Using the Biometric System in the Implementation of Digitalization in

Pension Payment Services

Rizky Bachrudin

and Dorien Kartikawangi

Magister of Communication Science Student, Universitas Indonesia, Jakarta, Indonesia

Lecturer of Communication Science, Universitas Indonesia, Jakarta, Indonesia

Keywords: Biometric System, Digitalization, Pension Fund Payment Service, #ICIB.

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.

1 INTRODUCTION

The Pension Fund Program is fund management that

promises periodic payments to participants at the time

of retirement or retirement. Payments of pension

funds are paid to pensioners (either participant or

family borne) through a paid partner that may be a

Bank or post. Payments of pension funds will cease

when penalties are subjected to several incidents such

as death, re-active work, or conduct activities that

violate the agreement between the insured and the

insurer (the body that receives pension risk).

Therefore, the payment of pension funds requires

periodic authentication to ensure that the recipient of

the pension fund is eligible.

PT Taspen (Persero) as a state-owned enterprise

that is regulated as a pension fund management body

for all State Civil Apparatus consisting of Civil

Servants, Head of Government, up to Board Members

with a total of 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 key to making the management of the

company profitable for the country. Noted, PT

Taspen (Persero) succeeded in becoming an SOE that

always generates a profit since 2014 (Kulsim, 2018).

Some of the breakthroughs made by PT Taspen

(Persero) become a special strategy in giving

maximal servants to the participants including

automatic claims service that makes the participants

do not need to come to the Office of PT Taspen

(Persero) as insurer or partner to pay periodic

authentication to ensure the right recipient under the

condition.

Periodic authentication is performed by the

insurer or insurer of the retired face-to-face way by

matching the registration number, photo, or signature

accordingly and Identity Card. Participants need to

take their pension funds regularly in partnership and

the funds received can be either physical in-kind or

sent to the account desired by the participants and the

paying partners.

In its development, the digitalization process

towards pension payments began to grow by

maximizing the existing technology. Now, the insurer

482

Bachrudin, R. and Kartikawangi, D.

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

DOI: 10.5220/0008432704820489

In Proceedings of the 2nd International Conference on Inclusive Business in the Changing World (ICIB 2019), pages 482-489

ISBN: 978-989-758-408-4

and the paying partner do not need to face to face with

the participants. Authentication can be done through

biometric mobile devices by voice recognition,

fingerprint, and face recognition. Any form of

biometric technology used is a manifestation of the

proof of the life process (proof of the recipient of the

pension is still alive). The pension fund will then

automatically log into the participant's account

without requiring attendance to the paying partner. In

the future, both the paying partner and the insurer's

office will have minimal claims for pension

payments. To achieve this, it needs an infrastructure

in the process of digitizing the retirement services that

serves as the authentication and verification of data,

data recording devices, applications, networks and

biometric licenses as a reliable solution for

Information & Communication Technology (ICT) for

the authentication process in the payment process

retirement can run faster and more accurately.

The implementation of the digitization of pension

payment services provides more valid retirement data

and makes it easier for all retirees to perform an

authentication process. The application of digitizing

pension payments is considered important because of

the complaints of retirees who often find it difficult to

introduce themselves to paying partners and become

commonplace because retired people are usually very

old (Iqbal in Setiawan, 2018). For retirees who cannot

take pension funds either due to physical or health

impairments, it can be represented by a power of

attorney. From the side of paying partners and

pension fund management agencies, if the handling

of pension payments remains done manually, eating

will be a difficult process of arranging and reporting

data of participants. This has caused a lot of fraud

(fraud) in which pension funds are used by

unauthorized people. Changes in communication

between insurers and participants from face-to-face

communication to mediated-communication to

ensure valid participant data gives rise to a number of

advantages and disadvantages that should be

examined more deeply. The advantages that occurred

visible from the effectiveness of communication

patterns of time and place on the process of periodic

pension payments while the lack intensity of

interaction between the two parties that can lead to

decreased customer attachment to pension fund

management company. The author believes that

opportunities in the utilization of technology in the

communications industry that occurs in the business

of pension funds can continue to grow so that the

effectiveness of communication patterns can be in

line with the goal of organizing a business pension

fund without reducing the emotional bond between

pension fund management companies with

participants.

