Annual Report 2023

For Identità , 2023 has been a challenging year drizzled with achievements.

For Identità, 2023 has been a challenging year drizzled with achievements. It has re‑invented itself and the services it provides, adopted a new three‑year strategy for the years to come, and rebranded itself, which was not an issue of a new name and logo but a determined commitment to provide more services, more online services to its users and protect citizens from identity theft.

The agency has prioritised efficacy and efficiency. It has commemorated a decade of services during which it expanded and became more efficient. It has managed to merge services that might have been disjointed in a manner that serves our society and economy in a better way.

Identità reached a point where it had to evolve its strategy and operations. This evolution was necessary to reflect the country and society’s changes and will continue to go through.

The three‑year strategy document Identità launched a few weeks ago is only the first step in the transformation process the agency will need to go through to remain relevant and valid for all its users.

In the digital era we live in, the agency has kept up the pace to

Minister’s Foreword

secure the personal data of its users and, at the same time, cater to the ever‑evolving needs of both our citizens and residents living on the island. During 2023, the agency has kept abreast of the technological advances in such a way as to better its work processes and, at the same time, stay in line with EU regulations and international standards governing the agency’s remit.

It is, therefore, essential that Identità maintains the momentum to offer better services to its clients, both internal and external. We all appreciate that time is of the essence. Justifiably, people demand to get immediate and efficient service. To maintain its relevance and validity, Identità must continue focusing on the end user – the citizen or resident.

2023 was another major landmark for the agency. It consolidated and refined its work processes to reflect the users’ current needs. It has also brought together a solid IT infrastructure to execute its operations. Above all, it has continued to invest in its workforce and human resources.

All these factors will undoubtedly assist IT to face its challenges in the coming months with success.

...it

has become evident that Identità’s dedication to continuous innovation and excellence has been the cornerstone of its success.

As I take on the new role of Identità’s CEO, I am both honoured and excited to lead this agency through its next chapter of service, growth and transformation. While I recognise that I was not part of the team during the year covering this annual report, am highly aware of the essential role that this agency plays in the identity management scenario.

Allow me to take this opportunity to extend my gratitude to my predecessor for his unwavering commitment and hard work that has undoubtedly been instrumental in driving this agency’s mission forward ensuring the delivery of efficient and reliable services to our Maltese citizens, residents, customers and other pertinent stakeholders.

Since it was established, it has become evident that Identità’s dedication to continuous innovation and excellence has been the cornerstone of its success. Whether it’s delivering highly secure identity documents like the Maltese Passport and Identity Card, streamlining immigration procedures, issuing civil status documents, or offering efficient search services, Identità has consistently demonstrated its dedication to advancement and quality. Over the years the agency has continuously strived to meet the evolving needs of our diverse clientele

CEO’s Foreword

while upholding the highest standards of integrity and professionalism.

Moving forward, my vision for Identità is rooted in building upon our successes and embracing new opportunities for growth and improvement. In an increasingly digital world, the agency must remain adaptive, leveraging technology and innovation to enhance the efficiency and accessibility of all our services. This includes being data driven, employing analytics, and staying at the forefront of technology. This will be one of my main priorities during my tenure.

Moreover, I am deeply committed to fostering a culture of empowerment and, inclusivity within the agency. Our greatest asset lies in our people, and it is essential that all employees are provided with the necessary tools, resources and support to thrive both professionally and personally. By nurturing a culture of excellence and innovation, we can unleash the full potential of our team and drive meaningful impact in the communities we serve.

I am equally excited and looking forward to the journey ahead and the opportunity to work with Identità’s talented team. As we embark on this new chapter together, we will continue to uphold the agency’s commitment to excellence, integrity, and service.

Vision & Mission Board of Directors

Identità’s Vision Statement

“Consolidating Identità’s position as a key contributor to Maltese society and its economic progress, in being a dynamic and innovative organisation, delivering reliable identity management solutions within a robust framework of corporate governance and performance excellence.”

Identità’s Mission Statement

“Our mission is to strengthen the Agency’s service delivery and maximise its value to stakeholders in perfect alignment with our Vision. This will be accomplished by adopting highly secure, customer‑centric, and efficient practices across all the Agency’s functions. Our workforce will be empowered and upskilled to embody the highest standards of economic, social, and good governance practices, all of which will be underpinned by dependable systems and policies.”

The Board of Directors upholds the principles of good governance and oversees the agency’s strategic direction. The Non‑Executive Chairman and Board Members are appointed by the Minister for Home Affairs, Security, and Employment.

