Digital Maturity Level Measurement and Digital Transformation Strategy Development for PEME Department of BPJS Kesehatan

Abstract

BPJS Kesehatan is a government-established Non-Profit Organization (NPO) in Indonesia that provides health insurance services to the entire population. The Department of Extension, Monitoring, and Participant Examination is responsible for expanding the participant base. Digital strategies have been implemented to improve efficiency of the performance, especially during the Covid-19 pandemic. However, there have been obstacles in reaching participant targets in 2020 and 2021. To measure the organization's digital maturity level and develop appropriate digital strategies, a mixed research method combining qualitative and quantitative approaches was used. Interviews and questionnaires were conducted with seven individuals directly involved in that department. The research identified four levels of digital maturity: Lagging, Adapting, Mature, and Best Practice. The average maturity level was found to be 2.63, ranging between Adapting and Mature. The research identified 27 indicators and categorized into five categories by 5 different theories: Digital Security, Communications, Data Management, Hardware & Infrastructure, and Program Management. Five digital strategies were recommended based on these categories: information and data literacy, communication and collaboration, digital content creation, security, and problem-solving. The study also contributes academically by combining digital maturity theories from TechSoup and Microsoft, focusing on the digital transformation of NPOs. Practical guidelines and recommendations were provided to BPJS Kesehatan Kupang for developing digital strategies. The adoption of appropriate digital technology can improve efficiency, participant registration, satisfaction, and community benefits. By implementing the right strategies, BPJS Kesehatan Kupang can effectively achieve participant expansion goals and contribute to research on NPOs in the healthcare sector in Indonesia.