DIGITALIZATION STRATEGY IN IMPROVING THE EFFECTIVENESS OF BPJS HEALTH SERVICES IN MEDAN CITY THROUGH THE JKN MOBILE APPLICATION

Abstract

The application of information technology is very necessary in the business world or organizations to be able to catch up and win the competition and also to achieve time and cost efficiency. Therefore, in order to adapt to technology, BPJS Kesehatan has created a digitalization strategy that is carried out through the JKN mobile application as an effort to improve services. The research method used in this study is a qualitative research method by conducting interviews with BPJS staff and the public as service users. Data analysis uses data reduction, data presentation and conclusions. Based on the results of the research conducted, the author concludes that the digitalization strategy through the JKN Mobile application is quite optimal in increasing the effectiveness of services at the Medan City BPJS branch. However, the implementation of digitalization of services through the JKN Mobile application still experiences obstacles in optimizing existing services for the needs of the community. This strategy is also considered sufficient to make a service more efficient. The obstacles found were limited knowledge and access of the community in recognizing and understanding services using remote applications, especially how to utilize technology such as the use of hardware, both computers and smartphones. Three indicators in measuring the effectiveness of a program, namely achieving goals, integration and adaptation, have been running well so that in its implementation it can be said to be able to increase the effectiveness of services.