PLUS Archives

PLUS customers now have PUTRI to help them with their enquiries

Human interaction has continuously changed over time but now the change has accelerated as a result of the COVID-19 coronavirus pandemic sweeping the world. We now have to be conscious of social distancing – standing at least a metre apart – and be aware that even shaking hands can be risky as the virus can be transmitted.

Fortunately, we have technology to help us with the changes we must make socially and also in the business world. The ability to connect is still present and in the business world, chatbots have been an integral component of customer engagement for airlines, healthcare, telecommunications, retail, financial services, F&B as well as the news media.

PLUS Malaysia Berhad’s ‘PUTRI’ or PLUS Texting Realtime Interface is one such example, and it can be considered the highway industry’s first ever chatbot. PUTRI is designed to interact with PLUS highway customers and over time, the interactive conversations through its Artificial Intelligence and Machine Learning model will allow PUTRI to handle over 70% of the 1,500 calls which PLUS Traffic Monitoring Centre (TMC) receives averagely daily. The majority of the calls are request for standard highway information, which a chatbot can answer right away.

PLUS PUTRI — *Two of the ways that the public can interact with PUTRI, instead of waiting for someone from the Call Centre.*

With PUTRI’s support, PLUS TMC service levels can be enhanced by allowing the personnel to focus more on emergency calls, and conduct speedier and swifter coordination to assist customers in distress during traffic incidents. The PUTRI Chatbot is easily accessible and more convenient as it provides better speed in providing responses and could reduce the waiting period for callers.

“The COVID-19 pandemic has undoubtedly accelerated our lives to become more digitally dependent and tech-savvy. The increase of bandwidth usage in the country and the world over is a sure sign that we are embracing the use of more gadgets and the communication experience is today more robust. Hence, our PUTRI will provide real time interface to the thousands of enquiries on straightforward highway information,” said PLUS Chief Technology & Innovation Officer, Shamsul Izhan Abdul Majid.

“PUTRI will be able to attend to multiple and simultaneous queries pertaining to PLUS highway service, toll fares, real-time traffic information, inquiries on PLUSMiles, product, facilities, promotions as well as events,” he added.

PLUS highway users can interact with the Beta version of PUTRI throughout the current public pilot phase (launched April 27 2020 on the PLUS website) and the PLUSMiles portal, as well as since May 11 for the PLUS Mobile App. It will soon be available on social media platforms and WhatsApp applications with bilingual capability.

Between and the full completion date during the third quarter of 2020, PLUS invites users to interact with PUTRI and provide feedback which can assist the development team to identify issues and work on solutions to enhance its technical capabilities.

PLUSRonda celebrates 30 years of service to highway travellers

PLUS urges motorists to ensure sufficient balance in tollcard, especially at Penang Bridge

During the period of the Movement Control Order (MCO) which will last until April 14 (unless extended, which we will know after April 10), the general public is required to remain at home. They are not totally ‘locked down’ and can still travel to buy essential items, medical supplies or visit hospitals and clinics. But no makan angin drives and no dining at eating places, only takeaway.

The aim is to ‘flatten the curve’, which refers to bringing down the number of cases of COVID-19 so that our hospitals and healthcare system can cope. You will have read that in some countries, the number of cases has grown to such a huge, unexpected number that the hospitals do not have sufficient capacity and vital medical equipment is insufficient.

We are fortunate that we have not reach such a critical level but if we do not do our part – staying at home is what the general public can do to help – then we too could end up like Italy. And if the curve does not flatten, the government may most likely maintain the MCO longer which does no one any good.

Flattening the curve — *By flattening the curve, the number of cases will be less and the hospitals will be able to help more infected people.*

For those living in Penang and use the Penang Bridge, PLUS is urging motorists to ensure that they have enough balance in their Touch‘nGo card before they cross the bridge which the concessionaire manages. Topping-up needs to be done at locations other than the toll plaza which no longer does reloads to avoid the possibility of COVID-19 transmission.

