BADUNG, BALI — WartaGlobal.Id

A new chapter in public service transformation has begun in Bali. The Directorate General of Immigration has introduced the Immigration Lounge at Discovery Mall Bali, a new immigration service facility designed to bring government services closer to the public while responding to increasingly dynamic service needs.

The facility was officially inaugurated by Director General of Immigration Hendarsam Marantoko on Thursday, August 27. The ceremony was attended by Bali Governor I Wayan Koster and Discovery Mall Bali General Manager Rachmat Hartanto Tanuharja.

The Immigration Lounge is not merely about moving an immigration service counter into a shopping mall. It represents a broader shift in the way public services are delivered: government services must be accessible where people live, work and carry out their daily activities.

Hendarsam emphasized that immigration service transformation should not focus solely on administrative quality. Accessibility, flexibility, convenience and the overall public service experience are equally important.

“Public services must continue to evolve in line with the needs of society.”

According to Hendarsam, establishing an Immigration Lounge inside a shopping center is one of the innovations aimed at making immigration services more accessible, comfortable and adaptive to changing public needs.

More Than Just Passport Services

The Immigration Lounge at Discovery Mall Bali provides more than Republic of Indonesia passport services.

It also handles various immigration stay-permit services, making the facility a one-stop option for members of the public requiring immigration-related services.

Located on the First Floor of Discovery Mall Bali, Jalan Kartika Plaza, Kuta, Badung Regency, the facility is the first immigration lounge operating inside a shopping mall in Bali.

The Immigration Lounge operates Monday to Friday, from 10:00 a.m. to 5:00 p.m. Central Indonesia Time (WITA).

For passport services, the facility provides 40 service slots per day, while extension services for immigration stay permits can accommodate more than 150 applications daily.

Those figures indicate that the facility is not simply an additional service counter. It is being positioned as a significant immigration service hub in one of Bali's busiest tourism areas.

Government-Private Sector Collaboration

The Immigration Lounge is the result of collaboration between the Ngurah Rai Immigration Office and Discovery Mall Bali.

Hendarsam highlighted the importance of cooperation between government institutions and the private sector in creating a more integrated public-service ecosystem.

“We appreciate the collaboration between Immigration and Discovery Mall Bali. This synergy demonstrates that public services can be developed through cross-sector collaboration, provided that service standards, security and the public interest remain the priority,” Hendarsam said.

The statement carries an important message: modernizing public services cannot simply be measured by attractive facilities or convenient locations.

Service standards, procedural transparency, data security and public interest must remain at the core.

A New Face of Immigration Services in Bali

Bali remains one of Indonesia's most important gateways for international mobility. The island's tourism industry, foreign visitors, international business activities, foreign workers and investors continue to generate demand for accessible and efficient immigration services.

Against this backdrop, the Immigration Lounge at Discovery Mall Bali represents a shift in the public-service paradigm—from requiring people to travel to government offices toward bringing government services closer to the people.

But ultimately, the success of the Immigration Lounge will not be measured simply by its location or appearance.

The public will judge it by more fundamental questions:

How fast is the service? How transparent are the procedures? How easy is the process? And most importantly, does the public receive certainty and fair treatment without irregular practices?

That is where the real test begins.

Because genuine public-service modernization is not simply about creating a more comfortable building.

True modernization means that people arrive with a need—and leave with certainty.

WartaGlobal.Id — Reporting on Public Service Transformation.