Non‑Executive Chairman

Mr Mario Galea

Member

Architect Alistair Avallone

Mr Andrew Agius Muscat

Mr Clint Bajada

Mr George Arrigo

Secretary

Mr Neil Portelli

Key Figures

373 Identità employees

110,713 calls answered

132,222 emails answered

69,987 certificates of birth, death, and marriage were issued, 56.8% were purchased online

4,204 local births registered

3,915 local deaths registered

87,240 number of appointments

48,386 passports issued

171 emergency travel documents

40,415 eID cards issued

26,643 new virtual eID accounts activated

202,051 search orders

77,983 notes processed

761 FOM interviews scheduled

Identity Malta rebranded to Identità

During a commemorative conference, highlighting the agency’s accomplishments of the past decade, the Agency unveiled its new brand, including its name, Identità. This change marks an important phase in the agency’s story and reflects its dedication to growth, change, adaptation and a strong commitment to customer‑centric values.

Over the years the agency’s customers were witness to various changes and innovative processes in service delivery. Identità has a quite distinct and unique characteristic in formalising every citizen’s story from the moment a person is born until he takes his last breath. The change in the brand reflects this same accumulation of changes carried out and perceived by the public over the years.

The new logo

The new logo symbolises authenticity, security, and innovation. The use of the Maltese language is a tribute to the island’s rich cultural heritage which has shaped Malta’s identity over the centuries.

The watchtower protecting the Maltese shores represents Identità’s commitment to safeguarding citizens’ identity from document fraud and identity theft. This can only be achieved with the use of cutting‑edge technology which makes it extremely difficult to forge or temper with an official document.

Finally, the biometric fingerprint captures all elements of the logo. The agency’s commitment to embracing the digital age and streamlining our services, enabling improved online accessibility, is demonstrated by the incorporation of a biometric fingerprint. Accessibility and ease of use have become essential in the fast‑paced world of today, and Identità is leading the way in providing our services at our clients’ fingertips.

A new three year

strategy launch

Identità unveiled its comprehensive strategy for the upcoming three years, signalling a steadfast commitment to digital transformation for heightened operational efficiency and sustained excellence in its services to the client. The strategic plan places a strong emphasis on the agency’s workforce. Employee growth takes centre stage, fostering a culture of continuous learning vital for achieving the agency’s ambitious objectives.

Identità is dedicated to enhancing client services efficiently. Despite its ten‑year history, the agency remains proactive, adapting services in tandem with the evolving Maltese society and economy. The new three‑year strategy aims to propel Identità towards greater excellence in serving the community.

The strategy also portrays a commitment to accountability, ensuring alignment with Identità’s vision and mission. The ongoing digital transformation will continue, leveraging customer‑centric approaches and secure online platforms to deliver enhanced services to all clients across the board.

Identità is committed to optimising operational efficiency through continuous improvement, touching on enhancements across processes, services, operations, and career development. The agency strategically employs advanced technologies to remain both relevant and resilient, adapting to evolving societal needs without compromising security.

Over the past three years, Identità has achieved notable milestones, transforming its operations by digitising administrative processes, investing in advanced technologies, and solidifying its role in safeguarding the security and identity of all citizens and residents in Malta and Gozo. Accomplishments range from launching online portals for residence permits to centralising customer support, extending the scope of the Reporting Unit and transforming it into a Compliance Unit, introducing electronic signatures, and implementing a paperless system for Search Orders.

These efforts show that Identità is dedicated to providing excellent customer service, ensuring good governance, and providing security in its operations, and this was recognised through multiple Quality Awards from the Public Service. These achievements lay a robust foundation for Identità’s ambitious strategy for the coming three years.

Identità awarded two

Quality Awards

In May, Identità was awarded two Quality Awards for its exceptional performance in offering high‑quality services. The Quality Award is a renowned award given to public institutions and government departments that have exhibited exemplary service delivery and adherence to quality standards. The Public Service gave these two Quality Awards to the Identity Cards Unit and the Passport Office.

The two departments’ efforts to improve their work processes and provide better quality services to their clients were acknowledged and rewarded with these prestigious awards.

Both units have undergone meticulous monitoring and comprehensive assessments, demonstrating unwavering commitment to customer excellence. In 2022, the Passport Office experienced an unprecedented surge in applications for new and renewed passports after a two‑year travel disruption triggered by the Covid‑19 pandemic. To boost efficiency, Identità relocated the Public Registry to another floor, expanded waiting areas, and introduced an online booking system. A new ticketing system manages walk‑ins for passport applications and collections, while a self‑biometric station enhances staff efficiency and public service. Passport Office staff received training in Basic Customer Care and Managerial Courses for Service Excellence through the Institute for Public Employees.

