Professional Documents
Culture Documents
Daftar Isi
Table of Contents
Tema dan penjelasan
Theme and Explanation
Tentang Askes
Askes at Glance
Penghargaan 2011
2011's Apreciation
10
11
Kinerja Ekonomi: Nilai Bagi Pemegang Saham dan Kontribusi Bagi Negara
Economic Performance: Value for Shareholders and Contribution For Nation
16
19
25
40
46
Prakata
Preface
Kinerja Ekonomi
Economic Performance
Tentang Askes
Askes at Glance
Prakata
Preface
Kinerja Ekonomi
Economic Performance
Farid W. Husain
Komisaris Utama President Commissioner
Tahun 2011 merupakan tahun customer focus bagi Askes. Hal tersebut
direalisasikan dengan kegiatan revitalisasi kegiatan usaha dan pengembangan
produk yang mampu meningkatkan kualitas layanan yang diberikan,
penerapan strategi pemasaran produk yang memperluas pasar untuk mencapai
prospek usaha yang lebih baik
2011 was a customer focus year for Askes. It was realized by the revitalization of business activities
and product development to improve the quality of service as well as the implementation of product
marketing strategies to expand the market share for better business prospects
Prakata
Preface
Kinerja Ekonomi
Economic Performance
2011 for Askes was a customer focus year with the main strategy
to increase customers' satisfaction and loyalty. In assuring
comprehensive success of Company's work performance, three
indicators were established as the Company's main targets,
which include: Customer Satisfaction Index (CSI) with minimum
score of 87, Competency Compliance Index (CCI) with minimum
score of 79.70, and Company's Health Level (TKP) at minimum
of Healthy level. The survey revealed that each year the customer
satisfaction is increasing; this proves Askes is committed to
improve its service.
I Gede Subawa
Direktur Utama President Director
Prakata
Preface
Kinerja Ekonomi
Economic Performance
Penghargaan lain
10
Other Awards
11
Prakata
Preface
Kinerja Ekonomi
Economic Performance
Organ Perusahaan
Company's Organs
DIREKSI
BOARD OF
DIRECTORS
RUPS
GMS
DEWAN
KOMISARIS
BOARD OF
COMMISSIONERS
12
Perencanaan Strategis
Strategic Plan
The Strategic Plan which is contained in the Corporate LongTerm Plan is Long-Term Strategic Direction in attaining vision,
mission and objectives of Askes, to be communicated then,
applied in accordance with the function in organization and
monitored in the achievement. The policy of that strategic plan
is cascaded to be performance target, work program and the
availability of policy and Standard Operating Procedure in the
connection of supporting the achievement.
Manajemen Risiko
Risk Management
Human Resources
13
Prakata
Preface
14
Kinerja Ekonomi
Economic Performance
15
Prakata
Preface
Kinerja Ekonomi
Economic Performance
16
Uraian
Description
1
2011
2012
Naik (Turun)
Increase (Decrease)
4=(2-3)/3
Pendapatan Premi
Premiun Revenue
9.242,91
7.905,34
Beban Pokok
7.538,76
6.067,59
24,25
Laba Kotor
Gross Profit
1.704,15
1.837,75
(7,27)
Beban Usaha
Operating Expense
1.010,07
789,23
27,98
Laba Usaha
Operating Profit
694,08
1.049,52
(33,87)
Pendapatan Investasi
Investment Income
837,35
975,94
(14,20)
Pendapatan/(Beban) lain-lain
Income/(Expense) Others
46,24
15,81
192,47
1.577,67
2.040,28
(22,67)
(138,81)
(236,34)
(41,27)
Current Profit
1.438,86
1.803,94
(20,24)
16,92
17
Prakata
Preface
18
Kinerja Ekonomi
Economic Performance
Uraian
Description
PPh 23
2011
2012
1.270.398.411
280.814.676
189.114.008.736
165.955.062.252
Total
190.384.407.147
166.235.876.928
Sebagai priority asset, sumber daya manusia Askes dipersiapkan untuk mampu
memberikan nilai tambah bagi Perusahaan yaitu mengangkat proses usaha
Askes menjadi entitas usaha yang selalu fokus dalam melayani kebutuhan
konsumennya. Oleh karenanya, Askes senantiasa memperlakukan pegawainya
sebagai aset yang paling berharga secara adil, dan menghargai setiap kontribusi
yang diberikan baik secara individu maupun kelompok serta mendorong
pembudayaan dan pengembangan profesionalisme guna tercapainya kinerja
terbaik.
