Utilization of JMO Application to Improve the Quality of JHT Program Services at BPJS Employment

Abstract

This study aims to evaluate the utilization of the Jamsostek Mobile (JMO) application in improving the quality of the Old Age Security (JHT) program services at BPJS Ketenagakerjaan (Indonesian Workers Social Security Agency). The background of this research stems from the growing need for efficient digital services, particularly since the COVID-19 pandemic restricted public mobility. In response, BPJS Ketenagakerjaan launched the JMO application to facilitate participants in accessing information and submitting JHT claims online. This research employs a library research method with a qualitative descriptive approach. Data were obtained from various credible secondary sources such as scientific journals, books, government regulations, and official reports.The findings indicate that the JMO application has provided easier service access for participants, especially in checking balances and submitting JHT claims. The app's features enable users to access services anytime and anywhere without having to visit a branch office physically. However, the application’s effectiveness is still hindered by several factors, including biometric verification failures, technical system issues, and limited internet access in certain regions. User satisfaction tends to be positive regarding information content, application interface, and timeliness, but remains low in terms of accuracy and ease of use. Furthermore, application updates have not shown significant innovation, and long-term development lacks a clear strategic direction. Based on these findings, it can be concluded that the JMO application holds great potential to strengthen BPJS Ketenagakerjaan’s digital service delivery. Nonetheless, it still requires systemic improvements and continuous innovation to effectively meet user needs and maintain sustainability and competitiveness in the digital transformation era.