Observer: Digitalisation of MSME services needs alternative access

Jakarta (ANTARA) - Micro, Small and Medium Enterprises (MSME) capacity development practitioner Aidil Wicaksono believes the government needs to provide alternative service access for micro, small and medium business actors who face obstacles in accessing services online.

Aidil, quoted from a statement by the Ministry of MSMEs in Jakarta on Saturday, highlighted access to online services for MSME actors in the regions. Differences in the quality of telecommunications networks, especially in remote areas, need to be taken into account so that the digitalisation of services does not create new obstacles for the public.

According to him, difficulty in accessing services can open up space for the emergence of intermediaries or brokers who actually add to the burden on business owners, including in processing Business Identification Numbers (NIB).

Aidil said remote service mechanisms need to be designed by considering conditions in various regions, including by providing alternatives for MSME actors who face digital access constraints.

“Ease of service is important so that the public can manage their business needs independently without depending on intermediaries,” he said.

In addition to providing alternative services, Aidil also believes that certainty of completion time needs to be an important part of public service standards.

According to him, the public needs to know clearly when a submitted application or complaint will be followed up.

This input was submitted in a public consultation forum held by the Ministry of MSMEs to develop public service standards.

In 2026, the Ministry of MSMEs is preparing standards for 10 types of public services related to business actors, including public complaints and aspirations, legal aid for micro and small businesses, business incubator registration, policy consultation on mining business permit areas for SMEs, and complaints on People’s Business Credit (KUR) financing.