TheJakartaPost
Please Update your browser
Your browser is out of date, and may not be compatible with our website. A list of the most popular web browsers can be found below.
Just click on the icons to get to the download page.
Popular Reads
Top Results
No results found. Please check your search term and try again
Can't find what you're looking for?
View all search results
Popular Reads
Top Results
No results found. Please check your search term and try again
Can't find what you're looking for?
View all search resultsBPJS Kesehatan earns international recognition for excellent customer service
Change text size
Gift Premium Articles
to Anyone
Share the best of The Jakarta Post with friends, family, or colleagues. As a subscriber, you can gift 3 to 5 articles each month that anyone can read—no subscription needed!
(Image courtesy of BPJS Kesehatan)
B
PJS Kesehatan has once again captured the global spotlight, receiving the "Best Employee Driven CX" award at the 2025 International Customer Experience Awards.
Held in London on Nov. 13, the award recognizes BPJS Kesehatan's commitment to empowering its employees to deliver excellent service, ensuring a positive experience for JKN program participants.
BPJS Kesehatan president director Ghufron Mukti said the recognition is the result of the hard work, dedication and loyalty of all BPJS Kesehatan ambassadors in carrying out their duties serving JKN program participants.
The commitment to serving all participants with integrity and professionalism is part of the organizational culture deeply rooted in every BPJS Kesehatan ambassador, according to Ghufron.
"Put people first. We must listen to their needs. This is the basis for us to develop various innovations based on the customer journey, so we can accommodate the needs of the community on the ground. Furthermore, we are also building strong teamwork and leadership to strengthen our service to JKN participants," he said.
David Bangun, BPJS Kesehatan’s director of participation, echoed Ghufron’s sentiment, stating that the quality of service to participants is a key priority.
According to David, BPJS Kesehatan has established specific competency standards as a foundation for its ambassadors, enabling them to provide services to 282.92 million JKN participants, which represents over 98 percent of Indonesia's population.
"We implement an integrated and standardized training model to improve the competency of BPJS Kesehatan employees. We also build a positive work culture and embrace employee involvement to foster motivation and a growth mindset, encouraging employees to contribute fully to their work. Furthermore, we also conduct regular evaluations to monitor competency, productivity, and service indicators," he explained.
By improving the competence and productivity of BPJS Kesehatan employees, David continues, the problem resolution rate at first contact has also increased, thus improving the satisfaction score of JKN participants.
