Danantara pushes Jasa Marga to strengthen public service transformation

PT Danantara Asset Management (DAM) is encouraging PT Jasa Marga (Persero) Tbk to continue strengthening its transport service transformation by prioritising user experience, safety, smooth journeys, and tangible benefits for the public.

DAM Senior Director for the Transportation Sector, Wamildan Tsani Panjaitan, stressed that Jasa Marga’s success should not be measured solely by traffic growth, toll revenue, or the completion of strategic toll road projects, but also by the real changes felt by users.

“These include well-maintained road conditions, increasingly smooth journeys, better guaranteed user safety, and the ability to anticipate and handle disruptions quickly,” Wamildan said when confirmed in Jakarta on Saturday.

Wamildan and his team visited the Jasamarga Tollroad Command Center (JMTC) in Bekasi, West Java.

He emphasised the importance of collaboration to drive the transformation of state-owned transport enterprises, particularly in delivering services that have a direct impact on the public.

For this reason, Danantara Indonesia pays great attention to improving service quality because state-owned enterprises are the face of the state, present and interacting directly with the public.

Wamildan also appreciated the comprehensive features of the Travoy application presented by Jasa Marga. However, given that not all road users have utilised the application, he encouraged Jasa Marga to continue expanding its information dissemination channels to ensure increasingly inclusive access to travel information.

Appreciation was also given for the management of Travoy Rest at KM 88A and KM 88B on the Cipularang Toll Road, which was assessed as having demonstrated good service standards.

He expressed hope that these practices could be replicated at other rest areas with uniform and consistent standards, both in the short and long term.

Meanwhile, Jasa Marga President Director Rivan A. Purwantono said the company is strengthening the integration of three service pillars comprising preservation, rest areas, and toll road information services, as part of its service transformation to improve customer experience.

According to Rivan, this step is aligned with Danantara Indonesia’s direction in encouraging the transformation of state-owned enterprise services to improve service quality and create added value for the public.

Jasa Marga is driving a transformation of civilisation through a shift from infrastructure to infraculture, changing the paradigm from one originally focused on developing toll roads as infrastructure assets towards a culture of excellent service.

“These three pillars have complementary functions in delivering a better travel experience, namely preservation to maintain road quality and safety (protect the journey),” he said.

Rest areas serve as destination points that support user comfort during the journey (support the journey), while information services ensure that travel information is available accurately and easily accessible (inform the journey).

On the preservation service pillar, Jasa Marga is developing the Tollroad Real Time Operation Oversight Performance System (TROOPS) and supporting facilities such as Hawkeye, which enable road infrastructure conditions to be identified earlier so that the reporting process, determination of maintenance needs, and repair responses can be carried out in a more measurable, responsive, and standardised manner.

Safety strengthening is also being carried out through the handling of over-dimension over-load (ODOL) vehicles. Currently, truck volume accounts for 13 percent of total traffic on Jasa Marga Group toll roads, yet trucks are involved in around 70 percent of special incidents.

“For this reason, Jasa Marga continues to collaborate intensively with the Ministry of Transportation and the National Police Traffic Corps. The integration of the Electronic Test Pass Certificate (BLUe) system with Weigh In Motion (WIM) and RFID Reader is important to support the supervision of goods transport vehicles,” he said.

This integration is part of Jasa Marga’s efforts to support the zero ODOL 2027 target while improving road user safety.

On the rest area service pillar, Jasa Marga is developing a number of showcase rest areas through area arrangement, facility rejuvenation, strengthening of MSMEs, the addition of Public Electric Vehicle Charging Stations (SPKLU), as well as the implementation of waste management and urban forest areas.

Meanwhile, on the toll road information service pillar, Jasa Marga is optimising the JMTC as a real-time data integration centre for traffic and road conditions to support operational decision-making and the delivery of information to users.

This ecosystem is strengthened through Travoy and Radio Travoy FM so that travel information is available accurately and easily accessible to users.

As the largest toll road operator in Indonesia, operating 32 sections with a total concession length of 1,294 kilometres, Jasa Marga continues to strive to deliver journeys that are smooth, easy, safe, comfortable, and secure, while creating added value for road users.

This is in line with the government’s Asta Cita, particularly the third Asta Cita on continuing sustainable infrastructure development and improving national connectivity safety.