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Abstract

Transformasi digital di sektor publik mendorong adopsi sistem IT Service Management (ITSM) berbasis chatbot Generative AI yang menggantikan sistem rule-based pada layanan IT internal instansi pemerintah. Transisi ini menghasilkan perubahan struktural pada karakteristik data tiket layanan yang menuntut kapabilitas tata kelola data berbeda dari yang selama ini diterapkan. Tujuan pada penelitian ini adalah mengidentifikasi dimensi data governance yang perlu diperhatikan dan diprioritaskan dalam transisi tersebut agar kualitas data tiket layanan dapat terjaga sepanjang siklus hidupnya. Metode yang digunakan adalah conceptual paper dengan pendekatan narrative literature review, memetakan enam literatur ITSM chatbot ke lima domain data governance yang mencakup Data Principles, Data Quality, Metadata, Data Access, dan Data Lifecycle. Hasil pemetaan menunjukkan bahwa tiga domain sepenuhnya absen dari literatur ITSM chatbot yang dikaji: Data Principles, Metadata, dan Data Access. Domain Data Lifecycle disebut sebagai persoalan operasional namun tidak dibahas sebagai domain tata kelola formal, sedangkan domain Data Quality hanya mendapat perhatian teknis pada kualitas output model tanpa menyentuh aspek governance data sumber. Transisi ke Generative AI mengubah sifat persoalan tata kelola secara struktural, bukan sekadar memperbesar kesenjangan yang sudah ada. Penelitian ini merekomendasikan urutan prioritas implementasi yang dimulai dari Data Principles sebagai fondasi kebijakan, diikuti Metadata, Data Access, Data Lifecycle, dan Data Quality, dengan target maturitas Level 3 Defined pada skala Data Management Maturity. Bagi instansi pemerintah, struktur Walidata dan Produsen Data dalam Perpres Nomor 39 Tahun 2019 dapat diadaptasi sebagai locus of accountability tanpa pembentukan struktur baru.

Keywords

ITSM chatbot Generative AI sektor publik data governance tata kelola data

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. Copyright © Bappenas Working Papers

How to Cite
Warman, B., Zumaro, A. F., Nurochim, Yulianti, L. P., & Surendro, K. (2026). Prioritas Tata Kelola Data dalam Transisi AI-Based Chatbot pada Layanan IT Instansi Pemerintah. Bappenas Working Papers, 9(3), 322 - 337. https://doi.org/10.47266/bwp.v9i3.596

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