LRT Jabodebek Service Standards Become Benchmark for Public Transport Improvement

Service quality is a crucial factor in encouraging the public to switch to and continue using public transport. As part of this effort, PT Kereta Api Indonesia (Persero)’s LRT Jabodebek Division became a practical training location for service excellence for 75 participants of the DKI Jakarta Microtrans Public Transport Driver Certification Training. The training was organised by the Indonesian Land Transportation Polytechnic (PTDI-STTD) in cooperation with the DKI Jakarta Provincial Transportation Agency. The activity took place at the LRT Jabodebek Office on Friday (27/6), where participants directly studied the implementation of customer service standards applied by LRT Jabodebek as part of improving the competence of public transport drivers. LRT Jabodebek Manager of Public Relations, Radhitya Mardika, stated that the quality of public transport depends not only on infrastructure and technology but also on the quality of service provided to the community. “LRT Jabodebek welcomes the opportunity to share experiences regarding the service standards we implement. The more transport operators that apply good service standards, the greater the chance that the public will feel comfortable and trust using public transport,” he said. During the activity, participants gained an understanding of the service culture applied at LRT Jabodebek, ranging from effective communication with users, service ethics, clear delivery of travel information, to handling questions and complaints quickly, accurately, and with a solution-oriented approach. Participants were also introduced to the implementation of Minimum Service Standards (SPM) according to Minister of Transportation Regulation Number PM 63 of 2019, which serves as a reference for LRT Jabodebek service operations. These standards cover aspects of safety, security, reliability, comfort, convenience, and service equality for all users, including the provision of disability-friendly facilities, lactation rooms, and other supporting facilities. In addition, LRT Jabodebek introduced the role of Customer Care as the front line in building the customer experience. Customer Care not only provides travel information but also receives feedback and handles customer complaints as part of continuous service quality improvement efforts. Every day, LRT Jabodebek receives an average of about 60 user messages via social media and KAI121 Customer Care. Of all the complaints received, more than 90 per cent are successfully resolved, while the remainder require further coordination depending on the nature of the problem. This feedback forms the basis for various service improvements, including optimising the handling of lost property, adjusting travel frequency, and improving information delivery during operational disruptions. “User feedback serves as evaluation material for service improvements, including optimising the handling of lost items and publishing found items via social media, adjusting travel frequency during peak hours, and improving the rapid delivery of information and apologies in the event of operational disruptions, with safety as the top priority,” he explained. Through this collaboration, LRT Jabodebek hopes that the service practices implemented will not only improve the competence of the participants but also encourage the creation of better service standards across various transport modes, so that the public can enjoy a safer, more comfortable, and consistent travel experience.