Risk Identification and Response Strategies for Urban Road Maintenance: A Case Study of Jakarta’s Routine Maintenance Task Force

Urban road maintenance is critical for mobility and infrastructure performance in dense megacities, yet operations are exposed to numerous risks that can undermine service reliability. This study investigates significant risks affecting Jakarta’s routine road maintenance task force (PJLP), which operates within a citizen-report-driven system using a CRM platform. Employing ISO 31000/31010-based procedures and a Probability–Impact Matrix (PIM), the research identified 52 initial risks from literature and expert interviews, refined to 36 validated risks via expert judgment. These were then rated on a five-point probability and impact scale by practitioners, and the mean scores were plotted into an adapted PIM to visualize risk significance. Ten risks were classified as significant, located in the red zones of the matrix, and predominantly related to environmental exposure (heavy and extreme rainfall), resource limitations (material shortages, damaged equipment, insufficient personnel), and operational challenges (dense traffic, public non-cooperation, and inaccurate CRM reports). The findings reveal a complex risk landscape shaped by climate variability, constrained resources, and urban behavioral factors, providing a practical basis for prioritizing improvements in resource planning, public engagement, and maintenance coordination. The study offers empirical insights to strengthen resilience and responsiveness in urban road maintenance, with implications for other rapidly growing cities facing similar pressures.