ATAMBUA, BALINEWS – The Class II TPI Belu Immigration Office has launched a new digital service innovation, SI-KILAT (Integrated Information System for Complaints and Public Service Reports), to improve public service quality, accelerate complaint handling, and strengthen transparency in immigration services along the Indonesia–Timor-Leste border.
The platform is designed to provide an integrated system for managing public complaints, allowing people to submit feedback, complaints, and requests for information more easily while monitoring the progress of their submissions in real time.
Elmi, S.H., M.H., Head of the Information Technology and Immigration Communication Section at the Class II TPI Belu Immigration Office, said SI-KILAT was developed to address public demand for a complaint service that is fast, accessible, transparent, and responsive.
He explained that the system would also ensure complaints are distributed to the relevant officers according to their respective duties and responsibilities, allowing them to be handled more efficiently.
"Through SI-KILAT, we are committed to reducing bureaucratic procedures and removing communication barriers between service applicants and government institutions. Every complaint and piece of feedback will not simply be received but will also be managed professionally, with clear and measurable resolution timelines," Elmi said in a statement issued on November 3, 2026.
SI-KILAT offers three main features to support more effective public complaint management.
First, its Hybrid Management feature integrates multiple complaint channels, including direct submissions, text messages, social media, and a dedicated digital portal, into a single centralized dashboard.
Second, its Tracking System allows the public to monitor the status and progress of their complaints or information requests transparently.
Third, its Fast Response feature is designed to ensure that complaints concerning immigration services, including passport applications, residence permits, and foreign national supervision, are promptly handled by the relevant officers.
The launch of SI-KILAT is also in line with the Ministry of Immigration and Corrections' policy direction to maximize the use of information technology in supporting bureaucratic reform and improving public services.
The initiative further supports the Belu Immigration Office's efforts to strengthen its Integrity Zone program as it works toward achieving the Corruption-Free Zone (WBK) and Clean and Service-Oriented Bureaucratic Zone (WBBM) designations.
The Belu Immigration Office has encouraged members of the public, relevant government agencies, and other stakeholders to make use of the new platform to help create immigration services that are more transparent, accountable, responsive, and people-oriented, particularly in the border region between Indonesia and Timor-Leste.
