{"id":61806,"date":"2026-09-07T19:23:47","date_gmt":"2026-09-07T12:23:47","guid":{"rendered":"https:\/\/kompassindonesianews.com\/?p=61806"},"modified":"2026-09-07T19:23:47","modified_gmt":"2026-09-07T12:23:47","slug":"bpjs-kesehatan-ri-bangun-standar-customer-excellence-melalui-cx-126","status":"publish","type":"post","link":"https:\/\/kompassindonesianews.com\/index.php\/2026\/09\/07\/bpjs-kesehatan-ri-bangun-standar-customer-excellence-melalui-cx-126\/","title":{"rendered":"BPJS Kesehatan RI, Bangun Standar Customer Excellence Melalui CX 126"},"content":{"rendered":"

Surabaya<\/span> – KompassIndonesianews.com,<\/span> BPJS Kesehatan Bangun Standar Customer Excellence melalui CX126<\/strong><\/p>\n

Surabaya, 4\/9\/2026 \u2013 BPJS Kesehatan terus mendorong peningkatan kualitas pelayanan kepada <\/strong>
\npeserta JKN melalui Customer eXcellence 126 (CX126), yang dirancang untuk mengukur <\/strong>
\nimplementasi customer excellence di 126 Kantor Cabang BPJS Kesehatan. Selain itu, juga <\/strong>
\nmengidentifikasi praktik terbaik yang dapat menjadi pembelajaran dan diterapkan secara lebih <\/strong>
\nluas.<\/strong>
\nDirektur Utama BPJS Kesehatan, Prihati Pujo Waskito, mengatakan bahwa perkembangan <\/strong>
\nekspektasi masyarakat terhadap pelayanan publik membuat pengalaman peserta menjadi bagian <\/strong>
\npenting dalam membangun reputasi dan kepercayaan publik. Baginya di era keterbukaan<\/strong>
\ninformasi, customer experience adalah pilar utama pembentuk reputasi dan kepercayaan publik, <\/strong>
\nJumat (4\/9).<\/strong>
\n“Oleh karena itu, kita harus adaptif dalam memahami ekspektasi peserta serta tanggap <\/strong>
\nmemberikan solusi. Peserta tidak hanya membutuhkan layanan yang dapat diakses, tetapi juga <\/strong>
\nkepastian informasi dan kualitas pelayanan yang konsisten, baik ketika berinteraksi melalui Kantor <\/strong>
\nCabang maupun kanal layanan seperti Care Center 165, Mobile JKN, PANDAWA, dan kanal <\/strong>
\ndigital lainnya,\u201d kata Pujo.<\/strong>
\nCX126 menjadi salah satu upaya BPJS Kesehatan untuk membangun standar pelayanan yang <\/strong>
\nberorientasi pada prinsip Mudah, Cepat, Setara, dan Solutif. Menurut Pujo, CX126 tidak sekadar <\/strong>
\nmencari Kantor Cabang dengan performa terbaik, tetapi juga melihat faktor yang membentuk <\/strong>
\nkeunggulan pelayanan agar dapat direplikasi di Kantor Cabang lainnya.<\/strong>
\n\u201cKeberhasilan di satu Kantor Cabang harus menjadi inspirasi bagi Kantor Cabang lainnya. Best <\/strong>
\npractice yang telah teruji harus kita replikasi, sehingga pelayanan terbaik menjadi standar kolektif <\/strong>
\nkita bersama,\u201d ujar Pujo.<\/strong>
\nPujo menjelaskan, CX126 menggunakan pendekatan penilaian yang komprehensif melalui <\/strong>
\ndelapan pilar, yaitu Customer Experience, Operational Performance, Digital Maturity, Governance, <\/strong>
\nRisk Management, Stakeholder Engagement, People Excellence, dan Organizational Culture. <\/strong>
\nSelain itu, penilaian juga melibatkan Voice of Customer untuk memastikan pengalaman peserta <\/strong>
\nmenjadi bagian dari pengukuran kualitas pelayanan.<\/strong>
\nPada kesempatan yang sama, Ketua Dewan Pengawas BPJS Kesehatan, Stevanus Adrianto <\/strong>
\nPassat, menyatakan bahwa kualitas pelayanan merupakan wujud nyata kehadiran Program JKN <\/strong>
\nyang langsung dirasakan oleh peserta. Menurutnya, kemudahan akses, kejelasan informasi, <\/strong>
\nkeamanan proses, serta kepastian solusi akan menentukan pengalaman peserta sekaligus <\/strong>
\nmembangun kepercayaan terhadap Program JKN.<\/strong>
\n\u201cPelayanan unggul hanya dapat terwujud apabila seluruh unsur bergerak dalam satu arah, bekerja <\/strong>
\ndengan standar yang sama, serta menempatkan kebutuhan peserta sebagai orientasi utama. <\/strong>
\nCX126 perlu ditempatkan sebagai bagian dari proses pembelajaran dan perbaikan organisasi yang <\/strong>
\nberkelanjutan,\u201d tegas Stevanus.<\/strong>
\nHasil asesmen tidak berhenti pada pemberian penghargaan, tetapi perlu diterjemahkan menjadi <\/strong>
\nlangkah perbaikan yang konkret, terukur, dan dapat dipantau keberlanjutannya. Stevanus <\/strong>
\nmengatakan bahwa melalui CX126, BPJS Kesehatan mendorong agar praktik pelayanan terbaik <\/strong>
\ndapat direplikasi dan menjadi standar bersama di seluruh Kantor Cabang.<\/strong><\/p>\n

“Dengan demikian, keberhasilan Program JKN tidak hanya dilihat dari capaian masing-masing <\/strong>
\nKantor Cabang, tetapi dari kemampuan organisasi menghadirkan pengalaman pelayanan yang <\/strong>
\nsemakin konsisten bagi seluruh peserta JKN. Ukuran keberhasilan yang sesungguhnya adalah <\/strong>
\nketika setiap peserta JKN, di mana pun berada, merasakan layanan yang semakin mudah, cepat, <\/strong>
\nsetara, dan dapat diandalkan,\u201d kata Stevanus.<\/strong>
\nSementara itu, Direktur Kepesertaan BPJS Kesehatan, Akmal Budi Yulianto, menambahkan, <\/strong>
\nkeunggulan pelayanan tidak ditentukan oleh besar kecilnya Kantor Cabang, lokasi, maupun tingkat <\/strong>
\ntantangan yang dihadapi. Keunggulan lahir ketika kepemimpinan, proses, teknologi, sumber daya <\/strong>
\nmanusia, dan budaya pelayanan bergerak dalam satu arah.<\/strong><\/p>\n

(Joni)<\/strong><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Surabaya – KompassIndonesianews.com, BPJS Kesehatan Bangun Standar Customer Excellence melalui CX126 Surabaya, 4\/9\/2026 \u2013 BPJS…<\/p>\n","protected":false},"author":1,"featured_media":61807,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"kia_subtitle":"","footnotes":""},"categories":[19,21],"tags":[],"newstopic":[],"class_list":["post-61806","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-berita","category-daerah"],"yoast_head":"\nBPJS Kesehatan RI, Bangun Standar Customer Excellence Melalui CX 126 - KompassIndonesiaNews.com<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kompassindonesianews.com\/index.php\/2026\/09\/07\/bpjs-kesehatan-ri-bangun-standar-customer-excellence-melalui-cx-126\/\" \/>\n<meta property=\"og:locale\" content=\"id_ID\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BPJS Kesehatan RI, Bangun Standar Customer Excellence Melalui CX 126 - 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