{"id":17295,"date":"2026-09-07T06:30:37","date_gmt":"2026-09-07T06:30:37","guid":{"rendered":"https:\/\/sriwijayapertama.net\/?p=17295"},"modified":"2026-09-07T06:30:37","modified_gmt":"2026-09-07T06:30:37","slug":"tingkatkan-kualitas-pelayanan-jkn-bpjs-kesehatan-bangun-standar-customer-excellence-melalui-cx126","status":"publish","type":"post","link":"https:\/\/sriwijayapertama.net\/index.php\/2026\/09\/07\/tingkatkan-kualitas-pelayanan-jkn-bpjs-kesehatan-bangun-standar-customer-excellence-melalui-cx126\/","title":{"rendered":"Tingkatkan Kualitas Pelayanan JKN, BPJS Kesehatan Bangun Standar Customer Excellence melalui CX126"},"content":{"rendered":"<p><strong>Sriwijayapertama.net Surabaya \u2013<\/strong> BPJS Kesehatan terus mendorong peningkatan kualitas pelayanan kepada peserta JKN melalui Customer eXcellence 126 (CX126), yang dirancang untuk mengukur implementasi customer excellence di 126 Kantor Cabang BPJS Kesehatan. Selain itu, juga mengidentifikasi praktik terbaik yang dapat menjadi pembelajaran dan diterapkan secara lebih luas.<\/p>\n<p>Direktur Utama BPJS Kesehatan, Prihati Pujo Waskito, mengatakan bahwa perkembangan ekspektasi masyarakat terhadap pelayanan publik membuat pengalaman peserta menjadi bagian penting dalam membangun reputasi dan kepercayaan publik. Baginya di era keterbukaan informasi, customer experience adalah pilar utama pembentuk reputasi dan kepercayaan publik.<\/p>\n<p>&#8220;Oleh karena itu, kita harus adaptif dalam memahami ekspektasi peserta serta tanggap memberikan solusi. Peserta tidak hanya membutuhkan layanan yang dapat diakses, tetapi juga kepastian informasi dan kualitas pelayanan yang konsisten, baik ketika berinteraksi melalui Kantor Cabang maupun kanal layanan seperti Care Center 165, Mobile JKN, PANDAWA, dan kanal digital lainnya,\u201d kata Pujo, Jum&#8217;at (4\/9\/2026).<\/p>\n<p>CX126 menjadi salah satu upaya BPJS Kesehatan untuk membangun standar pelayanan yang berorientasi pada prinsip Mudah, Cepat, Setara, dan Solutif. Menurut Pujo, CX126 tidak sekadar mencari Kantor Cabang dengan performa terbaik, tetapi juga melihat faktor yang membentuk keunggulan pelayanan agar dapat direplikasi di Kantor Cabang lainnya.<\/p>\n<p>\u201cKeberhasilan di satu Kantor Cabang harus menjadi inspirasi bagi Kantor Cabang lainnya. Best practice yang telah teruji harus kita replikasi, sehingga pelayanan terbaik menjadi standar kolektif kita bersama,\u201d ujar Pujo.<\/p>\n<p>Pujo menjelaskan, CX126 menggunakan pendekatan penilaian yang komprehensif melalui delapan pilar, yaitu Customer Experience, Operational Performance, Digital Maturity, Governance, Risk Management, Stakeholder Engagement, People Excellence, dan Organizational Culture.<\/p>\n<p>Selain itu, penilaian juga melibatkan Voice of Customer untuk memastikan pengalaman peserta menjadi bagian dari pengukuran kualitas pelayanan.<\/p>\n<p>Pada kesempatan yang sama, Ketua Dewan Pengawas BPJS Kesehatan, Stevanus Adrianto Passat, menyatakan bahwa kualitas pelayanan merupakan wujud nyata kehadiran Program JKN yang langsung dirasakan oleh peserta.<\/p>\n<p>Menurutnya, kemudahan akses, kejelasan informasi, keamanan proses, serta kepastian solusi akan menentukan pengalaman peserta sekaligus membangun kepercayaan terhadap Program JKN.<\/p>\n<p>\u201cPelayanan unggul hanya dapat terwujud apabila seluruh unsur bergerak dalam satu arah, bekerja dengan standar yang sama, serta menempatkan kebutuhan peserta sebagai orientasi utama. CX126 perlu ditempatkan sebagai bagian dari proses pembelajaran dan perbaikan organisasi yang berkelanjutan,\u201d tegas Stevanus.<\/p>\n<p>Hasil asesmen tidak berhenti pada pemberian penghargaan, tetapi perlu diterjemahkan menjadi langkah perbaikan yang konkret, terukur, dan dapat dipantau keberlanjutannya. Stevanus mengatakan bahwa melalui CX126, BPJS Kesehatan mendorong agar praktik pelayanan terbaik dapat direplikasi dan menjadi standar bersama di seluruh Kantor Cabang.<\/p>\n<p>&#8220;Dengan demikian, keberhasilan Program JKN tidak hanya dilihat dari capaian masing-masing Kantor Cabang, tetapi dari kemampuan organisasi menghadirkan pengalaman pelayanan yang semakin konsisten bagi seluruh peserta JKN. Ukuran keberhasilan yang sesungguhnya adalah ketika setiap peserta JKN, di mana pun berada, merasakan layanan yang semakin mudah, cepat, setara, dan dapat diandalkan,\u201d kata Stevanus.<\/p>\n<p>Sementara itu, Direktur Kepesertaan BPJS Kesehatan, Akmal Budi Yulianto, menambahkan, keunggulan pelayanan tidak ditentukan oleh besar kecilnya Kantor Cabang, lokasi, maupun tingkat tantangan yang dihadapi. 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