BPJS Kesehatan's Mobile Service Brings Swift Solutions to Makassar Neighbourhoods

That morning, the yard of the Manggala Sub-district Office in Makassar, South Sulawesi, was not as it usually is. A white vehicle bearing the distinctive blue BPJS Kesehatan sticker was neatly parked under the shade of leafy trees.

Around it, residents began to arrive. Not to deal with paperwork at the sub-district office, but for one purpose: to make use of the Mobile Customer Service (MCS), familiarly known as the travelling BPJS Kesehatan service.

A short queue slowly formed. There were mothers clutching worn folders containing family cards, and men who had just stepped off motorbikes, occasionally glancing at their phone screens to check their queue numbers.

There were no sour faces or lengthy complaints. Instead there were smiles and light chatter — a rare sight when citizens deal with health bureaucracy.

Rosdiana, a resident who had just finished her business at the vehicle, could not hide her gratitude. Her face beamed as she clutched tightly a sheet of paper printed by the officer.

“It makes things so much easier, the information we received is really very helpful,” she said, her voice full of enthusiasm.

For Rosdiana, dealing with BPJS administration had until now felt like a long-distance battle. The branch office on Jalan AP Pettarani is quite far, waiting times unpredictable, and transport costs drain the pocket — all of that vanished with the arrival of the travelling vehicle.

“If I had to register at the office, it would be quite far, and the process would take longer. With this, Alhamdulillah. I’m truly grateful,” she continued.

The white vehicle is not merely an operational vehicle. It is an answer to the anxieties of residents of Tamangapa and surrounding areas. Every week, precisely Monday to Thursday, from 9am to 12pm local time, the fleet travels to various locations — sub-district offices, community health centres, and campuses across Makassar.

Not infrequently, the vehicle also joins Car Free Day spots around the city, reaching residents who are exercising or simply relaxing at the weekend.

What can residents do at the travelling vehicle? Almost all National Health Insurance (JKN) membership administration.

From registering new participants for non-wage workers or independent participants, checking membership status and premium bills, changing data such as first-level health facility, ward class, or identity details, through to consultations, information, and complaints. All of it is settled on those travelling wheels.

The Head of BPJS Kesehatan Makassar Branch, dr. Prabowo, emphasised that this innovation is a form of proactive outreach, ensuring no resident is blocked by distance or time from obtaining proper administrative services.

“This travelling BPJS Kesehatan service targets 15 sub-districts — all of the sub-districts in Makassar City — as well as other areas, of course to make things easier, so that all residents can make use of the service,” stressed dr. Prabowo.

Ihwan, another resident of Manggala Sub-district, is a real example. This casual labourer has often been left dizzy by administrative matters.

The peak came when he had to arrange the transfer of his first-level health facility (FKTP) — a necessity he considered important but which had always seemed complicated.

“Before, I thought I had to go directly to the BPJS Kesehatan office on Jalan AP Pettarani to arrange the faskes transfer. From here it takes about 30 minutes, and of course it costs more too,” he explained.

However, after learning that the travelling BPJS service had come to his area, he did not waste the opportunity. Arriving early to avoid what he expected to be a long queue, Ihwan was surprised instead.

The convoluted process he had imagined took less than fifteen minutes.

“I thought it would be crowded and slow like at the branch office, but it wasn’t. The officers were quick and the process ran smoothly,” he said.

It is not only Ihwan and Rosdiana. Many other residents took the opportunity simply to confirm their membership status. Simple questions such as “is my card still active?” or “how much do I have to pay next month?” could be answered on the spot.

Others came intending to register their children as new participants, or simply to vent about late premium payments.

“I came to find out about registering my child for BPJS. Then we also shared information — I got quite a lot,” said Rosdiana, explaining that she also received guidance on BPJS’s various digital services, including the Mobile JKN app that can be accessed from home.

Interestingly, although BPJS Kesehatan has aggressively promoted digital services through the Mobile JKN app, the presence of the travelling service remains a favourite.

Why? Because many residents, particularly the elderly, are not technologically savvy and need the human touch of direct service.

“The officers explained things patiently and clearly. I now know that many things can actually be done through the Mobile JKN app, but the presence of the travelling BPJS is still very important because many residents are not yet accustomed to digital services,” admitted Ihwan.

Rosdiana agreed. For her, meeting officers face to face provides a sense of security that online services cannot replace.

“When we have a question or a complaint, we can resolve it straight away,” she asserted.

The presence of the travelling BPJS in Makassar is not merely a ceremonial programme. Each schedule is announced regularly, either through BPJS Makassar Branch’s official Instagram, WhatsApp groups managed by regional officials, or even by contacting the PANDAWA WhatsApp service on 08118165165 and the 165 Call Centre.

For those who still wish to come in person, the Branch Office at Jalan AP Pettarani Number 78, Panakkukang, remains open every Monday to Friday from 8am to 3pm local time.

At the end of that morning, under the increasingly fierce Makassar sun, the white travelling BPJS Kesehatan vehicle remained faithfully serving the residents who kept arriving. Some came alone, others in groups with their neighbours. All with one goal: to make sure they and their families are protected.

Separately, the Deputy Mayor of Makassar, Aliyah Mustika Ilham, who previously served on Commission IX of the House of Representatives, said she was very pleased with the travelling BPJS service. “We certainly fully support it, because it can serve residents on the outskirts of the city, who only need to go to the nearest neighbourhood or sub-district office from their homes,” she said.

BPJS Kesehatan, Aliyah continued, is of great help to the public. “Without BPJS, medical costs would perhaps be heavy, high, and expensive. But the presence of BPJS Kesehatan, Alhamdulillah, really helps residents who are, so to speak, underprivileged, given the economic conditions here,” she added.

Behind the wheels of that travelling vehicle lies the hope of thousands of residents who want only one thing: health administration access that is easy, fast, and close to home. A service that not only reaches out, but also lifts aspirations.