BPJS Kesehatan Recognised at Indonesia Technology Excellence Awards 2025

The company secured the awards by enhancing efficiency in healthcare facility payments and strengthening knowledge management systems.

BPJS Kesehatan won in two categories at the Indonesia Technology Excellence Awards 2025, Automation - Health Insurance and Information Management - Health Insurance. The recognition covered projects that automated claim processes and introduced an AI-powered platform for internal knowledge management.

The various innovations that have propelled BPJS Kesehatan to achieve this prestigious recognition are advanced digital applications designed to streamline and optimise internal operational processes. These innovations have demonstrated tangible improvements in workflow efficiency, accuracy, and turnaround time within BPJS Kesehatan’s core administrative functions. Although some of these solutions are still being refined and progressively scaled, their successful pilot implementation has already proven their strategic value. Moving forward, BPJS Kesehatan is committed to institutionalising and expanding these innovations to reinforce operational excellence and long-term organisational resilience.

Revolutionising Claim Processes with RPA

BPJS Kesehatan applied robotic process automation (RPA) in claim correction and payment processes through the Robotic Automation for Claim Correction Entry (RACE) and Robotic Automation for Payment Input Data (RAPID) platforms. These tools replaced manual verification and data entry with faster and standardised execution.

Previously, cashiers re-entered account numbers and verified documents manually, which often caused delays and inconsistencies. RAPID now handles claim ID checks, validates account details against standardised references, verifies invoice values, and compiles payment files. Meanwhile, RACE shortened the correction process from about two to three minutes per claim to under 60 to 97 seconds.

Together, the platforms reduced processing times by 40 to 60%, lowered error rates, and established uniform procedures across branches.

Empowering employees through AI assistance

BPJS Kesehatan also launched JAPRI (JKN Assistant Platform Intelligence), a generative AI virtual assistant that improves access to company regulations and policies. Embedded in the Internal Human Capital (IHC) and SiLPi applications, JAPRI provides immediate, contextual answers to questions posed in natural language. 

Employees now obtain information without searching through documents or contacting staff. JAPRI supported more than 3,500 queries in its first eight months and achieved a satisfaction rating above 90%. The platform reduced repetitive inquiries to HR and procurement teams, freeing staff to focus on other tasks.

BPJS Kesehatan’s recognition at the Indonesia Technology Excellence Awards 2025 reflects the impact of automation and information management initiatives in the health insurance sector.

The Indonesia Technology Excellence Awards recognises groundbreaking technological projects and initiatives. It celebrates visionary leaders who are driving digital disruption, spearheading the tech revolution, and transforming industries through innovation.

The Indonesia Technology Excellence Awards is presented by Asian Business Review. To view the full list of past winners, click here. For more information, please contact Shela Ramos at +(65) 3158 1386 ext. 227 or [email protected].