The Immigration Department will continue accelerating its service reform efforts to deliver faster, more efficient and user-friendly services to the public, said director-general Datuk Zakaria Shaaban.
He said the department has already rolled out several key initiatives — with more on the way — as part of a broad digitalisation push aimed at improving service delivery at every level.
Zakaria stressed that the department’s reform agenda will be ongoing, reflecting its commitment to streamlining processes, reducing bureaucracy and eliminating congestion at service counters.
“We will not stop at one achievement. We will continue looking for opportunities to improve the services we provide. I no longer want to hear complaints about immigration services — that is our main mission,” he told Bernama at the 2025 National Convention on Public Service Reform today.
He said the reforms implemented so far, particularly the digitalisation of core services, are already yielding positive results for the public.
“Our goal is to make things easier so people don’t need to queue from early morning just to get services,” he said.
One of the improvements highlighted was the QueueBee Queue Management System (QMS), which he said has successfully resolved issues of congestion and disputes over queue numbers at passport counters.
“At immigration offices now, especially passport counters, you no longer see people scrambling or fighting for queue numbers. These are among the changes we’ve brought in,” he said.
Zakaria added that the department is studying several new digital initiatives to further expand online services, in line with the government’s goals to elevate public service delivery quality.
The National Convention on Public Service Reform is being held in conjunction with the three-day Rancakkan Madani Bersama Malaysiaku programme, which offers over 300 public services, a career carnival, interactive exhibitions, family activities and special promotions for visitors. Organised by the Prime Minister’s Office through the Performance Acceleration Coordination Unit (Pacu), the event is expected to attract around 300,000 people.
