BY any measure, the scene described by Harith Iskander at a National Registration Department (NRD) branch is painfully familiar: arrive early, wait patiently, and still walk away empty-handed because the day’s queue numbers have run out, “Harith Iskander vents anger over long wait at NRD branch” (The Star, March 17; online at bit.ly/3NmPDIr).
In 2026, this is not just inconvenient – it is indefensible.
The issue is not about one branch or one bad day. It reflects a deeper, systemic problem: a public service model that still relies on physical queues, limited daily quotas and uncertainty for citizens – in other words, a system designed for yesterday trying to cope with today’s expectations.
At its core, this is about respect for people’s time. When citizens take leave from work, wait for hours and are then turned away without service, the message – intended or not – is that their time is expendable.
This cannot be the standard for a modern public administration.
The solution is neither radical nor expensive, and it is already widely practised elsewhere.
First, the NRD should move decisively to a mandatory appointment-based system, where citizens book time slots in advance. This simple shift would eliminate overcrowding and provide certainty. Walk-ins can still be accommodated but within clearly defined and limited slots.
Second, introduce a real-time digital queue system accessible via mobile phones. Citizens should be able to see how many numbers are ahead of them and receive alerts when their turn approaches.
There is no reason for people to sit on staircases or in corridors when technology allows them to wait productively elsewhere.
Third, transparency in daily capacity is essential. If a branch can only process 150 applications a day, that information should be clearly displayed online and on site – before people commit their time.
Fourth, services must be decentralised and differentiated. Simple transactions such as collections or renewals should have fast-track counters, while more complex cases are handled separately. At the same time, expanding services through Urban Transformation Centres, mobile units and even temporary counters in high-traffic areas can ease pressure on existing branches.
Finally, and perhaps most importantly, there must be a shift in mindset. Public service delivery should not be measured solely by how many applications are processed but by how efficiently and respectfully citizens are served. Waiting time, predictability and user experience must become key performance indicators.
Malaysia is not short of ambition. We speak confidently about digital transformation, artificial intelligence (AI) and a high-income future. Yet, these aspirations ring hollow if basic services still require citizens to queue without certainty or dignity.
Fixing the queue system at the NRD will not require AI. It will require something far more fundamental: the will to redesign processes around people, not procedures.
Because in the end, a government that values its citizens must first value their time.
JS
Cyberjaya
