Jasa Marga Focuses on Transformation to Infrastructure as Culture
PT Jasa Marga (Persero) Tbk is celebrating its 48th anniversary on 1 March 2026 with a spirit of transformation. The company aims to evolve from merely managing infrastructure (infrastructure as structure) into an entity that prioritises service culture (infrastructure as culture).
Rivan A. Purwantono, President Director of Jasa Marga, stated that this transformation extends beyond physical construction to encompassing the formation of service culture. The primary focus is customer experience and customer satisfaction.
With toll road concessions spanning 1,736 kilometres, of which 1,294 kilometres are currently operational, Jasa Marga is working to meet the dynamic needs of road users. The objective is to deliver reliable operational services and create memorable experiences.
“With a total of 1,736 kilometres of toll road concessions and 1,294 kilometres already operational, this transformation is undertaken to address the increasingly dynamic needs of road users by providing operational service reliability capable of delivering positive and meaningful experiences to road users. The 48th anniversary commemoration simultaneously serves as a moment of reflection for Jasa Marga to continuously strengthen service-oriented behaviour delivered with genuine commitment, thereby presenting a journey of meaningful narratives and reinforcing Jasa Marga’s role as a driver of national connectivity oriented towards customer needs,” said Rivan.
Recognition was also extended to all Jasa Marga personnel (Roadster) for their positive achievements over the past year, including digital service innovations, improved operational quality, strengthened corporate governance, and commitment to sustainability and Environmental, Social, and Governance (ESG) principles.
Internal strengthening of Jasa Marga personnel is being realised through implementation of the JSMR MOVE (Modern, Optimistic, Valuable, Excellent) work culture. This work culture aligns with the company’s strategic direction and future business challenges.
Implementation of JSMR MOVE emphasises competency development through structured learning programmes, enhanced digital literacy, and standardisation of service practices across all operational points.
On the customer service front, Jasa Marga continues to develop technology-based innovations by optimising the Jasamarga Tollroad Command Centre (JMTC) as an Intelligent Transportation System (ITS)-based toll road traffic control centre. JMTC serves as ‘the eye of the tollroad’, gathering traffic information from all Jasa Marga Group toll road sections through thousands of supporting devices, ranging from CCTV, Incident Management Systems, Global Positioning Systems, to Dynamic Message Signs.
This information is conveyed to road users through the Travoy application, which functions as a digital travel assistant on toll roads. The application provides real-time traffic information, estimated travel times, toll routes and tariffs, digital receipts, rest area locations and facilities, and access to emergency assistance.
Beyond strengthening the digital ecosystem, Jasa Marga is also continuously improving Travoy Rest service quality. Facility enhancements are undertaken to provide comfortable and high-standard rest areas whilst maintaining sustainability commitments through green space management, landscape planning, and integrated waste management systems.
As it enters its 48th year, Jasa Marga is committed to accelerating transformation, strengthening company values and culture, and continuously improving service quality across its entire operational network.