Indonesia's BPJS Kesehatan Launches Smart Digital Assistant SISCA JKN

RRI.CO.ID, Jakarta - The Social Security Agency for Health (BPJS Kesehatan) has officially launched a new digital service called Smart Integrated Solution Customer Assistant (SISCA) JKN. The innovation was introduced at the BPJS Kesehatan headquarters in Jakarta on Tuesday, February 3, 2026.

This intelligent avatar is designed to provide essential information and initial responses to users of the Mobile JKN application. The initiative reflects BPJS Kesehatan’s commitment to improving access and convenience for participants of the National Health Insurance (JKN) program.

BPJS Kesehatan President Director Ghufron Mukti emphasized that the development of artificial intelligence marks an important step in enhancing service quality. He noted that advanced technology is not intended to replace human roles, but rather to strengthen and support the performance of human resources.

“Transformation is not only about regulation and governance, but also about how we use technology and data as the foundation for decision-making. Digital transformation is key to addressing these challenges. With SISCA JKN, we hope to improve both the quality and accessibility of services through digital interaction in the Mobile JKN app,” Ghufron said.

BPJS Kesehatan’s Director of Information Technology, Edwin Aristiawan, explained that the agency has also developed three other advanced digital innovations: SmartClaim JKN, Smart Analysis, and Smart Insight.

“SmartClaim JKN is an AI-based claim verification system that helps verifiers accelerate the process while improving the quality of initial claim checks. The system supports automation of administrative and clerical verification tasks that were previously manual,” Edwin said.

He added that AI assistance allows verifiers to focus on claims requiring deeper review. “In the early stages, the system still requires active involvement from verifiers, but further development and refinement will be carried out gradually,” he noted.

Edwin further explained that SmartClaim JKN strengthens oversight and accountability, while Smart Analysis and Smart Insight are designed to accelerate data analysis for strategic decision-making.

BPJS Kesehatan Supervisory Board Chair Abdul Kadir also expressed support, highlighting the efficiency gains from AI adoption. “With AI, claim verification becomes faster and more precise. It also enables early detection of potential fraud in hospitals,” Abdul Kadir said.

“In terms of services, AI shortens response times. For example, participants seeking information no longer need to visit branch offices, as AI can provide answers directly,” he added.

BPJS Watch Advocacy Coordinator Timboel Siregar welcomed the innovations, stressing the importance of consistent development to fulfill the mandate of Indonesia’s health laws.

“This makes it easier for the public to access health services and information. Hopefully, this digital legacy will continue to be developed as part of realizing the mandate of our health legislation,” Timboel said. (Misni Parjiati/Sri Wahyuni)