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p-Index From 2021 - 2026
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All Journal Journal of Digital Scholarship in Archives and Information
Habieb Pahlevi
University of North Sumatera
Library & Information Science

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Digitalizing Employment Social Security Services in Indonesia: A Literature-Based Study of the JMO Application by BPJS Ketenagakerjaan Devi Dama Yanti Hutabarat; Ilfa Nadhira Afiqa; Najwa Ajrina; Naufal Fauzan Nasution; Habieb Pahlevi; M.L Sudarshana; Firman Karim; Nisha Marina
Journal of Digital Scholarship in Archives and Information Vol. 1 No. 1 (2025): Journal of Digital Scholarship in Archives and Information
Publisher : CV Media Inti Teknologi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58723/jdsia.v1i1.25

Abstract

Background of Study : Digital transformation has reshaped public services in Indonesia, especially in social security. BPJS Ketenagakerjaan faces challenges like complex bureaucracy and limited access. The JMO app, launched in 2021, aims to address these issues by offering digital self-service features. Aims and Scope Paper : This study explores how digitalization improves public service access and satisfaction in BPJS Ketenagakerjaan. The focus includes service expansion, optimization of JMO features, and evaluation of digital service outcomes for participants. Methods: A qualitative literature review method was used. A total of 20 sources published between 2022 and 2025 were analyzed. Thematic analysis helped identify key trends and challenges in the digital implementation of BPJS Ketenagakerjaan services. Result: The findings show that JMO improves service access, transparency, and user satisfaction. It streamlines claims processing and reduces dependency on in-person visits. However, digital gaps remain, including limited literacy and technical issues for some users. Conclusion: The JMO application demonstrates the potential of digital transformation in public services. While improvements are evident, success depends on inclusive design, ongoing infrastructure support, and user education to ensure equal access for all participants.
Utilization of Digital Technology in Improving BPJS Ketenagakerjaan Services Novia Nazla; Nurhasanah; Nurul Salsabilah; Patricia Marbun; Habieb Pahlevi; Lina Gurung; Melisa Arisanty
Journal of Digital Scholarship in Archives and Information Vol. 1 No. 1 (2025): Journal of Digital Scholarship in Archives and Information
Publisher : CV Media Inti Teknologi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58723/jdsia.v1i1.28

Abstract

Background of Study: The rapid development of digital technology has encouraged public service institutions like BPJS Ketenagakerjaan to improve their service delivery quality, particularly in response to increasing demands for accessibility and efficiency. Aims and Scope Paper: This study aims to explore how digital technology—particularly applications such as SIPP Online and Jamsostek Mobile (JMO)—has transformed service delivery at BPJS Ketenagakerjaan, especially in underdeveloped and rural areas. Methods: This research employs a descriptive qualitative method, drawing on literature reviews and direct insights gained through internship experience. Data were interpreted thematically based on field observations and analysis of institutional practices. Result: Findings reveal that digital platforms have significantly enhanced user reach, responsiveness, and satisfaction. However, implementation is still hindered by limited digital literacy, infrastructure constraints, and technical issues such as system errors and biometric verification failures. Conclusion: The study underscores the need for continuous digital infrastructure development, user education, and the strengthening of digital ecosystems to ensure inclusive and sustainable service delivery. It offers strategic recommendations to support BPJS Ketenagakerjaan in adopting a user-oriented digital transformation that aligns with data privacy and security standards.
Co-Authors Devi Dama Yanti Hutabarat Firman Karim Ilfa Nadhira Afiqa Lina Gurung M.L Sudarshana Melisa Arisanty Najwa Ajrina Naufal Fauzan Nasution Nisha Marina Novia Nazla Nurhasanah Nurul Salsabilah Patricia Marbun