Digital Transformation in Welfare Provision: The Case of Indonesia’s Jamsostek-Mobile Platform
Year: 2025
Type: article
Abstract: Digital transformation has profoundly reshaped the governance and delivery of welfare services worldwide. In Indonesia, this shift is exemplified by the Jamsostek Mobile (JMO) application developed by BPJS Ketenagakerjaan, a state-run platform integrating employment-related social protection services. This article analyzes JMO as a case study of digital transformation in welfare provision, highlighting how user experience (UX) emerges as a critical infrastructure in mediating access, trust, inclusion, and democratic legitimacy. Through mixed-methods research—surveys (n=486), usability tests, and qualitative interviews—the study unpacks the cognitive, emotional, and institutional dimensions of platform-based welfare delivery. We argue that UX in digital welfare systems should be reframed as a public good and infrastructural element, not a secondary technical feature. This reconceptualization is necessary to ensure equitable access, reduce digital stratification, and promote transparent, empathetic, and citizen-centered welfare governance in an increasingly platformized state.
Source: Journal of Posthumanism
Authors: An Nisa Pramasanti, Tarimantan S Saragih, Arief Dahyan Supriadi, Triyastuti Setianingrum, Dipto Jatmiko, Wenty Marina Minza, Suryo Wahyu Utomo Harimurti, Inge Handriani, Fergie S Mahaganti, Fadly Eka Pradana, Rendra H Hutabara, Denny Siregar, R. Mochammad Andika Putra, Yam’ahTsalatsa Abritaningrum Hakimul Ikhwan
Institutions: BPJS Ketenagakerjaan, Universitas Gadjah Mada
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4415141309
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