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This study examines the implementation of Good Governance principles in passport and residence permit services at Ngurah Rai Immigration Office, Bali. Employing a qualitative case study approach, the research evaluates how digital transformation enhances transparency, accountability, efficiency, participation, and the rule of law in immigration services. Findings demonstrate that digital systems such as the M-Paspor application and the Integrated Residence Permit System have improved procedural transparency, reduced illegal levies, and strengthened public trust. Efficiency has increased through automation, which reduces processing times and human errors. Digital audit trails reinforce accountability by ensuring decisions are traceable and regulation-based. However, challenges exist in substantive accountability and responsiveness. Decision-making in non-standard cases lacks transparency, with limited explanation of the legal bases. Response times through formal channels such as hotlines often exceed standards due to lengthy cross-divisional coordination. Whilst digitalisation has brought significant improvements, further reforms are necessary to strengthen substantive accountability and responsiveness, thereby enhancing public trust and institutional legitimacy in accordance with good governance standards. Continuous improvements in integrated digital systems, staff training, and process streamlining remain essential for full compliance.

This study provides a comprehensive analysis of the performance of the Travel Document Section at Tanjung Perak Immigration Office within the framework of Public Administration. Employing a qualitative, case-study approach, the research investigates the efficiency, effectiveness, and quality of immigration services, emphasising the application of New Public Management (NPM) principles and Good Governance practices. The findings reveal that while technological innovations such as digital systems (M-Passport and SIMKIM) have successfully improved operational efficiency and reduced physical queues, challenges persist regarding procedural transparency, accountability, and system reliability. Human errors and inconsistent discretion in handling complex documents highlight the need for enhanced capacity building and resource allocation. Moreover, issues of bureaucratic transparency and integrity undermine public trust, underscoring the importance of strengthening internal controls and communication strategies. The study also underscores that service quality is multidimensional, encompassing physical facilities, interpersonal professionalism, and procedural clarity, all of which influence public satisfaction. Despite improvements, the gap between technological efficiency and service effectiveness suggests that further efforts are needed to integrate digital innovations with robust procedural protocols. The research concludes that sustainable performance improvement requires a balanced focus on technological, human, and systemic factors, fostering a culture of transparency, accountability, and continuous development. These insights offer valuable policy recommendations to enhance the robustness and responsiveness of immigration services, ultimately strengthening the legitimacy and trust of government institutions in delivering public services.

This research aims to analyse the implementation of digital innovation in passport services at the Class I Immigration Office Tanjung Perak as part of bureaucratic reform and Good Governance initiatives. The study employed a qualitative case study approach, involving in-depth interviews, participatory observation, and document analysis, to assess the successes and challenges of digital systems such as SIMKIM and M-Paspor. The findings reveal that digital innovation has successfully improved operational efficiency and generally provided transparency into costs and application status, whilst reducing queuing times and increasing service speed, thereby enhancing public satisfaction and trust in immigration services. However, the innovation has not fully addressed structural and cultural bureaucratic barriers, as field officers tend to become passive when systems experience errors or delays, struggling to provide detailed explanations about issues, which results in information ambiguity and potentially undermines procedural transparency and performance accountability principles. The study concludes that bureaucratic reform in the immigration sector requires internal cultural updates and enhanced human resource competencies to support comprehensive transparency and accountability. Digital infrastructure instability and officers' discretionary authority significantly influence the effectiveness of digital innovation. Whilst digital innovation offers substantial benefits in efficiency and transparency, its success depends heavily on strengthening systems, improving human resource skills, and fostering organisational cultural change, with continuous efforts essential for achieving effective, transparent, and accountable public service.