As the priority assets, Askess human resources are prepared to be able to create added value for the Company
which develops Askes business process to become a business entity which focuses in serving all its customers'
needs. Therefore, Askes always treats its employees as the most valuable assets fairly, appreciates individual
and group contributions, and encourages the acculturation and development of professionalism in achieving
the best performance.
19
Prakata
Preface
Tingkat Pendidikan
Education Level
2011
2011
119
116
Strata 2 (S2)
Master
Strata 1 (S1)
Bachelor
1.835
1655
Diploma
Diploma
565
466
SLTA
Senior High
421
490
SLTP
Junior High
11
12
Sekolah Dasar
Elementary
Total
Total
2.952
2.741
20
Kinerja Ekonomi
Economic Performance
Rekrutmen
Recruitment
21
Prakata
Preface
Kinerja Ekonomi
Economic Performance
2011
Nama Program
22
Name of Program
Peserta
Participants
2010
Peserta
Participants
Diklat Perjenjangan
960
10
487
Diklat Kompetensi
1.468
12
1.672
14
Diklat Profesi
1.009
558
0,3
Total
Total
62
51
3.499
27
2.768
21
Lingkungan Kerja
Work Environment
76.19
80
2011
2010
75
70
72.24
75.18
75.37
73.07
69.70
65
60
Employee Satisfaction
Index (ESI)
Employee Engagement
Index (EEI)
Employee Commitment
Index (EEI)
Kesejahteraan SDM
23
Prakata
Preface
24
Kinerja Ekonomi
Economic Performance
25
Prakata
Preface
No
Uraian
Details
1.
First-Level PPK
a. Puskesmas
b. Dokter Keluarga
Sub-Total
Sub-Total
Advanced-Level PPK
a. RS Pemerintah
a. State Hospitals
2.
26
Kinerja Ekonomi
Economic Performance
2011
2010
2009
2008
2007
8.774
8.510
8.340
7.955
7.874
b Family Doctors
3.961
3.550
1.502
1.364
1.255
12.735
12.060
9.842
9.319
9.207
Kelas A
Class A
13
13
10
10
Kelas B
Class B
120
119
103
92
87
Kelas C
Class C
256
260
269
262
266
Kelas D
Class D
96
89
79
77
69
b. RS Khusus
b. Special Hospitals
25
17
46
32
32
c. RS Jiwa
c. Mental Hospitals
29
29
33
31
31
d. RS TNI/POLRI
d. Military Hospitals
111
109
101
129
129
e. RS Swasta
e. Private-Owned Hospitals
256
259
230
212
186
Sub Total
Sub Total
906
859
871
845
808
3.
Apotek
Pharmacies
1.184
1.082
1.056
905
919
4.
