GEORGE TOWN: Every holiday season, applications for new passports and renewals will be high, causing a long queue at the Immigration Department most of the time.
However, this year the scenario is different.
Since January, the waiting period has been cut down as travellers can book appointments via the Queue Management System (QMS) mobile app to get the queue numbers.
Writer Ang Yee Shyuan, 44, was happy with the QMS as she did not have to line up for hours outside the department.
“The best part was not having to arrive early and wait outside the Immigration Department at Urban Transformation Centre (UTC) Komtar for a number.
“However, I still had to wake up early to secure a spot through the app, which is only active at 6am.
“By then, there were already about 60 people ahead of me,” she said when met at UTC Komtar on Monday.
Ang, who was there with her children aged 14 and 10, said the entire process was completed within an hour.
“After submitting all the necessary documents, we were told to return about half an hour later to collect the completed passports,” she said.
“We are now ready for our trip to Hatyai for Christmas.”
A retiree, who wished to be known only as Jegarajoo, said that while he initially struggled to get the app working on his phone, the effort ultimately proved worthwhile.
“It was hard to grasp as I’m not tech-savvy, but the security guards at the entrance were helpful.
“After getting my queue number through the app, it also shows the current number being called.
“I can go for lunch and monitor the calling progress and return only when my number is near,” said the 58-year-old.
Meanwhile, an Immigration Department official said the QMS has been in operation at UTC Komtar since January.
“The system allocates numbers starting at 6am every day based on processing capacity to ensure same-day passport delivery.
“On weekdays, three counters operate simultaneously, providing sufficient slots, while only one counter is open during weekends,” he said.
A staff member at UTC Komtar said between 200 and 300 slots are available on weekdays, and about 150 on weekends.
The office operates from 8am to 7pm on weekdays, and 8am to 5pm on weekends.
Overall, she said the system has improved operations, eliminating large crowds in the waiting area.
She added that the department has made exceptions for individuals with disabilities and senior citizens aged 60 and above.
They can still walk into the immigration counter to apply or renew their passports.
