Indonesia Toll Road Authority

Ministry of Public Works and

Housing, Republic Of Indonesia

MANAGING PUBLIC OPINION TO

IMPROVE TOLL ROAD SERVICES: A case of ITRA media monitoring

• Danang Parikesit, Chairman of the Board, ITRA

• Agita Widjajanto, Member of the Board, ITRA

Kuala Lumpur - July 15, 2019

OUTLINE OF PRESENTATION • New Challenge for the Indonesia’s Toll Road development

• Importance of Public View in Policy Making

• Media Coverage on Indonesia’s Toll Road : Media analysis

and tracking

• Feedbacks and Responses from ITRA on Public Views

• Concluding Remarks

Indonesia Toll Road Authority, Ministry of Public Works and Housing

Current Condition TOLL ROAD STATISTIC

Length: 1780 Km

The Number of Section : 49

The Number of Toll Road Business Entity: 29

Average of Daily Traffic Transaction : 4,4 million vehicle*

Annual Income Rp 12 Trillion or US$ 791 million Every year

Source *) Data March 2019

JABODETABEK 237 KM

TRANS JAWA 995 KM

NON TRANS JAWA 239 KM

TRANS SULAWESI 28 KM

TRANS SUMATERA 280 KM

Facilities in every Operated TI/TIP

7-23 MANS TOILET

8-23 LADIES TOILET

60 - 250 Cars every TI/TIP *)

OTHER FACILITIES

*) Exclude temporary TI

Truck every TI/TIP *) 10 - 80

The Number of Accidents

3,489

SEVERE INJURY

DEATH

MINOR INJURY 7%

26%

67%

Indonesia Toll Road Authority, Ministry of Public Works and Housing

Planning and Realization of Toll Road GRAPH

Indonesia Toll Road Authority, Ministry of Public Works and Housing

Target of BPJT (1.852 km)

176 Km

568 Km

1.183 Km

1.852 Km

Dec 2017/Jan 2018

615 Km

669 Km

132 Km

44 Km

Realization per year

157 Km

782 Km

392 Km

Dec 2018/Jan 2019 Dec 2019/Jan 2020 Dec 2016/Jan 2017 Dec 2015/Jan 2016

Cummulative length of realization

176 Km

450 Km

332 Km

Target Evaluation

867 Km

985 Km W2 Mei 2019

Km

603

991

1797

2402

3345

0

500

1000

1500

2000

2500

3000

3500

4000

2020 2021 2022 2023 2024

Target per year

Indonesia Toll Road Authority, Ministry of Public Works and Housing

TARGET

FOR THE

NEXT

5 YEARS

BPJT Corporate culture and identity

Roadmap to zero fatalities

Operational and strategic excellence

Improved governance

Improved business process

Business facilitation – financing innovation, provision of land, and toll system expansion

Toll roads that create impacts

7 strategy

NEW CHALLENGE

FOR THE

INDONESIA’S TOLL

ROAD DEVELOPMENT

IMPORTANCE OF PUBLIC VIEWS

Indonesia Toll Road Authority, Ministry of Public Works and Housing

Public Views in Different Stages of

Development

Planning [Solo – Jogja – Governor’s refusal]

Construction [Jakarta Cikampek Elevated]

Operation [Lebaran case]

Other general [Cileunyi – Sumedang Dawuan

Toll Road]

IMPORTANCE OF PUBLIC VIEWS

Source of Public Views

Indonesia Toll Road Authority, Ministry of Public Works and Housing

Public protests

Traditional sources

Online sources

Direct consumers’ survey

Minimum Service Standard

Social media

1

2

3

4

5

6

newspapers, magazines, televisions

News website

customer satisfaction survey in 2016

Ministerial Regulation Number 16/PRT/M/2014

Twitter, facebook

negative sentiment

Indonesia Toll Road Authority, Ministry of Public Works and Housing

MEDIA COVERAGE: Tracking and Analysis

212 news, most of the news on this date focused on the issue of toll tariffs which included Trans Java Toll tariffs, toll tariff

adjustments, and free toll scenarios. Other issues which also became the

focus of the news included the progress in the construction of the Balikpapan-

Samarinda Toll Road and toll roads that were ready to operate

Media coverage on the 8th March 2019 majority was about the inauguration of the Bakauheni-Terbanggi Toll Road by President Joko Widodo. Regarding the inauguration, the

news of a resident who broke through the post office during the inauguration of the Bakauheni-Terbanggi Besar Toll Road to submit complaints about land acquisition to the