The Identity Cards Unit implemented various initiatives, which included the set‑up of a one‑stop‑shop concept for clients applying for the new eID card. The department’s staff received customer care‑related training in compliance with Directive 4.1 and conducted mystery shopping exercises to further demonstrate their commitment to efficiency and quality service. Furthermore, the unit has substantially expedited the ID card collecting procedure by permitting pick‑up within 6 working days and increased Maltapost visits from once to twice weekly. Additionally, the People and Standards Division’s installation of the “rate the service” app on the website underscores the unit’s dedication to continuous improvement and customer satisfaction.

The Quality Award marks the culmination of an improvement effort, but it does not guarantee long‑term success. Instead, it marks the beginning of a period in which ongoing effort is required to maintain this award. Departments that have received this honour must ensure that the excellent service standards be maintained indefinitely.

The Central Visa Unit takes over the Visa Process

The Central Visa Unit (CVU) faced substantial challenges in 2023.

During the first quarter, the unit dealt with a significant increase in Premium Visa Service requests, spanning employment, study, and family reunification visas. A majority of applicants opted for the Premium Visa service, driven by backlogs in India and the United Arab Emirates (UAE).

A pivotal moment occurred in March 2023, with the launch of the Extended Visa Service. This initiative allowed Visa applicants to directly schedule VFS appointments with the CVU. The introduction of this service marked a transformative shift, streamlining the application process through an online platform, drastically reducing paperwork, and enhancing overall efficiency. Applicants booked online appointments directly, resulting in a remarkable 30% reduction in average processing time, bolstering customer satisfaction.

Starting with applications from India, Bangladesh, and Nepal, the project significantly addressed the backlog of appointments that previously burdened Maltese Missions. The Extended Service enabled obtaining appointments within days, a stark improvement from the months‑long waiting periods of the past.

The ICT Section together with the Central Visa Unit has continued expanding the countries to include Albania, Algeria, Armenia, Azerbaijan, Bahrain, Belarus, Bosnia and Herzegovina, Cameroon, Ghana, Jordan, Kazakhstan, Kenya, Kosovo, Kyrgyzstan, Lebanon, Mali, Morocco, Nigeria, Oman, Philippines, Serbia, South Africa, Sri Lanka, Tajikistan, Turkey, UAE, Ukraine, Uzbekistan, and Vietnam.

The extension of services meant that applications from the mentioned countries were now centralised through the Central Visa Unit rather than individual Maltese Missions. Recognising the value of transparency, the CVU incorporated a visa application tracking system as part of the Extended Service. This feature empowers applicants and hosts to monitor the real‑time status of their visa applications, aligning with the commitment to transparency in visa processing.

The said project will continue expanding to achieve global reachability as of March 2024. Works have started on the new visa module which will be incorporated within NIDMS to streamline both the Visa and residence application process.

The Searches Unit relocated to new premises

In September the Searches Unit’s front office in Valletta successfully moved to new premises. The decision to relocate stemmed from the limitations of the former building in supporting the unit’s tasks and responsibilities. The new premises, situated a short distance from the previous location on Archbishop Street in Valletta, were officially inaugurated by the Minister for Home Affairs, Security and Employment Hon. Byron Camilleri and Identità’s then CEO, Colonel Mark Mallia.

The need for a new building was emphasised to enhance public service delivery, with this relocation forming part of a broader strategy to improve services, including the ongoing digitisation of search processes. Whilst addressing Searches Unit’s employees, Minister Camilleri highlighted the pivotal role of the unit within the Maltese society, having received and processed over 200,000 search requests and nearly 50,000 related notes in the past year.

Col. Mallia elaborated on the extensive damage suffered by the original building housing the Searches Unit over the years, prompting the decision to relocate. He stressed the significance of providing a structurally sound, modern, and well‑equipped workspace for both the public and employees.

The Searches Unit plays a crucial role in conducting official searches related to individuals and firms, particularly in the registration of notes on transfers and mortgages concerning immovable property. During the inauguration of the new offices, the unit’s ongoing project for the digitisation of Searches was highlighted. A significant milestone was achieved with the introduction of the first qualified electronic signature, aligning with European Regulation 910/2014. This marked the initial phase of a comprehensive plan to digitise the registration and inscription of notes, offering customers a holistic solution.

