BPJS Kesehatan has launched PANDAWA 24 Jam, a 24-hour administrative service through WhatsApp that allows the public to access services without queues and without time restrictions (15/04). The service was officially introduced in Jakarta Pusat at the BPJS Kesehatan headquarters.

The initiative is designed to make administrative healthcare services more accessible through a chat-based platform that operates continuously.

PANDAWA 24 Jam Expands Access to Digital Public Services Without Time Limits

The PANDAWA (Pelayanan Administrasi melalui WhatsApp) service enables users to complete administrative processes through WhatsApp chat without needing to visit service offices.

BPJS Kesehatan stated that the service removes time barriers and reduces the need for physical queuing, improving ease of access for the public.

The 24-hour availability is positioned as part of efforts to modernize service delivery in line with digital communication habits.

Kemkomdigi Supports Shift Toward Chat-Based Government Services

The Ministry of Communication and Digital Affairs (Kemkomdigi) supports the launch as part of Indonesia’s broader digital transformation in public services.

Minister Meutya Hafid stated that public services must adapt to digital society behavior patterns, noting that citizens already live in digital spaces.

“Masyarakat telah hidup di ruang digital, maka layanan publik juga harus mengikuti. Kita yang mengikuti masyarakat, bukan masyarakat yang harus mengikuti kebijakan kita,” she said during the launch event in Jakarta.

She also emphasized that service speed is critical, as delays can affect outcomes in urgent situations.

“Beda lima menit penanganan, hasilnya bisa jadi berbeda terhadap kelangsungan hidup seseorang,” she added.

High Internet Usage in Indonesia Strengthens Digital Service Adoption

The government highlighted that 80.66 percent of Indonesia’s population, or around 230 million people, are connected to the internet.

It was also noted that 90.8 percent of internet users in Indonesia use chat-based communication platforms, making WhatsApp-based services highly relevant for public access.

This high level of connectivity supports the transition toward digital government services that align with user behavior.

Government Emphasizes Collaboration in Digital Public Service Transformation

Kemkomdigi emphasized that successful digital transformation requires cross-sector collaboration to improve efficiency and service quality.

Minister Meutya Hafid stated that integrated efforts are needed to reduce inefficiencies in both time and public spending.

She added that the initiative is expected to improve public trust and deliver broader benefits to society through more effective services.

“Kami berharap layanan ini meningkatkan kepercayaan publik dan memberikan manfaat luas bagi masyarakat,” she said.

PHOTO: MINISTRY OF COMMUNICATION AND DIGITAL AFFAIRS

This article was created with AI assistance.

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