Track: Information Technology

Abstract

BPJS Health Insurance is the institution authorized to manage the implementation of the national health insurance program in Indonesia. Since operating in 2014, BPJS Health Insurance is required to continue to develop its programs, in order to provide optimal services for the entire community. Including the demands for the adoption of the latest technology in service operations and technical implementation of service programs. It has been more than 2 years that BPJS Kesehatan has implemented mobile digital services. The goal is to provide convenience and service optimization, considering that almost all people already have mobile phones. However, in practice, services using this technology are still not optimal, especially for the informal community sector. The low use of mobile digital in the informal sector is the basis for the study in this research. In essence, the purposes of using the BPJS health program's mobile digital services are : the ease of paying and changing membership data, the ease of knowing information on family participant data, the ease of knowing information on participant contribution bills, the ease of obtaining information on health facilities and the ease of submitting complaints, and requests for information about the program. This research is directed at measuring the constraints of customer participation in using digital mobile, and measuring customer responses about the effectiveness of this application. The results of this study show that, some of the obstacles that affect the participation target of the National Health Insurance program in BPJS health insurance informal sector workers are : 1). Information on the places where BPJS health insurance participants receive; 2). Socialization of the BPJS Health insurance; 3). Current fees are applied to participants; 4). Health service facilities and infrastructure in the hospital; 5). Availability of Medicines.  Factors that causing low JKN application usage are: a). The member has tried the application before, but they don’t really understand how to use it; b). Bad signals in some areas, so the JKN mobile services in unaccesable; c). The member only use it for check the participant menu and dues.