The Identity Agency launched its strategy for the next three years. This strategy looks at an agency that continues to transform itself digitally in order to increase the efficiency of its operation and continue to provide an excellent service to the client. The strategy was launched by the Minister for the Interior, Security, Reforms and Equality Byron Camilleri and the CEO of the Agency Mark Mallia.
The new strategic plan also places the agency’s workforce at the heart of achieving the agency’s ambitious goals, recognizing the importance of employee development and thus encouraging an environment of continuous learning.
Minister Byron Camilleri said how this strategy shows that Identità will continue to improve the services it provides to its clients in an efficient and effective manner.
“The Identità agency was founded ten years ago, but since then the services offered by this agency are indistinguishable from those before. It is essential that the agency and the services it offers continue to evolve pari passu with Maltese society and economy. This progress will be based on this new strategy for the next three years in order to continue to improve the quality of the services offered to our society,” Minister Camilleri concluded.
CEO Mark Mallia noted that this new strategy commits the agency to accountability, and ensures that its decisions are in line with the vision and mission. The significant digital transformation that the agency started years ago, will continue, in order to provide clients with user-centered methods, and secure and facilitated online platforms.
Mallia emphasized that the agency aspires to optimize operational efficiency in its service delivery through continuous improvement. This includes improvements in the process and service, in the operation and career development of the workers, and the use of advanced technologies in order to remain relevant and resilient. He went on to say that Identità prioritizes excellence in customer service, ensuring that it adapts to society’s needs without compromising security.
Meanwhile, during the last three years, Identità has achieved significant milestones, transformed its operation, digitized administrative processes, invested in advanced technologies, and solidified its role as the agency that protects the identity of citizens and resident in Malta. Achievements include the launch of online portals for residence permits, the centralization of customer support, the growth of the Compliance Unit, the introduction of electronic signatures, and the implementation of a system paperless for Research Orders. These efforts highlight Identity’s commitment to customer service excellence, good governance, and security, as recognized through several Quality Awards from the Public Service.
These achievements serve as a solid foundation on which the agency has planned the ambitious strategy for the years 2024 – 2026.
