Efektivitas Layanan Taspen One Hour Online Service (TOOS) dalam Memberikan Kemudahan Layanan Tabungan Hari Tua (THT) dan Pensiun Pertama Bagi Pegawai Negeri Sipil di PT Taspen (Persero) Kantor Cabang Utama Medan

Abstract

Taspen One Hour Online Service (TOOS) is Taspen's one-stop service which can be accessed via the website on the page https://tos.taspen.co.id/ which can submit online claims, as well as non-claim submissions, manage digital membership cards, tracking online applications, monitoring authentication status, taking online queues for public service malls, calculating ENT and pension benefits. However, the process of using the Taspen One Hour Online Service (TOOS) service by some participants experienced several obstacles which caused the claim process for Old Age Savings (THT) and First Pension funds to be late, apart from that there was still a lack of understanding about technology for the elderly, so they experienced difficulties. in using TOOS services which ultimately hampers the process and results in less program effectiveness. This research uses a qualitative method with a descriptive approach which is supported by using data collection techniques through interviews, observation and documentation processes. The data obtained were analyzed qualitatively using the service effectiveness theory approach proposed by Sudrajat, including service procedures, completion time, completion costs, adequate facilities and infrastructure, and also service products The results of the research show that the effectiveness of TOOS Services at PT Taspen (Persero) Medan Main Branch Office in terms of service procedures carried out at PT Taspen (Persero) Medan KCU using TOOS services is quite effective, and service implementation procedures are in accordance with existing SOPs, with information that is clear and transparent to the public, however the online service completion time on TOOS for some Participants or customers is still considered ineffective, because the TOOS service still often experiences errors and also the down/loading system causes customers to switch to manual claim submission . So the benefits of TOOS which are claimed to provide convenience and effectiveness have not yet been felt thoroughly by every participant, however the manual completion time can be said to be very effective. There is no charge for submitting a claim to TOOS. The facilities and infrastructure for providing TOOS services are considered effective because they provide a place to ask questions and also provide criticism or suggestions on the website.