This study aims to explore the institutional governance and collaboration mechanisms at Indonesia's entry points, emphasising both formal arrangements, such as Memoranda of Understanding, and informal communication channels that facilitate daily operations among Immigration, Customs, Port Authorities, Law Enforcement, and Health Agencies. The research employed qualitative methods, including interviews, observations, and document analysis, grounded in Policy Network theory, to analyse the dynamics of institutional collaboration at entry points. The findings highlight that border oversight effectiveness hinges on inter-agency synergy quality, trust, and the ability to overcome technical and procedural barriers, whilst significant challenges include technological disparity, particularly incompatible data platforms hampering real-time information sharing, and silo mentalities driven by security concerns that impede operational harmonisation, resulting in delays and inefficiencies. Trust mechanisms such as informal communication groups, regular meetings, and leadership support significantly improve coordination and operational performance. The study concludes that sustainable and adaptive governance models characterised by mutual trust, effective communication, and technological integration are essential for enhancing border security and facilitating legal movement. The research underscores the importance of integrating technological systems to ensure interoperability, developing clear cross-agency SOPs, and fostering a collaborative culture that prioritises shared goals over organisational ego. Strengthening institutional collaboration at border crossings will bolster Indonesia's national security, economic growth, and international reputation, and contribute to resilient, efficient border management systems capable of addressing contemporary threats.

This study aims to explore the implementation of Standard Operating Procedures for immigration services at TPI Tanjung Priok Port and examine its impact on service effectiveness in Indonesia's maritime sector. The research employed a qualitative approach to analyse the gap between formal SOP guidelines and on-the-ground practices, examining internal and external factors, including resource limitations, technological constraints, and inter-agency coordination issues. The findings reveal significant disparities that lead to both positive and negative discretion amongst frontline Immigration officers, influencing service consistency, efficiency, and transparency. Negative discretion results in procedural deviations that compromise reliability and potentially foster corruption, delays, and inefficiencies. In contrast, positive discretion emerges as adaptive responses indicating weaknesses in SOP design or infrastructure. The study concludes that enhancing frontline officers' competence, motivation, and accountability is essential for achieving desired outcomes, whilst integrating technological solutions such as digital documentation and real-time monitoring is vital for streamlined, transparent, and accountable procedures. Improving SOP adherence, coupled with better resource allocation and inter-institutional cooperation, can significantly reduce vessel turnaround times, lower logistics costs, and bolster maritime competitiveness. The research advocates for dedicated training programmes, supervisory systems, and technological innovations to ensure SOP compliance, minimise discretion-driven deviations, and promote accountability, thereby optimising maritime service delivery and supporting Indonesia's strategic maritime development objectives.

This study aims to examine the implementation of bureaucratic reform at the Immigration Document Section of Ngurah Rai Immigration Office, focusing on digital transformation through the M-Paspor application to realise a dynamic immigration management system. The research employed qualitative analysis to evaluate service efficiency, transparency, accountability, and staff capacity in the context of digital innovation aligned with Dynamic Governance principles. The findings reveal that digitalisation has significantly enhanced service efficiency through automated procedures, reduced physical queues, and improved transparency, whilst facilitating a shift from manual tasks to core verification and problem-solving activities, though challenges persist regarding human resources capacity and organisational culture, as staff exhibit rule-bound mindsets and defensive communication styles when addressing service delays, thereby undermining public trust and satisfaction. The study concludes that technology alone is insufficient to achieve truly responsive and citizen-centric services, as institutional culture and personnel mindset require continuous strengthening through soft skills training, ethical enforcement, and cultivation of service-oriented, empathetic work culture. Holistic reform approaches that combine technological innovation with human resource development and cultural change are essential for building effective, adaptive, and transparent immigration management systems. The integration of digital systems complemented by professional human resources can foster seamless, efficient, and trustworthy immigration services aligned with good governance principles, whilst sustainable improvements depend on balancing technological advances with organisational culture development and staff professionalism.

