Immigration office to embrace new customer experience paradigm – Inforial

Immigration office to embrace new customer experience paradigm

Inforial (The Jakarta Post)

Jakarta   ●  
Fri, January 27, 2023


In its bid to develop a new focus on immigration customer experience, the Directorate General of Immigration (DGI) held a policy discussion on Thursday as part of an Evaluation and National Consolidation Meeting (REKN).

The DGI is set to prepare a business process tailored to the needs and demands of the public, based on prevailing regulations, to provide public services in line with President Joko “Jokowi” Widodo’s vision and mission.

“With regard to service, the DGI needs to change the mindset of service to achieve a service that is quick, correct and clean, with reduced face-to-face meetings, so that it can fulfill the public need for more effective and efficient services. In this case, personnel should embrace the digital mindset and develop their digital literacy,” said Immigration Director General Silmy Karim on Jan. 19.

Silmy noted that looking forward, the DGI would be committed to integrating digital services to enable users to have easier access and good service experiences.

Super apps are expected to provide what the DGI is calling the “new immigration experience”.

The DGI will also continue to pursue best practices in managing changes in immigration policy to support the country’s competitive edge globally. For example, several countries have implemented golden visa policies related to their investment policies with the incentive of visa facilitation, which can have a positive impact on the national economy.

“That’s why [our recent meeting], which was held at the Hotel Shangri La in Jakarta from Jan. 18 to 20, aimed to collect input on immigration policy, which is in line with the President’s vision. Our priority is concrete and implementable national development in 2023-2023,” Silmy said.

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