<![CDATA[This study aims to analyze the role of the Yan HC Division Surabaya in improving the efficiency of health and pension reimbursement processes at PT PLN (Persero) UID East Java. Administrative services, particularly those related to claim submissions and retirement processing, often encounter bureaucratic obstacles that delay service delivery. Using a descriptive qualitative approach, data were collected through observation, in-depth interviews, and documentation analysis. The findings show that service digitalization, strengthened inter-unit coordination, and the formation of a special verification team have significantly enhanced the speed and accuracy of the reimbursement process. Although technical issues and document mismatches from external parties still occur, the Yan HC Division has introduced innovations and adaptive solutions that foster more efficient, transparent, and accountable administrative services. These findings are expected to serve as a strategic reference for developing employee service systems in state-owned enterprises.]]>
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