2023 National Customer Day: How MIND ID Maintains Customer Security and Strengthens Digital Transformation

Jakarta, 4 September 2023 – National Customers Day, or Hari Pelanggan Nasional – Harpelnas – is commemorated every 4 September. This year, Harpelnas, is commemorated on 4 September 2023. Harpelnas is an important commemoration to give appreciation to the role of customers in the dynamics of economy and business.

MIND ID, the Holding State-Owned Enterprise for the Mining Industry, is also involved in the commemoration of Harpelnas through various customer security and satisfaction programs, which is one of the priorities of the MIND ID Group.

MIND ID assures its commitment to maintaining customer security and satisfaction. To do that, MIND ID implements several strategies through the application of strict working standards in all operational areas, including the mining areas, processing plant, to delivery process.

MIND ID Corporate Secretary, Heri Yusuf, said that all products produced by the MIND ID Group have gone through the evaluation and compliance process. During the year of report, no violation of compliance connected with MIND ID Group products has been found.

“In celebrating National Customer Day, MIND ID can show itself as a mining industry holding company that puts forth customer service. We are committed to maintaining compliance with standards and procedures, in particular connected with the requirements of security, health, and quality of products,” said Heri Yusuf.

He explained that the MIND ID Group regularly conducts customer satisfaction surveys. The MIND ID Group ensures that products and services offered are capable of fulfilling, even exceeding, the hopes of customers. Based on customer satisfaction survey results that have been carried out, all members of the MIND ID Group, PT ANTAM Tbk, PT Bukit Asam Tbk, PT Freeport Indonesia, PT INALUM, and PT Timah Tbk, received satisfactory results.

PT ANTAM Tbk received a score of 84.45 from a scale of 100, for precious metal customers. Antam received the highest score from basic metal customers, 84.47 from a scale of 100. Furthermore, PT Indonesia Asahan Aluminium (INALUM) received a score of 99.35 from a scale of 100.

Another MIND ID subsidiary, PT Bukit Asam Tbk, successfully scored 3.57 from a scale of 4, while PT Timah Tbk received a score of 4.65 from a scale of 5, for foreign customers and 4.4 from a scale of 5, for domestic customers. Heri said that based on the scoring data, MIND ID received a very good customer satisfaction score.

“This has therefore indicated that Members of MIND ID have excellent service quality for customers who are satisfied with our service,” he said.

MIND ID Group Members have two types of customers, individual or retail, and institutional. Geographically, the customers come from inside and outside the country. “We always ensure that the rights of each customer can be well fulfilled, particularly equal treatment for each customer,” he said.

During the year of report, he said, the MIND ID Group Members have not received any complaints from customers, specifically for product marketing. MIND ID Group Members also opened a channel for customers to provide inputs or complaints.

Later on, the feedback can be sent through various media. Customers can provide input as well as complaints when the Company conducts presentations, customer gatherings, customer visits to mining areas, supporting facility areas, or during direct meetings between company and customers.

Retail consumers can submit complaints or feedback through online contacts available on the website of each MIND ID subsidiary. An example of retail is the ANTAM precious metal purchase, which is marketed online as well as direct, at the Precious Metal Gold Boutique or Butik Emas Logam Mulia, which is available in 11 major cities in Indonesia.

This way, customers and company can communicate with each other, to provide the best service according to the wishes and experiences of customers. MIND ID Group Members are also quick at responding and carefully following up on all complaints from customers during the year of report.

Digitalization of the Mining Industry

The MIND ID Group also conducted transformation efforts in optimizing the implementation of digitalization in the mining industry. The digital application is developed in various business processes, from exploration, corporate information systems, and waste management to customer services.

“Digitalization of the mining industry becomes one of the important aspects in company transformation. Through the efforts of mining industry digitalization, MIND ID is capable of creating optimum and efficient operational activities,” he said.

The development of the digital application is aimed at maximizing the business process and operational activities of the company. An efficient process in line with the sustainable pillar commitment of MIND ID, namely smart mining, as well as a commitment to implement good mining practices. “MIND ID as a Holding State-Owned Enterprise for the Mining Industry, continues to provide added value for Indonesia,” said Heri.

Indonesian President Joko Widodo has inaugurated the Underground Mining Digitalization at PT Freeport Indonesia (PTFI). Underground Smart Mining technology has enabled PTFI to monitor and prevent risks of accidents on the job through the optimization of camera use, connected to artificial intelligence in the control room.

The implementation of Underground Smart Mining has triggered the creation of a more environmentally friendly technology, operated with minimum emission to reduce impact on the environment. Another feature is the availability of low latency in supporting the monitoring activities on a more real-time basis, in which all data can be integrated to create a safer working process.

Moreover, in the field of mining exploration, PT ANTAM Tbk is currently developing an application called GEOLOGGING, which is capable of speeding the calculation of samples from the exploration process in mining areas.

GEOLOGGING utilizes Machine Learning and Artificial Intelligence (AI) technology which can minimize mistakes in data recording, raise the data collecting process, and maximize drilling activities.

In the environmental field, PT Bukit Asam Tbk is currently developing the MASTERMINE application, which is capable of online processing, monitoring, and controlling the wastewater processing system. The system, which is chemically and digitally integrated, can be used to raise the effectiveness of mining waste management.

The MASTERMINE application has alert and notification features to provide warnings on the lowering of water quality so that decisions can be made much faster on actions that can be taken.

PT Bukit Asam Tbk has also implemented the Corporate Information System and Enterprise Application (CISEA). This application, capable of monitoring the production process, can be easily accessed by a gadget. This application allows a more efficient arrangement of mining product delivery and easier data monitoring activities.