Strengthening connections and engagement with external stakeholders

In a strategic move to promote and showcase its services, communicate recent developments, and explain foreign recruitment procedures, Identità has proactively undertaken numerous outreach initiatives with various external stakeholders. These efforts have not only facilitated meaningful interactions but have also played an important role in improving understanding of Identità’s full portfolio of services.

Through these outreach events, Identità has successfully established face‑to‑face communication channels with interested parties. This direct interaction has proven invaluable in conveying the complex details of Identità’s services, mainly related to foreign recruitment services, fostering a deeper understanding among stakeholders. The engagement has not only been informative but has also allowed for the exchange of insights, ensuring a cooperative relationship with the broader community.

Identità’s outreach efforts with external stakeholders represent a proactive and multifaceted approach to communication and collaboration.

Moreover, a collaboration agreement between Identità and the Malta Employers’ Association was signed. The key objective of this agreement is to create a harmonised approach to recruiting foreign workers. Employers and businesses will benefit from a more streamlined and transparent process, facilitating the acquisition of skilled personnel from EU member states and third countries.

This collaborative effort envisions a comprehensive framework that addresses the evolving needs of the job market. It not only underscores the commitment to simplifying administrative processes but also signals a concerted effort to bolster economic growth by providing businesses with access to a diverse and skilled talent pool.

Promoting Identità’s message and brand awareness

The Marketing and PR Department at Identità plays a pivotal role in managing the agency’s public image and promoting its services. Over the past year, the department has been actively engaged in various initiatives aimed at enhancing Identità’s brand presence and effectively communicating with stakeholders.

One significant milestone achieved by the department was spearheading the rebranding of Identity Malta to Identità. This involved extensive collaboration both internally among various departments and units as well as externally with brand suppliers to develop new branding guidelines and redesign all application forms, office supplies, signs and public‑facing portals to reflect the agency’s new identity.

In addition to the rebranding effort, the Marketing and PR Department has successfully launched the agency’s 2022 Annual Report and implemented an educational campaign to raise awareness about the eID Account’s 2‑factor Authentication system.

Furthermore, the department played a crucial role in the launch of Identità’s new three‑year strategy. This involved reviewing, designing, and printing the strategy document, as well as coordinating the launch event to ensure maximum impact and engagement.

The Marketing and PR Department has coordinated the production of informative brochures on topics such as newborn registration processes and the rights and obligations of foreigners working and living in Malta. These informative leaflets serve to educate and inform the public about key agency services and procedures.

The department has also been actively involved in promoting the relocation of various agency units to new premises, most notably, the relocation of the Searches Unit to better‑furnished offices in Valletta. This relocation has been communicated through a press release and also through advertising campaigns to ensure a smooth transition for clients and stakeholders.

The Marketing and PR Department remains committed to further implementing Identità’s mission and objectives through strategic communication, creative marketing initiatives, and effective stakeholder engagement. By continuing to innovate and adapt to evolving trends, the department will continue to play a vital role in strengthening Identità’s brand presence and delivering information to the community.

Improving user and customer experience through enhanced technology

Throughout the years Identità has consistently shown its strong commitment to embracing state‑of‑the‑art technology. This commitment is evident in the highly secure identification documents it provides to clients and in the agency’s various portals. The year 2023 was no different. With a renewed emphasis on investing in cutting‑edge technologies, the ICT department pursued its objective to improve the user experience with our services.

In line with the Agency’s commitment to further digitalise its services, the ICT section has contributed towards the launch of the new Expatriates Portal. This new portal allows for the submission of applications for residence permits and certificates and allows EU/EEA/Swiss Applicants and Non‑EU applicants to submit their residence applications online. The newly launched Expatriates Portal simplifies the application process for both new and renewal applications. For EU applicants, the new portal has eliminated unnecessary steps including the elimination of email correspondences for the initiation of application processes.

The appointment system has been extended to also cover additional applications including the EU and Non‑EU appointment systems which allow applicants to conveniently book an appointment online. This has provided further convenience and efficiency for customers, whereby applicants can have their biometrics captured at Identità premises, through a simplified booking process.

The ICT Section has continued shifting its services to the cloud environment. During the last months of 2023, the internal document management system used as a central document repository within the Agency has also been migrated from on‑premises to Azure. This shift will see the elimination of reliance on physical equipment and no need for further upgrading costs.

