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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Mobile JKN: A one-stop solution for social security health services at people’s fingertips

Mobile JKN: A one-stop solution for social security health services at people’s fingertips

Social Security Administering Body for the Health Sector | Indonesia
Mobile JKN: A one-stop solution for social security health services at people’s fingertips

The National Health Insurance program (Jaminan Kesehatan Nasional – JKN) is one of the national strategic programs mandated by Indonesian Law aimed to provide health insurance for all Indonesian citizens. It is managed by the Social Security Administering Body for the Health Sector (BPJS Kesehatan). The number of JKN participants as of 1 May 2018 has reached 196.62 million. The primary issue faced by this program is the high number of visiting participants to branch offices for administrative matters. Dissatisfaction with long waiting times caused the participation satisfaction index to decline since 2014 to 2016.

The BPJS Kesehatan developed Mobile JKN, an information technology based service that can be accessed by participants anytime and anywhere. Features of the Mobile JKN app include new participant registration, participant data update, digital participation card, information canals and complaints submission. Participants can get real time information and administrative service by themselves using Mobile JKN, and no longer need to go to branch offices. Since the implementation of Mobile JKN, participant satisfaction improved to 79.50 per cent in 2017 from 78.60 per cent in 2016. The average number of participant visit to branch offices declined by 68.5 per cent.

Implementation year2019
Topics: Service quality, Information and communication technology, Extension of coverage
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