IMI operates under a strategic framework that supports national security and customer-centric service delivery. Our strategy aligns with the Malaysia Digital agenda.

Strategic Pillars

1. Service Excellence

Delivering efficient and reliable immigration services nationwide and online.

2. Digital Transformation

Scaling secure, user-friendly digital platforms for passports, visas and permits.

3. Collaboration

Working with agencies and partners to improve policy and operations.

4. Security & Compliance

Safeguarding borders and ensuring adherence to immigration laws.

5. People & Culture

Building capabilities and fostering integrity in our workforce.

Key Objectives

• Improve customer experience across channels
• Digitize high-impact services end-to-end
• Strengthen border management and compliance
• Enhance transparency through verification services
• Develop talent and operational excellence

Our approach is adaptive and citizen-focused, leveraging technology to deliver trusted services.