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Silvia Sri Mustika - Assistant Vice Director (Bio)

Indonesia

Bank Indonesia as the central bank, aims to become an institution that actively contributes to the growth of the Indonesian economy and become the best digital central bank in the emerging markets.



Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013. Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.


Ariffian Miftahurrohman - Customer Service Officer (Bio)

Indonesia

PT Angkasa Pura II (Persero), herein after refer to as “Angkasa Pura II” or “Company” is one of the State-Owned enterprises engaged in the airport services and airport related services in Western part of Indonesia. The establishment of Angkasa Pura II is to undertake the management and business of airport and airport-related services by optimizing the utilization of potential resources at the disposal of the Company and implement good corporate governance practices.



Role of the Center:

Our Contact Center has evolved from traditional Call Center as complaint logging department, now already have a strategic role within the Angkasa Pura II corporation. In the end of Year 2017, in supporting Angkasa Pura II company Giant Goals the Year 2020, the management established new organizational structure that managing the Contact Center 138. One of the biggest change was the transformation of Airport Contact Center from a sub-division into a division which handled call center voice, non voice interaction, social media, and aiming to customer’s engagement. Airport Contact Center should become an operational vehicle for all units in our company, authorize to follow up all complain in a reasonable response time.


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