Empowering Indonesia’s financial landscape through MSC’s role in OJK’s RegTech and SupTech revolution

• Sep 8, 2025
• 2 min

Indonesia has witnessed a rapid expansion of digital financial services (DFS), which brings both new opportunities and emerging risks for consumers. In response, the Financial Services Authority of Indonesia (OJK) prioritized the need to enhance its supervisory capacity and consumer protection mechanisms. The goal was to build a more agile, responsive, and resilient regulatory environment that could keep pace with technological innovation and evolving market dynamics.

MSC worked alongside OJK to support the development of a forward-looking RegTech and SupTech strategy. This involved a series of stakeholder consultations to gather insights on regulatory challenges and user needs. MSC conducted a detailed analysis of consumer complaint trends to identify systemic issues and inform the design of appropriate digital tools. Based on these insights, MSC developed the terms of reference for key consumer support technologies. As part of its technical assistance, MSC implemented two critical innovations: A cloud-based sentiment analysis platform that enables OJK to monitor and assess public sentiment in real time, and an on-premise chatbot integrated into OJK’s official website to provide consumer education, manage inquiries, and assist with complaint resolution.

These tech-driven solutions have significantly strengthened OJK’s ability to respond to consumer concerns more swiftly and effectively. By enabling real-time data analysis and automating consumer support functions, the innovations introduced by MSC have enhanced regulatory oversight and promoted responsible digital finance practices. The project marked a pivotal step in building a consumer-centric and future-ready regulatory ecosystem in Indonesia’s rapidly evolving financial landscape.

This project was commissioned by the Gates Foundation.