Integration of 3 Jasa Marga Services to Improve Public Service Highlighted by Danantara
PT Jasa Marga (Persero) Tbk is strengthening the integration of three service pillars—preservation services, rest area services, and toll road information services—as part of a service transformation to enhance customer experience.
The strengthening was one of the focuses of a visit by Senior Director of Transportation Sector at PT Danantara Asset Management (DAM) Wamildan Tsani Panjaitan and his team to the Jasamarga Tollroad Command Center (JMTC) in Bekasi, West Java, on Wednesday, 26 August 2026.
The visit was also attended by Jasa Marga’s Board of Directors, Corporate Secretary & Chief Administration Officer, as well as Group Heads and Directors of Jasa Marga Group subsidiaries.
On the occasion, Jasa Marga President Director Rivan A. Purwantono explained that strengthening the three pillars is part of the company’s transformation in developing increasingly integrated toll road services oriented towards the needs of road users.
“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. We want to drive a transformation of civilisation through a shift from infrastructure to infraculture, by changing the paradigm that originally focused on developing toll roads as infrastructure assets towards a culture of best service in delivering meaningful travel experiences through a spirit of wholehearted service,” said Rivan.
These three pillars have complementary functions in delivering a better travel experience: preservation to maintain road quality and safety (protect the journey), rest areas as destination points that support user comfort during travel (support the journey), and information services that ensure travel information is available accurately and easily accessible (inform the journey).
In the preservation service pillar, Jasa Marga has developed the TROOPS (Tollroad Real Time Operation Oversight Performance System) and supporting tools such as Hawkeye, which allow 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 carried out through the handling of Over Dimension Over Load (ODOL) vehicles. Currently, truck volume accounts for 13% of total traffic on Jasa Marga Group toll roads, yet they are involved in approximately 70% of special incidents.