Karina Kusumawardani, Head of Marketing Communication and Helpdesk, GovTech Health-DTO Ministry of Health, Indonesia

1. How do you use technology/policy to improve citizens’ lives? Tell us about your role or organisation.  

As Head of Marketing Communication and Helpdesk at the GovTech Health-Digital Transformation Office (DTO) Ministry of Health, I oversee the communications team, events team, and helpdesk (customer operations) team.

The digital transformation of the healthcare sector requires the implementation of a communication strategy that can change people's behaviour, from not using to using technology products.    

In March 2023, we launched SATUSEHAT Mobile to replace PeduliLindungi. Thanks to the implementation of a comprehensive communication strategy, the transition went smoothly and the SATUSEHAT app was accepted by the public. 

At that time, the narratives and information we published – and independently reproduced by the content creators – had helped us to disseminate information widely to the public.   

This brings me great satisfaction. I believe that relevant and digestible information will make it easier for people to optimally use government technology products.    

I also lead the Helpdesk unit, as a partner in excellence to improve the quality of technology products developed by the GovTech Health-DTO Ministry of Health. Through user feedback and complaints, I want to ensure that the health technology products we have developed are reliable.  

We monitor and process the feedback so that it can be responded to by the product team, technology team and data team. Bug findings will be fixed immediately through version updates or dashboard improvements. 

I have 14 years of experience in the world of government transformation, both as Assistant Head of the Presidential Working Unit for Supervision and Development (UKP4), REDD+ Management Agency, and Risk Communication Team Member for Priority Health Programmes.   

At every step of the transformation, there is always technology. I was involved in developing online monitoring and reporting systems and currently the development of SATUSEHAT as the National Health Information System, and the launch of INA Digital.   

2. What was the most impactful project you worked on this year? 

When I joined in 2022, I was involved in the G20 communications team for healthcare and health technology and this role continued during the ASEAN Chairmanship in 2023. It was great to see how other countries adopted Indonesia's health technology initiatives.

Other remarkable moments include the transition of PeduliLindungi to SATUSEHAT Mobile in 2023, and now communicating how SATUSEHAT becomes the national health data ecosystem with its various derivative products such as SATUSEHAT Mobile, SATUSEHAT Platform, SATUSEHAT Data, SATUSEHAT Logistics, and others. 

Another project is the implementation of communications for INA Digital from its launch until the limited trial last September 2024. 

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3. What was one unexpected learning from 2024?   

The once in a lifetime lesson I learned this year was how to transition the organisation into GovTech Health-DTO of the Ministry of Health.   

The year 2024 is a time where Indonesian GovTech organisations are adapting to regulations and undergoing a new government transition. At the same time, I still need to be able to deliver technology products that are expected by policy makers and fulfil the needs of society. I enjoyed the learning process with all its ups and downs.    

4. What’s one tool or technique you’re excited to explore in 2025? 

I would like to continue exploring the application of health technology in terms of communication and customer operations because we will be serving hundreds of millions of users.

The year 2025 will be very interesting as the government will launch a free health check programme using SATUSEHAT Mobile. SATUSEHAT Mobile will be used for registration and monitoring of health check-up results. 

The implementation of communication strategy and customer operations for this programme will be very challenging for me. 

5. Everybody’s talking about AI today – give us your hot take on AI and what it means for the public sector.    

I see that AI has benefits and people who use AI are ahead of the curve. The use of AI in healthcare must prioritise ethics and the guidance we follow from the Ministry of Communications and Digital. 

We hope that we can provide robust input to the guidelines for the use of AI in the health sector and that they can be adopted throughout the health sector. The implementation of AI in the

Ministry of Health's testing environment is currently underway and continues to be developed. 

In terms of communication, I am challenged because AI technology in healthcare always brings new innovations. My role will be to ensure that the public understands, adapts to, and believes in AI technology in the healthcare sector. 

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6. What are your priorities for 2025?   

I want to contribute to the advancement of society through technology. Technology accelerates and expands reach so that more people can access useful services.

Another priority, I want to continue my studies to the doctoral level which has been long planned. I feel that what I have done in government has been able to generate several research proposals, especially in the areas of GovTech learning and technology transformation.   

7. What advice do you have for public sector innovators? 

Avoid the assumption that the public or users already have the same level of understanding as those of us who have been working daily in technology development or technology policy making. Always conduct trials to various groups of people and focus on the targets and goals to be achieved.

In the public sector, collaboration is needed so that the reach of our technological innovations can be wider and can be used quickly.  

8. Who inspires you today? 

My sources of inspiration are those who I learn from, including Mr Kuntoro Mangkusubroto, Prof Emil Salim, Prof Adi Utarini, Mrs Eniya Listiani Dewi, and Mr Muridan S. Widjojo. They are smart people who contribute to the country in their respective fields. They inspire me and encourage me to achieve even more. 

Not to forget my parents, who gave me the opportunity, a woman who chose her own way of development through education and organisations. 

This feature was made possible in partnership with Pusdatin-DTO Ministry of Health of the Republic of Indonesia.