President also received media attention. Another issue that is also the focus of the media is the Flood on the Ngawi-

Kertosono toll road section

April 10, 2019 is regarding the Pasuruan-Probolinggo Toll Road which was officially opened by President Joko Widodo. Some issues that also received media attention included the progress of toll road construction, toll roads to be operated,

and the interest of the DKI Provincial Government to manage under the highway

the inauguration of the Pandaan-Malang Toll Road by President Joko Widodo. Meanwhile, other issues that also received media attention were the Trans Java Toll tariff, the one-way system scheme on the Trans Java Toll Road, the enactment of the Bakauheni-Terbanggi Besar Toll toll road segment, and the progress of toll road construction and functional toll roads on Lebaran 2019.

January 1 – June 30, 2019

Feb 12, 2019

Apr 10, 2019

March 8,

2019

Mei 13, 2019

MEDIA COVERAGE: Tracking and Analysis

Indonesia Toll Road Authority, Ministry of Public Works and Housing

NEWS SENTIMENT

14% Toll rates, congestion on toll roads, flooding on toll roads, and land acquisition

61% Informative news, such as the inauguration of toll roads, toll rates, and the progress of toll road construction.

25%

have a variety of issues. One of them is regarding the positive side of the toll road, such as the article "Paspro Operational Toll Road, Pasuruan-Probolinggo Only 30 Minutes" in Kompas, "Trans-Java Toll Will Increase Global Competitiveness" in Investor Daily, Trans Java Toll Road "at Tempo.co, and" Manado-Bitung Toll Road Reduces Export Product Logistics Costs "on Okezone.

January 1 – June 30, 2019

MEDIA COVERAGE: Tracking and Analysis

Indonesia Toll Road Authority, Ministry of Public Works and Housing

With total of 1,974 articles, the top 10 media accounted for 19.54% of the total coverage of toll roads in the period of January 1, 2019 until June 30, 2019 (10,103 news)

MAIN ISSUES ONLINE MEDIA

Road construction and handling

21%

TOLL ROAD PROJECT

16%

PREPARATION FOR

IEDL FITRI 14%

Flood Mitigation 12%

Bridge Construction

10%

Earthquake and Tsunami Disaster

Management 6%

Water Resources Development

6%

One Million House Programs

6%

SPAM Project Corruption

6%

Assistance and One Million Programs of

house 3%

Na : 32,295 Nt : 49,363

*Ntotal is total news about The Ministry of Public Works and Housing **Na is total news regarding main issues about the Ministry of Public Works and Housing

Indonesia Toll Road Authority, Ministry of Public Works and Housing

January 1 – May 31, 2019

MAIN ISSUE OF TRADITIONAL SOURCE

Toll Road Constructio

n 24%

One Million House

Programs 19% Road

Damage Problems

12%

Natural Disasters Impact on

Infrastructure

10%

Infrastructure

Preparation for Eid Al

Fitr 10%

National Road Repair

8%

Bridge Handling

5%

Compensation and Land Acquisition

4%

SPAM Project

Corruption 4%

Natural Disaster

Mitigation Program

4%

Na : 3.578 Nt : 10.930

Indonesia Toll Road Authority, Ministry of Public Works and Housing

• Print Media seems to actively make issues about (1) Toll Road Construction, (2) One Million House Programs, (3) Road Damage Problem.

• As same as online media, print media tends to make the negative narrative of SPAM Project Corruption case.

*Ntotal is total news about The Ministry of Public Works and Housing **Na is total news regarding main issues about the Ministry of Public Works and Housing

January 1 – May 31, 2019

INFLUENCERS MEDIA

994 1009 1,068 1,101 1,129 1,190 1,225 1,236 1,394 1,584 1,587 1,715 1,852 2,505 2,813 3,019 3,592

6,757 14,914

19,611

Sutopo Purwo Nugroho…

Dodi Reza Alex Noerdin (Bupati…

Ganjar Pranowo (Gubernur Jawa…

Budi Setiyadi (Dirjen Perhubungan…

Hari Nugroho (Kepala Dinas Bina…

Iriana Joko Widodo (Ibu Negara)

Budi Karya Sumadi (Menteri…

Khalawi Abdul Hamid (Dirjen…

Danang Parikesit (Kepala BPJT…

Joko Widodo (Presiden RI)

