Several operational inefficiencies, including staff absenteeism during working hours, were uncovered at the Kelana Jaya Immigration branch during a surprise visit by the Immigration Department's deputy director-general (control), Datu Ken Leben.
The unannounced visit, which took place on Wednesday, revealed various issues, with Datu Ken pledging to report his findings to Immigration Department director-general Datuk Ruslin Jusoh. The inspection was part of a broader effort to assess branch performance and ensure that public services were being delivered effectively.
During his inspection, Datu Ken interacted with visitors, many of whom had arrived as early as 6:30 a.m. in hopes of renewing their passports. The visitors expressed dissatisfaction with the online renewal system, citing frequent delays and technical difficulties. In response, Datu Ken assured them that these concerns would be raised and addressed with the department's officers to improve the process.
While inspecting the branch, Datu Ken also reminded officers of the importance of adhering to professional standards, including wearing appropriate attire and displaying name tags. This was part of his broader message on maintaining discipline and professionalism within the department.
A particularly alarming discovery came when Datu Ken noticed two vacant service counters during the branch's operating hours. He immediately questioned the branch supervisor about the absence of staff and demanded an explanation. "Why is there no staff at the end counters? Where have they gone? I need to make a report. The director-general requires an immediate report," Datu Ken was quoted as saying in a video shared by the department.
In light of these findings, Datu Ken announced that additional surprise visits would be conducted across other immigration branches in the near future. These inspections are intended to ensure that all branches uphold operational efficiency and provide timely services to the public.
The Immigration Department's commitment to maintaining high standards is essential, especially as it navigates increasing public demand for its services. The department's swift action on these matters will be closely monitored by the public, who expect improvements in the delivery of immigration services in the coming months.