Optikal
Opticians
756
743
719
693
659
Jumlah
Total
15.581
14.780
12.488
11.762
11.515
Kepemimpinan
Leadership
Partisipasi Pegawai
Employee Participation
Sistematis
Systematic
27
Prakata
Preface
Kinerja Ekonomi
Economic Performance
Program
Askes Sosial
(Assos)
Program
Jamkesmas
Social Askes
Program
(Assos)
Jamkesmas
Program
PJKMU
PJKMU
28
Program
Jamkesmen
Jamkesmen
Program
Uraian
Description
PNS Aktif
11.661.743
11.394.610
10.988.037
3.042.573
3.281.112
3.380.824
1.148.666
1.190.673
1.209.847
Veteran/Perintis Kemerdekaan
582.790
658.628
704.200
PTT (Dokter/Bidan)
41.313
31.667
28.801
Jamkesmen
Jamkesmen
2.763
2.335
1.743
Jamkestama
Jamkestama
2.483
Jumlah
Total
16.559.025
16.313.452
2011
16.482.331
2010
2009
29
Prakata
Preface
30
Kinerja Ekonomi
Economic Performance
Keterangan
Details
Jumlah peserta
Total Participants
2011
76.400.000
2010
2009
76.400.000
76.400.000
2008
76.400.000
2007
76.400.000
PJKMU
972.674
2010
Cost
Cost
Kunjungan
Visit
Cost
Cost
125,5
807.434
121,8
90.646
2010
Kasus
Case
Cost
Cost
50.028
10
Kasus
Case
15.140
Cost
Cost
11,8
2009
Cost
Cost
Kasus
Case
Cost
Cost
2,5
2.090
0,2
PJKMU
Kunjungan
Visit
PJKMU
2009
2010
2009
Kasus
Case
Cost
Cost
Kasus
Case
Cost
Cost
Kasus
Case
Cost
Cost
491.730
66,4
316.523
30,2
91.289
4,3
31
Prakata
Preface
32
Kinerja Ekonomi
Economic Performance
5. Pelayanan Katastropik
5. Catastrophic Services
URAIAN
DETAIL
Jantung
GGT
Kanker
Hemofilia
Talasemia
Cardiac
Terminal Renal Failure
Cancer
Hemophilia
Thalassemia
Jumlah
Total
2011
2010
2009
PELAYANAN
SERVICE
BIAYA
COST
PELAYANAN
SERVICE
BIAYA
COST
PELAYANAN
SERVICE
BIAYA
COST
2.750.676
1.135.471
803.012
2.475
23.545
671,8
316,4
342,9
4,5
13,9
644.490
572.817
292.975
1.767
10.911
386,7
148,9
189,7
2,6
6,5
47.351
549.550
113.889
53
4.957
350,6
99,0
146,4
2,7
3,9
4.715.179
1.349,7
1.522.960
734,6
715.800
602,8
6. Pelayanan Obat
6. Medicine Service
33
Prakata
Preface
Askes Center
Askes Center
a.
b.
c.
d.
34
Kinerja Ekonomi
Economic Performance
Halo Askes 500 400 adalah layanan call center bagi peserta Askes
yang dapat diakses oleh dan dari seluruh Indonesia setiap hari
kerja, mulai hari Senin-Jum'at mulai Jam 08.00 - 17.00 (WIB,
WITA, WIT). Layanan Hallo Askes telah di-lauching sejak tanggal
4 Januari 2011, merupakan upaya untuk peningkatan kepuasan
peserta melalui kemudahan akses untuk mendapatkan informasi.
Pada tahap awal dikhususkan untuk melayani informasi serta
pertanyaan seputar Kartu Barcode, Program Dokter Keluarga
dan Pelayanan Suplemen (Alat Kesehatan). Kami juga telah
melakukan survei pelanggan untuk peserta maupun provider
bekerjasama dengan pihak independen Haygroup. Hasilnya,
secara umum peserta dan provider Askes merasa puas dengan
layanan Askes, walaupun tingkat kepuasan provider masih di
bawah tingkat kepuasan peserta Askes.
Hallo Askes 500 400 is a call center service for AKSES participants
which can be accessed by and from all areas in Indonesia on
weekdays, Monday-Friday at 08.00-17.00 (WIB, WITA, WIT ).
Launched in January 4, 2011, Hallo Askes is an effort to improve
customers' satisfaction through easy access for attaining
information. In the beginning, the service was specialized to
serve information and inquiries related to barcode card, Family
Doctor Program, and Supplementary Services (Medical Devices).
We also had surveyed the customers including participants and
providers through cooperation with an independent party,
Haygroup. The survey revealed that in general, Askes participants
and providers were satisfied with Askes service, although provider's
satisfactory level were lower than the customers' satisfactory
level, due to the "Special and Specialized" stigma between Askes
participant and Non-Askes Participant patients.