Additional enhancement within the NIDMS and NPRS

The National Identity Management System (NIDMS) which serves as the core identity management system used within Identità has been further enhanced in line with emerging business requirements and to accommodate changes in policies and legislation. Moreover, additional security enhancements have been incorporated to provide for additional security measures, particularly given the sensitivity of the data being processed within NIDMS, which handles all residence, eID and passport applications.

The New Public Registry system, which is mainly utilised within the Public Registry has also been further enhanced to cater for the specific needs and improve business processes within the Public Registry Unit. The main enhancement has been on the annotations and adjustments whereby manual processes have been replaced with an automated process that facilitates the day‑to‑day work of the officials within the unit.

Development of the Person Register

Development works on the Person Register have continued with the first phase of the project being fully implemented on the live environment by Q1 of 2024.

The Person Register will replace the Common Database (CDB) system, which currently serves as the central information‑sharing platform for the Government of Malta, and stores information about people, addresses, and their interrelationships, for which Identità is responsible. The Person Register will also replace the current ways for obtaining person and address information, which includes the CdB online application, CDR, CdB datafiles, and database‑to‑database communication.

Within 48 months from the coming into effect of the Legal Notice establishing the Person Register, the business owners responsible for the respective registers outlined in the respective Schedules of the Legal Notice will have the obligation to link their systems with the Person Register.

In 2023, Identità completed the requirements analysis, design, and software development for Phase 1. Testing and training sessions involving all relevant units at Identità were conducted before the system went live.

In Q1 of 2024, the system will become operational within Identità units, enabling current CDB users to access data through the Person Register. Customisations and upgrades within Identità systems, including NIDMS and NPRS, will be carried out to integrate these systems with the Person Register.

Later in Q2 of 2024, the Person Register will expand to external entities, allowing all current CDB users to access data through it. Both CDB and the Person Register will operate concurrently until the phase‑out of CDB.

Customer Support and Response Unit

Emails Responded:

The CSRU, initially formed by amalgamating the skills of customer care representatives from various agency units, has matured significantly in its approach and effectiveness. In 2023, the unit focused on refining the agency’s centralised support system and reactive assistance to offer more streamlined and efficient client interactions. Building on the foundation laid in the previous year, the Unit has made significant strides in enhancing client satisfaction and operational efficiency.

In 2023, the CSRU’s team members continued to enhance their expertise in handling customer inquiries, both over the phone and via our Online Customer Care Portal. Through comprehensive on‑the‑job training, workshops, and the provision of detailed FAQs, our staff’s competency has seen significant improvement. This commitment to training has directly contributed to an enhanced standard of client service and increased satisfaction levels.

The unit has received positive comments and feedback, indicating a significant enhancement in client satisfaction compared to the previous year.

During 2023, the CSRU team successfully managed a notable influx of client interactions. The considerable rise in the total number of emails addressed, which amounts to 132,222, and the total amount of 110,713 telephone calls attended to, underscores the unit’s dedication to prompt and efficient communication. Furthermore, the proactive approach of scheduling personal discussions between clients and support agents continued to garner positive feedback, evidenced by an average monthly increase in appointments.

The CSRU is ready for further growth in 2024. Plans are underway to expand the human resources to better accommodate the increasing demands and continue improving the unit’s service delivery. This expansion aligns with our goal to not only maintain but also elevate the standards of customer care at Identità.

Passport Office

The Passport Office facilitates the issuance and renewal of ePassports for Maltese citizens, ensuring their ability to travel internationally. It also contributes to national security by implementing stringent identity verification processes and adhering to international standards for passport issuance

The Passport Office has implemented proactive measures to better manage the inflow of applications and ensure continued efficiency in service delivery.

A new ticketing system has been implemented in the collection waiting area facilitating better management of walk‑in applicants who come to collect their new passports.

As part of an advanced technological investment, a new self‑service biometric station has been installed. This station enables staff to work more efficiently and provide enhanced service to the public. Customers can use this station to capture their biometrics and proceed with the registration process.

The introduction of a new scan button significantly reduced error rates of the Passport, addressing a previously identified challenge during the scanning process. The Passport office’s Quality Assurance (QA) process ensures each passport meets necessary travel standards, but previously, 20%‑30% failed QA due to blurriness caused by movement during scanning. Implemented in mid‑August after rigorous testing, the solution drastically decreased error rates to just 5%.

Public Registry

The Public Registry keeps records of Acts of Civil Status including Acts of Birth, Adoption Registration, Marriage, Civil Union, Cohabitation, and Death. The Office records Acts of Civil Status and annotations made to the following a Court decree, and issues copies of certificates.