It is believed that many hundreds of vehicles approach the toll plaza daily with insufficient balance in their tollcard. This causes a jam which affects the flow of commercial vehicles that are bringing essential items to the island.

Petrol station — *The convenience stores at petrol stations can do tollcard reloads or there are ATM machines that also do it.*

“We urge highway users to always ensure that they have sufficient balance in their Touch‘nGo card. They may do reload at numerous top-up zones such as bank ATM machines, convenience stores and petrol stations which are conveniently located around the island and the mainland. Self-service kiosks are also available at various points along the PLUS highway,” said PLUS Chief Operating Officer, Zakaria Ahmad Zabidi.

“Above all, the best move to curb the spread COVID-19 is to stay home and practise social distancing. By ensuring your Touch‘nGo card has sufficient balance for toll transactions, it eliminates the need to physically interact with our Customer Service Assistants and at the same time, ensure social distancing is observed,” Encik Zakaria added.

PLUSRonda celebrates 30 years of service to highway travellers

The 772-km North-South Expressway (NSE) which runs along the west coast of Peninsular Malaysia was opened in 1982 and completed in stages by 1994. From the start, the standards of highway maintenance and safety were high, in line with international standards. Vehicles could travel speedily (up to the maximum limit of 110 km/h) along the multi-lane highway from Johor Bahru up to the Thai border, bypassing the old roads that were winding and narrow.

30 years ago today, April 1 1990, PLUSRonda began operations as a value-added highway patrol service provided by PLUS Malaysia Berhad, the concessionaires. The objective, which is the same today, is to ensure that the highway-users who encounter difficulties during their travels are given assistance. Be it a tyre puncture, stalled vehicle due to a flat battery or even an accident, the PLUSRonda team will arrive at the scene without fail.

“The PLUSRonda is one of the most iconic frontliners on PLUS highways. It is somehow even more meaningful that in the midst of the Covid-19 adversity, the 30th Anniversary of PLUSRonda is celebrated in remembrance of their purpose and sacrifices. While PLUS employees adhere to the Movement Control Order, many of our PLUSRonda are on-call; a patrolling schedule has been implemented to maintain the necessary response period in view of the lower traffic count,” said Datuk Azman Ismail, Managing Director of PLUS.

“We are very cognizant of the hazards that our frontliners are exposed to, which is why we have pulled out all the stops to ensure that every aspect of health, safety and security for them are provided for, so they may continue to execute their duties without fear or worries,” added Datuk Azman.

The pioneer team
The first batch of the PLUSRonda team consisted of 10 men who were joined by another ten during the first year in 1990. One of the pioneers, Zainal Abidin bin Lazim is still on active duty today and is based in Tangkak, Johor. Although aged 54, Encik Zainal Abidin Lazim continues to serve PLUS in the Traffic Safety Department, along with a few others of the original team.

“We are proud of our PLUSRonda, they are brave men who have only a single intention and that is to do their best for the safety and comfort of everyone who journeys along our highways, day and night. Their tireless conviction makes them a welcome sight when one is in distress along the NSE or LPT2,” said Zakaria Ahmad Zabidi, PLUS Chief Operating Officer.

“Many do not know that apart from saving lives at crash sites or attending to breakdowns, our PLUSRonda have also delivered babies in a number of emergency cases on the highway. Their training ranges from technical to medical aspects, equipping them with life-saving skills to be called upon when the situation arises,” he added.

Covering two highway networks
There are 574 PLUSRonda officers to cover the entire NSE and LPT2 (East Coast Expressway) highways. The PLUS highway network has 4 regions (including the East Coast) and each region has between 6 to 7 sections. Each section has a fleet of PLUSRonda patrol vehicles crewed by a pair of patrolmen. Prior to the MCO, the PLUSRonda routine was to patrol in a looping format so that they could be at the scene of any traffic incident (depending on the situation) within 30 minutes or less.

