Jasa Marga Strengthens Sustainable Value Creation
PT Jasa Marga (Persero) Tbk continues to strengthen its business transformation to create sustainable economic and social value. In line with the transformation direction of state-owned enterprises under the coordination of Danantara Indonesia, Jasa Marga is accelerating a strategic shift from a growth-oriented infrastructure business to a value-oriented creation.
This transformation is carried out to ensure that all assets, services, and networks of the Jasa Marga Group not only support the company’s growth but also provide broader benefits for road users, the community, investors, businesses, and the state.
Jasa Marga President Director Rivan A. Purwantono stated that this transformation serves as the company’s foundation to strengthen competitiveness through good governance, innovation, digitalisation, organisational capability development, and service quality improvement. “The success of the company is no longer measured solely by the size of its assets or the length of toll roads managed, but also by the value it can create for society and the country,” he said.
Therefore, Rivan continued, every asset, innovation, and kilometre of toll road must be managed optimally by placing the customer at the centre of the business strategy through the principle of Know Your Customer.
This shift in orientation is also reinforced by a paradigm change from ‘infra as a structure’ to ‘infra as a culture’ or infraculture. Through this approach, Jasa Marga is not only building and operating toll roads but also developing a transportation infrastructure ecosystem capable of strengthening connectivity, driving the economy, and improving the quality of the travel experience.
“We want the infrastructure managed by Jasa Marga to provide greater benefits than just connecting one region to another. Infrastructure must also become a driver of economic growth, strengthen public trust, and create sustainable value. This is the spirit of infraculture that we continue to build,” said Rivan.
As the largest toll road developer and operator in Indonesia, Jasa Marga controls 42 per cent of the commercial toll road length market share, totalling 1,294 km. With more than four decades of experience, Jasa Marga currently manages 36 toll road concessions with a total length of 1,736 km.
Jasa Marga is now the backbone of national connectivity, serving around 3.5 million vehicles daily. This scale of management drives the company to continuously strengthen the customer experience throughout its business processes. This commitment is realised through the development of technology-based services, improved operational reliability, and enhanced interaction quality with road users.
One implementation is the Jasamarga Tollroad Command Center (JMTC), a data-based operational control centre that supports traffic monitoring, incident handling, and real-time decision-making. The presence of JMTC has a direct positive impact on road users, who can now feel safer and more comfortable throughout their journey because all traffic conditions and data on the toll lanes are fully integrated to accelerate response times and emergency handling in the field.
Academic Prof. Mohammed Ali Berawi and business practitioner and academic Prof. Rhenald Kasali were present as speakers at an Expert Sharing Session held at JMTC on Wednesday, 1 July 2026, discussing the in-depth strategy on the theme “Up-scaling Customer Experience (CX) Through Smart, Sustainable, and Connected Mobility Ecosystems”.
“Smart mobility must be integrated into an ecosystem, and what Jasa Marga is currently doing is very good. Jasa Marga already has a command centre that manages data to support technology-based decision-making as a digital service innovation. This technological development must be balanced with a commitment to sustainability because today’s development is a legacy for future generations,” said Prof. Mohammed Ali Berawi.
In addition to optimising JMTC, Jasa Marga continues to improve personalised services to meet the needs and expectations of road users through the Travoy application. All information managed by JMTC can also be accessed by road users via the Travoy (Travel with Comfort and Joy) application, supported by more than 3,500 CCTV cameras. As of early July 2026, the number of Travoy application downloads had reached more than 1.3 million, with monthly active users in July 2027 exceeding 130,000.
The current new digital era approach is also changing the way people make decisions, giving rise to different service expectations aimed at providing a better experience. “Jasa Marga is refining this into a corporate strategy towards a better customer experience, one of which is through the Travoy application,” said Prof. Rhenald Kasali.
Furthermore, Jasa Marga has transformed its call centre service by changing the number from 14080 to 133, which received the Exceptional predicate and first rank at the Contact Center Service Excellence Award 2025. Jasa Marga is also rejuvenating rest areas so that they not only serve as transit points but become destinations that provide a travel experience while creating added value for the community and businesses.
“Rest areas must evolve into part of the travel ecosystem that provides experiences, opens economic opportunities, and strengthens community involvement along the toll road corridors,” said Rivan.
This entire transformation is supported by the positive financial performance recorded by Jasa Marga at the beginning of 2026. In the first quarter of 2026, Jasa Marga recorded operating revenues of Rp