Civil Registry trends in 2023

In 2023, the Public Registry processed a total of 4,204 local birth and 3,915 local death notifications. The satellite office Identità operates in Mater Dei Hospital continued to be the preferred choice to notify a birth or death. Over 87% of birth and 56% of death notifications were taken at this service hub.

The most popular names in 2023 were Matteo, Noah, Luca, and Jack for boys and Emma, Valentina, Julia, and Nina for girls. For the second consecutive year, Ġanni and Luċija were the most popular Maltese names.

During 2023, the Public Registry also registered 4,035 foreign Acts of civil status of Maltese citizens occurring beyond Malta’s shores. These were submitted at the Malta and Gozo Public Registry offices, and through the Maltese overseas missions.

The Public Registry also processed 68,987 orders for birth, marriage, and death certificates in 2023. Over 56.0% of these orders were submitted through the Public Registry’s online portal www.certifikati.identita.gov.mt

The Marriage Registry Section received 2,077 applications for the publication of Marriage banns during this period.

Improving Service Quality

Acknowledging the significant importance its services have on people’s lives, the Public Registry remained committed to improving the way it provides services. As part of this commitment, Public Registry employees participated in various training sessions aimed at improving their customer care skills. These sessions included specialised training to sensitively address the needs of those experiencing bereavement and to better assist the LGBTQI+ community.

Furthermore, the Public Registry continued its efforts to modernise its operations by digitising more of its manual processes. A significant portion of the Annotations and Adjustment Section’s work was transitioned to a computerized system, aimed at reducing delivery times and enhancing the overall customer experience. This new system not only streamlined processes within the section but also facilitated real‑time data exchange between the Malta and Gozo Public Registries, further improving service efficiency.

The increasing demand for multilingual standard forms, mandated under Regulation (EU) 2016/1191, prompted the Public Registry to digitise this process. In 2023, there was a notable 14.0% increase in orders for multilingual certificates compared to the previous year. The implementation of the new electronic system not only accelerated processing times but also significantly reduced the likelihood of inaccuracies stemming from manual transcription.

Enhancing

the Marriage Experience

The Public Registry’s Marriage Registry Section not only handles requests for the publication of banns for marriages and civil unions in Malta but also provides the unique service of a Marriage Room.

This facility was recently upgraded to improve the experience of couples celebrating their special day.

These enhancements were made to give an added layer of appeal and meaning to each couple’s wedding ceremony. With meticulous attention to detail and a commitment to excellence, the Marriage Room today serves as a symbol of the registry’s commitment to creating enduring memories for every couple who chooses to exchange vows within its walls.

The Marriage Registry officiated a total of 1,023 Civil Weddings during 2023.

Identity Cards Unit

The Identity Cards Unit is the authority responsible for the issuance and management of national identity cards and electronic eID accounts, serving as a vital component in the country’s identification and authentication system. By providing citizens with secure and biometrically enhanced identity cards, the unit contributes to various sectors, including law enforcement, public services, and financial transactions, ensuring the integrity of personal identification processes. Additionally, the Identity Cards Unit plays a crucial role in enhancing security measures and safeguarding against identity fraud.

Mandatory enforcement of the 2FA

The 2FA Implementation was launched on the 17th of January 2023. The 2FA authentication is gradually being enforced within the eID framework to all age groups by the end of the year 2023. This measure will make the eID account more secure and difficult for third parties to gain access to the services provided online.

During 2023, a total of 217,185 eID account holders activated the 2FA on their eID account.

Refurbishment of the Identity Cards Unit

In preparation for the nationwide exercise to renew identity cards issued in the 2014‑2015 mass rollout, the Identity Cards Unit underwent a refurbishment exercise. The initial phase of this exercise included the establishment of a one‑stop‑shop approach, where applicants can both submit their applications and have their biometric data captured by the same officer. This necessitated an investment in biometric capturing equipment.

The acquisition of new biometric capturing equipment allowed for an increase in the number of workstations available to serve the applicants who scheduled appointments. The Identity Cards Unit’s goal is to expand the number of officers available to assist with scheduled appointments while maintaining enough staffing levels to handle walk‑in applications.

In addition, a new self‑service Biometric‑Capture Machine (BCW) has been installed in the waiting area, under the supervision of an Identity Cards Unit officer. This BCW allows for a more efficient and high‑quality biometric processing process for applicants.

The second phase included the development of a new front office with eight extra officers, as well as a new waiting room linked to the front office by a new door. The current waiting room will be replaced by the back office, and a new section will be built to accommodate extra back‑office personnel.

