Optimalisasi Proses Penagihan dan Pembayaran Rekening Air Bagi Pelanggan Instansi Pemerintah Sipil dalam Layanan Publik

Abstract

Civil government agencies are considered a strategic customer segment for clean water service providers. However, their payment administration processes are more complex than those of household or private customers. The payment procedure generally involves official documents such as the Payment Order (SP2D), which requires verification and cross-agency coordination. This study aims to identify the billing process for civil government customers, analyze common obstacles, and propose optimization strategies based on digitalization and inter-agency coordination. This research employs a qualitative descriptive method through literature review and general observation, without involving specific company data. The findings indicate that integrating digital systems, utilizing electronic documentation, and enhancing communication can accelerate fund disbursement and maintain the cash flow stability of public service providers.