Optimizing Immigration Services Through Capacity Building: An Analysis of Implementation and Its Impact on Public Service Performance in Indonesia (Case Study: Class II Non-TPI Immigration Office in Blitar, 2025): Penelitian

Indras Riana Nur Lukman

doi:10.31004/jerkin.v5i1.7342

Authors

Indras Riana Nur Lukman Universitas Islam Balitar

DOI:

https://doi.org/10.31004/jerkin.v5i1.7342

Keywords:

capacity building, immigration services, digitalization, institutional refor, human resources

Abstract

This study examines capacity building aimed at enhancing immigration service performance at the Class II Non-TPI Blitar Immigration Office, an entity playing a strategic role in national security, tourism, and population mobility. Challenges such as a shortage of skilled personnel, suboptimal information technology infrastructure, and a lack of inter-agency coordination were addressed through continuous training, the digitalization of information systems, and institutional reform. Employing a qualitative case study approach—utilizing interviews, observations, and document analysis—the research demonstrates that capacity building improves service efficiency, transparency, and accuracy. Human resource training and digitalization accelerated document verification and minimized administrative errors, while institutional restructuring optimized workflows. However, service congestion during peak hours and resistance among some staff members toward the new systems remain obstacles. The synergy of competency enhancement, digital transformation, and structural reform proved effective in optimizing immigration services. The study recommends strengthening digital infrastructure and implementing change management strategies to mitigate resistance and foster accountable governance.

References

Andrews, M., Pritchett, L., & Woolcock, M. (2017). Building State Capability. Oxford University PressOxford. https://doi.org/10.1093/acprof:oso/9780198747482.001.0001

Cordella, A., & Paletti, A. (2018). ICTs and value creation in public sector: Manufacturing logic vs service logic. Information Polity, 23(2), 125–141. https://doi.org/10.3233/IP-170061

De Vries, H., Bekkers, V., & Tummers, L. (2016). Innovation in the public sector: A systematic review and future research agenda. Public Administration, 94(1), 146–166. https://doi.org/10.1111/padm.12209

Dwiyanto, A. (2018). Manajemen pelayanan publik: peduli inklusif dan kolaborasi. UGM press.

Gil-García, J. R., & Pardo, T. A. (2005). E-government success factors: Mapping practical tools to theoretical foundations. Government Information Quarterly, 22(2), 187–216. https://doi.org/10.1016/j.giq.2005.02.001

Grindle, M. S., & Hilderbrand, M. E. (1995). Building sustainable capacity in the public sector: What can be done? Public Administration and Development, 15(5), 441–463. https://doi.org/10.1002/pad.4230150502

Guest, D. E. (1997). Human resource management and performance: a review and research agenda. The International Journal of Human Resource Management, 8(3), 263–276. https://doi.org/10.1080/095851997341630

Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 25 Tahun 2020 tentang Road Map Reformasi Birokrasi 2020-2024, (2020).

Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 18 Tahun 2021 tentang Road Map Reformasi Birokrasi Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Tahun 2020-2024, Pub. L. No. 18 (2021).

Laegreid, P., & Christensen, T. (2013). Transcending new public management: the transformation of public sector reforms. Ashgate Publishing, Ltd.

Mergel, I., Edelmann, N., & Haug, N. (2019). Defining digital transformation: Results from expert interviews. Government Information Quarterly, 36(4), 101385. https://doi.org/10.1016/j.giq.2019.06.002

Ndou, V. (Dardha). (2004). E – Government for Developing Countries: Opportunities and Challenges. THE ELECTRONIC JOURNAL OF INFORMATION SYSTEMS IN DEVELOPING COUNTRIES, 18(1), 1–24. https://doi.org/10.1002/j.1681-4835.2004.tb00117.x

Noe, R., Hollenbeck, J., Gerhart, B., & Wright, P. (2006). Human resources management: Gaining a competitive advantage, tenth global edition. McGraw-Hill Education New York, NY, USA:

Undang-undang (UU) Nomor 6 Tahun 2011 tentang Keimigrasian, (2011).

Sabatier, P., & Mazmanian, D. (1980). the Implementation of Public Policy: a Framework of Analysis. Policy Studies Journal, 8(4), 538–560. https://doi.org/10.1111/j.1541-0072.1980.tb01266.x

Santoso, M. I. (2004). Perspektif imigrasi dalam pembangunan ekonomi dan ketahanan nasional. Penerbit Universitas Indonesia.

Turner, M., Prasojo, E., & Sumarwono, R. (2022). The challenge of reforming big bureaucracy in Indonesia. Policy Studies, 43(2), 333–351. https://doi.org/10.1080/01442872.2019.1708301

Twizeyimana, J. D., & Andersson, A. (2019). The public value of E-Government – A literature review. Government Information Quarterly, 36(2), 167–178. https://doi.org/10.1016/j.giq.2019.01.001

Wibowo, A. K. Z., Sianturi, E., & Aprilia, A. P. (2026). ANALYSIS OF GAPS IN IMMIGRATION POLICY AT IMMIGRATION CHECKPOINTS (TPI) IN INDONESIA. Algebra : Jurnal Pendidikan, Sosial Dan Sains, 6(2), 571–575. https://doi.org/10.58432/2r01wp60

Willens, C. (2009). Armstrong’s Handbook of Human Resource Management Practice. Emerald Group Publishing Limited.