From the legal point of view, the digitization of

pension payments has been guarded by the Guard,

Protection, Government and Development Team of

Kejati DKI (TP4D) for mechanisms that comply with

the legal rules concerning procurement development

and implementation, digitizing pension payment

services. The trick is to harmonize the rule of law

between the internal TOR of PT Taspen with other

legal rules including the rules concerning the Ministry

of SOEs and related to the budget mechanism and its

loading (Siagian, 2017).

The concept of digitizing the pension fund service

is technically adapting across the communication

sciences ie the field of information technology. This

digitalization is an integration of audio concepts in

which this digitalization system to recognize the

identity of the retiree uses sound sensors, then audio-

visual concepts are also used as a sensor system, there

is the concept of Data-Distribution-Network or better

known as Big Data, where the whole data on

pensioners is in the Big Data this later data will be

used to optimize the digitization of this pension fund

payment service.

The existence of new technology that aims to

provide convenience for retirees in terms of mobility,

of course, has decreased, then PT. Taspen holds this

digitization of course after passing through a series of

processes without exception judging from the side of

ethics and regulation. Referring to the ethical

understanding by Paul & Elder that ethics is a set of

concepts and guiding principles in deciding which

behaviors can be helpful or harmful to living beings

(2006), this digitization is in a position to make it

easier for living things. In terms of regulation,

digitization conducted by PT. Taspen has been

running as it should and has been legally guarded.

Based on the background of the problem

described above, the authors have the assumption that

the development of information and communication

technology in the face-to-face service industry,

especially in the service industry of pension fund

payments will have an impact on decreasing the

participant's engagement to the pension fund

management agency due to the reduced intensity.

Although current communication patterns built

between the two do not require high intimacy, with

face-to-face communication that has been done can

produce valuable information. The insurer will know

the personal difficulties experienced by retirees more

deeply, not just formal interaction to pay the rights of

pensioners.

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

483

The ease of being built through communication

patterns assisted by technology will lead to

difficulties because mediated communication

requires skills in using media for both parties.

Feedback received will experience delayed) because

the process of sending messages in the authentication

process requires the process.

Therefore, the purpose of this paper is to integrate

between the assumptions, propositions, and the

results of the discussion on a phenomenon that exists

in the service of pension fund payments that also

develop with the implementation of strategic

management in the field of information and

communication technology.

2 LITERATURE REVIEW

Pension fund

According to Wild, Subramanyam, and Halsey (in

Bachtiar: 2005: 177): The pension plan is the

employer's promise to provide employee pension

benefits, and the agreement involves three parties: the

employer, who contributes to the pension plan;

workers receiving rewards; and pension funds. A

pension fund is separated from the employer and

administered by the trustee. Meanwhile, according to

Kieso, Weygandt, and Warfield (in Wibowo: 2002:

147), "The pension plan is an agreement that provides

that employers or employers provide benefits to

employees after they retire on services they give

while still working ".

Technology Determination Theory

In the Technology Determination Theory, there are

three forms of the emergence of this theory. Three

forms are:

1. Normative

2. Logically important

3. Unintentional Consequences

In a journal by Paul S. Adler, The International of

Encyclopedia of Organization Studies, it is affirmed

that Technology determinism is divided into several

levels of analysis. At the broadest level, Technology

Determination has informed many analyzes of

changes in socio-economic configurations: the

transition from feudalism to capitalism, changing the

structure of work and skills of the workforce in the

20th century, the post-industrial emergence in post-

World War II era, the subsequent emergence of

"information society," "post-Fordism," and

globalization. For some, technological progress

represents a gradual emancipation promise of

mankind from unnecessary burdens of illness and

labor. For others, this same path represents the loss of

our humanity, ensnares us in a more complex,

alienating, and dangerous technological web.

Biometrics

Basically, the biometric system is a pattern

recognition system. There are four basic components

in this biometric system as described in the book

"Biometrics: Concepts, Methodologies, Tools, and

Applications, namely:

1. Sensors: The process of procuring data (or

sensors) that capture images and/or videos and

individuals who register to a biometric system

or use it for verification/identification

purposes

2. Features: The creation of templates that develop

biometric template patterns from input data

using machine learning, computer vision, and

pattern recognition techniques

3. Database System: Repository of registered

biometric user patterns

4. Matcher: Compare biometric patterns from the

user's "live" image to each biometric pattern

that is stored in the database system module.

