Good Practices in Social Security Good Practices in Social Security

The identification and sharing of good practices helps social security organizations and institutions to improve their operational and administrative efficiency.

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.

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Customer Service Time Index and Customer Voice integrated system: CSTI-SUPEL

Customer Service Time Index and Customer Voice integrated system: CSTI-SUPEL

Social Security Administering Body for the Health Sector | Indonesia
Customer Service Time Index and Customer Voice integrated system: CSTI-SUPEL

Since the transformation of the Health Insurance for Government Employees (PT ASKES) into the Social Security Administering Body for the Health Sector (BPJS Kesehatan) in 2014, the interest of the people to participate in the National Health Insurance program (Jaminan Kesehatan Nasional – JKN) Indonesian health cards (KIS) has grown. The service in branch offices is far from perfect because of the long queues and the lack of uniformity in the service counters.

In June 2016, BPJS Kesehatan made a new innovation in the form of the Customer Service Time Index application (CSTI) as a service and waiting time tool and the Customer Voice application (SUPEL) to measure the service performance of front liners. These two applications were then integrated into the CSTI-SUPEL application that could be used as customer feedback tools in order to achieve a high customer satisfaction index.

The integration of the CSTI-SUPEL requires customers to fill out a customer satisfaction feedback form in order to obtain the next queue number using the CSTI.

Implementation year2019
Topics: Service quality, Information and communication technology
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