“My reason for becoming a PLUSRonda patrolman is to help others in any small way that I can. I am happy knowing our highway customers can travel safer when my partner and I are patrolling. The idea that I can help those in distress keeps me going. Being in PLUSRonda also offers me job security too,” said Encik Zainal Abidin Lazim. “I am proud that PLUS is fully committed to safety. While we are the last line of defence, safety on the roads is primarily in the hands of each of our highway-user.”

PLUS receives Prince Michael International Road Safety Award for road safety initiatives in 2019

RFID implementation on PLUS Closed System highways postponed

The completion date of the introduction of RFID (Radio-Frequency IDentification) system for paying charges electronically at all remaining PLUS toll plazas has been postponed. Following implementation on its Open System highways in January, the concessionaire had been carrying out testing and progressive work with the aim of having the remaining 83 PLUS and 10 LPT2 (East Coast) Closed System toll plazas equipped with RFID facilities by April 1, 2020.

Open System toll plazas are for highways where a fixed rate is paid whereas the Closed System charges by the distance travelled, eg along the North-South Expressway.

Due to the Movement Control Order (MCO) being in force since March 18 and to run until March 31, 2020, the work has been suspended. “At PLUS, we believe the MCO is an important move to protect the health, safety and well-being of not just our employees but all Malaysians from the threat of COVID-19. Based on this principle, we have decided to defer the launch of the RFID payment system on PLUS and LPT2 highways to a new date upon the lifting of the MCO,” said PLUS Managing Director, Datuk Azman Ismail.

PLUS also takes this opportunity to urge the public to adhere to the MCO and to remain at home in order to help flatten the spread of COVID-19 and more crucially, to protect one’s health and family’s wellbeing.

Motorists using PLUS highways should also be aware that the reload facilities at all its Toll Plaza Customer Service Centres and Reload lanes at both Open and Close Toll Highway are closed during the MCO period. Reloads of the Touch’nGo cards can be done at Self-Service Kiosks available at 67 locations at selected R&R areas as well as various ATMs, petrol stations and convenience stores.

“We strongly advise all motorists to plan their journeys by reloading their Touch‘nGo card at reloading centres nationwide, as well as other reload facilities available,” PLUS said, adding that motorists are also advised to keep a 1-metre distance apart when queuing, not just at the reload machines but also in any public place.

Meanwhile the highway concessionaire has also clarified that none of its toll plazas and highways are closed. However, with the MCO in effect, the police may be filtering vehicles to ensure their occupants are authorised to travel. PLUS advises the public to contact the PDRM Hotline at 03-2266 3356 for latest updates on road diversions and inspection throughout this period.

Shops at many PLUS R&R/lay-bys to remain closed till March 31

Updated list of toll plazas with restrictions

The Movement Control Order (March 18 – 31, 2020) does not stop you from going out – but only to buy essential food and supplies or medication. You should go to the nearest place to get the items and not drive from Penang island to the mainland to buy vegetables (as was reported by the police to The Star). And certainly, you cannot go out to eat at restaurants which, if allowed to operate, can only provide takeaway or food delivery services.

Yet there are still people who are ignoring the orders to stay at home and seem to go longer distances than necessary. It’s understandable that being confined to the home is tough but this is a very serious situation and you need to do your part.

Think of how fortunate you are to be able to be at home when there are thousands of frontliners – the nurses, doctors, hospital cleaners and other healthcare personnel – who are risking their lives daily, fighting exhaustion and having to be away from their families and friends.

Because there are people who are stubborn and insist on doing what amounts to breaking the law, the police now have to increase restrictions on vehicle movements. Besides a restriction on interstate travel (as well as driving across the borders with Thailand, Singapore, Brunei and Indonesia), passage through many toll plazas will no longer be permitted unless the vehicle driver can give a valid reason or show a document authorising movement. If not, the police will order the vehicle to be turned around and the occupants should return home.

