Tata Kelola Digital Layanan Lalu Lintas Jalan Tol di Indonesia
Studi Aplikasi Travoy Jasa Marga
DOI:
https://doi.org/10.21787/mp.8.1.2024.1-16Kata Kunci:
tata kelola digital, transformasi digital, kebijakan jalan tol, inovasi digital, layanan lalu lintas jalan tolAbstrak
Transformasi digital telah mengubah pendekatan tata kelola menjadi tata kelola digital yang memainkan peran penting dalam meningkatkan kinerja dan kualitas layanan di berbagai sektor, termasuk industri jalan tol. Artikel ini mengeksplorasi implementasi tata kelola digital dalam layanan lalu lintas jalan tol di Indonesia. Â Metode penelitian menggunakan pendekatan kualitatif dengan teknik pengumpulan data melalui observasi, studi literatur, diskusi kelompok terpumpun, dan wawancara mendalam dengan waktu studi selama enam (6) bulan pada periode September 2023 sampai Februari 2024. Hasil kajian menunjukkan bahwa pengguna jalan tol menghadapi berbagai permasalahan dalam layanan lalu lintas jalan tol di Indonesia, seperti kemacetan lalu lintas, tempat istirahat yang over kapasitas, permasalahan toilet berbau serta kurang air, kekurangan fasilitas stasiun pengisian bahan bakar umum (SPBU), dan kurangnya informasi tentang titik-titik macet serta alternatif rutenya. Sebagai sebuah BUMN yang bergerak di bidang pengusahaan jalan tol di Indonesia, PT. Jasa Marga (Persero) Tbk. meluncurkan aplikasi Travoy untuk memberikan solusi praktis bagi pengguna jalan tol untuk mendapatkan pelayanan informasi yang diperlukan. Hasil studi menegaskan pentingnya investasi berkelanjutan dalam teknologi digital dan pengolahan data yang efektif untuk memastikan kepuasan dan kenyamanan pengguna jalan tol di masa depan.
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