INOVASI PELAYANAN PUBLIK MELALUI MOBILE JAMINAN KESEHATAN NASIONAL (JKN) DI RSUD dr. SAYIDIMAN MAGETAN

INNOVATION OF PUBLIC SERVICES THROUGH THE MOBILE NATIONAL HEALTH INSURANCE (JKN) APPLICATION AT RSUD dr. SAYIDIMAN MAGETAN

Pelayanan kesehatan yang mudah dan cepat menjadi harapan masyarakat, sehingga BPJS Kesehatan meluncurkan aplikasi Mobile JKN untuk mempermudah akses layanan. Namun, di RSUD dr. Sayidiman Magetan masih ditemukan kendala dalam penggunaannya. Beberapa peserta, terutama lansia, tidak menggunakan aplikasi karena keterbatasan kemampuan teknologi. Ada juga yang merasa bingung mengoperasikannya atau berhenti menggunakan karena aplikasi sering error dan lambat. Hal ini menunjukkan bahwa meskipun Mobile JKN bermanfaat, masih diperlukan upaya agar aplikasi ini benar-benar dapat diakses dan digunakan secara optimal oleh semua kalangan.

Tujuan dalam penelitian ini untuk menganalisis inovasi pelayanan publik melalui Mobile JKN di RSUD dr. Sayidiman Magetan. Metode penelitian ini adalah deskriptif kualitatif. Fokus penelitian mengacu pada teori e-Government Harvard John F. Kennedy (JFK) yaitu Support (Dukungan Pemerintah), Capacity (Kemampuan/ Kapasitas Pemerintah), dan Value (Manfaat yang Dirasakan Masyarakat). Sumber data yang digunakan adalah data primer (informan) dan data sekunder. Instrumen penelitian adalah pedoman wawancara sesuai dengan teori e-Government Harvard John F. Kennedy (JFK).

Implementasi aplikasi Mobile JKN di RSUD dr. Sayidiman Magetan menunjukkan keberhasilan melalui dukungan pemerintah, kapasitas teknis, dan manfaat bagi masyarakat. Aplikasi ini mempermudah akses layanan dan meningkatkan efisiensi. Namun, masih ditemukan hambatan seperti rendahnya literasi digital, keterbatasan pemahaman teknologi oleh pasien, gangguan jaringan, dan kurangnya koordinasi antar unit. Perlu penguatan pelatihan, peningkatan infrastruktur, dan perbaikan komunikasi internal untuk optimalisasi layanan.

Kata Kunci: Mobile JKN, BPJS Kesehatan, inovasi pelayanan publik, e-Government, Rumah Sakit

Health services that are easy and fast have been the hope of the community, so BPJS Health launched the Mobile JKN application to facilitate access to services. However, at RSUD dr. Sayidiman Magetan, obstacles were still found in its usage. Some participants, especially the elderly, did not use the application due to limited technological skills. Others felt confused operating it or stopped using it because the application often experienced errors and was slow. This indicated that although Mobile JKN was beneficial, efforts were still needed to ensure the application could be accessed and used optimally by all groups.

This study aimed to analyze the innovation of public services through Mobile JKN at RSUD dr. Sayidiman Magetan. The research method used was descriptive qualitative. The focus referred to the e-Government theory by Harvard John F. Kennedy (JFK), which includes Support (Government Support), Capacity (Government Capacity), and Value (Benefits Perceived by Society). Data sources included primary data (informants) and secondary data. The research instrument was an interview guide based on the JFK e-Government theory.

The implementation of the Mobile JKN application at RSUD dr. Sayidiman Magetan showed success through government support, technical capacity, and benefits for the community. The application facilitated access to services and improved efficiency. However, barriers such as low digital literacy, limited technological understanding among patients, network disruptions, and lack of coordination between units were still found. Strengthening training, improving infrastructure, and enhancing internal communication were needed to optimize the service.

Keywords: Mobile JKN, BPJS Health, public service innovation, e-Government, hospital.