Social Security for Workers in Indonesia

Transcription

1 Social Security for Workers in Indonesia Strategic Planning Division Date : June 17

2 The Mandate SOCIAL SECURITY FOR ALL

3 17 August years of Indonesia s independency A dream of 70 years long to have welfare for all of its people 3

4 Regulation Transition Indonesia s Constitution 1945 Article 34 act 2 : The state provides social security system for all citizens and empowers the people who are weak and incapable in accordance with human dignity Law 3/1992 Employee Social Security Article 3 act 2 : Every worker has the right to have employee social security protection Law 40/2004, National Social Security System Article 2 : National Security System is delivered based on principles of humanitarian, benefit and social justice for all the people of Indonesia Article 18: Social security programs includes health benefit, occupational accident benefit, provident fund, pension benefit and death benefit Law 24/2011, Social Security Administering Body Article 5 act 1: The establishment of social security administering body Article 5 act 2: The social security administering bodies are: 1. BPJS Kesehatan (BPJS Health) 2. BPJS Ketenagakerjaan (BPJS employment) 4

5 Indonesia Social Security Reform Death Benefit (JKM) Old Age Saving (JHT) Occupational Accident Benefit (JKK) Pension Benefit (JP) Indonesia s Social Security Administrators Health protection for all citizens of Indonesia Protection for all workers in Indonesia (Law no. 24/2011) 5

6 Transformation Area in BPJS Ketenagakerjaan Membership Expansion Law Enforcement Product Transformation Service Quality Enhancing operational capacity in order to expand the membership exponentially Implementation of law enforcement Pension benefit as the new product and Return to Work as the Occupational Accident benefit expansion Service channel expansion, membership data quality improvement, customer relationship strategy, customer centric organization and human capital competency 6

7 The Mandate NEW ERA IN BPJS KETENAGAKERJAAN

8 Vision To be a WORLD, class social security organization trusted, friendly and EXCEL in OPERATIONS and SERVICES Image designed by freepik.com 8

9 Positioning Bridge for Workers Welfare 9

10 Towards the World Class Vision BPJS Ketenagakerjaan 2018 Membership Services Investment Brand Establishment Workers Welfare Delivering Service Excellence Delivering operational excellence Full Program Operation Sustainability Benefit & Service Members 80% Formal Workers 5% Informal Workers Customer Satisfaction 92% World Class Services Assrt Under Management > Rp. 420 T Sustainable Customer Intimacy Leading Good Investment Governance World Class Smart Financial Management Employer of Choice Good Governance & Zero Fraud World Class Social Security Administration Brand Equity: 85 10

11 Paradigms Shifting Product Centric Compulsory Customer Centric Need Driven Law Enforcement Passive Traditional & Paper Based Relationship Active Modern & Electronic Image originally designed by 11

12 BPJS Ketenagakerjaan (1 July 2015 onward) NEW ERA OF SOCIAL SECURITY FOR WORKERS

13 Transformation Implications Coverage Formal workers All workers (formal and informal) in Indonesia including foreign workers who works at least 6 months in Indonesia. Image originally designed by 13

14 Transformation Implications Programs Death Benefit (JKM) Death Benefit (JKM) Occupational Accident Benefit (JKK) Occupational Accident Benefit (JKK) Provident Fund (JHT) Provident Fund (JHT) Health Benefit (JPK) Pension Benefit (JP) Image originally designed by 14

15 Programs Death Benefit (JKM) Contribution: Formal (0,3% monthly wage) & informal workers (Rp, 6,800,00) Total compensation Rp ,00 Scholarship for the children of total amount Rp ,00 Contribution Formal (0,24 1,74% from monthly wage) & informal workers (nominal amount based on category of each reported wage) Health services (unlimited) Compensation Scholarship for the children (died or permanently disable after working injury incident) Return To Work (RTW) Employment Injury Benefit (JKK) Provident Fund (JHT) Contribution Formal (3,7% from employer, and 2% from employee) & informal workers (based on the reported wage categories) Lumpsum: Accumulated contribution with investment return. 10% of the balance can be withdrew within 10 years or 30% of the balance for housing ownership Contribution Formal workers (2% from employer, and 1% from employee) Defined benefit Old age pension, disable pension, widower pension, children pension and parent pension for unmarried workers Pension Benefit (JP) 15

16 Total Benefit Primary Programs + Addition Benefits Food Benefit Transportation Benefit Housing Benefit Health Benefit Education Benefit Additional benefits aim to provide more affordable basic needs for better quality of life of the workers Image originally designed by 16

17 Total Benefit trough BPJS Incorporated Ease of acces to public transportation Professional & prudent invetment management Good investment processes & procedures Long term stable, growing and reliable investment results Total value relationship approach Transportation Benefits Financial Benefits BPJS TK Inc. Housing Benefits Health Benefits Food Benefits High return on fund management Clinics at workers areas in all regions Prevalent distribution of affordable food for workers Affoirdable housing for workers 17

18 BPJS Ketenagakerjaan PROGRAM

19 Active Protection for Workers It s not workers who seek BPJS Ketenagakerjaan in order to have protection but BPJS Ketenagakerjaan expands its access to provide protection for all workers Photo: National Geographic, shot by Reza 19

20 Service Network Expansion 105 local goverments (PTSP), 1130 service point office 11 regional offices, 326 branch offices new branch offices

21 National ID (NID) number in BPJS Ketenagakerjaan Membership Card National ID number Smart Card National Social Security System Law, Article 13, Act 13a Social Security Administrator must provide single identity number to its members BPJS Ketenagakerjaan is the First Public Institution to integrate National ID number in Its Whole Operational System Image designed by freepik.com 21

