Digital Exclusion on the SIAPKerja Platform in the Implementation of Welfare-to-Work Programs in Indonesia

Abstract

Digitized Welfare-to-Work (WtW) programs have the potential to improve the quality of public services by providing individuals with services tailored to their needs. However, in developing countries such as Indonesia, the implementation of digitized WtW programs requires reassessment, as it may lead to digital exclusion, particularly among individuals with limited access to digital technology. This study will closely examine how digital exclusion occurs and influences the implementation of a fully online welfare-to-work program with the launch of the SIAPKerja platform in the Job-Loss Insurance (JLI) program. In order to investigate the case, this study employs a mixed-method approach combining surveys with program participants and qualitative semi-structured interviews with 37 policymakers and service providers. The results show that the digitization of WtW services through the JLI program has the potential to enhance service efficiency and affordability. The integration of digital technology, particularly through the SIAPKerja platform, allows participants to create professional portfolios, search for jobs, and claim benefits under the JLI program. However, digital exclusion remains a significant challenge in the implementation of the JLI program. Some participants face difficulties accessing the SIAPKerja platform due to geographical barriers, low digital literacy, age-related factors, and socio-economic constraints. Furthermore, limitations in database integration reduce the reliability of the SIAPKerja application, as participant data is only accessible from the National Social Security Administration for Employment (NSSAE) office where they are registered, restricting seamless access to services. To enhance the effectiveness and inclusivity of the JLI program, We recommend the policymakers to create hybrid and user-friendly menus on the SIAPKerja platform to mitigate the risks of digital exclusion. Furthermore, future research should focus on evaluating the effectiveness of integrating national employment databases, examining public-private partnerships in digital infrastructure, and exploring hybrid WtW models to provide valuable insights for optimizing employment services in developing countries.