Addressing Participants' Needs, BPJS Kesehatan Outlines 8 Flagship Programmes
The BPJS Kesehatan directorate for the 2026-2031 period continues to strive to provide rapid and solution-oriented responses to JKN programme participants facing obstacles. This is realised through the launch of eight Quick Wins programmes targeted for completion within the first 100 working days of the new BPJS Kesehatan directorate.
BPJS Kesehatan’s Chief Executive, Prihati Pujowaskito, explained that these Quick Wins consist of four Customer Centric programmes and four Collaborative programmes. This was stated following the launch of PANDAWA 24 Hours and the First 100 Working Days Quick Wins in Jakarta today.
“We developed the Customer Centric programmes specifically to accommodate the fundamental needs of JKN participants, formulated by gathering public aspirations. The public’s hope is the same: to receive quick and solution-oriented responses if they encounter problems accessing administrative services or healthcare,” said Pujo in a written statement on Wednesday (15/4/2026).
“In parallel, the Collaborative programmes are also implemented to expand the reach of integrated services, involving synergies with various stakeholders in their execution,” he added.
The four Customer Centric programmes include Rapid Solution-Oriented Response, Strong Premiums, Young Prolanis (Chronic Disease Management Programme), and Elimination of Inefficiencies. The Rapid Solution-Oriented Response step focuses on handling JKN participants’ complaints regarding BPJS Kesehatan services or its partners, while also increasing communication reach to rural areas.
“These Quick Wins also represent our commitment to supporting one of President Prabowo’s eight aspirations, namely strengthening human resource development, one of which is through health. The JKN programme has already had an extraordinary impact on Indonesian society; many people have felt the benefits of its presence. Therefore, we request support from all parties to jointly guide the JKN programme so it can run even better,” said Pujo.
Meanwhile, BPJS Kesehatan’s Head of Membership Directorate, Akmal Budi Yulianto, added that one innovation developed in the Rapid Solution-Oriented Response Quick Wins is 24-hour Administrative Services via WhatsApp (PANDAWA). Previously, JKN participants could only access PANDAWA from 08.00 to 17.00 local time, but now the public can access PANDAWA by chatting to the WhatsApp number 08118165165 around the clock.
“In addition to the 24-hour PANDAWA service, we are also committed to providing priority services with a standard response time of less than five minutes. We guarantee that these priority services will be responded to within less than five minutes by PANDAWA officers. This is the new standard for fast service that we offer to JKN participants,” Akmal revealed.
The priority services in question cover three areas. First, adding family members for newborn PBI JK participants, private employees/BUMN/BUMD, civil servants/TNI/POLRI, and pensioners/veterans.
Second, reactivating JKN membership status for children over 21 years old who are still studying, inactive Wage Recipient Workers (PPU) who switch segments to independent participants, and Indonesian citizens returning from abroad. Third, changes or corrections to data such as civil servant/TNI/POLRI rank and salary, mobile phone number, and identity changes (NIK, family card, date of birth, and address).
Meanwhile, the Minister of Communication and Digital Affairs, Meutya Hafid, welcomed the innovation. According to her, fast and solution-oriented public services are needed by the public.
“Indonesia has entered the direction of a digital welfare state. This means public services in the future can move from reactive to proactive. Fast and solution-oriented public services are paramount; digitalisation helps us combat time inefficiencies. PANDAWA 24 hours is a major direction in national digital transformation,” said Meutya Hafid.
Meanwhile, the Deputy Minister of Population and Family Development/Deputy Head of BKKBN, Ratu Ayu Isyana Bagoes Oka, stated that easy and responsive access to health services is the main foundation for building quality human resources. She appreciated PANDAWA 24 hours and BPJS Kesehatan’s Quick Wins, which she valued as major breakthroughs in meeting public needs.
The same sentiment was expressed by the Deputy Chairman of BAZNAS RI, Zainut Tauhid Sa’adi. He assessed the innovation as a progressive step in line with public needs.
“The PANDAWA 24-hour innovation is a very relevant progressive step with public needs. BPJS Kesehatan proves that the state is present to provide ease of access for all people without being bound by space and time,” explained Zainut Tauhid Sa’adi.
The other Customer Centric programme is Strong Premiums, which optimises premium collection by involving JKN stakeholder collaborations, for example in the form of corporate social responsibility (CSR) donations, as well as daily and weekly premium instalments (development of the REHAB Programme). On the other hand, there is also the Young Prolanis programme targeted at participants suffering from diabetes mellitus and hypertension under 45 years old.
In addition, Elimination of Inefficiencies is carried out through optimisation of prevention, detection, and handling of inefficient behaviour (including fraud) and utilisation of AI-based ‘Intelligence Claim’ to assist the claims verification process.
On the other hand, the four Collaborative programmes include: 1) P-Care MBG to monitor the growth and development of MBG recipient students in three schools, as well as the health status and JKN membership of SPPG officers in three SPPG locations; 2) Healthy Students People’s Schools, namely periodic health checks for students in three people’s schools; 3) Healthy JKN Village, which involves cooperation with the Red White Cooperative (KDMP) in piloting health insurance provision with KDMP as a facilitator agent; and 4) JKN 3T, namely cooperation with TNI AL hospital support ships to 3T areas, and deployment of health personnel to 3T areas.