PLN East Java Cuts Feeder Disruptions by 14% through September 2026

Surabaya, East Java (ANTARA) – PT PLN (Persero)’s East Java Distribution Main Unit (UID) recorded a 14% decline in feeder disruptions through September 2026, as part of efforts to improve electricity supply reliability and maintain service quality for the public.

PLN East Java UID General Manager Eric Rossi Priyo Nugroho said the achievement was supported by strengthening a workplace culture that encourages proactive, solution-oriented and empathetic responses by technical service personnel (YANTEK) to customers’ needs and complaints.

“What is more important is how culture can motivate PLN personnel to work more safely, provide increasingly better service, and create added value for the company and its customers,” he said in a statement in Surabaya on Tuesday.

Through its SPEEDS programme, PLN East Java UID brings together staff competency-building, coaching by leaders, monitoring forums, the phased implementation of PS4, and service evaluations using mystery shoppers to ensure continuous improvements in service quality.

These efforts were also reflected in a positive customer experience rate of 99.79% through September 2026.

In addition to maintaining supply reliability and customer satisfaction, PLN East Java UID is strengthening staff safety through its MARKING programme, or Mitigation Before Working, which prioritises identifying and mitigating risks before work begins.

The programme includes inspections, supervision, regular evaluations, compliance with standard operating procedures (SOPs), and the use of personal protective equipment to reduce the risk of accidents in electrical work.

Performance is also being strengthened through the CoreBoost 2.0 programme, which focuses on improving productivity, customer relationship management, skills development and the optimisation of business opportunities.

Eric said changes in workplace culture needed to become part of the organisational system so that performance improvements would not be short-lived, but could be sustained over time.

“When culture is embedded in the way people work every day, better performance and service will follow,” he said.

For its consistent application of workplace culture, PLN East Java UID won first place in the Beyond Service and Beyond Growth & Productivity categories at the 2026 PLN Group Culture Festival, and was also named overall champion.