Analysis of Human Resource Management in Enhancing Public Service Productivity at the Immigration Office Class I TPI Samarinda

Abstract

This study aims to analyze the Human Resource Management (HRM) strategies in enhancing public service productivity at the Class I Immigration Office TPI Samarinda. The research employs a descriptive qualitative approach utilizing secondary data sources. The analysis focuses on six main dimensions of HRM: employee training and development, discipline and attendance, employee performance, service productivity, community satisfaction, and HR innovation with the implementation of a reward system.

Data were collected from official institutional reports such as Performance Reports, community satisfaction survey results, employee training recapitulations, and innovation reports for 2024–2025. The results indicate a consistent increase in the number of passport applications, and a significant improvement in the quality of service and employee professionalism. This is demonstrated by a decrease in the level of errors during the service process, ensuring services are completed within the stipulated time, and an increase in the consistently "Very Good" category Index of Community Satisfaction and anti-corruption perception scores.

The implementation of routine internal briefings, digital-based innovations such such as M-Paspor, GO-BAP, and PORSIDA, and the implementation of an exemplary employee reward system every quarter, have further strengthened employee motivation, accountability, and sense of responsibility. Theoretically, this study refers to Human Capital Theory (Becker, 1993) , Performance-Based Management (Armstrong, 2020) , and Public Service Motivation (Perry & Wise, 1990) , which emphasize that training, motivation, and reward systems are key to improving public organization performance. The findings conclude that effective human resource management, supported by digital innovation and a disciplined work culture, plays a crucial role in maintaining the quality of public service and increasing public trust in the immigration institution.