Online Services Based On The Singa Karmila Application For Passport Processing At The Class I Immigration Checkpoint (Tpi) Malang Immigration Office

Abstract

This study examines the implementation and effectiveness of the SINGA KARMILA application, a digital-based public service innovation developed by the Class I TPI Malang Immigration Office to improve passport processing services. Using a descriptive qualitative approach, data were collected through structured interviews and literature review. Findings reveal that SINGA KARMILA successfully enhances administrative efficiency by integrating various services—including passport registration, status tracking, visa processing, and foreigner reporting—within a centralized Management Information System (MIS). The application significantly reduces queuing times, increases service transparency, and minimizes direct physical interactions, leading to higher public satisfaction. Furthermore, MIS integration strengthens organizational performance through improved coordination, systematic data management, and more effective decision-making. Despite these benefits, the system’s performance remains dependent on user digital literacy, internet stability, and ongoing technical maintenance. Overall, SINGA KARMILA contributes positively to e-government development, supporting accessible, responsive, and accountable immigration services in Malang.