BPJS Kesehatan implements CX126 to enhance service standards

BPJS Kesehatan is implementing the Customer eXcellence 126 (CX126) program to enhance service quality for National Health Insurance (JKN) participants across 126 branch offices. The initiative aims to measure service implementation and identify best practices that can be replicated throughout the organization.

BPJS Kesehatan President Director Prihati Pujo Waskito stated that rising public expectations and information transparency make the participant experience vital for building institutional reputation and trust. The program focuses on providing services that are easy, fast, equitable, and solution-oriented.

The CX126 assessment utilizes a comprehensive approach based on eight pillars: Customer Experience, Operational Performance, Digital Maturity, Governance, Risk Management, Stakeholder Engagement, People Excellence, and Organizational Culture. The goal is to ensure consistent service quality across both physical branch offices and digital channels, such as Care Center 165, Mobile JKN, and PANDAWA.