Jasa Marga Strengthens Technology-Based Services, Prioritising Safety

PT Jasa Marga (Persero) Tbk is strengthening its technology-based toll road services by prioritising user safety, improving infrastructure quality, and pursuing digital innovation to deliver a better driving experience. Jasa Marga President Director Rivan A. Purwantono stated that as the market leader in toll road management in Indonesia, the company is initiating a civilisational shift in the toll road business, transforming the paradigm from infrastructure to ‘infraculture’, which focuses on the safety of toll road users. “The impact of this paradigm shift is not only for the company internally, but also for the public so they can increasingly feel the best experience while driving,” Rivan said during an expert sharing session with academics and practitioners in Jakarta on Saturday. He conveyed that the challenge faced by the company is realising a total experience focused on road user safety. To support this, Jasa Marga continues to develop various technology-based service innovations, starting from the monitoring of over-dimension and over-load (ODOL) vehicles. Other developments include an internal control system to ensure service and toll road infrastructure quality called Troops, the JMTC as an operational control centre, and the Travoy application as a digital service ecosystem for toll road users. According to Rivan, the ability to deliver or create added value in every kilometre of the journey is also a benchmark for Jasa Marga’s success. One of the efforts undertaken is the rejuvenation of rest areas, which are being developed as tourist destinations rather than just stopover points. Through technology and various service innovations that continue to be developed, Rivan said Jasa Marga is able to meet the dynamics of increasingly high public expectations. He also emphasised that the spirit of wholehearted service is no longer a choice but has become a necessity and obligation for all Jasa Marga roadsters in providing their best performance to the 3.5 million vehicles served daily. The Expert Sharing Session at the Jasamarga Tollroad Command Center (JMTC) in Bekasi carried the theme ‘Up scaling Customer Experience (CX) Through Smart, Sustainable, and Connected Mobility Ecosystems’. The event featured academic Prof. Mohammed Ali Berawi and business practitioner and academic Prof. Rhenald Kasali, who shared insights related to enhancing customer experience within the transportation infrastructure ecosystem.