How BPJS Ketenagakerjaan Doubled On-Time Payment Compliance
One of its largest branches relied on manual payment reminders, leaving outstanding balances and cluttered records.
Interview with
Dimas Saputra
Branch Service Manager
2x
improvement in on-time payment compliance
Fewer complaints
with higher customer satisfaction
Lower cost
per reminder broadcast than before
One
single point of contact for every inquiry
About BPJS Ketenagakerjaan (BPJS TK)
BPJS Ketenagakerjaan administers employment social-security services. This case study covers a pilot at its largest branch, where payment reminders and member inquiries place a significant administrative load on the team.
The pilot concentrated on routine communication with members: reminders, records, and the route for inquiries. Its reported results are branch-pilot outcomes, not a claim that the same workflow has already been deployed nationally.
The Challenge
Before Cekat.AI, BPJS Ketenagakerjaan's largest branch relied on manual payment reminders, leading to outstanding balances, cluttered records, and low revenue absorption.
A manual reminder process made it harder to reach members consistently and keep payment records current. Outstanding balances and scattered follow-up notes also obscured which cases needed attention next.
“Sending reminders manually made it difficult to know which members had already been contacted and which still needed follow-up.”
Cekat.AI Solutions for BPJS Ketenagakerjaan (BPJS TK)
The approach for BPJS Ketenagakerjaan (BPJS TK) combines several connected workflows, from the first conversation through team follow-up.
“We needed reminders and inquiry records to be part of the same process, so the team could spend less time sorting messages.”
Make payment reminders timely and repeatable
Automated broadcasts replace repetitive manual reminders and give members a more predictable payment prompt. Scheduling the message sequence removes the need to rebuild each reminder manually and helps the branch maintain a consistent cadence.
Label member cases so the next action stays clear
Member conversations and payment-related cases are labeled to keep records easier to sort and follow up. Labels make it easier to separate a pending payment question from a case that has already moved to the next step.
Give every inquiry one shared contact route
A single point of contact and guided workflow help the branch route incoming questions while reducing repetitive administrative work. The branch can review a member's incoming question alongside the reminder history instead of treating each message as a new case.
Results
The following outcomes reflect the figures recorded in the client's case-study material. Their scope follows the available data.
2x improvement in on-time payment compliance. The pilot reported twice the on-time payment compliance after reminders became more systematic. The improvement is tied to the reported pilot and shows why systematic reminders mattered for payment discipline at that branch.
“The most useful change was being able to follow the payment reminder process with records that stay organized.”
Fewer complaints with higher customer satisfaction. Clearer communication and records accompanied fewer complaints and higher reported satisfaction. Clearer records helped the team respond with less uncertainty about what had already been communicated to a member.
Lower cost per reminder broadcast than before. Automating reminder broadcasts reduced the cost per reminder compared with the previous process. The case material reports a lower unit cost for broadcasts, although it does not provide the previous and new rupiah amounts.
One single point of contact for every inquiry. Members have one contact route for questions instead of navigating separate follow-up channels. That shared route also makes it easier to identify the responsible team and continue a conversation after a reminder is sent.
