Public Service Transformation: A Lean Government Study of the Passport Management Process at the Indonesian Consulate in Darwin, Australia

This study aims to determine the performance of passport services at the Consulate of the Republic of Indonesia in Darwin, Australia for the satisfaction of Indonesian citizens in Darwin. More specifically, to determine the service process at the Consulate of the Republic of Indonesia in Darwin based on the principles of lean government, and to find out the supporting and inhibiting factors in the application of lean government principles in passport processing services. This research uses a descriptive method with a qualitative approach. The results showed that the application of Lean Government principles in passport processing services at the Consulate of the Republic of Indonesia in Darwin, Australia has great potential to improve efficiency and service quality. There are important lessons to be learned, when comparing the passport management system in Indonesia. In Indonesia, passport processing often faces challenges such as a lack of clear information and bureaucratic processes. Using an online registration system not only speeds up the process but also creates a more positive experience for applicants. The consulate were able to reduce time and resources, which is often a problem in Indonesia. Resistance to change and limited resources in consulates are similar to those in the country. It is therefore important for consulates to continually communicate the benefits of change, provide sufficient resources, and address existing regulatory barriers to optimize services.