The Port Clearance Certificate (PCC / SPB) is a mandatory state document issued by the Harbor Master (Syahbandar) as proof of the ship's seaworthiness and the fulfillment of all administrative obligations before leaving the port. In the clearance process for foreign-flagged vessels, the role of the shipping agent is crucial as the representative of the ship owner to coordinate all required permits and documents with various related government agencies (Harbor Master's Office/KSOP, Customs, Quarantine, and Immigration). PT. Dalian Putra Maritim Belawan Branch utilizes an integrated digital system (Inapornet) to manage ship agency services for both incoming and outgoing vessels. This study aims to comprehensively analyze and describe the role and effectiveness of the ship agent, PT. Dalian Putra Maritim Belawan Branch, in expediting the process of issuing the Port Clearance for foreign ships at the Harbor Master and Port Authority Office (KSOP) in Belawan. This research employs a qualitative-descriptive method supported by: 1) Library Research to collect theoretical data and regulations; and 2) Field Research, which involves direct observation of Standard Operating Procedures (SOPs) and the collection of accurate data within the Belawan Port environment. The research results indicate that the ship agent plays a central and vital role in the entire Port Clearance issuance process. The success of issuing the Port Clearance is heavily dependent on the speed, accuracy, and efficiency of the coordination carried out by the agent, ensuring that the vessel meets all safety, security, and maritime environmental protection requirements before being permitted to sail.

This study aims to determine the effect of work motivation and work discipline on employee performance at the Class I Non TPI Depok Immigration Office. The background of the study is based on the importance of the role of human resources in increasing organizational productivity. The method used is quantitative with data collection techniques through questionnaires to the entire population of 83 respondents using a saturated sampling method. Data analysis was carried out using multiple linear regression with the help of SPSS version 21. The results of the T-test of the study obtained showed that work motivation has a positive and significant effect (T count > T table), work discipline has a positive and significant effect (T count > T table) indicating that work motivation and work discipline have an important role in improving employee performance. The results of the F test show that work motivation and work discipline have a simultaneous effect on employee performance (F count > F table) at the Class I Non TPI Depok Immigration Office. The coefficient of determination test of 0.264 employee performance is explained by work motivation and work discipline.

This study aims to examine the effect of information technology and competence on employee performance with leadership style as an intervening variable at the Class I Special Immigration Office Soekarno Hatta. This research uses a quantitative approach with a sample size of 210 employees. Data collection techniques involved document studies and questionnaires, and data analysis was conducted using SPSS version 25. The results of the study indicate that: (1) Information technology significantly affects employee performance with a t-value of 2.812 > t-table of 1.972 and a significant value of 0.012 < 0.05. (2) Competence also significantly affects employee performance with a t-value of 1.982 > t-table of 1.972 and a significant value of 0.0026 < 0.05. (3) Information technology significantly affects leadership style with a t-value of 2.009 > t-table of 1.972 and a significant value of 0.039 < 0.05. (4) Competence significantly affects leadership style with a t-value of 2.391 > t-table of 1.972 and a significant value of 0.040 < 0.05. (5) Leadership style significantly affects employee performance with a t-value of 2.364 > t-table of 1.972 and a significant value of 0.048 < 0.05. Furthermore, the analysis shows that the direct effect of information technology on employee performance is greater (0.50) than the indirect effect through leadership style (0.08), indicating that leadership style as an intervening variable is not effective. The same applies to competence, with the direct effect (0.95) being greater than the indirect effect (0.152).

This study evaluates the effectiveness of M-Passport service management at the Immigration Office Class I TPI Cirebon using the ITIL V3 framework, focusing on Service Strategy and Service Operation. A quantitative approach was applied through observation, structured interviews, and questionnaires distributed to applicants and staff. Data were analyzed using Maturity Level assessment and GAP Analysis. The findings indicate that the M-Passport service has reached Level 4 (Managed) with an average score of 3.77, showing that processes are measurable, controlled, and consistently implemented. However, Incident Management remains at Level 3 (Defined) with the largest deviation from the expected level, while Problem Management, Request Fulfillment, and Business Relationship Management also show minor gaps. The study recommends strengthening incident handling procedures, enhancing communication strategies, improving applicants’ digital literacy, and increasing staff competencies. These improvements are expected to optimize ITIL V3 implementation and enhance technology-based public service delivery.

