Citizen service is not a new concept as the protection of Indonesian nationals is part of the mission of Indonesia’s diplomacy. As stated in the preamble of the 1945 Indonesian Constitution, it is the solemn duty of every Indonesian embassy and consulate to protect its citizens abroad.

However, as the number of Indonesian citizens overseas increases, so do the problems they face. Therefore, there is a need for every mission to broaden their services, not only handling visa applications, issuance of passports and documents attestation but also solving problems regarding labour, education, immigration and other issues.

To cope with this development, the Minister for Foreign Affairs of the Republic of Indonesia, Dr. N. Hassan Wirajuda, on July 29 2007, has set up the citizen service system in six Indonesian missions, namely those in Bandar Seri Begawan, Singapore, Seoul, Doha, Amman and Damascus.

The citizen service system itself is the implementation of the Presidential Decree regarding the policy of reforming the system of placement and protection of Indonesian migrant workers. The creation of this system is intended to increase the capacities of Indonesian missions in providing optimum services to its citizens.

What makes this system different from just giving protection is that this system is a way of thinking. The missions now are demanded to change their paradigm.

They must be attentive and prioritize the best interests of Indonesian citizens abroad, giving them justice and legal support.

But this does not mean that Indonesian citizens could take this system for granted as the Indonesian Government instructs all citizens to honour and abide by the local laws and customs.
In time, the system will also be implemented in all Indonesian missions around the world.