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All Journal Lead Journal of Economy and Administration Multidisiplin Pengabdian Kepada Masyarakat (M-PKM)
Fassya, Firly Nathania
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Nursing Social Sciences

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PUBLIC COMMUNICATION STRATEGIES IN SOCIALIZING THE IMPLEMENTATION OF AUTOGATE TECHNOLOGY AT IMMIGRATION CHECKPOINTS Fassya, Firly Nathania; Fadil Briandito
Multidisiplin Pengabdian Kepada Masyarakat Vol. 4 No. 02 (2025): Multidisiplin Pengabdian Kepada Masyarakat, July-Oktober 2025
Publisher : Sean Institute

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Abstract

The era of digital transformation has changed the paradigm of public service, particularly in the immigration sector, thru the implementation of autogate technology. This research aims to analyze the public communication strategies implemented in the socialization of autogate technology at Indonesian immigration checkpoints. The research method uses a literature study with a descriptive qualitative approach, analyzing official publications from the Directorate General of Immigration, scientific journals, and documentation of autogate implementation. The research results show that the implementation of autogates has reached nearly 200 units with significant technical efficiency, reducing inspection time from 2-4 minutes to 15-25 seconds per user. The Immigration Information and Communication Technology Section (TIKKIM) implements a multi-platform communication strategy including both conventional and digital media. However, there is a paradox between technical effectiveness and the still low rate of user adoption. The main obstacles identified were less-than-optimal socialization, a passive communication approach, and a lack of comprehensive education for the public. The research recommends restructuring communication strategies to be more engaging and user-oriented, implementing systematic feedback mechanisms, adopting a segmented communication approach, and strengthening inter-institutional collaborative frameworks to create a good communication ecosystem in support of the digital transformation of the immigration sector.
Implementation of the Eazy Passport Service Policy in Improving the Quality of Passport Issuance Services Briandito, Fadil; Fassya, Firly Nathania
Lead Journal of Economy and Administration Vol 4 No 1 (2025): Lead Journal of Economy and Administration (LEJEA)
Publisher : International Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/lejea.v4i1.354

Abstract

This study evaluates the Eazy Passport policy as a mobile, collective application innovation that reorients Indonesian immigration services from a government centred to a citizen centred model to expand equitable access during and after the COVID-19 period. Using a systematic literature review of policy documents, operational circulars, and field reports from 2020 - 2025, the analysis employs the SERVQUAL framework to synthesise evidence across tangibility, reliability, responsiveness, assurance, and empathy in community based delivery contexts. Findings indicate consistent gains in tangibility, responsiveness, assurance, and empathy enabled by on site biometric capture, transparent SOPs, and proximity to applicant communities which reduce office queues, lower travel costs, and target a four working day turnaround after payment. Reliability gaps persist where ICT connectivity is unstable and applicant document readiness is uneven, producing variability in completion times and occasional rework at service points. The study recommends standardising a minimum facility package for all mobile units, building connectivity redundancy and offline contingencies, providing concise pre service education (checklists and micro videos) tailored to vulnerable groups, and upskilling staff in technical and communication competencies to close residual quality gaps. Overall, Eazy Passport demonstrates measurable service quality improvements aligned with public service reform goals, with further scalability contingent on targeted infrastructure and capability strengthening across diverse locales.
Co-Authors Briandito, Fadil Fadil Briandito