Multiculturalism is a view that recognizes and respects cultural diversity in social life, politics, and community values. This concept emphasizes the importance of recognizing differences in cultural identity as the basis for creating a harmonious, peaceful, and inclusive society. Historically, the idea of ​​multiculturalism emerged as a response to the melting pot paradigm in countries with high immigration rates, which tend to assimilate minority cultures into the dominant culture. Conversely, multiculturalism seeks to maintain the cultural identity of each group while building social cohesion within the framework of shared life. This study uses a qualitative descriptive method with a literature study approach to examine the definition, history, and basic ideas of multiculturalism from various literature sources. The results of the study show that multiculturalism has a strong foundation in the principles of respect, tolerance, equal rights, and social justice in a pluralistic society. A deep understanding of this concept is very important in the context of a complex and diverse modern society, because it is able to strengthen mutual respect, build social solidarity, and maintain national unity amidst cultural, religious, and ethnic differences. Thus, multiculturalism is not only a social concept but also a cultural strategy for realizing a just and harmonious life together.

This paper discusses the quarantine clearance out handling process through the SSM Single Submission System for the issuance of the Port Health Quarantine Certificate PHQC on the MT Jupiter Star ship managed by PT Semesta Sejahtera Lestari, Lampung Branch. Quarantine clearance out is an important stage in ensuring that ships departing from the port meet all health requirements and are free from the threat of diseases that can be transmitted to other areas. This process begins with the submission of an application by the ship's agent through the SSM System, which is designed to facilitate interaction between various related agencies, including the KKP Port Health Office, Customs, Immigration, and Ksop. After the application is submitted, quarantine officers will conduct a health inspection of the ship, including an examination of the crew and other health documentation. The results of this inspection are then recorded in the system and, if all requirements are met, a PHQC will be issued. This paper also identifies the challenges faced in the process, such as data integration between agencies that is sometimes less than optimal, and the importance of improving coordination between related parties to ensure a smooth clearance out process. Ultimately, the implementation of the SSM system is expected to increase efficiency and transparency in the process of issuing port health certificates, which in turn supports the smooth running of international shipping and trade activities. In writing this paper, the author used field research and library research methods.

The management of national border areas is a strategic issue in the modern international system, directly linked to sovereignty, national security, and regional stability. This study aims to examine the role of international law in border management through a qualitative literature-based approach. Findings indicate that core principles of international law, such as uti possidetis juris, state sovereignty, and non-intervention, serve as the normative foundation for boundary formation, recognition, and dispute resolution. Current challenges such as illegal immigration, infiltration, and territorial claims demand the strengthened implementation of international law within national policy. Local government involvement and economic diplomacy also play vital roles in building adaptive and responsive border governance. In Indonesia’s case, land and maritime border dynamics highlight the need for a comprehensive strategy that integrates legal, diplomatic, and regional development aspects. This study underscores the importance of synergy among state actors to safeguard territorial integrity and foster sustainable cross-border cooperation.

Sebatik Island, which is located on the border of Indonesia and Malaysia, is a very strategic area but is vulnerable to illegal immigration problems. The unclear geography, as well as the social and economic dependence of the community on Malaysia, worsens the situation by creating illegal crossing routes that are difficult to monitor. This article explores various collaborative efforts made by Indonesia and Malaysia to strengthen supervision and law enforcement in the Sebatik Island area. These efforts include joint patrols, cross-border coordination, improving immigration facilities, and more integrated law enforcement. However, obstacles such as differences in policy, limited personnel and the strength of smuggling networks still hamper the effectiveness of border management. For this reason, more intensive cooperation is needed, to ensure the protection of state sovereignty and the welfare of border communities.

This study aims to examine immigration administration within the context of foreigner surveillance in Indonesia through a literature review approach. The primary focus is on policy analysis, implementation, challenges, and the effectiveness of surveillance systems based on legal documents, institutional reports, and recent academic publications. Findings indicate that Indonesia’s immigration policy has a relatively strong legal framework through Law No. 6 of 2011 and its derivative regulations. However, its implementation still faces challenges such as limited human resources, uneven technological infrastructure, and suboptimal inter-agency coordination. The adoption of information technology tools such as SIMKIM, APOA, and CEKAL represents an important innovation, although they have not been fully optimized. This study recommends strengthening institutional capacity, updating evidence-based regulations, and enhancing multi-actor collaboration as strategic future steps.