KEPUASAN
PESERTA
Customers'
Satisfaction
35
Prakata
Preface
36
Kinerja Ekonomi
Economic Performance
NO
1
2
3
JUMLAH PENGADUAN
TOTAL CLAIMS
% TERTANGANI
% HANDLED
KATEGORI
CATEGORY
Minta Informasi
Komplain
Memberi Saran atau Informasi
17.853
987
38
100%
100%
100%
TOTAL
TOTAL
18.878
100%
37
Prakata
Preface
TESTIMONI
Pemegang Saham
Shareholder
Farid W Hussain
Kinerja Ekonomi
Economic Performance
TESTIMONY
Saya lihat para Direksi dan seluruh staf dari Askes bekerja dengan baik. Dari laporan yang
ada memang complain angka menurun. Itu akan diberikan tambahan nilai pada puskesmas
dan kepada dokter keluarga. Kita berusaha untuk lebih baik, dan itu memang dibuktikan.
Komitmen mereka yang saya harapkan bisa berbuat adanya kepentingan untuk customer.
Itu harus diperlihatkan karena ini janji. Yang akan terus akan dipakai sampai tahun-tahun
berikutnya yaitu melayani pelanggan melebihi harapan. Komitmen adalah janji, Jika kita
berjanji untuk memberikan kopi manis, ya harus ditepati. Dan ini bisa dibuktikan dengan
complain menurun dan semakin banyak peserta yang mendaftar. Sejauh ini sudah terbukti
dari kepercayaan pemerintah daerah yang sudah banyak. Kami lebih pentingkan untuk
customer sehingga bisa dipastikan untuk mempercepat pelayanan di rumah sakit,
peningkatan kualitas kemitraan bagi provider dan pemerintah daerah serta seluruh
stakeholder.
"I can see that the Board of Directors and all the staffs work excellently. The report proved
that total complaints were declining and this will give added value to Public Health Centers
and Family Doctors. We are striving to be the best and it was well-proven."
"I am hoping that their commitments to serve for customers' interests can be realized as
this is a promise. A promise continues to be used in the long run to serve beyond expectation.
A commitment is a promise; and if we promise to serve an excellent cup of coffee, it should
be kept. This can be seen by the declining complaints and the increasing number of
participants. So far, it is also proven by the increasing trust from the Local Government. We
are deeply concerned with our customers; therefore we make sure to accelerate services
at Hospitals and to improve partnership quality with providers, Local Governments, and
all stakeholders."
38
Saya memanfaatkan fasilitas Askes utamanya untuk obat-obat ginjal sesudah saya
cangkok ginjal 9 tahun lalu. Selain itu saya kena cancer prostat kira-kira 1.5 tahun lalu.
Untuk pemeriksaan dan pengobatan semuanya ditanggung oleh Askes
Direktur Kesehatan
Jiwa Kementerian
Kesehatan,
dr. G Pandu Setiawan
Saya juga bersyukur mempunyai asuransi kesehatan dari Askes. Karena sebagai
pensiunan tidak mungkin saya membeli obat-obat yang cukup mahal dari uang pensiun
saya. Jadi, memang Askes sangat besar manfaatnya
Director of Mental
Health, the Ministry
of Health,
dr. G. Pandu Setiawan
"I use Askes facilities especially for renal medicines after my kidney transplant 9 years
ago. In addition, I was also diagnosed with prostate cancer about one and a half year
ago. Askes covers all my examination and medical treatments."
"I am also grateful to join Askes health insurance. As a retired employee, it is impossible to
buy expensive medicines from my pension. Askes is indeed very beneficial."
Sri Lestari,
Guru TK, Magelang
Jawa Tengah
Sri Lestari,
Kindergarten Teacher
Magelang,
Central Java
Saya tidak bisa membayangkan apabila tidak mempunyai kartu Askes, anak saya
menjelang lebaran harus operasi dengan total biaya Rp 16 juta, alhamdulillah berkat
Askes dapat potongan Rp. 6 Juta
Begitu pula pelayanan pengurusan klaim Askes di RS JIH Yogyakarta sangat mudah,
sehingga membuat saya tenang mengajar
I could not imagine what I would do without Askes card. Nearing the Eid, my child
had to undergo surgery which cost us Rp16 million. Alhamdulillah, Askes cut the
cost to Rp 6 million.
