Jasa Marga's Strategy to Enhance Customer Experience

In strengthening its customer-oriented service transformation, PT Jasa Marga (Persero) Tbk is increasingly demonstrating its wholehearted commitment to service through a strategy of enhancing customer experience. One of the efforts to deliver toll road services that are more adaptive to public needs was realised through an Expert Sharing Session at the Jasamarga Tollroad Command Center (JMTC) in Bekasi on Wednesday, 1 July 2026. Carrying the theme ‘Up-scaling Customer Experience (CX) Through Smart, Sustainable, and Connected Mobility Ecosystems’, the event was attended directly by Jasa Marga President Director Rivan A. Purwantono, Service Director Yaya Ruhiya, Corporate Secretary & Chief Administration Officer Trias Andriyanto, alongside Group Heads and Directors of Jasa Marga Subsidiaries, with hundreds of Jasa Marga Group ‘Roadsters’ participating online. Jasa Marga presented two expert speakers, academic Prof. Mohammed Ali Berawi and business practitioner and academic Prof. Rhenald Kasali, to share insights on improving customer experience within the transportation infrastructure ecosystem. In his remarks, President Director Rivan A. Purwantono stated that as the market leader in toll road management in Indonesia, Jasa Marga is initiating a civilisational shift in the toll road business, transforming the infrastructure paradigm into an ‘infraculture’ focused 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 increasingly feel the best experience while driving. Our challenge is to realise a total experience focused on road user safety. To support this, Jasa Marga continues to develop various technology-based service innovations, ranging from monitoring Over Dimension Over Load (ODOL) vehicles, developing an internal control system to ensure service and infrastructure quality called Troops, the JMTC as an operational control centre, to the Travoy application as a digital service ecosystem for toll road users,’ Rivan explained. 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 mere stopover points.