Johor Immigration director explains constraints faced at Causeway and Second Link complexes
ISSUES at the two land crossings with Singapore have been hogging the headlines since borders reopened in April 1 last year.
There have been more than 80 surprise visits by top officials, mainly Johor Mentri Besar Datuk Onn Hafiz Ghazi to the two checkpoints in Johor.
ALSO READ: ‘Shortcut at BSI needs to reopen’
The Johor Immigration Department, by virtue of having the biggest manpower at the two Customs, Immigration and Quarantine (CIQ) complexes, has been in the hotseat.
Jam-packed: The Johor Causeway linking Johor Baru and Singapore is one of the busiest land crossings in the world. — THOMAS YONG/The Star
Among the complaints by travellers are non-functioning autogates, lack of manpower during peak hours and unmanned counters.
In an exclusive interview, StarMetro speaks to Johor Immigration director Baharuddin Tahir to get their side of the story on the daily challenges faced by the department in manning Bangunan Sultan Iskandar Customs Immigration and Quarantine Complex (BSI) and Sultan Abu Bakar Customs, Immigration and Quarantine Complex (KSAB).
What is the immigration manpower at BSI and KSAB at the moment and how many shifts are operating? Which agency oversees and manages the two checkpoints?
I can easily claim that BSI or the Causeway and KSAB or Second Link are the busiest land checkpoints in the world.
The number of travellers pre-Covid was about 400,000 per day at both checkpoints, using all types of transport, with motorcycles numbering 90,000 per day, cars 70,000 as well as buses and lorries, about 7,000 each.
Since the border reopened on April 1 last year, the number has been increasing, recording an average of 350,000 now.
At BSI, we have 284 counters. Half of them are manual counters while the rest are automated. Presently, there are three shifts, with 1,300 staff stationed in BSI and 700 in KSAB.
In BSI alone, we have about 226 vacancies and another 61 vacancies in KSAB.
More autogates will be added at BSI and KSAB to ease immigration clearance at Johor Baru. – Filepic
Despite the shortage of manpower, we are doing our best and operating at 85% capacity daily in BSI and KSAB.
Recently, we got about 100 additional immigration officers but not all were posted to these two checkpoints as we have a total of 15 entry and exit points in Johor, including one each for rail and air, two land crossings and 11 via sea. We are expecting an additional 250 personnel by the end of September.
There are more than 20 government departments and agencies managing these huge buildings and important checkpoints.
They include Immigration, Customs, Tourism Malaysia, Road Transport Department (JPJ), Malaysian Quarantine Inspection Services, Wildlife and National Parks Department (Perhilitan), Home Ministry enforcement division, Malaysian Timber Industry Board, National Audit Department, Health Ministry, Minerals and Geosciencse Department and KTM Bhd.
Baharuddin, who has been the state immigration director for four years, says they are dealing with a manpower shortage.
Others include the police, People’s Volunteer Corps (Rela), auxiliary police, building management office, PLUS Bhd and Public Works Department (JKR).
It is very challenging – Immigration is not the head but a mere coordinator – as the building is run by multiple agencies and departments which have their own jurisdictions.
How many immigration lanes are there entering and exiting for cars, motorcycles and heavy vehicles at BSI and KSAB? Do you think you will need more lanes and better infrastructure?
Presently, there are more than 200 counters at BSI and more than 130 counters in KSAB.
The issue at these two checkpoints is that the volume is more than the capacity.
This is similar to what happens on our highways during Hari Raya, public and school holidays. The volume simply doubles, triples or even quadruples. But the handling capacity is still the same since BSI started in 2008.
Based on our discussions with JKR, the volume exceeds the projection. This 400,000 number was supposed to be in 2025, but it has already touched that figure two years ahead.
A huge crowd waiting to clear immigration at BSI in Johor Baru. – Filepic
I am sure that the numbers will continue to increase because of several factors, mainly the lucrative exchange rate for Malaysians working and travelling there and the huge spending power of Singaporeans in Malaysia.
On the autogates, the public need to understand that they are only available at the bus halls. There are no autogates for lorries and cars. We have an automated M-bike system for motorcyclists.
Overall, we will definitely need more lanes and better infrastructure to serve the public.
However, the major issue is we do not have the space and there is also a design constraint. Any decision to increase the number of lanes will have to come from the Federal Government and BSI is surrounded by a concrete jungle. Nonetheless, we will do our best to manage these two checkpoints effectively and via an efficient clearance.
In recent months, have there been positive improvements made at the two checkpoints?
Yes, coordination among the agencies at the CIQs is much better. Not just with other agencies but also within the immigration department itself.
We are also glad that the Home Ministry and our immigration headquarters have doubled the recent training intake of recruits to 400, with many more expected to be posted to Johor.
The usual training stint for immigration officers is about three months. Before the Covid-19 pandemic, we were operating at about 93% to 94% capacity.
