TASPEN introduces responsive services oriented towards participant needs
Jakarta (ANTARA) - PT TASPEN (Persero), marking National Customer Day 2026, has reaffirmed its commitment to delivering responsive services oriented towards the needs of its participants.
“For us, a customer’s smile is a reflection of our commitment to continuously providing the best service,” said TASPEN Corporate Secretary Henra in a statement in Jakarta on Friday.
TASPEN commemorated National Customer Day 2026 under the theme “Serving with All Our Heart: The Customer’s Smile is Our Smile,” with activities held simultaneously across 57 TASPEN branch offices to bring services closer to participants.
According to Henra, the 2026 commemorations were strengthened by visits from the Board of Directors to six branch offices and the residences of retired participants to greet TASPEN members directly.
“Through the National Customer Day commemoration, TASPEN aims to ensure that every service provided meets the needs of participants, providing comfort, care, and a positive experience,” she added.
Meanwhile, Mudas (75), a retired participant who was visited, expressed his appreciation for the attention and service provided by TASPEN. He noted that the direct visit to his home demonstrated TASPEN’s care, providing a positive and memorable experience.
“I am very happy to be visited directly by TASPEN. So far, TASPEN’s services have been easy and very helpful. For my monthly authentication, I now only need to take a selfie through the Andal by Taspen application, which is much easier and removes the need to visit the office. My pension benefits are also received on time every month. Thank you, TASPEN, for your service and attention to us retirees,” said Mudas.
The presence of the Board of Directors during National Customer Day is an annual routine for TASPEN, demonstrating a consistent commitment to maintaining close proximity to participants.
Furthermore, digital transformation via the ‘Andal by Taspen’ superapp has been introduced to meet various service needs more practically, including authentication through selfies.
To date, the Andal by Taspen application has been downloaded more than 2.9 million times, indicating high usage of TASPEN’s digital services by participants.
Currently, TASPEN provides services to 9.13 million participants, consisting of 5.85 million active participants and 3.28 million retirees.
These services are supported by TASPEN’s network, which spans 57 branch offices, 46 payment partners, and over 16,000 service points throughout Indonesia.
TASPEN’s commitment to delivering quality service is also reflected in its Customer Satisfaction Index (CSI), which reached 98.7 per cent in 2025.
This service enhancement aligns with TASPEN’s role as a ‘Centre of Excellence’ in managing social security for Civil Servants (ASN), while supporting the ‘Asta Cita’ of the President of the Republic of Indonesia in realising public services that are high-quality, inclusive, and community-oriented.