Based on matching results, then made a

decision with respect to the identity of the

stored user then displayed on the system.

The biometric identity authentication system is

based on a person's biological characteristics, such as

face, voice, fingerprint, iris, gait, hand geometry or

signature. Identity authentication using faces or voice

information is a research area where scientists are

currently working very actively to develop

technology using this biometric system (Jadhav,

2006).

An identity authentication system must relate to

two types of events: whether the person claiming the

given identity is referred to as the client or if it is not

proven to have a relationship it can be said that the

person is not a person entitled to receive. Moreover,

the system may generally take one decision: accept

the client or reject it and decide he/she is a suspect

alien. Biometrics provides two functions of

identification and authentication or verification.

3 RESEARCH METHODS

Data Collection Technique

To obtain the data, the authors make observations,

interviews, and studies of supporting documents

concerning PT Taspen (Persero) in realizing the

digitalization of pension payments that the process

has been initiated since 2014. Observations made

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484

directly by the author of the work process, symptoms,

and behavior to record the various phenomena that

occur Observation Techniques / Observations,

according to Sutrisno Hadi in Sugiyono (2013), is a

complex process, two of which are the most important

processes of observation and memory. To strengthen

the results of the author's observation, the interviews

were conducted on the parties who have authority

over the pension payment service that is the Main

Manager of Services and Marketing Division as the

head of the work unit and Functional Marketing as an

expert staff in service at PT Taspen (Persero). The

writer's interview is appropriate to deepen the

material because according to Esterberg in Sugiyono

(2013), through interviews can be constructed

meaning in a certain topic which is the result of the

exchange of information and ideas. Subsequent

supporting data of the authors get based on the results

of annual management reports from 2015 to 2017.

According to Pivac (2017), the annual report can

provide a fair review of the company's development

in a business and the position of the company.

Data Processing Technique

Data processing techniques used to perform data

reduction because the data obtained from interviews

are not structured observes, and supporting

documents are quite complex. In the process of

summarizing, choosing the things that are considered

important, as well as looking for patterns according to

the theme that the author lifts, it takes a coding

process (Creswell, 2014) is a process where

researchers search for keywords from the description

interview that can answer the formulation of the

problem. The coding type is open coding because the

researcher studies the text (interview transcript, field

note, document) for information categorized as

prominent by the researcher (Creswell, 2014).

Furthermore, these prominent data writers make

reference to being analyzed more in-depth. According

to Ahmadi (2016), the analysis includes organizing

data, dividing data into manageable units, finding

patterns, and finding what is important, which can be

learned, and deciding what researchers will report in

this case the researchers focus on the process of

digitizing pension payments from a communication

point of view.

4 FINDINGS

Technology Can be Understood In All

Generations

The use of information and communication

technologies has accelerated the social networking

process for all generations, including elderly genders

that are the main targets in digitizing pension

payments. Enthusiastic of the elderly in using

information and communication technology is very

big seen from the number of participants who attend

to follow the enrollment of the process of recording

biometric data which will be used as the basis receipt

of payment pension. The online authentication

process can be done through biometric-based

smartphones such as fingerprint, face recognition,

and voice recognition. The pension payments that last

several years take about three hours by queue,

according to Iqbal in Riyandi (2018), now 3 minutes.

The management believes that technology is

beneficial to all people and the age of retirees is not a

barrier to information and communication technology

can be maximized. The process of enrollment or

biometric data recording is conducted from May to

October 2018. The enthusiasm for recording is highly

visible from the number of participants who are

recording at the Main Branch Office of Jakarta PT

Taspen (Persero). Based on the observation of the

author, the number of participants who attend always

meets the waiting room since early May. There is a

concern for pensioners that their rights cannot be paid

if they have not yet done biometric recording

especially on the payment of Pension 13 and Hari

Raya allowance (THR) to be paid in June 2018. This

is supported by the press release spread by the

company on 28 May 2018, it is stated that the

biometric data recording activity does not affect the

payment of Pension 13 and THR for pensioners

because it is not mentioned in the technical guidance

of the implementation of the grant referred to the

Government Regulation No. 18 of 2018 on the

Provision of Salaries, Pensions or Third Allowance of

Civil Servants, Soldiers The Indonesian National

Armed Forces, Members of the Indonesian National

Police, State Officials and Pensioners or Benefits.