Claiming Askes insurance at RS JIH Yogyakarta was very easy as well, it did not ruin my
concentration while teaching.
Mitra Kerja
Partners
Dokter Keluarga
Kota Solok,
dr Helmilia Febril
Family Doctor,
Solok City,
dr Helmilia Febril
Kerjasama dengan PT Askes, yang dijalankan selama ini, berjalan mulus, nyaris tidak
ada hambatan. Setiap ada kebutuhan mendesak terkait dengan kepentingan sebagai
dokter keluarga, perusahaan BUMN ini, selalu memenuhi. malahan, hanya dengan
telepon saja, sudah dipastikan ada solusi tanpa melalui prosedural rumit. Klaim yang
diajukan antara Rp4.000 dan Rp6.000 dikalikan kapitasi pun, tidak pernah ada kendala.
Kondisi serupa dialami tiga dokter keluarga lainnya yang ada di Kota Solok. Mulusnya
pelayanan yang dilakukan tidak lepas dari peran PT Askes dan pemerintah daerah.
"The cooperation with PT Askes runs smoothly and almost without obstacles. When
there are urgencies concerning with my needs as a family doctor, this State-Owned
Enterprise is always ready to help. With just one call away, solution will assuredly
come without any complicated procedures. The claims filed between Rp4,000 and
Rp6,000 times capitations are also paid without obstacles. Similar condition is also
felt by three other family doctors in Solok City. The excellent services are the result
of active roles from PT Askes and Local Government."
39
Prakata
Preface
Kinerja Ekonomi
Economic Performance
40
Program Kegiatan
Acitivity Programs
Kemitraan
Partnership
No
Keterangan
Description
Bantuan Hibah
Grants
7.206.105
5.425.311
Bantuan Pinjaman
Loans
42.628.250
55.816.373
Beban Operasional
Operational Expenses
2.710.070
3.053.206
Penggunaan Dana
Fund Utilization
52.544.425
64.294.890
2010
2011
41
Prakata
Preface
Kinerja Ekonomi
Economic Performance
No
Sektor
Sector
Sektor Industri
Industrial Sector
Sektor Perdagangan
Trading Sector
Sektor Pertanian
Agricultural Sector
Sektor Peternakan
Sektor Perkebunan
Plantation Sector
Sektor Perikanan
Sektor Jasa
Sektor Lain-lain
Other Sectors
15
0.64
1.15
Cluster
Cluster
20,217
26.43
47.36
JUMLAH
TOTAL
21,217
55.82
100
Mitra
Partner
Rp. Miliar
in Billion Rupiah
92
2.49
4.46
554
15.47
27.72
0.13
0.22
26
0.76
1.36
0.04
0.07
Fishery Sector
16
0.42
0.75
Service Sector
291
9.44
16.91
No
Uraian
42
Description
2
s.d. 2010
until 2010
2011
2011
s.d. 2011
until 2011
5=3+4
Sektor Industri
Industrial Sector
Sektor Perdagangan
Trading Sector
538
92
630
4.402
554
4.956
Sektor Pertanian
Agricultural Sector
14
19
Sektor Peternakan
228
26
254
Sektor Perkebunan
Plantation Sector
203
204
Sektor Perikanan
Fishery Sector
271
16
287
Sektor Jasa
Service Sector
1.149
291
1.440
Sektor Lain-lain
Other Sectors
790
15
805
Cluster
Cluster
20.217
20.217
JUMLAH
TOTAL
7.595
21.217
28.812
Sektor Cluster
Cluster Sector
43
Prakata
Preface
Kinerja Ekonomi
Economic Performance
1. Efektivitas Penyaluran
1. Distribution Effectiveness
Efektivitas
Perhitungan
44
Effectiveness
Calculation
Prosentase
Percentage
Skor
Score
2009
2010
2011
30.299.407.833,-
49.834.354.646,-
61.241.683.499,-
34.348.843.222,-
50.262.936.656
68.010.702.667,-
88,21%
99,15%
90,05%
2. Kolektibilitas Pengembalian
2. Repayment Collectability
Dari jumlah penyaluran Program Kemitraan dari tahun 20092011 yang terus meningkat, dengan pembinaan serta
pendampingan yang berkelanjutan, tingkat pengembalian dana
pinjaman yang digulirkan kepada mitra binaan mengalami
peningkatan, dari tahun ke tahun. Ditahun 2011 total pengembalian mencapai Rp 126, 275 miliar.