This study aims to analyze the reform of Indonesia’s immigration policy in the era of globalization and to compare it with the immigration policies of other ASEAN countries, such as Malaysia, Singapore, and Thailand. The research uses a literature review method by analyzing current regulations, international reports, and academic publications. The findings indicate that Indonesia has made significant reforms through immigration service digitalization, the implementation of e-visas, and a human rights-based approach. However, compared to neighboring countries, Indonesia still faces challenges in inter-agency coordination, undocumented migrant regulation, and refugee protection. The comparative study reveals that ASEAN countries adopt varied approaches, from merit-based systems to migrant regularization programs. This research concludes that Indonesia has great potential to lead the harmonization of migration policies in the ASEAN region, but it requires stronger legal frameworks and more integrated governance.

This study analyzes Indonesia’s immigration policy reforms in response to global and ASEAN migration dynamics. The reforms emphasize a human rights-based approach, digital services like e-Visa and M-Paspor, and bureaucratic modernization. Despite progress, challenges remain in implementation, institutional overlap, and limited protection for vulnerable groups such as refugees and undocumented migrants. Comparisons with other ASEAN countries reveal varied approaches, positioning Indonesia to lead regional migration policy harmonization through its strategic role and commitment to human right.

This research is motivated by the importance of improving the quality of passport making services at the Pontianak City Immigration Office which still faces obstacles such as complicated procedures, limited quotas, lack of officer direction, and mismatches in passport collection schedules that cause public dissatisfaction. This research aims to classify the level of satisfaction of passport making services using the Naïve Bayes algorithm, measure classification accuracy, and develop a website-based system that helps evaluate and improve service quality effectively and efficiently. The method used is a quantitative approach with data collection through questionnaires, interviews, and direct observation of 205 respondents, then the data is processed using the Naïve Bayes algorithm which assumes independence between variables to classify satisfaction levels based on variables such as officer friendliness, officer ability, ease of procedure, and timeliness of service. The main findings show that the Naïve Bayes algorithm is able to classify satisfaction levels with 73% accuracy, 76% precision, 70% recall, and 73% F1-score, signaling the effectiveness of this method in identifying community satisfaction patterns. However, the results also indicate the need for improvement in user interface aspects and system responsiveness so that the system can be widely accepted and provide optimal benefits. The implication of this research is that the application of Naïve Bayes-based data mining methods can be an effective tool in evaluation and decision-making to improve the quality of public services, especially in the field of passport making, and encourage the development of interactive and empirical data-based public service information systems.

Digital bureaucratic transformation has become a crucial component of public administration reform in Indonesia through the utilization of technology to enhance public services. This study examines the implementation of the M-Paspor application as one of the strategic policy innovations in the immigration sector. The application was developed as a solution to problems found in the conventional service system. M-Paspor simplifies the passport application procedures, increases bureaucratic effectiveness and efficiency, and strengthens accountability in public service delivery. The presence of M-Paspor has brought significant changes to the structure and work system within the Directorate General of Immigration. However, its implementation still faces various challenges, including unequal digital access, limited infrastructure, low digital literacy among civil servants, and resistance to changes in bureaucratic work culture. This study uses a descriptive qualitative approach based on literature review, with sources selected using search strings tailored to the research objectives. The results of this study are expected to serve as a reference for further discussions regarding the benefits, challenges, and sustainability of M-Paspor in supporting the broader digitalization of public service programs in Indonesia.

This study aims to describe and analyze the implementation of e-Government in passport services at the Surabaya Special Class I Immigration Office and the opportunities and challenges in the implementation of e-Government at the office. The research method used is descriptive qualitative. Data collection techniques include interviews, observations, and documentation. The research informant is the Head of the Surabaya Special Class I Immigration Office. Data analysis techniques use the interactive model developed by Miles et al. (2014), namely data condensation, data presentation, and conclusion drawing. The results of the study show that the implementation of e-Government in passport services at the Surabaya Special Class I Immigration Office includes five main aspects: (a) complete telecommunication infrastructure, (b) adequate connectivity and use of information technology, (c) sufficient human resource readiness, (d) availability of funds and budget without issues, and (e) regulations and rules with legal force. Opportunities for e-Government at the Surabaya Special Class I Immigration Office include positive public response and accessibility to information technology. The challenges faced include cybercrime and the lack of awareness among some people about e-Government.