KAI Wins Public Service Excellence Award 2021 for Enhancing Service Quality

PT Kereta Api Indonesia (Persero) received the Public Service Excellence Award 2021. The award was presented at the CNBC Indonesia Awards 2021, which was held virtually on Thursday (4/11).

KAI President Director Didiek Hartantyo expressed his sincere appreciation to CNBC Indonesia for recognizing KAI with the award.

"This recognition greatly motivates all KAI employees to continue serving the public by providing convenience, safety, and healthy travel during the pandemic," he said.

The CNBC Indonesia Awards recognize organizations across various industries that have successfully adapted during the pandemic. The 2021 awards carried the theme "Maintaining Connectivity Commitment in the Post-Pandemic Era."

"Congratulations to KAI on receiving this award. We hope it will inspire KAI to continue achieving greater success in Indonesia's public transportation service sector," said CNBC Indonesia Director and Editor-in-Chief Wahyu Daniel.

Didiek explained that KAI has continued to adapt throughout the COVID-19 pandemic while consistently implementing strict health protocols on Long-Distance Trains, Local Trains, and Commuter Line services. For Long-Distance Train passengers, KAI provides healthy kits, Rapid Test Antigen services at stations for Rp45,000, and free vaccination services at selected stations.

In terms of digital services, KAI continues to innovate to improve customer experience. KAI has integrated passenger data with the PeduliLindungi application to validate customers' vaccination status and COVID-19 test results before travel. In addition, customers can use the First Mile and Last Mile services through the KAI Access application. This feature allows passengers to book taxi services from home to the departure station and from the arrival station to their destination.

Starting from 24 September, KAI also introduced shorter travel times for several flagship train services, namely Argo Bromo Anggrek (Gambir – Surabaya Pasar Turi round trip), Argo Wilis (Bandung – Surabaya Gubeng round trip), Argo Lawu (Gambir – Solo Balapan round trip), Argo Dwipangga (Gambir – Solo Balapan round trip), and Taksaka (Gambir – Yogyakarta round trip). Travel times were reduced by between 19 and 70 minutes.

"In addition to reducing travel time on these train services, we have also introduced free onboard Wi-Fi and Live Cooking, where meals that were previously served as ready-to-eat or frozen are now freshly cooked onboard the train," said Didiek.

KAI continues to carry out digital transformation to enhance services and develop supporting business sectors. Through its advanced information technology systems, KAI now supports a wide range of payment methods, including QRIS, LinkAja, and direct debit.

Digital transformation is also reflected in the way conductors check passenger data. Previously, conductors had to inspect and punch paper tickets. Today, they are equipped with digital devices that display passenger information, eliminating the need for manual ticket checks.

Didiek said that KAI is currently undertaking a comprehensive digital transformation with the support of one of the world's leading strategic consulting firms. The goal is to operate Indonesia's railway system according to world-class standards, including in human resources, financial governance, and overall business processes through digitalization.

"This transformation will become KAI's foundation for continuing to evolve. We want to emerge stronger and faster during the pandemic. Under any circumstances, KAI will remain adaptive, provide solutions, and continue collaborating," said Didiek.

KAI remains focused on achieving its vision of becoming the best transportation ecosystem solution for Indonesia. The company continues to collaborate with various stakeholders to integrate transportation services and improve connectivity.

KAI and the Jakarta Provincial Government will strengthen transportation integration in Jakarta by connecting Commuter Line services, MRT Jakarta, and TransJakarta. The collaboration also includes the development of Transit Oriented Development (TOD) areas and the revitalization of railway stations throughout Jakarta.

KAI is also working with the Ministry of Transportation to improve Commuter Line services. Together, they are completing the Double-Double Track project, which has added four upper-level tracks at Manggarai Station. This development allows Commuter Line passengers traveling from Bogor to Jakarta Kota to enjoy a more convenient journey, as commuter and long-distance train operations are now separated.

"We hope more people will benefit from mass transportation services, and that the number of public transport users will continue to grow significantly," Didiek concluded. (Public Relations KAI)