Table 7.

Data extraction of interview results.

No.	Critical success factors	Is there any or not	Conditions at BPJS-K	Interviewees
				1	2	3
1	Ability to adjust the information system	✓	•Mobile JKN implementation aims to digitize BPJS-K services •Other objectives for planning in decision making •Mobile JKN connects participants with BPJS-K •The challenge is how Mobile JKN can be developed to facilitate NHS participants	✓	✓	✓
2	Business process adjustment capability	✓	•Mobile JKN helps business process needs in adjustment of the BPJS-K information system •Innovation of manual business processes becomes automated with Mobile JKN •Online queue for FKTP in collaboration with Mobile JKN •Unnecessary information and services sent to the branch office or center (self-service)	✓	✓	✓
3	Top management support	✓	•Commitment of the leader to support Mobile JKN •Involvement in Mobile JKN development	✓	✓	✓
4	IT staff ability	✓	•Mobile JKN in-house development of BPJS-K •General training to improve employee competence •The teams involved are organized based on planning, development, operation and business process optimization (BPO) •The challenge is with limited human resources in order to remain efficient and effective	✓	✓	✓
5	Another success factor	✓	Socialization	X	✓	X