The enrollment process can be done in all the paid

Partners who have the means adequate. In accordance

with the statement a Functional Marketing as follows:

"Implementation of enrollment may be performed in

all paying partners where the relevant pensioner is

registered as long as the intended paying office

already has sufficient means to enroll"

Biometric recording activities for retirees

reaching 2 million participants take about six to eight

months and use approximately 10 thousand

socializing workers. As stated by Faisal Rahman,

Director of Planning, Business Development and

Information Technology, "Taspen is working with

Dukcapil (Directorate General of Population and

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485

Civil Registration) to enroll 2, 5 million retired

participants". This shows that in maximizing

information and communication technology, it

requires large data processing and involves various

parties. Dukcapil plays a major role in the

management of participant's retirement data because

it is fully responsible for all the formulation and

implementation of policies in the field of population

and civil registration in accordance with the

provisions of the legislation.

The Level of Customer Satisfaction Remains High

The level of customer satisfaction on the services of

PT Taspen (Persero) as the agency of pension fund

manager is quite high in the recent period. From the

last two years management report, the corporate

satisfaction index in 2016 reached 96.6% for pension

participants and in 2015 it reached 92.9%. In that

year, the use of technology for digitizing pension

payments through biometric data does not yet exist.

The use of the only technology that has been used is

automatic claim payments in which participants do

not need to collect all data requirements to file a

pension claim. The management body will utilize Big

Data which is already a part of the cooperation

between PT Taspen (Persero) with Dukcapil.

Through integrated data, the automated claims

service system ensures that the pensioner will

immediately get the right as a pensioner upon

entering full time. Participants only need to fill out a

completed payment receipt from before the pension

limit and are payable immediately upon maturity. The

automated Claims Service program can be said to be

the embryo of digitizing pension payments that can

facilitate pensioners.

In terms of communication, the use of Big Data is

a profitable business because abundant data can be

obtained in real-time, much information can be

obtained and used. The results of data processing can

facilitate various circles, including the elderly who

are not too closely related to technological

developments.

Through the use of big data in cooperation with

Dukcapil, payment management companies such as

PT Taspen (Persero) will make the data accuracy and

completion of claims of participants faster and easier

validation of claims process. Through Electronic

Identity Card (e-ID card) data integrated with Taspen

participant number, registration of members of the

Civil State Apparatus will be more effective.

Management believes that through the use of data and

information technology and communications, it will

be able to improve service to participants who will be

seen on the level of satisfaction of participants in the

next year.

The Channels of Communication are Diverse

In doing the service, in essence, technological

progress does not necessarily immediately kills the

existing communication channel before. Through

digitizing pension payments, branch offices are being

added to meet the needs of participants all over

Indonesia. Finally, at the beginning of 2018, it has

inaugurated two branch offices for Bone (South

Sulawesi) and Pamekasan (East Java). Total branch

offices of PT Taspen (Persero) reached 57 scattered

in all provinces in Indonesia. In fact, the spirit of

digitalization of pension payments has been echoed

from mid-2017 which aims to not many participants

who must come to the Branch Office of PT Taspen

(Persero) or to the Partner Office Pay. It aims to have

participants of various options to authenticate so that

the payment of pensions can be in accordance with

applicable provisions. Iqbal Latanro (in October

2018) as President Director emphasized that

innovation continues to bring closer service so that

participants get faster, easier, safer, more comfortable

and maximal service. As a service provider,

organizations can not force all parties to

simultaneously shifting into digitizing pension

payments. For participants who do not have the skills

in using existing technology, especially in

authentication of pension payments through

biometry, it is also necessary face-to-face service to

answer those needs so expanding the network by

building a new Branch Office is one of the right ways.

The Process of Digitalization Gets a Psychological

Challenge

Information and communication technology is

essentially a basic human need for the process of

managing and obtaining information in a context that

will benefit the whole society. But in practice in the

industry of management and payment of pension

funds, there is a psychological aspect of the challenge

that is the need of retirees to interact. In fact, the

pensioners are often queued since dawn on the day of

pension payments. This then motivates pension fund

managers to provide a payment pattern that does not

require a queuing system as it takes time and energy

for retirees who are not young anymore. The queue is

not a problem as retirees flock to paying partners with

a mission to meet old friends and wait for pension

money. According to Ali, a Retired teacher in 2000 in

Rahman (2016), "Not just want to take pension

money, but meet friends become one thing routine

every month,".

