Transforming Tollways Through People, Data and Digital Vision

Everyone, from executives to middle management and from the ranks and files, needs to believe in it. When the organization aligns with this shared belief, it becomes part of its daily routine. This alignment then creates a system that fosters incremental changes; before we know it, half of the transformation work is done.

Unique challenges include the limited number of vendors and partners who are driving innovation in the construction and engineering space. However, opportunities abound in mobility and transportation-related initiatives particularly in enhancing customer experience.

Balancing Innovation with Safety and Operational Reliability

Innovation is first incubated, then subjected to series of testing through parallel runs alongside existing systems. The challenge lies in the fear of the unknown or untested systems, hence the need for strategy alignment, allocation of ample time and activities to ensure reliability and safety.

Not to mention that the government heavily regulates our company. As such, all systems that impact customer experience must undergo rigorous testing and evaluation.

A Culture-Driven Approach to Cybersecurity

There’s no single solution that guarantees cybersecurity. What we do is balance two key areas: prevention and resilience. Regarding prevention, we measure ourselves against globally accepted frameworks like NIST to ensure our systems are aligned with best practices. On resilience, we maintain strong BCM protocols. We simulate real incidents to make sure our teams can respond fast and recover smart.

Protecting customer data is top priority. We treat it with the same level of importance as our physical infrastructure. That means tight access controls, layered security, encryption, audit trails — the works. We also monitor continuously and respond quickly to any sign of breach.

But tech isn’t enough. People are still our biggest risk—yet, our best defense. So, we run internal campaigns, phishing tests, and regular training. Our goal is to turn every employee into a cybersecurity champion. It’s part of the culture we’re building.

Cyberattacks will happen; it’s not a question of if, but when. The objective measure is how ready we are. And I’d say: the more we prepare, the luckier we'll get.

Advice for Modernizing Infrastructure Through Technology Embark on a customer journey mapping to design and architect how the organization interacts and engages with customers. This approach allows you to tailor-fit solutions to specific issues and pain points. Remember, technology follows the right customer experience and the company’s business strategy, not vice versa.