Minister of State Apparatus Checks Service Readiness at Gambir Station for Nyepi-Eid Holiday Rush
Indonesia’s Minister of State Apparatus and Bureaucratic Reform (PAN-RB), Rini, conducted a direct inspection of transportation services at Gambir Station, Jakarta, on 13 March. The inspection was undertaken to ensure service readiness ahead of the anticipated surge in passenger movement during the Nyepi and Eid holiday periods in 2026.
During the visit, Rini examined facility preparedness, service systems, and staff readiness to provide safe and comfortable services to the public throughout the Eid transport season.
“Today I came to Gambir to review public services. As per the Public Services Act, the PAN-RB Ministry is tasked with evaluating public services provided by the government and state-owned enterprises,” Rini stated in a written statement on Friday, 13 March 2026.
Public mobility during the Eid holidays continues to increase annually. Consequently, the PAN-RB Ministry is collaborating with PT Kereta Api Indonesia (KAI) to conduct a Public Services Survey during the Eid rush period.
Rini explained that the survey aims to capture the direct experience of the public regarding the quality of transportation services during the holiday period. The public’s assessment results will serve as evaluation material for improving service quality.
“This is a survey we conduct jointly with KAI, making it very easy to simply scan a barcode and provide a rating. This assessment will certainly inform our evaluation of future services,” she said.
During the inspection, Rini also examined various station service facilities, including ticket counters, face recognition registration, and customer service. She also encouraged the public to participate in providing ratings, suggestions, and complaints through the Public Satisfaction Survey QR Code and the national complaint channel SP4N-LAPOR!.
The public service survey campaign will be conducted at several strategic points, including major stations in Java and Sumatra, areas inside trains, and various communication media operated by PT KAI.
Through this approach, the public is expected to provide feedback on the quality of public transport services, enabling service providers to make rapid and sustainable improvements.
Public participation is also considered important for achieving responsive, transparent public services that are oriented towards user satisfaction.
Rini also emphasised the PAN-RB Ministry’s commitment to continuing cooperation with PT KAI in improving public service quality. She noted that the government’s current service approach focuses on user experience or citizen-centric principles.
“Our main policy is citizen-centric, so user experience becomes one of the important factors, and I am pleased that PT KAI is making it easier for customers to use trains, starting from ticket purchase. Let us not tire of coordinating with each other; we have the same goal so that people are safe and comfortable,” she said.
Additionally, Rini stressed the importance of inclusive public services, particularly for vulnerable groups. She emphasised that essential services such as healthcare, transportation, and security must remain available and easily accessible during national holidays and joint leave periods.
Meanwhile, Atih Nurhayati, Director of Human Resources and Institutional Development at PT KAI, stated that the 2026 Eid transport season will run for 22 days, from 11 March to 1 April 2026. The Eid transport operational period will last 18 days, from 13 March to 30 March 2026.
According to Atih, the frequency of train journeys during this year’s Eid transport season has increased by approximately 2.1 per cent compared to 2025. Support for facilities has also been enhanced to anticipate a surge in passengers.
PT KAI is also participating in the Eid transport programme through a free motorcycle transport programme (motis) as part of support for government policy.
“This programme aims to help passengers transport motorcycles by train free of charge, making travel safer and more comfortable,” she concluded.