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Culture is inherent in the community of

pensioners, of course, be a challenge for pension fund

management agencies such as PT Taspen (Persero).

Although technology is needed to make a process

effective, it will still face many challenges in its

implementation process.

5 RESULT AND DISCUSSION

We Technological sophistication is not just based on

a single discipline. In the subject of today's authors,

the digitization of pension payments proves that

clumps of communication fields also need to

collaborate with other clumps of fields. Technology

system used by PT. Taspen (Persero) is a system that

uses biometric concepts that we look for journals

about biometrics (Fingerprint, Face recognition, and

voice recognition). What is the same effect of

communication

The use of information and communication

technologies has accelerated the social networking

process for all generations, including elderly genders

that are the main target in digitizing pension

payments. Kolehmainen (2016) revealed that the

development of information and communication

technology had increased the knowledge of the older

generation and its skills in accessing information.

Information technology is proven to improve the

welfare of the elderly as part of a holistic way of self-

preservation.

The technology included in Kolehmainen also

includes virtual-tools, robots, games, and remote-

operated monitoring systems which show that all of

these communications technologies play a major role

in improving the welfare of the elderly as they

successfully create social networks and

communication portals so that stimulating the thought

process that ultimately pushes itself to dependency.

According to Reardon (2010), many people

ignore the role of technology in the elderly generation

because of the adaptability to technology that is not

as fast as the younger generation when it actually

distances the elderly's chance to maintain and

improve their physical, mental, and emotional well-

being. So to ensure the elderly get the same benefits

of technological advances, it takes the structure of the

design and management of personal skills according

to the criteria of the elderly generation. Kolehmainen

(2016) also explained that in the future technology is

needed to be built on the character of the elderly

because the evidence of his research shows that

information and communication technology is used to

create inter-generational communication both

personally and publicly.

The author believes that information and

communication technology can play a much bigger

role than simply making the communication process

more effective in terms of the distribution of pension

funds. The ease was given so as not to queue and

travel to the partner pay as well as Branch Office PT

Taspen (Persero) make the life of the elderly better.

Lancu and Lancu's (2017) study revealed that

information and communication technology

indirectly increases life expectancy when used

appropriately. As life expectancy increases, the need

will also increase realistically and force the industry

to compete in providing better products/services to

offer. Knowing how the elderly generation

understands technology and understanding the profile

of the elderly generation becomes an important aspect

and needs to be taken into account by the business

industry, government, to stakeholders such as social

service companies. Lancu and Lancu (2017) add that

the elder generation is caught as a sensitive

community and is often characterized as a lowly,

demanding group, and has plenty of free time. But in

reality, the elderly actually require integration in

social interaction.

The implementation of digitizing pension

payments by maximizing biometric data recording

has addressed the need for the elderly generation of

technology. However, face-to-face communication is

still needed by pensioners as a society needs. Through

the integration of the use of information and

communication technology, the elderly generation

can be more independent and participate in social

activities.

The right technology for the elderly is the

Assistive Technology defined by Chernbumroong

(2010) personalizable tools that can maintain or

enhance a person's capacity such as wireless

communication systems, mobile data collection, and

how to control the environment to maintain physical,

cognitive and active involvement. The digitalization

technology of pension payments can be said precisely

because it minimizes the dangerous work for

pensioners. This is in line with what Gamberini stated

in Chernbumroong (2010) which explains that to

unify technology and the elderly generation needs to

avoid excessive physical contact and make

connections between old-age users and pension fund

managers. Existing communication patterns tend to

be transactional where both parties have their own

goals to get their rights and obligations, so that when

the channel changes it will not have a significant

effect.

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Evident from the assessment of the level of

customer satisfaction within the last two years when

digital services through big data began to be done, the

result of customer satisfaction remains high and

considered very satisfactory for participants. But with

the development of information and communication

technology that resulted in the absence of the

participants coming directly to the paying partners to

take pension funds, need to be developed more deeply

so as to meet also the social needs of the pensioners

to interact with others. Nedopil et al (2017) argue that

parents will be more motivated to use technology

especially in certain situations such as when the

technology is compatible with their routines and

when they are able to directly assess that the

technology is greater than the effort while learning to

use it. When it meets both requirements, then the

number of users of the elderly generation to utilize

information and communication technology will

continue to increase.

