Case study / Government / IT consulting
Business processes, standard operating procedures and a service mockup for the third-party money (UPK) service at Balai Harta Peninggalan Medan, delivered as one final report.
01 / The problem
Where it started
Balai Harta Peninggalan Medan is one of five BHP offices in Indonesia, and its area covers the whole of Sumatra. Among its duties, it administers estates and assets whose owners are absent or unknown, and the money held on behalf of third parties, known as Uang Pihak Ketiga (UPK).
Before the UPK service could be built into an application, BHP Medan needed the process agreed on paper: who does each step, what documents are required, how long each step may take, and what the applicant sees.
What success had to look like
A business process map of the UPK service, step by step and role by role.
SOPs in the government SOP AP format, with requirements, time and output for each step.
A mockup of the service as applicants and staff would use it.
Everything collected in one final report the office can approve and build from.
02 / The process
Four steps, from studying the service to delivering the report.
Phase 01
Regulations, forms and the people involved in each UPK request.
Phase 02
Every step and decision drawn in BPMN, with a lane for each role.
Phase 03
Identity, legal basis and a branching flowchart with requirements, time and output.
Phase 04
Service screens built on the same steps, delivered in the final report.
03 / What we delivered
The process map, the SOPs and the mockup, bound into one final report.
01 / Business process
The UPK service drawn as a BPMN map, with lanes for the applicant, service officer, technical section, head of BHP and treasurer. Decisions such as incomplete files or a request sent back for correction are part of the map.
02 / SOP
Each SOP follows PermenPAN-RB No. 35 of 2012: an identity block with legal basis, qualifications, equipment and warnings, then a branching flowchart that shows the officer, requirements, time and output of every step.
03 / Service mockup
The mockup follows the same steps as the SOP. Applicants upload the required files and track their request through the same stages staff work through: received, files complete, review, approval, payment.
04 / Final report
Process maps, SOPs and mockups were bound into a single final report for BHP Medan, so the next step, building the application, starts from an agreed specification.
Process map, SOP and mockup shown here are simplified illustrations of the deliverables. Times, numbers and request data are not from official documents.
04 / Results
Clarity, accountability and a specification for the next step.
NowStaff, leadership and any future vendor read the same map of who does what in a UPK request.
NowEach SOP step has its requirements, time limit and output written down, so service quality can be measured.
NowThe mockup shows applicants what to upload and where their request stands.
NowDevelopers can build the UPK application from screens and rules the office has already agreed.
Next project / E-commerce platform
An online store for a clothing label, from first product view to a paid, shipped order, with an admin the team runs without a developer.
Open project
Reply within one business day
