Strategi Atase Imigrasi Di Kedutaan Besar Republik Indonesia (KBRI) Kuala Lumpur Dalam Menangani Masalah Pelayanan Paspor Dan Visa Pmi Di Malaysia

Abstract

This study discusses the strategies of the Immigration Attaché at the Embassy of the Republic of Indonesia (KBRI) Kuala Lumpur in addressing issues related to passport and visa services for Indonesian Migrant Workers (PMI) in Malaysia. The significant increase in passport and visa applicants, especially during the Covid-19 pandemic, was not matched by adequate development of facilities and infrastructure, resulting in various challenges in service delivery. Using a qualitative approach, this study identifies innovations and adaptive strategies implemented, such as service digitalization, online queue systems, and the introduction of 24-hour services. These strategies have proven effective in improving efficiency, reducing physical queues, and providing protection and convenience for PMI in managing immigration documents. The study concludes that technology-based innovation and responsiveness to the dynamic needs on the ground are key to the success of immigration services at KBRI Kuala Lumpur.