E-Licensing

• 1. Fragmentation of Systems: Licensing activities were likely spread across different platforms or channels, causing inconsistencies and a lack of integration.

  2. Difficulty in Monitoring and Transparency: Tracking the progress of licensing applications and maintaining accountability was challenging.

  3. Lack of Accessibility for Applicants: Applicants (banks, non-bank institutions, government agencies, etc.) faced challenges accessing and submitting required documentation efficiently.

  4. Administrative Burden: Processing applications involved high administrative workloads, including verifying, updating, and managing documentation.

  5. Inadequate Support and Communication: There was no centralized platform for consultation or assistance, making it harder for applicants to resolve issues or gain clarity on the licensing process.

• 1. Streamline Licensing Processes: Digitize and centralize the licensing procedures to improve efficiency and reduce processing time.

  2. Enhance Accessibility: Provide applicants (e.g., banks, non-bank institutions, and government agencies) with a user-friendly platform to submit, track, and manage their licensing applications anytime and anywhere.

  3. Reduce Administrative Workload: Automate routine tasks like documentation verification and approvals, reducing the burden on Bank Indonesia’s staff.

  4. Facilitate Consultation and Support: Provide integrated features for pre-application consultation and issue resolution, offering applicants better guidance and support.

  5. Promote Digital Transformation: Modernize Bank Indonesia’s licensing processes to align with evolving business needs and technological advancements.

Process Efficiency Metrics

• 1. Application Processing Time: Average time taken to process and approve/reject a licensing application.

  2. Reduction in Manual Workload: Percentage decrease in manual tasks for staff due to automation.

  3. On-Time Processing Rate: Percentage of applications processed within the expected timeline.

User Engagement Metrics

• 1. Adoption Rate: Percentage of eligible applicants actively using the eLicensing app.

  2. Active User Rate: Number of applicants using the platform regularly to submit or manage licenses.

  3. Repeat User Rate: Percentage of users returning to use the platform for new licensing applications.

Transparency Metrics

• 1. Real-Time Tracking Usage: Percentage of applicants utilizing the tracking feature to monitor application status.

  2. User Feedback on Transparency: User satisfaction scores related to the clarity and accessibility of application progress updates.

Support and Assistance Metrics

• 1. Consultation Response Time: Average time taken to respond to pre-application consultations or support requests.

  2. Issue Resolution Rate: Percentage of user-reported issues resolved within a specified timeframe.

  3. User Satisfaction with Support (CSAT): Applicant ratings on the quality and helpfulness of the support provided.

Operational Metrics

• 1. System Uptime: Percentage of time the platform is operational and accessible to users.

  2. Scalability Capacity: Number of applications processed concurrently without system performance degradation.

User Satisfaction and Adoption Metrics

• 1. Net Promoter Score (NPS): Likelihood of applicants recommending the eLicensing app to others.

  2. Overall User Satisfaction Score: Ratings from users on their experience with the platform.

  3. Dropout Rate: Percentage of users who start but do not complete an application.

BI internal team, banks, non-bank financial institution (NBFIs), government agencies, corporations, and field agents/intermediaries

Some snips of what has been accomplished

Bank Indonesia e-Licensing