An increase in citizen transactions using the eID account

During 2023, there was a notable surge in eID account activity, with almost 13 million citizen transactions logged. This increase demonstrates the growing necessity and convenience of having an eID account.

Such accounts have numerous advantages, including easier access to e‑government services, secure digital identity for online transactions, and increased efficiency in various processes. Citizens who use an eID account can easily perform administrative duties, obtain essential information, and interact with e‑government services from the comfort of their own homes.

This considerable increase in transactions demonstrates the growing reliance on digital platforms, emphasising the importance and benefits of having an active eID account.

Searches Unit

The Searches Unit of the Public Registry functions as the repository for a comprehensive database containing enrollment records, encompassing public contracts and wills. This specialised unit is responsible for processing search orders related to both individuals and entities. These search orders are crucial in the context of enrolling notes associated with the transfer of immovable property, whether through inter‑vivos transactions or causa mortis scenarios. Additionally, the unit oversees the registration of hypothec notes and privileges, serving as a safeguard for obligations such as loans and the payment of ground rents.

Furthermore, the Searches Unit plays a pivotal role in scrutinising deeds linked to Public Wills. This scrutiny is essential in determining whether a will has been officially enrolled with the Public Registry, ensuring transparency and accessibility to crucial testamentary documentation. Through its meticulous record‑keeping and search facilitation, the unit contributes significantly to the efficiency and reliability of the Public Registry’s functions related to property transactions and legal obligations.

Digitising the Searches process

The implementation of the high‑qualified digital signature replacing the traditional pen signature during the issuing of official searches kept moving at a certain pace at the beginning of 2023, with testamentary searches being processed and issued through the new system in a completely paperless format. The high‑qualified digital signature is compliant with eIDAS 910/2014, a regulation emanated from the European Union providing elevated security features (rendering any forgery attempt practically impossible) whilst enabling the client to pay for and download the search online without having to queue at the Front Office.

Development works on the Searches System have continued to also allow priorities and updates searches being submitted, downloaded and paid online through the online platform. The development works on the Searches System will continue with the main target being that of having all orders, including ordinary searches being issued in a digitized format by the end of 2024.

The legal officers started to gain more familiarity with this new procedure and despite requiring some time to get accustomed to it, they have now gained a certain degree of confidence. The digital signing of these searches is less time‑consuming and more efficient than the previous manual system.

Testing on the new digital system to further improve service delivery to clients whilst rendering the output more efficient by making the system more user‑friendly to employees continued unabated.

The Project is divided into 4 major stages: Testamentary Searches, Updates, Priorities and Normal searches to prevent a big‑bang approach and its repercussions namely the disruption of daily processes on the simultaneous system. This staggered method also helps to resolve issues that arise during testing, to ensure that the new system works as planned.

Once completed, this project will provide additional benefits such as decreased bureaucracy and an improved user experience for both consumers, primarily notaries, and agency workers.

Change of Opening Times for Clients

As of May, new opening hours for Searches clients came into effect, allowing the presentation of notes for registration to be made between 07.30 am and 12.00 pm.

Clients visiting the Front Office seeking the assistance of Front Officers in the submission or collection of searches can now do so between 07.30 am and 11.00 am.

The elimination of the Winter and Summer opening hours distinction previously in place reduces the possibility of misinterpretation by clients and gives each client ample time to avail himself of the Unit’s services. This new schedule contributes to a better streamlining of services whilst decreasing the waiting time for the general public.

Expatriates Unit

The Expatriates Unit continues to play a critical role in the Maltese economy, as a key player in the process of legal migration. Tasked with the processing and issuance of residence documentation, the unit diligently follows the provisions outlined in national legislation and European Union regulations.

At the heart of its operations lies the essential function of scrutinizing the official documentation submitted by applicants. This meticulous vetting process ensures that applicants provide adequate supporting evidence for their applications. Moreover, the unit actively collaborates with various local authorities involved in the legal migration process, creating a seamless and comprehensive one‑stop platform for third‑country nationals. This integrated approach not only streamlines the application process but also facilitates a cohesive system for individuals seeking both employment and other residence permits in Malta.

New Expatriates Unit portal

The new Expatriates portal revolutionalised the application process by consolidating all submissions into one platform, eliminating the need for separate portals for single permit, EU, and non‑EU applicants.

