The digital transformation of public services represents a government initiative
aimed at enhancing service efficiency, transparency, and accountability for the
public. This study seeks to examine the role of the Ombudsman of the Republic of
Indonesia (RI) for the Special Region of Yogyakarta (DIY) in supervising the
implementation of BPJS Kesehatan’s digitalization policy, particularly the
fingerprint verification system used at Hidayatullah Hospital Yogyakarta and Santa
Elisabeth Hospital Bantul. While this policy is intended to improve the efficiency
and security of healthcare services, it has, in practice, led to various administrative
and technical challenges that impact BPJS Kesehatan members’ access to
healthcare services. This research applies an empirical legal approach. Data was
gathered through interviews with key stakeholders, including the Ombudsman RI
DIY, hospital administrators, and BPJS Kesehatan participants. The study also
incorporates document analysis of applicable laws, BPJS Kesehatan policies, and
records of public complaints submitted to the Ombudsman. The findings reveal that
the Ombudsman RI DIY fulfills its supervisory responsibilities by addressing public
complaints, conducting on-site monitoring, and offering recommendations to the
relevant authorities. However, factors such as limited resources, weak inter-agency
coordination, and low patient digital literacy pose significant obstacles to effective
oversight. The study recommends that BPJS Kesehatan and hospitals utilizing fingerprint verification systems enhance their digital infrastructure, intensify public
education efforts, and provide technical support to patients encountering system- related issues. Moreover, it emphasizes the need to strengthen the Ombudsman RI DIY’s capacity in overseeing the digitalization of public services.