PT Jasa Marga (Persero) Tbk is currently undergoing a major transformation in managing Indonesia's toll road network. As a market leader, the state-owned enterprise is shifting its paradigm from merely building physical infrastructure to an infrastructure management culture (infraculture) that prioritizes user safety and comfort.
President Director of Jasa Marga, Rivan A. Purwantono, stated that this move responds to evolving public expectations for transportation services. Driven by the spirit of 'total experience', the company is committed to adding value to every kilometer of travel for approximately 3.5 million vehicles passing through their managed toll roads daily.
To strengthen the digital ecosystem, Jasa Marga operates the Jasamarga Tollroad Command Center (JMTC) as an integrated operational control center. Furthermore, the company leverages technology to curb Over Dimension Over Load (ODOL) vehicle violations and ensures infrastructure maintenance through an internal control system named Troops.
On the other hand, to enhance user comfort, Jasa Marga continues to rejuvenate rest areas. Locations that once served merely as transit points have been transformed into motorist-friendly travel destinations. Digital innovation has also expanded through the Travoy app, which has become a comprehensive digital service ecosystem for toll road users.
This commitment to service quality improvement was underscored during an *Expert Sharing Session* titled "Up scaling Customer Experience (CX) Through Smart, Sustainable, and Connected Mobility Ecosystems". Featuring experts such as Prof. Rhenald Kasali and Prof. Mohammed Ali Berawi, the discussion served as a platform to formulate sustainability strategies in creating a smart, safe, and connected mobility ecosystem for the future.
