MY one-hour passport renewal- I am proud of Malaysia

 By Dr Sajad Hussein Kamarally

I want to share my exhilarating experience of renewing my international passport. Comparing what I went through years ago with what happened last Sunday, the difference is truly like night and day.

Last Sunday, I to the Immigration Office in Pudu Raya accompained by my son, Saifuddin... I was pleasantly surprised by the efficiency of the service. There was a queue, but after joining it, we reached the counter in approximately 10 minutes.

The clerk asked for my identity card and issued me a queue number. Within another 10 minutes, my number was called. The officer at the counter was friendly, courteous and helpful. He checked my old passport against the department’s database and asked for my latest contact number. I was then asked to face the camera for a photograph. Two shots were taken before I was satisfied with the result, and the photograph was finalised. The entire process took about 10 minutes.

Next, I had to wait briefly to make payment. As a senior citizen, I was entitled to a 50 per cent discount and paid RM175 for a passport with 10-year validity. After making the payment, I waited another 15 minutes before collecting my new passport.

In less than an hour, we walked out of the office with my new passport in hand!

What a contrast to the days when we had to arrive at the Immigration Office early in the morning just to obtain a queue number. The daily quota was limited to only 200 applicants. If you were unlucky and failed to secure a number, you had to return the following day and try again.

Even if you managed to get a number, completing all the formalities could take hours. We also had to visit a private photography facility near the department to have our passport photographs taken, which meant enduring yet another long queue. It was a real hassle, but we took it all in our stride.

Today, however, thanks to rapid digitisation and computerisation, waiting times have been significantly reduced and service efficiency has improved tremendously. I am delighted to see Malaysia keeping pace with the times and continually improving public services for the rakyat.

My appreciation goes to the hardworking civil servants who make these improvements possible. Not so long ago, many of us criticised government departments for sluggish service and bureaucratic delays. Today, we are witnessing encouraging changes. Many services are available online, while certain services that once required a personal visit have become much more accessible. Even postal services have evolved, with mobile service units bringing essential services closer to the people.

My experience at the Immigration Office in Pudu Raya may seem like a small, everyday event, but to me, it represents something much bigger: progress, efficiency and a public service that is becoming more responsive to the needs of the people.

Of course, there is always room for further improvement. Nevertheless, we must also recognise and appreciate the progress that has already been made.

I left the office feeling not only relieved to have my new passport but also genuinely proud of my country. When public services improve, the rakyat benefit, and confidence in our institutions grows.

Malaysia Boleh! And last Sunday, at the Immigration counter in Pudu Raya, I experienced that spirit of achievement first-hand.

I am proud of Malaysia!


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