The following are the PLUS toll plazas which have such restrictions at their entry lanes:

1) Jalan Duta

2) Sungei Besi

3) Skudai

4) Kuala Kangsar (Only vehicles headed north will be allowed to enter the highway. Vehicles headed south will be subject to restrictions).

5) Ayer Keroh

6) Tol Pedas Linggi

If you do not have a valid reason and are ordered to turn around, do not argue with the police. They are just doing their duty to protect us. Let’s not make things worse and force the government to extend the MCO.

Shops at many PLUS R&R/lay-bys to remain closed till March 31

Interstate travel is not permitted during the period of the Movement Control Order (MCO). However, if you are on PLUS highways – and you should have a valid reason for travelling – and want to stop by at a R&R to pick up food or drinks, you should be aware that the shops are closed from today until March 31, 2020 when the MCO ends.

According to notices which appeared today on the PLUS Facebook pag, the closure of shops are at the following R&R locations in Peninsular Malaysia:

Gelang Patah, Machap, Ayer Keroh, Mambau, Ulu Bernam, Sg. Buloh, USJ and Penanti.

*Operating hours at some R&Rs have been shortened to 6 am to 7 pm until March 31, 2020 (picture of R&R at Sg. Perak taken earlier in the year).*

Additionally, at the other R&Rs, operating hours of the shops will be from 6 am to 7 pm. They are at:

Pagoh, Seremban, Dengkil, Tg. Malim, Tapah, Sg. Perak, G. Semanggol, Gurun and Rawang.

All stalls and shops at the lay-bys will also be closed from March 21 – 31, 2020.

However, the toilets, parking spaces and petrol stations will still be operational as normal. All suraus at PLUS R&Rs and the LPT2 are, however, closed during the MCO period.

PLUS has also closed all its reload facilities at the Toll Plaza Customer Service Centres and Reload lanes at both its Open and Close Toll highways.

The highway concessionaire explained that these actions of closure are social distancing efforts to reduce the risk of infection and therefore limit virus transmission.

As such, PLUS advises motorists to plan their journey ahead by reloading their Touch‘nGo card at reload centres nationwide. The reload facilities include Self-Service Kiosks at 67 locations along selected rest and service areas, as well at ATMs of banks. Petrol stations and convenience stores can also provide reload services.

Access roads to Kuala Terengganu closed

Lower toll rates on PLUS highways start after midnight today

If you are travelling on a PLUS highway tonight, don’t forget that after midnight, toll rates will be 18% lower. So pull over at a R&R for a teh tarik and delay your exit till after midnight. If you’re coming from Juru in the north and exiting at Jalan Duta in Kuala Lumpur, you can save almost RM8. You might get a special welcome from the PLUS people too as they are gathered there tonight for a symbolic ceremony to mark the occasion.

The PLUS-operated highways which will have toll reductions are the North-South Expressway (NSE), the New Klang Valley Expressway (NKVE), the North-South Expressway Central Link (ELITE), the Malaysia-Singapore Second Crossing (LINKEDUA), the Seremban-Port Dickson Highway (SPDH), the Butterworth – Kulim Expressway (BKE), the East-Coast Expressway 2 (LPT2), and the Penang Bridge.

The 18% reduction follows an agreement with the Ministry of Finance in exchange for an extension of the concession another 20 years until 2058. The reduction applies to all Passenger Vehicles (Class 1), Taxis (Class 4) and Buses (Class 5) and will remain unchanged until the concession ends. Toll charges for lorries (Classes 2 & 3) will also remain unchanged until the end of the concession in 2058.

PLUS has agreed to make the reduction as well as maintain the highways without any compensation or further funding from the government. Thus, apart from savings for the average of 1.7 million highway users each day, taxpayers will also not be paying for the upkeep of PLUS highways. PLUS has given assurance that its services and operations will not stagnate and aims to provide improvements as the years go by, as well as enhance the travelling experience on its highways.

