From the establishment of the Social Security Administering Body for the Health Sector (BPJS Kesehatan) on 1 January 2014 up to 1 May 2018, the coverage of participants was at 197 million, leading to a high number of visits to the branch offices. For the participant registration process, the national daily average of visits to all branch offices in Indonesia is 70,000 to 100,000 or a daily average of 700 to 1,000 visits per branch office. This means there is no certainty regarding the service times for the participants, with very long queues in the branch offices because the number of visitors outnumber the available facilities and service rooms. Given these conditions, the management has innovated and put a lot of several effort to speed up the registration service process. Through a Fast Track, No Waiting policy, we are able to provide participants with short service times of three minutes (no queues). Service is more efficient because the turnover in the waiting rooms is much faster and participants are now more comfortable and better served.
In the context of the ISSA, a good practice is defined as any type of experience (e.g. an action, a measure, a process, a programme, a project, or a technology) implemented within a social security organization that fosters the improvement of its administrative and operational capacities, and/or the efficient and effective delivery of programmes. The good practices selected by the ISSA focus on topics related to the priorities as defined in the programme and budget of the Association. The good practices are from member institutions of the ISSA and are primarily collected through the work of the ISSA Technical Commissions and the ISSA Good Practice Awards.