Optimizing the Use of Mobile JKN as an Effort to Increase Access and Ease of Health Services

Abstract

Mobile JKN, the official application of BPJS Kesehatan, is intended to simplify administrative access to Indonesia’s National Health Insurance (JKN), yet its utilization remains uneven. This review aimed to identify the factors inhibiting and supporting Mobile JKN utilization and to derive optimization strategies for health administrative services. A narrative literature review with an integrative approach was conducted on eight Indonesian studies published between 2023 and 2026 that addressed the utilization, education, mentoring, implementation barriers, online queue, or administrative efficiency of Mobile JKN. Data were charted using a standardized extraction matrix, classified by design and level of evidence, and analyzed through thematic synthesis organized by the Human–Organization–Technology fit (HOT-fit) framework. Five studies were education or mentoring interventions, mostly reported as community-service activities, and three were facility-based studies of online registration. Limited knowledge and digital literacy were the most frequently reported barriers, whereas network disruption was reported at facility level. Where outcomes were measured, education was followed by marked knowledge gains (from 42% to 84% among 45 rural participants and from 7.7% to 92.3% among 26 vocational students), and one teaching hospital reported that approximately 90% of patients registered online; no study measured waiting time or staff workload quantitatively. This review contributes a HOT-fit–based synthesis that distinguishes evidence-based strategies (education and mentoring) from theory-informed recommendations (help desks, workflow integration, infrastructure, and monitoring). BPJS Kesehatan and health facilities should combine sustained digital-literacy programs with facility-level assistance, and future studies should use controlled designs with objective efficiency outcomes.