Lower toll rates on PLUS highways – but not in time for Chinese New Year travel

20% discount on toll charges on PLUS highways and LPT2 tomorrow (Saturday)

If you are travelling on PLUS and LPT2 highways tomorrow (Saturday January 25), your toll charges will be 20% less as a discount is being offered from 12:00 am till 11:59 pm. The 20% discount is only for privately-registered passenger vehicles.

Applicable highways are the North-South Expressway, the New Klang Valley Expressway (NKVE), Seremban-Port Dickson Expressway, the North-South Expressway Central Link (ELITE), Malaysia-Singapore Second Link Highway (Linkedua), Butterworth-Kulim Expressway (BKE), Penang Bridge and the East-Coast Expressway 2 (LPT2).

There is no discount for those passing through the toll plazas at Tanjung Kupang. Motorists who are currently enjoying the existing Penang Bridge 20% toll discount via their Touch ‘n Go cards will also not be entitled to the discount.

To facilitate a smoother traffic flow during the festive period when millions of vehicles will be travelling on the highways, all toll plaza reload facilities on the entry lanes to PLUS-operated highways will be closed to customers from January 22 until February 3, 2020. This move is aimed at reducing traffic congestion due to the long queue at reload lanes at the toll plazas.

PLUS advises motorists to plan their journey in advance and most importantly, to reload their Touch ‘n Go card before starting their journey and make sure their card has sufficient balance to cover all toll charges along the way. There is no Touch ‘n Go card reload service provided at the exit lane of all PLUS toll plazas. However, certain toll plazas do have reload services at the PLUS customer service centres.

*Most petrol station stores like the BHPetromarts along the highways offer TnG reload services. Top up extra since you can also use the same card to pay at many carparks.*

Motorists can top-up their cards at 11,000 reload centres throughout the country, including Touch ‘n Go Spots which are located at 34 petrol stations along the PLUS highway and also Self-Service Kiosks which located at 67 locations at selected R&R areas, lay-bys and toll plazas.

During this festive season, PLUS is expecting a total of 2 million vehicles to utilize its highways, especially during the peak periods which are from January 22 – 24; January 27, 28 and 31; and February 1 (which is a holiday in the Federal Territory).

From February 1, 2020, toll charges on PLUS-operated highways will decrease by 18%, as reported earlier. There will be no change in toll rates on PLUS highways until 2058 but PLUS has its concession period extended by 20 years beyond 2038.

Tips from PLUS for a less stressful drive on the N-S Highway next week

Tips from PLUS for a less stressful drive on the N-S Highway next week

Another long weekend is coming with the Chinese New Year festival and PLUS Malaysia expects traffic volumes on the highways, especially the North-South Expressway (NSE) to start increasing from Monday, January 20. At least 2 million vehicles are expected to be on the highways daily, and make the return journey on February 2.

With data collected over the years, PLUS has been able to formulate a Travel Time Advisory (TTA) for highway travellers which can help to reduce traffic congestion during this period. Basically, if you are departing from the Klang Valley and going north or south on the NSE, make your start before 9 am.

For travellers who are going to other places in Perak, Negeri Sembilan and Melaka, it would be better to start your journey afternoon. This should make the journey less stressful without delays to endure.

For the return trip to the Klang Valley, PLUS suggests starting on the NSE before 9 am. Obviously, there will be traffic joining from various entry points along the 748-km long highway. The 9 am time will help to ensure the traffic flows in stages from all locations towards the Klang Valley.

If your journey is a long one, do take a break along the way. Facilities at the R&R are plentiful with a wide range of food and drink. Or you can also drop by at the petrol stations to pick up snacks and drinks. BHPetrol stations, for example, have hot food available and for the festive period, special offers on many items.

