KUALA LUMPUR: The Immigration Department has implemented various initiatives to enhance its services, including incorporating artificial intelligence (AI) applications and reducing human intervention in its day-to-day operations.
Its director-general Datuk Ruslin Jusoh said these initiatives include deploying systems and machines that operate autonomously, including auto gates and quick response code systems at major checkpoints.
"We have expanded our online transaction capabilities, eliminating the need for physical visits to Immigration Department offices for more than 70 per cent of our services.
"All payments within the department are now processed online or through e-payment systems, promoting cashless transactions," he said when contacted.
He further mentioned that the department has increased the installation of closed-circuit televisions and is preparing to equip enforcement officers with body-worn cameras.
Regarding integrity issues, Ruslin assured full cooperation with the Enforcement Agency Integrity Commission (EAIC) in addressing 38 complaints involving the department.
"We are awaiting complete information related to these complaints from the EAIC to conduct thorough investigations.
"Any misconduct involving integrity by our personnel will be met with appropriate actions, such as warnings, dismissal, demotion, or withholding salary increments," he said.
On Thursday, the EAIC said that the agency has received 176 complaints related to misconduct this year, with most involving the Immigration Department.
EAIC chairman Tan Sri Ismail Bakar said out of 176 complaints, the main issues identified include complaints or reports that were not properly addressed, leading to the complainants' frustration (59 complaints), non-compliance with standard operating procedures (37), abuse of power (24) and corruption (19).
Ruslin emphasised the department's commitment to preventing misconduct and abuse of power through effective management and governance practices.
He said among the steps taken include regular inspections by top management at all Immigration Department offices to personally observe any non-compliance if present.
"We have also established integrity units in every state to conduct audits and continuous improvement recommendations, as well as updating the standard operating procedures to ensure transactions and services are carried out quickly, efficiently, and transparently, leaving no room for exploitation."
He said the department has continuously increased the number of offices and business scopes certified with the Anti-Bribery Management System (ABMS) 37001:2016, which aims to develop an internal control system for the department to manage, handle, enforce, evaluate, as well as improve anti-corruption measures effectively.
At present, Ruslin said the department has successfully obtained certification for 11 business scopes."
