Jasa Marga's Strategy to Enhance Customer Experience

In an effort to strengthen customer-oriented service transformation, PT Jasa Marga (Persero) Tbk is demonstrating an increasing commitment to service excellence through a strategy to enhance customer experience.

As part of the initiative to provide toll road services that are more adaptive to public needs, the company organised an Expert Sharing Session at the Jasamarga Tollroad Command Centre (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 by the President Director of Jasa Marga, Rivan A. Purwantono; Director of Services, Yaya Ruhiya; Corporate Secretary & Chief Administration Officer, Trias Andriyanto; various Group Heads and Directors of Jasa Marga subsidiaries; and hundreds of Jasa Marga Group employees participating online.

Jasa Marga featured two expert speakers, academic Prof. Mohammed Ali Berawi and business practitioner and academic Prof. Rhenald Kasali, to share insights regarding the enhancement of customer experience within the transport infrastructure ecosystem.

In his opening remarks, Jasa Marga President Director Rivan A. Purwantono stated that as the market leader in Indonesian toll road management, Jasa Marga is initiating a civilisational shift in the toll road business, transforming the paradigm from infrastructure to ‘infraculture’, which focuses on the safety of road users.

“The impact of this paradigm shift is not only for the company internally but also for the public, so they can experience the best possible journey while driving. Our challenge is to realise a total experience that focuses on road user safety. To support this, Jasa Marga continues to develop various technology-based service innovations, ranging from the monitoring of Over Dimension Over Load (ODOL) vehicles, the development of internal control systems to ensure the quality of services and toll road infrastructure known as ‘Troops’, the JMTC as an operational control centre, to the Travoy application as a digital service ecosystem for toll road users,” said Rivan.

According to Rivan, the ability to provide or create value at every kilometre of the journey is also a benchmark for Jasa Marga’s success. One of the efforts being undertaken is the rejuvenation of rest areas, which are being developed as tourist destinations rather than merely being transit points.