BPJS Kesehatan (Badan Penyelenggara Jaminan Sosial Kesehatan) or so called Social Security Agency of Health is a social security agency in Indonesia that provides universal health care to its citizens.
BPJS onboarding was so traditional; their customer were required to visit the branch in order to register or claim. In mid 2020, they’re just shifting into digital and they need our guidance on how to establish digital onboarding.
Current onboarding in BPJS TK Branch requires one to bring an ID card and validate the information and its owner.
To adapt with Covid 19 in late 2020, BPJS want to digitalize their onboarding in their Mobile App. This can be done by:
We divided our process into two approaches: the business side and the technology side.
As we establish a new process, we must learn the scope of processes, compliance, and the team. We’re working together to figure out how this new approach can be applied within the organization, such as who’s in charge, the terms and conditions, in-scope and out-scope, and who are operating the E-KYC platform.
On the technology side, we help BPJS automate EKYC onboarding using OCR and Face Liveness in their mobile App. We’re also suggesting the E-KYC process should not fully replace the manual review by humans, instead giving predictions with low confidence to manual review to maximize the output process.
Comparison manual claim and claim via mobile app, the claim duration significantly reduced from 60 mins to 15 mins.
Within the first 3 weeks of implementation. BPJS process conversion rose 37% from branches in Jakarta to Mobile and 10.000+ new accounts. However, we received around 7% of customers who failed in ID data capture using OCR due to ID being physically broken. We suggest customers with unreadable ID to visit a branch for the traditional verification process.
A broken ID card where the photo is not visible and some text is missing should be read by its chip on the BPJS branch.
ID card plastic wore off, making it unreadable and needing replacement.
See the apps here:
JMO (Jamsostek Mobile) - Klaim - Aplikasi di Google Play