Analysis of Digital-Based Health Services at The Office of The Meulaboh Social Security Management Agency, West Aceh Regency

Digital healthcare services provided by Indonesia's Social Security Administration Agency or called BPJS have become central to enhancing access and the quality of healthcare nationwide. This study evaluates the digital services at the BPJS office in West Aceh, specifically in implementing the National Health Insurance (JKN) program in Meulaboh. Using public service dimensions such as reliability, responsiveness, assurance, empathy, and tangibility as a framework, the research aims to assess how effectively these services meet public needs. A qualitative case study approach was employed, involving interviews, observations, and document analysis to gather data. Informants were chosen through purposive sampling, and the data were analyzed using a public service model. The study reveals that while BPJS has largely succeeded in fulfilling its obligations under the JKN program in Meulaboh, the digital services offered via the Mobile JKN app still need to meet public expectations fully. Concerns remain about the app's accessibility and usability, highlighting the need for further improvements. The study concludes with recommendations for enhancing digital service delivery to meet user needs and expectations