The Public Services of PT KAI in the New-Normal Era

. The new normal policy with the implementation of health protocols which aims to prevent the spread of the Covid-19 virus has limited access to public services for PT KAI, especially for passenger train services, whose occupancy has been drastically reduced and has decreased its income by 38.9%. To provide prime public services, PT KAI must adapt to accommodate the public's needs for train transportation whilst still paying attention to passenger satisfaction by paying attention to safety and comfortability of passengers. This research method is literature study, using descriptive analysis, namely providing education and understanding to readers. The type of data used in this study is secondary data.The results show that PT KAI has implemented service standards in accordance with the Circular of the Ministry of Transportation Number 14 of 2020 concerning technical instructions for railroad transportation control during the adaptation period for new habits to prevent the spread of Covid-19 which includes: operation of rail travel, passenger capacity and health protocols in which the requirements for passengers and operators of railway infrastructure and facilities are regulated. The results of this study also reveal that there is still a lack of public awareness in adhering to health protocols, however PT KAI always conducts regular education, socialization and simulation of SOP Health Protocols to the public, service users and employees of PT KAI.