Jamsostek adopts int'l standardized quality management

Ridwan Max Sijabat, The Jakarta Post, Jakarta

State-owned workers' insurance company PT Jamsostek has received ISO certification setting international standards for the company in providing services to its customers.

The ISO 9001:2000 certification was presented by president of PT SGS Indonesia Robert James Rom Paris to Jamsostek president director Hotbonar Sinaga in a ceremony on the weekend.

Rom Paris said the certification would prompt a cultural change in Jamsostek's management and the company's future direction.

"The handing-over of the certificate involves a long process and demands the company's commitment to implementing internationally standardized quality management in investing its assets and providing a service to the public," he said.

"The certification is an international recognition of the company in terms of the delivery of services to satisfy customers, good corporate governance and transparency."

Rom Paris said the certification would also provide motivation for Jamsostek to give better service to its customers.

The certification was granted after SGS Indonesia and PT Surveyor Indonesia conducted a five-month audit of Jamsostek's investment and service systems from December 2006 to March 2007.

Hotbonar said the certification would improve the company's status as a national financial institution as well as improving its services to workers as customers.

He said that receiving the certification meant Jamsostek had to ensure its investments and services to workers followed international standards.

"We are required to comply with international quality management in investing our assets and delivering services to our customers. For instance, Jamsostek will deposit its funds in banks certified by SGS and protect our workers with social security programs," he said.

Currently Jamsostek manages almost Rp 50 trillion (approximately US$5.3 billion) in assets with some 25 million workers registered with the company. However, only about 7.9 million workers are active and many employers have reported only a part of their workforce or their gross monthly salaries to Jamsostek.

Jamsostek's director of operations and services Achmad Anshori said the application of international standardized quality management in operations and services was expected to improve the company's credibility in the eyes of customers and attract more workers and employers to take part in social security programs.

"We are required to be professional in carrying out programs and delivering satisfactory service to all clients," he said.

"However, the awarding of ISO certification can be revised if the company is found to have failed in its implementation of international service standards because the certification will be audited every six months," he added.

Jamsostek is yet to implement an online system and one-day service to customers in accordance with ISO standards and continues to maintain that a ministerial decree requires workers to wait for six months before withdrawing funds in the pension benefit program.