However, during the two-year pandemic, there were personnel who retired, resigned, were terminated or passed away before the end of their service.
During Covid-19 , we were not allowed to gather and as such, our personnel intake and training programmes had to be delayed. That really affected our manpower deployment but post Covid-19, the government is trying its best.
When the border closed in March 2020, the 400,000 daily travellers dropped to about 4,000. The majority were lorry drivers. We also had to redeploy our personnel elsewhere.
At the moment, all our autogates are functioning. Like any system, they will require constant maintenance. However in recent months we have replaced all the old ones.
We also have a technical working group (TWG) to see if we need more autogates and we are in the process of adding another 20 autogates in BSI and 33 M-bike lanes at KSAB, which was not built to handle passenger traffic but more for heavy vehicles.
However, over the years, modifications have been made for the checkpoint to handle motorcycles, cars and buses.
Johor Mentri Besar Datuk Onn Hafiz Ghazi has been visiting KSAB and BSI multiple times since last year. What are the improvements since and what more can be done to improve clearance at the checkpoints?
Everyone in the government is concerned about tackling the congestion issue. Not just this present government but also past governments.
In 2019, the Cabinet even decided to have a special committee to tackle congestion. Then, after a series of meetings, this Cabinet committee decided to focus via the TWG to look into the different issues including system, facilities and even carry out studies on the need for a third link between Johor and Singapore.
One of the initiatives decided was to enhance the present system and facilities. And since 2019, there has been a lot of improvements and initiatives. Some of them have been completed and some are ongoing.
Onn Hafiz has been making frequent visits to checkpoints in Johor Baru to learn the problems first-hand. – Filepic
One example is the integration of counters involving Immigration, PLUS Bhd and JPJ. Previously, a car entering from Singapore will first have to stop at the PLUS counter, then move to the Immigration counter and then again to the JPJ counter.
Although the time taken from one point to the other is about five to 10 seconds, if you add up the numbers it can be concerning. So once integrated, a car from Singapore just needs to wait at one point, this is more efficient.
In the future, we will have a more efficient new system called National Integrated Immigration System (NIISE), which will be timely with the introduction of the Rapid Transit System (RTS) Link between Johor Baru and Singapore.
KSAB is a popular checkpoint for buses, especially for durian tours to the north of the state, which is seasonal. Some of the complaints is that not all counters are open and tourists have to wait hours to enter Malaysia. How are you addressing this issue?
Yes, I am aware that KSAB or Second Link is a major point for tourist buses. We have had a series of discussions with stakeholders including Tourism Malaysia, tourism associations and bus operators.
We have a mutual understanding with tourism associations and bus operators to notify us early if they bring in large numbers of visitors. But sometimes they do not notify us and suddenly 100 buses turn up at the checkpoint.
The statement made by the association saying a lot of counters were closed is not true.
Just imagine having 100 buses with 40 passengers each. We only have nine counters for inbound passengers. This will be really challenging and cause a long wait. If we are informed earlier, we will ask them to come on a staggered basis. We also have an informal task force to look into this issue.
There is talk that when the MB or government officials visit KSAB and BSI, all the counters are open but when they are not around, they are closed. What is your response?
We are professional in doing our job as immigration officers and civil servants. Each of us has a role and responsibility. From my observation, all civil servants, especially at BSI and KSAB, have done their best.
When a person enters Malaysia, the first face they see is an immigration officer. What is your message to the officers?
As the state immigration head, I consistently advise my officers to be professional. I tell them not to be emotional even if there is any provocation or allegation. But being human, there are some who react.
On disciplinary issues, they include being absent from work, misconduct and integrity issues such as corruption.
We do not have a drug problem as we carry out random urine tests quite regularly.
You have been with the civil service for 23 years and took over as Johor immigration director four years ago. What are your hopes and wishes?
Johor immigration is the biggest force in the country. Altogether, I have around 3,000 officers manning 15 checkpoints. It is very challenging.
I always tell officers to adopt a “monster mentality” as I think it promotes high levels of discipline, motivation and positive attitude.
I hope other government agencies and departments at BSI and KSAB share the same vision and mission to deliver the best.
In the end, we want to provide better services, effective management and good border control.
Cars at the immigration counters at KSAB in Iskandar Puteri. – Filepic
In management it is simple, yes we need 3M (man, money, machine) but to get more personnel, budget and machines or systems is not an overnight process.
To manage such a big complex like BSI and KSAB is not a one-man show. It needs a lot of sacrifice, teamwork and consistent effort from all departments and agencies.
I also welcome feedback from stakeholders, especially the public, via social media such as our Johor Immigration Facebook.
Even our two checkpoints, BSI and KSAB have their own Facebook pages. We also communicate via Instagram.
We find engaging via social media very effective. All complaints are put into the system.
We take all feedback seriously and we respond either to the person or put up a general notice for everyone.
