Expatriate Services Division (ESD)

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Leaderonomics

28-06-2014

2 min read

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What Is ESD?

One-stop shop for expatriates
From the result of the Joint Working Committee–Expatriate (JWC-E), in December 2012, Prime Minister Datuk Seri Najib Tun Razak announced the formation of the Expatriate Services Division (ESD) to replace the Employment Pass Division.

Transforming Immigration to enhance service delivery

• One-stop-shop for expatriates
• Moved from a product-centric approach to a customer-centric approach
• Integrated data platform that facilitates online applications by companies
• Packaged solution for all expatriate immigration matters under one roof: Employment Pass, Residence Pass–Talent, Professional Visit pass and domestic workers.

The customer-centric approach will reduce the processes for expatriate applications. All immigration services related to expats will now be dealt with at the ESD, without having to go to different divisions for different products.

Product centric vs customer centric

New system for companies

The Expatriate Services Division (ESD) has set up an online system for companies. The system will cater to the needs of companies for the Employment Pass, Residence Pass–Talent, Professional Visit Pass, Dependent Pass and Long Term Social Visit Pass.

Features of the new online system:

• Transparent
• Faster
• Real time status tracking
• Minimised checklists
• Expatriate notification management services
• Online payment

Companies need to submit documentation only once to get registered with ESD.

To register as a company or know more visit: www.esd.imi.gov.my

Moving forward

• The ESD model will also be replicated in other states, beginning with Johor and Penang
• The Expatriate Services system will be expanded to cover expatriate approving agencies, such as Malaysian Investment Development Authority (Mida) and Multimedia Development Corporation (MDeC)

ESD company registration

ESD expatriate application


Aloyah Mamat of Jabatan Imigresen Malaysia

“The new ESD operating model allows for seamless integration and serves as a one-stop interface for hiring companies to submit and process expatriate applications. Both companies and expatriates can also enjoy improved customer service through face-to-face, e-mail and phone channels. We, at the Immigration Department, are wholly committed to embark on this journey towards transforming Malaysia into a global talent hub by 2020.” – Datuk Aloyah Mamat, director-general of immigration, Malaysia

Suresh Raman of Citibank Bhd

“I recently visited the Expatriate Services Division and was extremely impressed with the service and professionalism. The team was very courteous and attended to my requirements with a smile. The ambience and facility at the ESD was also very pleasant. For an expatriate, service levels like these are very important to feel secure and comfortable. My compliments to the entire team at ESD for the great service they provide!” – Suresh Raman, managing director and country risk manager, Citibank Bhd

Prakash Chandran of Siemens Malaysia

“The setting up of ESD is a great step forward. The Immigration Department along with TalentCorp has achieved something that will go down in history. Support for this cause is clearly expressed by the Prime Minister at the launch event. We are looking forward to continuous improvement on various facets of expatriate facilitation as discussed in the dialogue today.” – Prakash Chandran, president and CEO, Siemens Malaysia. 

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