Wednesday, 19 January 2022 | 18:52 WIB

Indonesian Health Ministry Wins Contact Center World Award

Secretary General of the Ministry of Health drg. Oscar Primadi, MPH (kemkes)

JAKARTA, NETRALNEWS.COM - The Indonesian Ministry of Health has again won the Contact Centre World (CCW) Award for Best Technology Innovation category of the Government sector, which was announced online on February 26th 2021.

The Gold Medal achievement is obtained from the online competition and conference of the 2020 Contact Centre World Top Ranking Performers Competition for the last global stage, which was the CCW World Level Year 2020.

Secretary General of the Ministry of Health drg. Oscar Primadi, MPH, expressed gratitude for the award. This achievement is a benchmark, a mandate, and a challenge that should be maintained and improved.

"I feel delighted with this achievement. The award that we have reached is the result of the Health Ministry's hard work, especially the Communications and Community Services Bureau. This achievement has indeed become a mandate and a challenge for us to be better in the future. Once again, I would like to say thank you," he said, as quoted from the Health Ministry's website on Wednesday (03/3/2021).

Before this achievement, the Health Ministry has started the process by conducting internal innovation and proposing the innovation idea by registering it to the first semester of 2020 Contact Centre World questionnaire selection which they passed as a finalist. They also made several accomplishments as the Gold Medal Winner and Rank #1 in the Best Practice Technology Innovation category of Asian Pacific level in October 2020.

A similar award was achieved by the Health Ministry as well in 2019 with a different innovation idea. The achievement has triggered the Health Ministry to do various plans and out of the box activities for supporting the Indonesia health service, especially during this pandemic.

The contact centre conferences and competitions in various countries are held online by the Contact Centre World from February 8th to February 11th 2021. The Indonesian Health Ministry is represented by the Head of Communications and Community Services Bureau, drg. Widyawati, MKM.

The Communications and Community Services Bureau, in their presentation video, discussed an Innovation Case titled Think Out of the Screen To provide HELP. Widyawati described the background, things that have been done, and various plans to support the citizens in facing and overcoming the COVID-19 pandemic.

In addition, the Communications and Community Services Bureau also provided introduction of several activities and applications that support Telehealth Service in a call centre Halo Kemenkes 1500567. It meant that the contact centre was trying to give easy access for the citizens, particularly through digital means during the pandemic period with several ways of reporting: chat, phone call, SMS, fax, and email.

To support the call centre service Halo Kemenkes 1500567, the Communications and Community Services Bureau has done various activities to optimize the service for the citizens, such as setting public service standard in the Health Ministry area, a competition of Call Centre service in the Health Ministry Public Service, and doing cooperation and coordination across institution, centres, and locals so that it will be easier for the citizens to get a health service access during this pandemic.

During the pandemic period, the Contact Centre Service Halo Kemenkes 1500 567 has played a role as one of the main communications, education, and report pillars for the citizens in an effort to slow down the spread of COVID-19 and to speed up Indonesia health services.