Improve Service, KAI Holds Disability Service Training Program
Since the enactment of Law No. 8 of 2016 concerning persons with disabilities, there has been a significant change in the treatment of persons with disabilities in Indonesia. One important aspect that has changed is public services, where persons with disabilities have equal rights in access, including the use of public transportation. As a state-owned enterprise (SOE) that continues to transform and upholds the AKHLAK values in service, KAI is committed to becoming a transportation company that is friendly to everyone, including persons with disabilities. Almost all stations and office buildings owned by KAI are accessible to persons with disabilities.
Training materials delivered by facilitators
However, this effort is not limited to physical aspects only. To improve the knowledge and skills of its frontliners in serving customers, especially persons with disabilities, KAI also conducts Disability Service Training (Diklap Pelayanan Disabilitas). This training aims to ensure that KAI frontliners have a better understanding of various types of disabilities and how to interact with them appropriately and sensitively. In addition, participants are also taught ethics and basic service principles that are inclusive for persons with disabilities.
Training materials are delivered by several facilitators, including individuals with experience in youth development and work skills who can help KAI become a more disability-friendly company. The speakers also include individuals with physical disabilities such as persons with mobility impairments, hearing impairments, and visual impairments. There is even a sign language interpreter assisting in this training. This training will be implemented by participants when serving disabled customers at stations and on trains.
Vice President of Public Relations, Joni Martinus, explained that participants of this program are KAI frontliners who directly interact with customers, such as conductors, train attendants, customer service officers, ticketing officers, boarding officers, station security personnel, and others. They all play an important role in providing friendly service to disabled customers.
The Disability Service Training has been conducted at Daop 1 Jakarta for 3 days, from September 12 to 14, 2023, with different participants each day. In the future, this program will be gradually implemented in several KAI operational areas.
“This training is an important step in improving KAI’s excellent service for disabled customers. After participating in this program, participants are expected to apply the understanding and basic service ethics toward disabled customers in their daily duties. They can also share this knowledge with their colleagues in a joint effort to create better service for all customers,” Joni concluded.
Previously, on September 17, 2023, KAI also implemented a 20 percent ticket discount for long-distance executive, business, and economy class trains for passengers with disabilities. To utilize this facility, disabled customers must register at the station Customer Service at least 2 days before departure by bringing an original medical certificate from a hospital or public health center stating that the person is a person with a disability. The registration process can be represented by another person by bringing the original medical certificate, original ID card, and a passport photo of the passenger. This registration only needs to be done once. After that, disabled customers can purchase discounted tickets through the Access application starting from 45 days before departure or at station counters.
This discount provision is a form of KAI’s concern for people with disabilities. For more information, customers can contact KAI Contact Center via phone 121, WhatsApp 08111-2111-121, email [email protected], or KAI121 social media.