Case Study of Digital-Based Service Innovation for Old Age Insurance (JHT) Claims by BPJS Employment (BPJAMSOSTEK) Pekalongan Branch Office Central Java

Sep 10, 2026

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Covid-19 response measures in Indonesia disrupted economic activity and led to a rise in Old Age Insurance (JHT) claims handled by BPJS for Employment (BPJAMSOSTEK). The study examines digital-based service innovation in the JHT claims process at the BPJAMSOSTEK Pekalongan Branch Office, Central Java. Qualitative research uses interviews with employees directly involved in public service delivery, leaders, and participating users. Data are analyzed through reduction, presentation, and conclusion drawing. Findings evaluate innovation attributes and assess technology acceptance via ease of use and usefulness through TAM for internal users and external participants.

LanguageEnglish

CategoryGeneral

FormatPDF

Pages16

Reading Time6 min

AccessFree to download

Introduction

Covid-19 impacts on economic activity and claims

BPJAMSOSTEK obligations for service optimization

Digital-based public service innovation during the pandemic

Research method

Qualitative approach and interview data

Data reduction, presentation, and conclusion

Research results and discussion

Innovation attributes and their relative evaluation

Technology Acceptance Model (TAM) for internal and external users

Case Study of Digital-Based Service Innovation for Old Age Insurance (JHT) Claims by BPJS Employment (BPJAMSOSTEK) Pekalongan Branch Office Central Java Maya Sofiana1, Juandy Seiver Langelo2, Endang Supriyadi3, Anita Maulina4, Rita Wahyuni5 1345Institut Ilmu Sosial dan Manajemen STIAMI 2BPJAMSOSTEK [Correspondent:](Correspondent: maya72sofiana@gmail.com1)[ ](Correspondent: maya72sofiana@gmail.com1)[maya72sofiana@gmail.com](Correspondent: maya72sofiana@gmail.com1)[1](Correspondent: maya72sofiana@gmail.com1) Received : August 5, 2021 Accepted : January 15, 2022 Published : January 31, 2022 Citation: Sofiana, M., Langelo, J.S., Supriyadi, E., Maulina, A., Wahyuni, R.(2022) . Case Study of Digital-Based Service Innovation for Old Age Insurance (JHT) Claims by BPJS Employment (BPJAMSOSTEK) Pekalongan Branch Office Central Java. Ilomata International Journal of Management, 3 (1), 1-16. [https://doi.org/10.52728/ijjm.v3i1.302](https://doi.org/10.52728/ijjm.v3i1.302) ABSTRACT: Various government efforts to break the Covid-19 chain have also affected the economy, as many companies have laid off employees on a large scale. This has resulted in an increase in the number of claims for the Social Security Administering Body (BPJS) for Employment or BPJAMSOSTEK. The purpose of the study was to find out a Case Study of Digital-Based Service Innovation for Old Age Security Claims (JHT) by BPJS Ketenagakerjaan (BPJAMSOSTEK) Pekalongan Branch Office, Central Java. Research methods. The research method used to describe the problems that exist in this study is a qualitative method with a study approach. Primary data sources in this study came from interviews with informants. The informants in this case are employees who are directly involved in the implementation of public services, leaders and participants as users of services provided by BPJAMSOSTEK Pekalongan City Branch, Central Java. The technique used in this study was carried out in several steps, namely, data reduction (sorting, focusing and attention), data presentation (display) and drawing conclusions. Research result. The innovation attributes at BPJAMSOSTEK Pekalongan City Branch are in accordance with the relative advantage, suitability, complexity, possibility to try and ease of observation. In terms of acceptance of the information system, it is seen from 2 elements, namely the ease of use and the usefulness of the LAPAKASIK information system in accordance with the Theory Technology Acceptance Model (TAM): In the Internal User/BPJAMSOSTEK Aspect In the External Aspect User/BPJAMSOSTEK Participant. Keywords: Digital-Based Service Innovation, Old Age Insurance Claims (JHT) | | | This is an open access article under the
CC-BY 4.0 license. | | --- | --- | --- | INTRODUCTION Since December 2019 until the announcement of the Covid-19 case in Indonesia on March 2, 2020, until now it has had an impact on various sectors as well as the economic sector. Various government efforts to flatten the curve of the Covid-19 increase with Large-Scale Social Restrictions (PSBB), Transitional PSBB, the New Normal Era, to Restrictions on Enforcement of Community Activities (PPKM) Micro to Emergency PPKM have resulted in limited business activities. This also affects the economy. People's purchasing power is weakening so that many companies are not able to operate optimally. Several steps were taken by the company by temporarily laying off its employees (Anugerah et al., 2021; Dewi & Sunarta, 2021; Malahayati et al., 2021) . However, for companies that are not able to survive in the end, many companies lay off employees on a large scale. This has resulted in an increase in the number of claims for the Social Security Administering Body (BPJS) for Employment or BPJAMSOSTEK. Thus BPJAMSOSTEK as a public legal entity in charge of protecting all workers in this case must prepare service innovations in terms of resources and technology so that they will be able to provide o

FAQs

What is the study’s main purpose regarding JHT claims?

To study digital-based service innovation for Old Age Insurance (JHT) claims at the BPJAMSOSTEK Pekalongan Branch Office, Central Java.

What research method and data source are used?

A qualitative method is used, with primary data collected through interviews with employees involved in public service implementation, leaders, and service participants.

How are the data analyzed in the study?

The study applies data reduction (sorting, focusing, and attention), data presentation, and drawing conclusions from the analyzed results.

Sep 10, 2026

Upload by Adam