Kolektibilitas
Collectibility
Perhitungan
Calculation
Prosentase
Percentage
Skor
Score
2009
2010
2011
58.889.670.503
78.424.461.356,-
108.748.662.511,-
70.537.332.715
97.362.772.125,-
126.275.217.836,-
83,48%
80,55%
86,12%
Totok
Petani Jamur
Desa Margajaya,
Lebak
Totok
Mushroom Farmer,
Margajaya Village,
Lebak
Rinta
Pengrajin Gerabah
Yogyakarta
Rinta
Potter, Yogyakarta
Bantuan dari Askes termasuk untuk mendukung pengembangan pasar, seperti membuat
makanan jamur olahan. Kami punya target bisa menjual 30 kilogram sehari. Sekarang sudah
ada 12 gerobak yang siap berjualan. Biaya membuat gerobak sekitar Rp 5 juta,
Modal yang berputar ada sekitar Rp 200 juta, sekarang ditambah dari Askes Rp 200 juta
untuk kelompok. Ukuran sukses buat saya, jika saya bisa memberdayakan banyak orang,
sehingga keluarganya dapat hidup sejahtera
"Askes assists and supports us in doing market expansion by producing mushroombased foods. We are targeting to sell 30 kilograms of mushrooms daily. Currently we
have 12 ready-to-operate carts which cost around Rp5 million."
"The existing capital on rotation is around Rp200 million, with the addition of 200 million
from Askes for group. I consider myself as successful when I can empower many people to
bring welfare to their families. "
Saya sangat bersyukur menjadi mitra binaan Askes, buat saya uang bukanlah segalanya,
yang terpenting banyaknya kesempatan untuk memperluas jaringan dan bertemu banyak
pelanggan, saya berharap untuk terus dibina dan diajak mengikuti pameran oleh Askes.
I am very grateful of being Askes trained partner. For me, money is not the most important
thing. The vast opportunities to expand network and to meet many customers are more
important. I am hoping Askes can continue its guidance and bring me to participate in
many more exhibitions.
45
Prakata
Preface
Kinerja Ekonomi
Economic Performance
46
Environmental Sector
Kantor Pusat
Head Office
2011
2010
Pemakaian Air
Water Consumptions
113.372.706
179.838.255
Pemakaian Listrik
Electricity Consumptions
2.026.899.773
1.093.301.665
Pemakaian Telekomunikasi
Telecommunication Consumptions
1.124.003.815
1.094.615.203
Kantor Regional
Regional Offices
Pemakaian Air
Water Consumptions
610.183.169
613.406.933
Pemakaian Listrik
Electricity Consumptions
6.808.411.403
6.356.295.444
Pemakaian Telekomunikasi
Telecommunication Consumptions
8.914.204.113
8.702.542.906
47
Prakata
Preface
48
BUMN PEDULI
BUMN CARES
Alokasi Penyaluran
Distribution Allocation
Realisasi Penyaluran
Distribution Realization
Educational Care
Disaster Relief
Health Improvement
Natural Preservation
Penggunaan Dana
Fund Utilization
SALDO
BALANCE
Kinerja Ekonomi
Economic Performance
2011
13,140,000,000
16,912,000,000
75,000,000
548,630,000
500,000,000
2,125,000,000
1,123,630,000
2,125,000,000
12,016,370,000
14,787,000,000
2) Bantuan Pendidikan.
2) Educational Aids
5) Disaster Relief
49
Prakata Prakata
Preface Preface
50
KebijakanKebijakan
Tata Kelola
Tata Kelola
dan Sistem
dan
Manajemen
Sistem Manajemen
Governance
Governance
Policy andPolicy and
Management
Management
System System
Kinerja Ekonomi
Kinerja Ekonomi
EconomicEconomic
Performance
Performance
7) Sarana Ibadah
7) Religious Facilities
51