The research was published in Volume 4, Issue 1 (2026) of IJBMI. It highlights the growing importance of digital government systems in improving transparency, efficiency, and accessibility in public services. As Indonesia accelerates e-government initiatives, immigration services have become a key area of digital transformation.
Digital Transformation in Immigration Services
Information and communication technology has reshaped public administration worldwide. In Indonesia, e-government development is supported by Presidential Instruction No. 3 of 2003 and Law No. 11 of 2008 on Electronic Information and Transactions. These policies encourage government institutions to adopt digital systems to improve service quality and accountability.
Immigration services are central to public administration. They include passport issuance, visa processing, border control, and residence permits. Before digital reform, passport applications relied heavily on manual processes. Even the earlier Online Passport Queue Registration Application (APAPO) system was often criticized for limited quotas, verification delays, and inefficient procedures.
The Directorate General of Immigration introduced M-Paspor on January 27, 2022, to modernize the system. The application allows Indonesian citizens to register online, upload required documents, select appointment schedules, and pay fees electronically. Applicants only need to visit the immigration office for interviews and biometric data collection.
How the Study Was Conducted
The research used a descriptive qualitative method to assess the effectiveness of the M-Paspor application at the passport application counter in Bandung.
Data were collected through:
- In-depth interviews with immigration officers and passport applicants
- Direct observation at the service counter
- Analysis of official immigration documents and service records
Effectiveness was evaluated using five indicators:
- Program understanding
- Target accuracy
- Timeliness
- Achievement of objectives
- Tangible outcomes
This framework allowed the researchers to examine both operational performance and user experience.
Key Findings: M-Paspor Is Generally Effective
The study concludes that M-Paspor has improved administrative efficiency and service organization at the Bandung Immigration Office.
1. Strong Public Understanding of the Program
Most applicants understand how to use the M-Paspor system. The Immigration Office actively promotes the application through social media, official websites, brochures, and on-site guidance.
Five out of seven interviewed users were familiar with M-Paspor before visiting the office. They completed registration independently and experienced smooth processing. However, first-time users with lower digital confidence still required officer assistance, indicating the need for continuous public education.
2. Faster Processing and Better Organization
The digital registration and scheduling system reduces crowding and waiting times. Monthly appointment quotas are often filled within two to three days, showing high public demand and system acceptance.
Compared to the pre-2021 period, passport application numbers increased significantly between 2022 and 2024 after the introduction of M-Paspor. Officers confirmed that digital integration improved data accuracy and reduced administrative errors.
3. Clear Service Targets and Measurable Outcomes
The system aligns with national policy objectives to enhance transparency, accountability, and efficiency. Features such as electronic passport options, express services, and online rescheduling demonstrate continuous innovation.
Applicants report improved clarity in procedures, and officers note more structured coordination among service staff.
Ongoing Challenges
Despite positive outcomes, several obstacles remain.
- Server disruptions and overheating occasionally interrupt services.
- Network instability affects queue issuance.
- Limited hardware, such as printers and keyboards, slows operations.
- Registration quotas are often filled quickly, limiting access for some applicants.
Five of seven respondents expressed dissatisfaction with quota limitations. Although the system functions effectively for registered users, limited slots create access inequality.
Technical literacy differences also affect user experience. Some applicants hesitate to use the system independently due to fear of data entry errors.
Human Resource Support Strengthens Effectiveness
The study highlights the role of organizational structure and teamwork in maintaining service quality. Clear task distribution among counter officers, supervisors, and section heads supports smooth operations.
Interns and vocational students assist with queue management and information services, helping mitigate temporary staff shortages. Applicants perceive improved responsiveness and professionalism among officers.
According to Nur Azizah of ICB Pajajaran Polytechnic, effective digital transformation requires both technological infrastructure and strong human resource coordination. Digital systems alone cannot guarantee service improvement without organizational readiness.
Implications for Digital Government in Indonesia
The findings offer important lessons for public administration and digital government development.
For policymakers:
- Infrastructure investment must accompany digital innovation.
- Server capacity and hardware upgrades are essential.
- Digital literacy programs should be strengthened.
For immigration offices:
- Continuous system maintenance is necessary.
- Public outreach and technical assistance should be expanded.
- Balanced workload management supports long-term sustainability.
For academic researchers:
- Broader studies across multiple immigration offices can provide comparative insights.
- Quantitative research may measure user satisfaction more precisely.
The research underscores that digital public service reform requires integrated planning, adequate infrastructure, and human resource development.
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