Digital Transformation in Welfare Provision: The Case of Indonesia’s Jamsostek-Mobile Platform

Authors

  • An Nisa Pramasanti Indonesia’s Social Security Agency for Employment (BPJS Ketenagakerjaan, Indonesia)
  • Tarimantan S Saragih Indonesia’s Social Security Agency for Employment (BPJS Ketenagakerjaan, Indonesia)
  • Arief Dahyan Supriadi Indonesia’s Social Security Agency for Employment (BPJS Ketenagakerjaan, Indonesia)
  • Triyastuti Setianingrum Center for Population and Policy Studies, Gadjah Mada University, Indonesia
  • Dipto Jatmiko Center for Population and Policy Studies
  • Wenty Marina Minza Center for Population and Policy Studies, Gadjah Mada University, Indonesia
  • Suryo Wahyu Utomo Harimurti Faculty of Psychology, Gadjah Mada University, Indonesia
  • Inge Handriani Faculty of Psychology, Gadjah Mada University, Indonesia
  • Fergie S Mahaganti Faculty of Psychology, Gadjah Mada University, Indonesia
  • Fadly Eka Pradana Faculty of Psychology, Gadjah Mada University, Indonesia
  • Rendra H Hutabara Faculty of Psychology, Gadjah Mada University, Indonesia
  • Denny Siregar Department of Sociology, Gadjah Mada University, Indonesia
  • R. Mochammad Andika Putra Department of Sociology, Gadjah Mada University, Indonesia
  • Yam’ahTsalatsa Abritaningrum Hakimul Ikhwan Department of Sociology, Gadjah Mada University, Indonesia

DOI:

https://doi.org/10.63332/joph.v5i10.3521

Keywords:

Welfare Provision, User Experiences, Jamsostek Mobile, BPJS Ketenagakerjaan, Employment Protection

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.

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Published

2025-10-14

How to Cite

Pramasanti, A. N., Saragih, T. S., Supriadi, A. D., Setianingrum, T., Jatmiko, D., Minza, W. M., … Hakimul Ikhwan, Y. A. (2025). Digital Transformation in Welfare Provision: The Case of Indonesia’s Jamsostek-Mobile Platform. Journal of Posthumanism, 5(10), 208–222. https://doi.org/10.63332/joph.v5i10.3521

Issue

Vol. 5 No. 10 (2025)

Section

Articles

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

CC Attribution-NonCommercial-NoDerivatives 4.0

The works in this journal is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.