6 CONCLUSIONS

This study concludes that technology can be used in

all circles including the elderly generation especially

in the financial business such as pension payments.

The technology used needs to have several conditions

such as avoiding pressure for the user, facilitating

communication or authentication process, and

meeting the integration needs of social interaction

owned by the older generation.

Minimal service of face-to-face communication

does not have an impact on the sense of engagement

because the communication process is built only to

the extent of transactional communication whereby

participants make sure to get pension funds and

pension fund managers to perform their duties

through the authentication process. In order to know

the difficulties and complaints of the participants, the

pension fund management agency needs to regularly

conduct customer satisfaction assessments every

year.

As a result, digitizing pension payments can make

participants satisfied with the services provided. The

elder generation is essentially a sensitive community

of technology and wants to increase its knowledge

and skills in accessing information and

communication technology because it can increase

independence and communication with its

environment.

Recommendation

Based on the conclusions presented by the author,

information and communication technology can be

utilized for authentication needs through biometrics

consisting of voice recognition, fingerprint, and face

recognition. The pattern of communication that turns

into mediated communication is not an obstacle when

the communication meets the needs of the parties

concerned. This form of information and

communication technology needs to be supported by

good data management (big data) with the right

human resource skill. The use of biometric data can

be done in various industries that require personal

authentication in a fast, accurate and valid manner

with sufficient intensity of interaction so as to support

the satisfaction and needs of the use of information

and communication technology.

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488

Bramanda. (2018). Ini Dia Cara Terbaru PT Taspen

Sejahterakan Pensiunan https://asn.id/berita/11148/ini-

dia-cara-terbaru-pt-taspen-sejahterakan-pensiunan

Kulsum, Umi. (2018). Laba Taspen 2017 melonjak 188%

http://keuangan.kontan.co.id/news/laba-taspen-2017-

melonjak-188

Maryono. (2018). BTN Bidik 6,7 Juta Peserta Taspen.

http://www.beritasatu.com/bisnis/478192-btn-bidik-

67-juta-peserta-taspen.html

Oktarinda, Anggi. (2018). Taspen Buka Kantor Cabang ke-

56 di Pamekasan

http://finansial.bisnis.com/read/20180117/215/727443/

taspen-buka-kantor-cabang-ke-56-di-pamekasan.

Rahman, M. Fadli S. (2016). Ini Dia Kisah Para Lansia

yang Rela Antre hingga Larut Malam Demi Uang

Pensiunan

http://banjarmasin.tribunnews.com/2016/09/05/ini-dia-

kisah-para-lansia-yang-rela-antre-hingga-larut-malam-

demi-uang-pensiunan?page=2 diakses pada tanggal 27

Mei 2018.

Riyandi, Saugi. (2018). Kini, Ambil Uang Pensiunan PNS

dan BUMN Cuma Tiga Menit Tanpa Antre. diakses

pada

https://www.jawapos.com/read/2018/01/25/183857/ki

ni-ambil-uang-pensiunan-pns-dan-bumn-cuma-tiga-

menit-tanpa-antre pada tanggal 27 Mei 2018.

Setiawan, Sakina R.D. (2018). Digitalisasi, Pembayaran

Pensiun PT Taspen Lebih Efektif. Diunduh pada

https://ekonomi.kompas.com/read/2018/01/19/192317

426/digitalisasi-pembayaran-pensiun-pt-taspen-lebih-

efektif tanggal 28 Mei 2018

Siagian. (2017). TP4D Kejati Dki Jakarta Kawal Program

Digitalisasi Pembayaran Pensiun Pt Taspen. Diakses

pada http://beritaobserver.com/2017/07/26/tp4d-kejati-

dki-jakarta-kawal-program-digitalisasi-pembayaran-

pensiun-pt-taspen/ pada tanggal 28 Mei 2018.

APPENDIX

Annual Report PT Taspen (Persero) 2016.

Annual Report PT Taspen (Persero) 2017.

Transcript of Interview with Functional Marketing of

PT TASPEN (Persero).

Transcript of Interview with Main Manager of PT

TASPEN (Persero) Service and Marketing Division.

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

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