The Impact of Human Rights-Based Services on the Quality of Immigration Services: Analysis of Vulnerable Groups in Indonesia

Abstract

This study examines the implementation of human rights-based public services in Indonesia’s immigration sector, focusing on priority passport services for vulnerable groups such as the elderly, persons with disabilities, pregnant women, and children. The research aims to identify service gaps, analyze factors that influence service quality, and evaluate improvement strategies implemented by immigration offices. Using a literature review approach supported by peer-reviewed academic sources, this study applies the Planning, Organizing, Actuating, and Controlling framework to compare service practices at the Class I Immigration Checkpoint Office in Bandar Lampung and the Class I Non-Checkpoint Immigration Office in Central Jakarta. The results show that although inclusive and equitable services are mandated by national regulations, several obstacles remain, including limited accessibility facilities, inadequate spatial design, budget constraints, and insufficient officer competence in inclusive communication. These challenges contribute to inconsistencies between service standards and actual implementation, affecting the experience of vulnerable groups. Despite this, both offices demonstrate improvement efforts through structured procurement planning, capacity building for officers, layout redesign to enhance accessibility, and the adoption of flexible and humanistic service approaches. These steps indicate progress toward more responsive and equitable public services. Overall, this study highlights the importance of strengthening human rights principles to ensure accessible, fair, and dignified immigration services for vulnerable communities.