Operator Leaders and Partners Invited to Experience Transjakarta Services

PT Transportasi Jakarta (Transjakarta) has taken the initiative to invite its entire ecosystem, including operators, vendors, and business partners, to use Transjakarta services.

"Hopefully, yesterday's trip will serve as a trigger to objective improve service quality,"

This initiative aligns with Jakarta Governor's Instruction No. 6/2025 on the Use of Mass Public Transportation by employees within the Jakarta Provincial Government every Wednesday.

Transjakarta President Director, Welfizon Yuza, stated that following the Governor's instruction for civil servants to use public transportation every Wednesday, Transjakarta immediately issued a Board of Director's Decree requiring the same of all employees.

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"Yesterday, we also invited all partner operators to join in. This is a moment for us to come together as one ecosystem, united under the same parent organization, Transjakarta," he said, on Thursday (7/10).

He noted that the activity serves as an opportunity for Transjakarta and its ecosystem to directly experience the quality of the service.

According to him, this is also an important moment to build a shared understanding, improve communication, and strengthen the collective commitment to delivering public transportation that is responsive to the needs of the community.

It is hoped that leaders within the Transjakarta ecosystem will experience the service themselves, so that any shortcomings can serve as valuable input for future improvements.

"Excellent service can begin with a personal journey. Hopefully, yesterday's trip will serve as a trigger to objective improve service quality by reflecting on each person's experience," he expressed.

Welfizon explained that the benchmark for service quality lies in the customer's perspective, where customers have their own perceptions, expectations, and needs before using a service. Customers will assess if the preparations made by the behind-the-scenes team are successfully executed on the ground.

"What often happens is a gap between what is need and what is actually experienced by the customer, and this becomes a challenge for all of us to ensure that what we promise is truly feld by the customers. That's why it's important to hold this kind of activity regularly every three months to align stories and percentions," he elaborated.

Vice Chairman of Komilet Jaya operator, Berman Limbong, expresed his appreciation for Transjakarta's initiative in organizing the event.

He admitted that through the activity, he can directly observe how drivers provide service to passengers, how they greet them and how the Minimum Service Standards (SPM) is implemented, which are the heart of service.

"This way, if there are things that need improvement, operator can immediately address them based on the facts in the field. We hope this activity does not stop here," he emphasized.

Earlier, the activity began with participants using Transjakarta service from designated meeting points. The journey then continued to Transjakarta's headquarters in Cawang, East Jakarta.

This event was attended by Transjakarta's management and 32 institutions from partner operators and other business partners.