The strategy focuses on achieving customer service excellence, putting customer needs first
The strategy for 2021 – 2023 focuses on the need to renew and simplify existing work procedures by doing away with unnecessary red tape and inefficiencies.
Identity Malta has come a long way, reporting steady progress over the years, however, there is still room for improvement as the agency shifts its focus on achieving total quality management by taking a more customer-centric approach.
Minister for Home Affairs, National Security and Law Enforcement Byron Camilleri said that Identity Malta is making another step forward in achieving its objectives for the future. He said that the strategy, not only strengthens the current accomplishments but even identifies certain functions which to date did not deliver enough. “We took into account what we managed to succeed and did not shy away from identifying areas that need more attention and work”, Minister Camilleri said.
Dr Camilleri emphasised that the strategy would result in a better service towards the public holistically with the help of all the departments making up the agency.
In his address, Parliamentary Secretary for Citizenship and Communities, Alex Muscat, acknowledged the various advances the Agency has made since its establishment. “Now is the time for Identity Malta to take the next leap forward, which is to think strategically for a long-term vision,” said the parliamentary secretary. “The need for renewal, the simplification of processes, efficiency and the removal of red tape is the backbone on which the strategy we are launching today is built upon,” the parliamentary secretary concluded.
Identity Malta CEO Anton Sevasta noted that the strategy focuses on meeting customer expectations through the delivery of quality public service.
Whilst spearheading the digital transformation by making more services available online, the agency does not undermine the importance of face-to-face customer service. Identity Malta plans to open a satellite office in the northern region of Malta whilst working in tandem with the local councils to offer its services on a locality level.
Mr Sevasta emphasised that Identity Malta was all in favour of simplifying procedures, but this would not be at the expense of security checks and verifications. In this regard, the agency will embark on a business process reengineering exercise to boost its efficiency levels, even with the aid of robotics and AI.
The strategy presents 35 strategic actions over 10 strategic thrusts, which include:
- Building IMA’s corporate identity.
- Achieving Client Service Excellence.
- Continued improvement.
- Strengthening the agency’s performance management culture.
- Strengthening good governance.
- Strengthening the agency’s Identity Management Eco-System and its ICT frameworks.
- Managing official record and documents.
- Continued Human Resource management and capacity building.
- Communicating and media management.
- Pursuing Green Goals.
Mr Sevasta outlined the agency’s plan for the next three years in attaining the strategy’s objectives, emphasizing the need for continuous improvement and for the agency to further pursue its digital and paperless drive. He concluded that Identity Malta strives to become a model employer and to offer a quality public service that exceeds customers’ expectations.