JOHOR BARU: "You have my word." Johor Menteri Besar Datuk Onn Hafiz Ghazi said this when giving his assurance that the issues plaguing the Customs, Immigration and Quarantine (CIQ) facilities at the Sultan Iskandar Building (BSI) here, and the one at the Sultan Abu Bakar Complex (KSAB), in Tanjung Kupang, Iskandar Puteri, would be resolved "once and for all".
This came after several videos were posted on social media, tagging him. Netizens said that whenever the menteri besar visited the complexes, the operations would be smooth and efficient, but would immediately "return to normal", when he was not around.
Some even said that in his campaign to improve services at both complexes, he had failed to see the issues facing the Immigration and Customs officers manning the counters.
A user commented that "when the menteri besar is at the complexes, things are in optimal condition, but goes back to normal when he is away."
Another asked him to spend an entire day at the counters, stamping passports, and then share his experience.
These postings by netizens were made during the recent long weekend and Labour Day holiday.
The backlash prompted Onn Hafiz to make a promise that he would get to the bottom of the problem, and ensure that both CIQs operate at peak efficiency.
Today, Onn Hafiz paid another visit to the CIQ complex in BSI. He was accompanied by Home Affairs Ministry secretary-general Datuk Ruji Ubi, and Immigration Department deputy director-general (Management), Datuk Zakaria Shaaban.
During the four-hour visit (from 5.30am onwards), Onn Hafiz said several technical issues that were hampering operations were discussed.
He said solutions were also drawn up, and agreed upon by all the parties involved – the Johor government, the Immigration Department, and the Home Affairs Ministry.
Among them was for the installation of closed-circuit television sets (CCTVs) at all Immigration counters and vehicle lanes in BSI.
The existing e-gates will be upgraded by adding automatic land barriers, while the roof at the MBike lanes will be extended to improve air circulation. The area will also be fitted with air-conditioning.
Automatic barriers are a security measure that allow vehicles to enter a facility in a more orderly manner.
Meanwhile, at the Immigration, Customs, Quarantine and Security (ICQS) Complex at the Sultan Abu Bakar Complex (KSAB), roofs will be built at the MBike lanes for the comfort of motorcyclists, especially during rain, or humid conditions.
Road barriers will also be installed to manage traffic flow before arriving at the checkpoint.
Road signs will be further improved, while the roof at the passengers' hall will also be upgraded.
Onn Hafiz added that federal government agencies would conduct feasibility studies on a shuttle bus service from the Gelang Patah Rest and Relax area to KSAB, and enhance enforcement to prevent other vehicles from using the bus lanes.
After the visit, Onn Hafiz and representatives of the government agencies held a meeting to address human resources issues that have been hampering operations at BSI and KSAB.
Shift rotation, lack of manpower, administrative issues such as overtime allowance claims, as well as improving the welfare of the officers, were among the topics discussed.
Onn Hafiz said that a dedicated room, to allow staff manning counters to rest and refresh themselves, will be built.
It will be fitted with air-conditioning and prayer facilities. The existing chairs at the counters will also be upgraded with more ergonomic features for better support.
"You have my word. I will see to it that the issues here at BSI and KSAB are settled once for all.
"This is my promise to the rakyat, not just Johoreans, but also to our visitors to this state. I will also see to it that the officers here are not left out.
"We all need to work together and solve these issues, once and for all," he said.