*The BHPetromart convenience stores at BHPetrol stations have a wide variety of items to pick up for a long journey.*

Toll plaza — *Be sure the balance in your TnG card is sufficient to cover toll charges. Don’t cause inconvenience to other motorists by getting stuck at the toll plaza because your card has insufficient balance.*

Needless to say, you should ensure that your tollcard has sufficient balance to cover the toll charges for the entire journey. If you need to reload, there are numerous places along the highway (self-service kiosks at R&R locations and petrol stations) as well as many convenience stores in towns. Don’t create problems for other motorists by not having enough balance and being stuck in the toll plaza.

No more TAMBAH NILAI at exit toll plazas on PLUS highways from November 5, 2019

Lower toll rates on PLUS highways – but not in time for Chinese New Year travel

Apart from putting to rest the long-standing question of whether PLUS, the highway concessionaires, will be sold off by the government, it has also been announced that toll charges will decrease by 18% – but only on for private-registered vehicles and only on PLUS- operated highways.

Unfortunately, the reduction will only begin from February 1, 2020, so it won’t be in time to benefit those who will be travelling during the Chinese New Year holidays. However, there are likely to be discounts offered by highway concessionaires, the usual practice during major festive periods.

Bernama reports that, besides the toll reduction, the statement from the Prime Minister’s Office (PMO) also confirmed that there will be no change in toll rates on PLUS highways until 2058. This is in consideration for the concession period being extended by 20 years beyond 2038. PLUS is expected to carry out highway maintenance and operational activities without depending on the government, the statement added.

What does 18% mean to the motorist?
The 18% reduction lowers the toll rate on the North-South Expressway – the longest among PLUS highways – to 11.15 sen per km from the present 13.6 sen per km. Travelling from the Jalan Duta toll plaza in Kuala Lumpur to Alor Setar in Kedah would be RM45.50 or RM10 less than what it costs now. The savings from the same departure point in Kuala Lumpur to Skudai in Johor would be RM8.50.

The government will not be compensating PLUS for lowering the rate, and has cancelled the earlier concession agreement which provided for gradual increases in toll rates. The government will save RM42 billion as it does not have to pay compensation, and the money can be used for other development purposes. It also believes that PLUS will remain in a sound financial position to carry out its obligations for the next 58 years.

PLUS to accept TnG RFID system on its highways, also addressing reload issues

Piston.my

PLUS

PLUS customers now have PUTRI to help them with their enquiries

PLUS urges motorists to ensure sufficient balance in tollcard, especially at Penang Bridge

PLUSRonda celebrates 30 years of service to highway travellers

RFID implementation on PLUS Closed System highways postponed

Updated list of toll plazas with restrictions

Lower toll rates on PLUS highways start after midnight today

20% discount on toll charges on PLUS highways and LPT2 tomorrow (Saturday)

Tips from PLUS for a less stressful drive on the N-S Highway next week

Lower toll rates on PLUS highways – but not in time for Chinese New Year travel

Preparations for Aidilfitri: SmartLane System Reactivated and Road Improvements Underway

PLUS Malaysia Bersedia Menyambut Tahun Baru Cina dengan Empat Strategi Utama

PLUS Malaysia’s Strategies for Managing Traffic Surge During CNY

Hyundai Launches Ioniq 6 Lite And Plus Variants In Malaysia

PLUS Anticipates 1.9 Million Vehicles On Highway During Elections

PLUS To Hold Public Pilot Test Of ‘SmartLane’ On USJ-Seafield Route

PLUS To Activate SmartLanes This Weekend For Extra Highway Capacity

Keep Barriers Open On RFID Lanes To Ease Congestion At Toll Plazas During Hari Raya?

Seven Months Partial Lane Closure For NKVE

More RFID Lanes At Toll Plazas Along North-South Expressway

Archive

Audi E-tron GT Set for Mid-Lifecycle Update

Tesla Expands Its Charging Network to Penang

Off The Grid 2024 presented by Art of Speed Malaysia

Sime Darby Racing Team Returns to Compete in the Porsche Carrera Cup Asia 2024

Proton Opens R&D Facility in China

Follow us on Facebook

Follow us on YouTube

The Piston Show