IMPLEMENTASI KOMUNIKASI DIGITAL PADA WEB LAPAK ASIK DALAM KLAIM JHT DI BPJS KETENAGAKERJAAN BOGOR

Novia Fitri Aisyah; Amiruddin  Saleh

doi:10.53565/nivedana.v7i1.2266

Novia Fitri Aisyah Institut Pertanian Bogor (IPB), Program Studi Komunikasi Digital dan Media, Bogor, Indonesia.
Amiruddin Saleh Pusat Pengembangan Sumber Daya Manusia, Lembaga Kepemimpinan dan Pendidikan

DOI: https://doi.org/10.53565/nivedana.v7i1.2266

Keywords: bpjs ketenagakerjaan, e-government, jht, lapak asik, online claims

Abstract

The Covid-19 pandemic has driven a massive transformation in public services, including BPJS Ketenagakerjaan, which has introduced the Lapak Asik digital service innovation to facilitate direct claims for Old Age Security (JHT). This study aims to analyze the implementation of the Lapak Asik website in the JHT claim process at the Bogor Branch Office of BPJS Ketenagakerjaan and to analyze the obstacles encountered in the implementation of the Lapak Asik website in the JHT claim process. The theory used is the e-government theory, which emphasizes the use of information technology to improve the accessibility, transparency, and efficiency of public services. The research method used a qualitative approach through observation, active participation, interviews, and literature studies during a four-month internship. The results of the study show that the implementation of the Lapak Asik website as a digital communication tool in the JHT claim process at the Bogor Branch Office of BPJS Ketenagakerjaan has helped speed up and simplify the service process, but its effectiveness is not yet optimal because many participants are still unfamiliar with how to use the digital system. Therefore, it is necessary to improve digital education through video tutorial training, as well as strengthen technical support by providing online assistance services such as chat or a dedicated hotline to help participants who experience difficulties when submitting digital claims. In addition, increased socialization and assistance are needed.

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