Identity Malta Agency awarded two Quality Awards
The Identity Malta Agency has been awarded two Quality Awards for its outstanding performance in providing quality services. The Quality Award is a prestigious recognition bestowed upon public entities and government departments that have demonstrated exceptional service delivery and commitment to quality standards. These two Quality Awards were awarded to the Identity Cards Unit and the Passport Office by the Public Service.
The Quality Awards were awarded following a lengthy audit process during which both departments enhanced their working environment, made their operations more user-friendly, and established a Quality Service Charter.
Minister for Home Affairs, Security, Reforms and Equality, Byron Camilleri, welcomed with satisfaction the two quality awards Identity Malta received forits work within the Public Administration.
“Both the Passport Office and the Identity Cards Office were given these awards since they improved their work processes and are providing a better quality service to Maltese and Gozitans alike, and therefore I continue to encourage Identity Malta for the continuous commitment to improve the service offered to the public,” concluded Minister Camilleri.
Identity Malta’s Chief Executive Officer, Col. Mark Mallia, declared that “we are honoured to receive these prestigious awards, which are a testament to our teams’ hard work and dedication. Our commitment to quality is unwavering, and we will continue to strive for excellence in the rest of our units. The Quality Award is a significant achievement for Identity Malta, and it underscores the agency’s commitment to providing its customers with sterling service in line with its customer-centric approach highlighted in its strategy.”
Col. Mallia praised the agency’s dedicated commitment to delivering high-quality services to customers despite facing high demand. Last year the Passport Office metan unprecedentedly high demand for the issuance of new and renewed passports following a two-year travel disruption caused by the pandemic. “As demand for our services increased, we recognized that maintaining the quality of our services was critical to our success.” Our employees have risen to the challenge, working relentlessly to meet our clients’ needs while maintaining a high standard of quality in our work. Their commitment to excellence has allowed us to maintain our reputation as a reliable and trustworthy provider of highly secure identity documents.”
Identity Malta Agency acknowledges the significance of exceeding client expectations and providing high-quality services. The Agency understands that excellent service is critical to its success and is dedicated to investing in the resources needed to guarantee that this same quality service is offered across all other departments.
After receiving these Quality Awards, the Identity Cards Unit and the Passport Office will be continually reviewed by mystery shoppers to ensure that a high quality of service is maintained.