Customer Mapping Validation Strategy Per Substation Using Swot Analysis and Business Process Model and Notation with Procedural Controls and Risk Factors (BPMN +C +R) (Case study at PLN UID Kaltimra)
Abstract
Customer mapping per substation is an important aspect in managing the electricity distribution system because it affects the accuracy of technical data, the quality of customer service, load analysis, disruption handling, and operational decision making. However, in the environment of PT PLN (Persero) Main Distribution Unit of East Kalimantan and North Kalimantan (PLN UID Kaltimra), various problems are still found, including inconsistencies in customer data with distribution substations, substation insertions that are not followed by customer migration, the absence of standard business processes related to substation naming and customer mapping, and inaccurate customer coordinate points. These conditions indicate a gap in business processes that impact data validity and the company's operational effectiveness. This study aims to formulate a customer mapping validation strategy per substation through the Business Process Model and Notation (BPMN) approach combined with SWOT analysis, and equipped with Procedural Controls and Risk Factors (BPMN+C+R). The study uses a qualitative method with a case study approach at PLN UID Kaltimra. Data were obtained through in-depth interviews, non-participant observation, documentation studies, and secondary data validation, then analyzed using data condensation techniques, data presentation, conclusion drawing, BPMN business process modeling in As-Is and To-Be conditions, and SWOT analysis to develop an implementation strategy. The research output is a proposed business process model integrated with control and risk management mechanisms, including the preparation of standard operating procedures (SOPs) for customer coordinates, substation naming, customer migration due to substation insertions, automatic data validation, and information system integration between GIS, EAM, AP2T, and other supporting systems. The resulting strategy is expected to improve the accuracy of customer mapping per substation, strengthen data governance, reduce rework, increase the effectiveness of cross-functional coordination, and support digital transformation and improve the quality of customer service within the PLN UID Kaltimra environment. This research also contributes to the development of BPMN+C+R implementation in utility sector organizations as a strategic approach to improving data governance-based business processes.
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