Minister of Communication and Digital Affairs Pushes for Public Service Transformation through Digital Space

Jakarta (ANTARA) - Minister of Communication and Digital Affairs (Menkomdigi) Meutya Hafid is pushing for the transformation of public services by expanding access to the digital space, enabling the public to receive services more optimally. Meutya stated that the PANDAWA service from BPJS Kesehatan, which now offers 24-hour administrative services through the WhatsApp channel, is one example of expanding public services into the digital realm. “The public is already living in the digital space, so public services must follow suit. We follow the public, not the public that must follow our policies,” Meutya said in her official statement on Wednesday. She noted that national digital connectivity is sufficiently accommodating to support this expansion of services. Additionally, based on research, 80.66 percent of Indonesia’s population, or around 230 million people, are connected to the internet, with the majority using chat-based communication services. Therefore, BPJS Keskestan’s step to utilise WhatsApp as part of its digital services is deemed appropriate. “Around 90.8 percent of internet users in Indonesia use chat communication platforms. This shows that chat-based services are a very appropriate choice to reach the wider public,” Meutya said. The Minister of Communication and Digital Affairs appreciates BPJS Keskestan’s innovation through the 24-hour PANDAWA service, which aligns with concrete steps in the national digital transformation. She hopes that in the future, more public services will be more proactive and digitally integrated through cross-sector collaboration to improve service quality while reducing inefficiencies in terms of budget and time. “The success of digital transformation is greatly supported by collaboration. We hope this service increases public trust and provides broad benefits to the community,” Meutya concluded her statement.