Mobile JKN Grand Launching at BPJS Kesehatan Head Office

Mobile JKN, Health Insurance Services in Your Hand

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This case was submitted as part of the Call for Innovations, an annual partnership initiative between OPSI and the UAE Mohammed Bin Rashid Center for Government Innovation (MBRCGI)

BPJS Kesehatan is the largest health insurance provider in the world, serving 201 million people in 2018 (80% of Indonesia’s population). In January 2014, BPJS Kesehatan transformed from a state-owned company (PT Askes) with 16 million members into a service suddenly responsible for 121 million people. BPJS Kesehatan has over 7,000 employees, yet this is still not enough to serve the huge number of people requiring their services. This led to the innovation of creating a mobile application.

Innovation Summary

Innovation Overview

The National Health Insurance program (referred to as JKN) is managed by BPJS Kesehatan, determined as such by Law number 24/2011. It aims to provide health insurance to all Indonesian residents. By 1 September 2018, 201.6 million people were already registered as JKN participants. Based on Law no 40/2004 on the National Social Insurance System, BPJS Kesehatan must achieve universal health coverage by 2019; this means an effective time period of just five years. In 2014, 121 million Indonesians already had health insurance through the scheme, with a goal of 250 million participants by 2019. Originally, most participants were from similar backgrounds (civil servants, police, armed forces) but now are more varied.

When BPJS Kesehatan began operating, the Indonesian population was very enthusiastic and quickly began enrolling in the program, updating their data, their insurance history, and giving feedback/complaints. This led to long queues at many BPJS Kesehatan offices, with an average of just under 300,000 people visiting the offices every day. This caused inconvenience for participants and led to a drop in user satisfaction survey results, especially in indicators such as responsiveness, speed, and complaint handling. Over the course of three years beginning in 2014, the user satisfaction survey did not meet its target, falling from 81% in 2014, to 78.9% in 2015, and 78.6% in 2016.

This led to BPJS Kesehatan developing a mobile application based on web service called Mobile JKN that can be accessed anywhere and at any time by users. Mobile JKN makes accessing services much easier – participants can register, update personal information, retrieve insurance information, look up premiums needing to be made, register for appointments at health facilities, ask questions about the program, and submit complaints.

Mobile JKN also has an effect on BPJS Kesehatan itself. It has increased efficiency through ensuring that no new offices need to be established or additional staff employed; reducing the amount of paper and electricity used; and reducing transportation costs. Evaluation results of the app’s use have shown that the number of participants visiting BPJS Kesehatan offices fell by 68.5% and user satisfaction increased by 0.9% at the end of 2017.

Innovation Description

Innovation Development

Innovation Reflections

Project Pitch

  1. a very good application solution for public services in Indonesia and can be used by countries in the world

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  • Implementation - making the innovation happen
  • Evaluation - understanding whether the innovative initiative has delivered what was needed
  • Diffusing Lessons - using what was learnt to inform other projects and understanding how the innovation can be applied in other ways

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