Pangalengan, W. Java. State insurer BPJS Kesehatan is bringing its mobile administrative service to residents of Pangalengan, Bandung regency, as part of efforts to expand access to the National Health Insurance (JKN) program.

The BPJS Mobile Service is operating at Warnasari Community Health Center in Pangalengan, allowing JKN participants to access a range of administrative services without having to travel to a BPJS Kesehatan branch office.

Residents can use the service to obtain information about the JKN program, update participant data, register for the program, consult on administrative matters, and submit complaints or report difficulties encountered when accessing JKN services.

The initiative is part of BPJS Kesehatan's efforts to reach participants across regions with different geographic conditions and service needs.

M. Iqbal Anas Ma'ruf, BPJS Kesehatan's Deputy Director for Organizational Communications, said the agency continues to develop services based on community needs, including by expanding access in disadvantaged, frontier and outermost areas, known as 3T regions in Indonesia.

“BPJS Kesehatan has developed various digital channels to make services more accessible to participants. However, we also understand that not all areas can adopt digital services due to various conditions, such as limited communications and data networks, geographic conditions, and differences in digital literacy,” Iqbal said during a visit to Warnasari Community Health Center on Thursday.

He was accompanied by BPJS Watch Advocacy Coordinator Timbul Siregar and Warnasari Community Health Center head Eti Rosmalia.

Iqbal said BPJS Kesehatan was therefore pursuing a combination of digital services and direct outreach through the BPJS Mobile Service.

“Services must be designed from the participants' perspective. Some people are more comfortable using digital services, while others need face-to-face assistance. That is why BPJS Kesehatan continues to provide various service channels to accommodate different community needs,” he said.

Expanding Digital and Direct Services

BPJS Kesehatan is also continuing to expand the use of its Mobile JKN application, which functions as a one-stop service for participants. The application allows users to independently manage various administrative needs, make online appointments and access teleconsultation services.

Participants can also use other non-face-to-face channels, including the PANDAWA administrative service through WhatsApp at 0811 8165 165 and the Care Center 165. Information and complaint services are also available through BPJS Kesehatan's official social media channels under BPJS On Air.

Another option is VIOLA, or Virtual Office for Information and Administrative Services. Through VIOLA, participants can complete administrative procedures virtually via video conference with BPJS Kesehatan officers without visiting a branch office.

The service is part of BPJS Kesehatan's efforts to provide more personalized and adaptable services in line with participants' needs.

Meanwhile, Timbul welcomed the agency's efforts to bring services closer to communities through the BPJS Mobile Service.

“The BPJS Mobile Service is a responsive form of public service that addresses community needs. Services like this can greatly help participants complete their JKN administrative requirements without having to travel long distances,” Timbul said.

Eti said the Warnasari Community Health Center also helps residents understand various aspects of JKN administration, including procedures for reactivating previously inactive memberships.

“The community health center can provide assistance, but the activation process remains under the authority of the Social Affairs Agency in accordance with applicable regulations,” she said.

Beyond administrative services, the health center also plays an important role in promoting health among JKN participants through preventive and promotive programs, including encouraging healthier lifestyles and disease prevention.

The combination of mobile, face-to-face and digital services reflects BPJS Kesehatan's efforts to make JKN services more accessible to communities across Indonesia, including those facing geographic and connectivity challenges.

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