Using the Biometric System in the Implementation of Digitalization in Pension Payment Services

Abstract

PT TASPEN (Persero) as a state-owned enterprise which is regulated as a pension fund management institution for all government employees consisting of Civil Servant, Head of Government, up to Board Member with a total number of participants reaches 6.7 million participants consisting of 4, 2 million active participants and 2.5 million retired participants. As government agencies that have to serve the community and have an obligation to pay dividends to the SOE ministries, the effectiveness of services is the main key to make the management of the company profitable for the country. From the main key of the service, then TASPEN makes an innovation by using the biometric system which used on pattern recognition. To obtain the data, the authors make observations, interviews, and studies of supporting documents concerning TASPEN in realizing the digitalization of pension payments that the process has been initiated since 2014. Data processing techniques used to perform data reduction because the data obtained from interviews, observation, and supporting documents are quite complex. The findings in this study are that technology can be understood in all generations (baby boomers generations included), the level of customer satisfaction remains high, communication channels are diverse, and the process of Digitalization gets a psychological challenge.