Social Security Administering Body for the Health Sector
Asia and Pacific

Simplification and accessibility of administrative services, information and feedback during the COVID-19 pandemic

Implementation year

In 2020, Indonesia was hit by the COVID-19 pandemic just like many other countries in the world. It affected all aspects of life in Indonesia including public services such as those provided by the Social Security Administering Body for the Health Sector (BPJS Kesehatan).

Amid the situation, BPJS Kesehatan must take some strategic actions because to stop providing services for its members is not an option. It has been a challenge to continue prioritizing easy, fast, and reliable services for members while trying to minimize physical contact between BPJS Kesehatan officers and the members in order to reduce the number of COVID-19 transmissions.

One of the innovations to address this challenge is by simplifying and making the administrative services accessible through WhatsApp-based Administrative Services (PANDAWA), and providing information access through National Health Insurance Chat Assistant (CHIKA), as well as providing feedback and improvement follow-up monitoring in the form of Customer Feedback, which can all be accessed through smartphones.

Service quality