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.