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All Journal International Journal of Social Science and Humanity
Herlis Fahmil Qur'ani
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Humanities Languange, Linguistic, Communication & Media Social Sciences

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Implementation of Good Governance in Passport and Residence Permit Services at Ngurah Rai Bali Immigration. Herlis Fahmil Qur'ani; Fedianty Augustinah; Eny Hartati
International Journal of Social Science and Humanity Vol. 2 No. 4 (2025): December: International Journal of Social Science and Humanity
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijss.v2i4.531

Abstract

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.
Bureaucratic Reform of the Ngurah Rai Immigration Travel Documents Section, Realising Dynamic Immigration Governance Herlis Fahmil Qur'ani; Ferdianty Augustinah; Eny Hartati
International Journal of Social Science and Humanity Vol. 3 No. 1 (2026): March: International Journal of Social Science and Humanity
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijss.v3i1.532

Abstract

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.
Co-Authors Eny Hartati Fedianty Augustinah Ferdianty Augustinah