BPJS Kesehatan Establishes Customer Excellence Standards Through CX126
BPJS Kesehatan continues to drive improvements in service quality for JKN participants through Customer eXcellence 126 (CX126), designed to measure the implementation of customer excellence across 126 BPJS Kesehatan branch offices. Additionally, the initiative aims to identify best practices that can serve as lessons and be implemented more widely.
The President Director of BPJS Kesehatan, Prihati Pujo Waskito, stated that evolving public expectations regarding public services make the participant experience a vital component in building reputation and public trust. In the era of information transparency, he believes customer experience is a primary pillar in shaping public confidence.
“Therefore, we must be adaptive in understanding participant expectations and responsive in providing solutions. Participants do not only require accessible services, but also certainty of information and consistent service quality, whether interacting through branch offices or service channels such as Care Center 165, Mobile JKN, PANDAWA, and other digital channels,” said Pujo in a written statement on Saturday (5/9/2026).
CX126 is one of BPJS Kesehatan’s efforts to establish service standards oriented towards the principles of being Easy, Fast, Equitable, and Solutive. According to Pujo, CX126 is not merely about finding the best-performing branch offices, but also about identifying the factors that create service excellence so they can be replicated in other branches.
“Success in one branch office must serve as an inspiration for others. Proven best practices must be replicated so that superior service becomes our collective standard,” Pujo remarked.
Pujo explained that CX126 utilises a comprehensive assessment approach through eight pillars: Customer Experience, Operational Performance, Digital Maturity, Governance, Risk Management, Stakeholder Engagement, People Excellence, and Organisational Culture. Furthermore, the assessment involves the ‘Voice of the Customer’ to ensure the participant experience is an integral part of the service quality measurement.
At the same time, the Chairman of the Supervisory Board of BPJS Kesehatan, Stevanus Adrianto Passat, stated that service quality is a tangible manifestation of the JKN Programme that participants feel directly. He noted that ease of access, clarity of information, process security, and certainty of solutions will determine the participant experience and build trust in the JKN Programme.
“Superior service can only be realised if all elements move in one direction, work with the same standards, and place participant needs as the primary orientation. CX126 must be positioned as part of a continuous organisational learning and improvement process,” Stevanus emphasised.
The assessment results are not intended solely for awarding recognition, but must be translated into concrete, measurable, and monitorable improvement steps. Stevanus stated that through CX126, BPJS Kesehatan encourages the replication of best service practices to become a shared standard across all branch offices.
“Thus, the success of the JKN Programme is not only seen through the achievements of individual branch offices, but through the organisation’s ability to provide an increasingly consistent service experience for all JKN participants. The true measure of success is when every JKN participant, wherever they are, experiences services that are increasingly easy, fast, equitable, and reliable,” said Stevanus.
Meanwhile, the Director of Membership at BPJS Kesehatan, Akmal Budi Yulianto, added that service excellence is not determined by the size of the branch office, its location, or the level of challenges faced. Excellence arises when leadership, processes, technology, human resources, and service culture move in a single direction.