T

he morning sky was bleak and cold when I finally stepped into Depok Immigration Office for the first time. Trying to have faith that the online system would save me from an endless maze of bureaucracy, I gingerly looked to my left and right for cues. The smiling security officer at the door lessened my agitated foreboding. He was friendly, helpful with any questions I asked and courteous in manner.

To anticipate any unpleasant snaking queues I came early in the morning. I was lucky there was only around 20 people queuing at the registration counter, which was already open for verifying the documents and issuing ticket numbers at 7 a.m. Meanwhile, the interview session opened at 8 a.m. As the sun rose, people started to flock in.

After getting the ticket number, I waited while making observations. To be frank it was not quite what I had expected. With the familiar loopholes and blockades of government bureaucracy in Indonesia, getting my passport done in a timely manner seemed almost an impossibility. I pictured a crowded and disorganized place. To my surprise, it was quite the opposite. It took less than an hour and was quite orderly and the lines moved quickly when my name was called.

Thank God, I applied online so the process was quicker than those who registered manually, which made my passport application much faster. I filled in all the required forms online, scanned the necessary documents and had them uploaded.

Only after I submitted the application online did I make the actual payment to the appointed bank. When the payment was validated by the system, I picked a date for my interview. It was simple and easy.

And the magic of technology unfolded! I was done with the interview, fingerprints scanned and biometric photo in less than half an hour.  All done! I could collect my new passport after four working days by showing my receipt. At 10 a.m. I headed back to my office, smiling and satisfied with the effectiveness and speed of the Depok Immigration Office. A totally different experience from government institutions years ago.

What'€™s more, I was never in any way mandated to pay any additional money. The process was not frustrating in any way. The staff were mostly young and worked fast and efficiently. It saved me time and money. All payments were made through the appointed state-owned bank. The layout of the interview and verification room was designed smartly so that no one could slip an envelope or any other payment without the notice of the people around them.

First to arrive, first to be served. Each desk was also equipped with an electronic data capture (EDC) machine to make payment easier for those who were reluctant to go to the bank.

Yuni Herlina
Depok, West Java