Total Influencers : 13.840 191 226 232 252 258 259

358 359 363 373 394 397

518 538 550 581

866 927

1,335 2,201

Sutopo Purwo Nugroho (Kapusdatin…Ade Yasin (Bupati Bogor)

Wilman Sugiansyah (Kepala Bidang…

Edy Rahmayadi (Gubernur Sumatra…

Bambang Brodjonegoro (Kepala…Bambang Hidayah (Kepala BBWSCC…

Jusuf Kalla (Wapres RI)Tri Rismaharini (Wali Kota Surabaya)

Budi Karya Sumadi (Menteri…

Budi Setiyadi (Dirjen Perhubungan…

Khofifah Indar Parawansa (Gubernur…Ridwan Kamil (Gubernur Jawa Barat)

Iwa Karniwa (Sekda Prov Jawa Barat)

Danang Parikesit (Kepala BPJT…

Hari Nugroho (Kepala Dinas Bina…

Khalawi Abdul Hamid (Dirjen…

Anies Baswedan (Gubernur DKI…

Febri Diansyah (Juru Bicara KPK)

Joko Widodo (Presiden RI)Basuki Hadimuljono (Menteri PUPR)

ON

LIN

E

CET

AK

Total Influencers : 8.496

• From the top 20 speakers, Minister of PUPR Basuki Hadimuljono placed in first rank both in online and printed media • In online media, there are 3 internal sources including Minister of PUPR Basuki Hadimuljono, Head of BPJT PUPR Ministry Danang Parikesit,

and Director General of Housing Provision PUPR Ministry Abdul Hamid • In print media, there are 4 internal sources including Minister of PUPR Basuki Hadimuljono, Director General of Housing Provision PUPR

Ministry Khalawi Abdul Hamid, Head of BPJT PUPR Ministry Danang Parikesit, and Region Head of Ciliwung Cisadane (BBWSCC) River PUPR Ministry Bambang Hidayah.

Indonesia Toll Road Authority, Ministry of Public Works and Housing

January 1 – May 31, 2019

MEDIA DISTRIBUTION

575

577

598

605

633

660

762

838

871

1,009

Tempo.co

Tribunnews.com

Okezone.com

Kompas.com

Liputan6.com

Akurat.co

Republika.co.id

Detik.com

Antaranews.com

Bisnis.com

212

223

233

243

265

272

272

286

391

565

Indo Pos

Radar Surabaya

Jawapos

Media Indonesia

Republika

Kompas

Rakyat Merdeka

Investor Daily

Bisnis Indonesia

Jawapos MetropolisO

NLI

NE

PR

INTE

D

Total media: 1.748 Total media: 189

• The top 10 online media was filled by national media. Bisnis.com got first place with 1,009 articles related to the Ministry of PUPR throughout the monitoring period January 1 - May 31, 2019.

• Meanwhile, the distribution of the top 10 print media was filled by national media and regional media. Regional print media Jawapos Metropolis got first place with 565 articles and there is regional print media in addition to Metropolis Jawapos named Radar Surabaya.

Indonesia Toll Road Authority, Ministry of Public Works and Housing

January 1 – May 31, 2019

Indonesia Toll Road Authority, Ministry of Public Works and Housing

FEEDBACKS AND RESPONSES

Planning (Solo – Jogja Toll Road refusal)

FEEDBACKS AND RESPONSES Indonesia Toll Road Authority, Ministry of Public Works and Housing

Construction (Jakarta – Cikampek Elevated)

FEEDBACKS AND RESPONSES Indonesia Toll Road Authority, Ministry of Public Works and Housing

Operation [Lebaran case]

FEEDBACKS AND RESPONSES Indonesia Toll Road Authority, Ministry of Public Works and Housing

Other general [Cileunyi – Sumedang Dawuan Toll Road]

Concluding remarks HOW WE CAN MANAGING PUBLIC OPINION TO IMPROVE

TOLL ROAD SERVICES IN THE PROPER WAY A case of ITRA media monitoring

Concluding remarks HOW WE CAN MANAGING PUBLIC OPINION TO IMPROVE

TOLL ROAD SERVICES IN THE PROPER WAY A case of ITRA media monitoring

Concluding remarks HOW WE CAN MANAGING PUBLIC OPINION TO IMPROVE

TOLL ROAD SERVICES IN THE PROPER WAY A case of ITRA media monitoring

By MANAGING INTELlIGENCE MEDIA as DECISION SUPPORT SYSTEM