BPJS Kesehatan Services Reach Communities in Remote Corners of the Country

Atambua resident Domingos Martin expressed gratitude for the BPJS Keliling mobile service at the Army’s Pratama Clinic in Belu Regency. “Today’s service was excellent. We are very happy with the presence of BPJS Keliling because it provides real information,” Domingos said during a virtual dialogue with BPJS Kesehatan President Director Prihati Pujowaskito at the launch of LANURI (Layanan di Ujung Negeri) and the closing of the Board’s 100-Day Quick Wins in Jakarta on Monday, 13 July 2026. BPJS Kesehatan, as the organiser of the National Health Insurance (JKN) Programme, is committed to providing easy access to JKN services for all Indonesian residents. To address limited access in 3T (frontier, outermost, and disadvantaged) areas, BPJS Kesehatan introduced the Virtual Office for Information and Administration (VIOLA) and the proactive BPJS Keliling mobile service. VIOLA is a contactless service channel based on video conferencing that connects the public with BPJS Kesehatan officers in real time for JKN membership administration, information, and complaint handling. BPJS Kesehatan coordinates with stakeholders in 3T areas to facilitate video conferences at health facilities, village or sub-district offices, schools, and other locations. Between January and May 2026, 218,729 VIOLA sessions were recorded, with most taking place at community health centres (Puskesmas) and the most utilised services being information and changes to primary health facility (FKTP) data. The JKN participant segment most frequently using VIOLA is the Health Insurance Contribution Assistance Beneficiaries (PBI JK). Pujo noted that not all regions in Indonesia can adopt digital services due to various reasons, such as limited communication data networks, geographical conditions, and the fact that not all levels of society can access digital technology. Therefore, in addition to providing digital channels, BPJS Kesehatan is also optimising its proactive BPJS Keliling service. This service allows the public to access information, manage administration, and submit complaints regarding JKN. “The optimisation of VIOLA and BPJS Keliling is a manifestation of the Layanan di Ujung Negeri (LANURI) implementation, one of the Quick Wins from the BPJS Kesehatan Board’s 100-Day Work Programme,” Pujo said. Accompanied by BPJS Kesehatan Membership Director Akmal Budi Yulianto, Pujo explained that the LANURI implementation was carried out simultaneously at 558 points across regencies and cities throughout Indonesia, involving 126 BPJS Kesehatan Branch Offices. Of these 558 points, 179 provided BPJS Keliling services, while the other 379 offered VIOLA services. “We hope that LANURI can facilitate access to JKN services for people living in remote areas or those with limited access due to geographical conditions,” he stated. Pujo also reported that the achievement of the BPJS Kesehatan Board’s 100-Day Quick Wins had reached 91.53 percent. The Quick Wins consist of four Customer Centric Programmes and four Collaborative Programmes. The Customer Centric Programmes were specifically developed to accommodate the fundamental needs of JKN participants, formulated by gathering public aspirations. In parallel, BPJS Kesehatan is also running Collaborative Programmes to expand the reach of integrated services, involving synergy with various stakeholders in their implementation. “Some of the main programmes that have been achieved are JKN 3T (cooperation with hospital auxiliary ships to 3T areas and the deployment of health workers to 3T areas), P-Care MBG (where SPPG officers become JKN participants and their health is monitored, along with the growth and development of students receiving MBG), and Inefficiency Elimination (intelligence claims for JKN cost efficiency efforts, as well as the prevention, detection, and handling of inefficient behaviour including potential fraud). There are also several points that are still in progress with relevant stakeholders,” he said. The BPJS service received appreciation from the Ministry of Cooperatives. Deputy for Cooperative Business Development at the Ministry of Cooperatives, Panel Barus, said the presence of VIOLA and BPJS Keliling services is a breakthrough that brings JKN administration services closer to people who still experience transportation or digital infrastructure limitations. Panel affirmed that the Ministry of Cooperatives welcomes this collaboration, as the Merah Putih Village Cooperatives have networks spread down to the village and sub-district levels across Indonesia and have internet access to support the implementation of VIOLA and BPJS Keliling. “We will encourage the management of Cooperatives in 3T areas to support the implementation of LANURI so that its benefits can be optimally felt by all Indonesian people,” he said. Meanwhile, Head of the TNI Health Centre, Major General TNI dr. Hadi Juanda, said that equitable health services remain a challenge for Indonesia, especially in 3T areas that still experience limited access, infrastructure, and human resources. The presence of LANURI is expected to address these challenges. “The TNI’s health service network, spread across the country, can be utilised to support LANURI, for example by mobilising health personnel to remote areas,” he said.