I would like to congratulate Jabatan Pendaftaran Negara and especially the one in Taman Maluri, Kuala Lumpur. It was Monday, Sept 13, right smack after Hari Raya and when most people were still in a Raya or holiday mood. I took my 12-year-old daughter to make her first IC.

It was 3pm and when I arrived, to my horror, it was full and when I took my number, there were about 90 people ahead of me.

I politely asked the lady at the counter whether there was enough time for them to reach my turn and I was very surprised when she replied that it's is their policy to serve all, as long as I was willing to wait.

Even more surprising was that the numbers continued to be issued to those who wanted them right until 5pm. And all this with five staff when the usual is 14. And it was almost 6pm by the time mine was done and there were still a few behind me. To top it all, there wasn't any hint of unhappiness among the staff that I could see or hear.

Contrast that to another government agency, the Immigration Department. In January, I drove all the way to Putrajaya, thinking that I would be able to sort out my passport renewal as quickly as possible since it is the head office.

Upon arrival at about 11am, I was so shocked when the counter person told that there were no more numbers and to please come again tomorrow. Nobody asked where I came from, how long it took me to reach there and whether I had to take leave from work to get there. All that mattered was them, how to go back home on time.

Once again, congratulations to the JPN Taman Maluri branch’s Encik Johari, whom I believe was the officer-in-charge that day who came out to serve all counters with his staff.

I believe he and JPN possess the right attitude for Malaysia to move forward while the Immigration Department has much to learn about providing service to the nation.