In order to achieve service excellence, BPJS Ketenagakerjaan developed a new service blue print putting prime concern on three aspects: People, Process, Physical Evidence.

We believe that People are one of the key determining factors in achieving service excellence. The new service blue print provides a minimum standard of service that should be fullfiled by all BPJS Ketenagakerjaan staff as part of our service culture. It is based on our service values: Care, Concise, Interactive, Modern, and Active.

Another important factor in creating service excellence is Process. We have simplified service procedure standards based on national ID numbers and we have provided a multi-channel platform through mobile applications, Kios-K and a fast track system for e-claims in order to support our services.

Physical Evidence also has an important role in meeting service excellence. It consists of the appearance standard of staff and layout of branch offices. The new branch office layout will represent an impression of less bureaucracy, more modern, more fancy: offering a more comfortable aspect to all of our members who come to our branch offices.