22 Data accuracy Simplified process Business process efficiency Access availability and realibility Fast & low cost processes Integrated with other public services using NID as Common Reference Number Image designed by freepik.com Process 2 Integration 1 National ID (NID) Utilization in BPJS Ketenagakerjaan Membership Benefit 4 Features 6 3 Information 5 NID as source of data profile and validation NID as member identity e Registration NID as basis for claim verification for benefit payment NID as basis for Online eligibility access in hospitals e Claim Access in all e - channels Education (balance simulation) Information Balance, service network Access to all other features are validated by member profiles using their NID 22

23 Operational and Service of BPJS Ketenagakerjaan New Landscape Access to workers wherever they are Access to workers by any medias Access to workers whenever possible Operational & service excellence for workers, ease of access and fraud suppression

24 Membership Internal Data Data from other referrence ENFORCEMENT Membership data management (accuracy and security) from various resources Data from Media Data from Tax Data from Industry Validation and data quality and accuracy based on National ID Matching Validation PAYMENT Payment through All Channels Validated Registration REGISTRATION CalonTidak Mendaftar Validated National ID, Registration throughout the channels Registration flexibility and easiness access: Channel, Media, Time Flexibility and Payment Security Validated Potential Data Workers or Employers register National ID Effective Enforcement

25 Services Administrative Sanction Integration with public services for administrative sanction : Tax, Immigration, Home Affairs Ministry, Police, Industry Enforcement Inspection to not-comply employers and workers National ID as unique ID and common reference number Additional Benefit Partnership to create additional value and benefit to workers and industry. Services Claim verification using NID Online access of service to Trauma Center in the Hospital for Employment Injury Benefit Information access in all of our channel through validated profile using National ID Access to additional benefit use National ID: Housing, Food, Scholarship, Training, Severance aid. Administration Via channel (physical and Electronic) synchronized with National ID by Home Affairs Ministry

26 Customer Centric in Our Services Customer Information File (CIF) CIF is framework to realize a concerted data profile (Single Customer Identification File) dor our individual workers. Customer view 360 o Provide comprehensive information/profile about our members Decision Making Shorten decision making process related to membership and services Program Profile of (History Record of Individual contribution, Employers Record of Salary and Survivors Family History Claim, history members Complaint, Membership Benefit) Data The scope of information in CF refers to data standard set by BPJS Ketenagakerjaan, as part of the Data Governance. Accuracy Efficiency and performance accuracy in marketing /coverage extension Service Delivery Personalize more intensive service to our members

27 Service in Our Channel to Workers Branch Offices SPO (Service Point Office) BRI - BJB PPOB (Payment Point Online Banking) Local Government ATM (BRI, Mandiri, BNI, BTN, BCA, BJB, Bukopin) RSTC (Trauma Center Hospital) Web Smart Kiosk Mobile & SMS Online 121 Online Formal Workers Registration Information (program, Account balance) Update Data Claim Claim Payament (Cash) Payment via online transfer to bank account Informal Workers Registration Information (program, Account balance) Contribution Payment Update Data Claim Claim Payment (Cash) Payment via online transfer to bank account

28 Service in Our Channel to Employers Branch Offices SPO (Service Point Office) BRI - BJB PPOB (Payment Point Online Banking) Local Government ATM (BRI, Mandiri, BNI, BTN, BCA, BJB, Bukopin) RSTC (Trauma Center Hospital) Web Smart Kiosk Mobile & SMS Online 121 Online Employers Information Employer Registration Employee Registration Contribution Payment Data Updating Claim Claim payment (Cash) Payment via online transfer to bank account

29 Channels Nationwide (1.130 Points) 72 Local Governments Collaboration Operational (2,694 Healthcare Facilities) ( ATM) Branch offices Information Smart kiosks Mobile access Payment Point Online Banking ( points) Social Media BPJS BPJS Ketenagakerjaan PHYSICAL CHANNELS ELECTRONIC CHANNELS 29

30 New Service Culture (Caring) (Simple) (Interactive) (Modern) (Active) PRIMA service starts with caring for our members Easy-Friendly service processes Interactions with our members through various ways High quality services through modern channels Proactive communication and services Physic New Concept in Branch Offices People New service values (PRIMA) PRIMA values training for all branch offices employees Increasing the numbers of CSOs Process Service flow simplification Standardizing SLA Fast Track Claim (e claim) Integrated Complaint Handling 30

31 New Branch Concept Modern & Less Bureaucracy More Friendly Fast Track through e Claim Services 31

32 Total Benefit Ease of acces to public transportation Transportation Benefits Financial Benefits Health Benefits High return on fund management Clinics at workers areas in all regions Housing Benefits Food Benefits Prevalent distribution of affordable food for workers Affordable housing for workers 32

33 We Offer MORE JHT JKK JKM JP Main products Total Benefit Data analytics-crm Informative Providing relevant information content with the need of members through various channels e-service SIPP Internet base for Money Inexpensive Transacting in minimal cost with the choices of various channels whenever and wherever Physical Evidence Process People Friendly Friendliness in services Members More Benefit Providing more benefit through primary products and additional products Easy to Access Excellence and Reliable Continuous improvement Risk Management Applications Data Center/DRC Network Continually providing high quality service with minimal errors PPOB IODS Branches Supp. Branches Providing easiness in accessing BPJS Ketenagakerjaan through various channels Image designed by freepik.com 33

34 Our citizens are much more important than customers.. We have to treat them even better than we would to customers Mats Sjostrand, Director General Swedish National Tax Agency 34

35 Thank You Kantor Pusat BPJS Ketenagakerjaan Gedung Jamsostek Jl. Jend. Gatot Subroto No. 79 Jakarta Selatan T (021) F (021)