This streamlined approach simplifies the application process for expatriates. Applicants from different backgrounds can access and apply for permits seamlessly through a single portal, saving time and reducing administrative burden. By centralising the application process, the portal enhances accessibility and ensures consistency in procedures, fostering inclusivity and convenience for expatriates seeking permits and documents.

Additional Improvements

The Single Work Permit section achieved significant milestones despite challenges related to the closure of Indian Visa Facilitation Services (VFS). Over 4,000 extensions for expired Approval in Principles were processed, easing concerns for applicants in India, Nepal, Bangladesh, and Sri Lanka.

The agency’s commitment to efficiency was highlighted by processing a substantial number of online applications, emphasising accessibility and convenience for applicants. The Introduction of the Invitation Letter for Biometrics expedited Renewal and Change of Employer applications, providing temporary work authorisation during the biometric scheduling process for a smoother applicant experience.

Training sessions equipped the team with Standard Operating Procedures (SOPs) and Frequently Asked Questions (FAQs), ensuring consistent and accurate guidance to expatriates. Engaging with employers through conferences allowed Identità to refine services based on client needs. The implementation of a ‘No Cash Payments’ system enhanced transaction efficiency and security.

To address backlog concerns, the Expatriates Unit extended its appointment hours, integrated NIDMS and Jobsplus for live updates, and revamped front offices to increase daily appointment capacity to 400.

In response to increased service demands, Identità strategically expanded its workforce in the Single Permit section. Amendments in cab driver requirements reflected the agency’s commitment to higher standards and safety procedures, showcasing continuous efforts to optimise services and meet evolving demands.

The EU and Non‑EU Section implemented an ‘Online Booking System’ for biometric appointments allowing applicants to select convenient appointment slots, minimising wait times and improving overall satisfaction.

The Customer Care desk catered to 8,457 customers. To manage increasing queues, the reception area added two officers, improving the handling of Single Work Permit applications, particularly in biometrics processing.

The introduction of a new biometrics machine manned by the customer care/ reception team has expedited Single Work Permit applications. Its efficiency is reflected in the quality and speed of biometrics, prompting plans to introduce three more machines. This improvement has not only eased operations but also enhanced customer guidance and seating arrangements.

Central Visa Unit

The Central Visa Unit (CVU) is the government’s immigration central authority responsible for the implementation of national visa policies and the provisions outlined in the Schengen acquis. The responsibility of issuing a visa is shared with Malta’s Diplomatic Missions abroad.

Malta issues two (2) types of visas:

• The Schengen Visa (short stay) – this is issued for a period not exceeding 90 days and is regulated by the EU’s harmonised provisions.

• The National Visa (long stay/D‑Visa) – This is issued for a period of more than 90 days, but no longer than 365 days, and in accordance with national rules.

New visa officers joined the unit to bolster support for the D‑Visa project. New employees underwent a comprehensive training programme designed to familiarise themselves with the unit procedures. The training covered a range of topics including client interactions, job responsibilities, ethical considerations, documentation verification, interview techniques, and decision‑making processes. Emphasis was placed on adhering to legal requirements, maintaining data confidentiality, and ensuring accurate documentation. Recognising the importance of front‑office service, training was also provided to all front‑desk officers. All officers completed the training within the allocated timeframe.

The implementation of a new advanced framework improved the unit’s ability to detect and prevent fraudulent activities, leading to a reduction in fraud cases. Additionally, the introduction of an automated feedback system to gather client feedback has yielded positive results.

In 2023 the CVU actively collaborated with other departments within Identità, including the Expatriates Unit, Compliance Unit, and the Policy and Strategy Department. These collaborative efforts focused on sharing best practices, resulting in streamlined procedures, accelerated processes, and enhanced communication channels.

Compliance Unit

The Compliance Unit ensures that the agency operates in accordance with the relevant laws, regulations, and internal policies. Its primary responsibility is to monitor and enforce compliance within the agency by conducting investigations to identify potential violations or non‑compliance issues. It is also responsible for promoting ethical behaviour to protect the agency’s reputation, maintain legal and regulatory compliance, as well as ensure adherence to directions issued to employees from time to time. By doing this, Identità can safeguard its brand, uphold legal and regulatory compliance, and reduce the risk of possible negative outcomes at all levels.

In this regard, the unit is divided into two, main, distinct sections: namely the Reporting Section and the Internal Controls Section.

Statistics

Milestones and collaborative

efforts

The year 2023 has been a significant year for the Compliance Unit as it continued to uphold the highest standards of regulatory adherence and ethical conduct across the agency. Our commitment to fostering a culture of compliance has resulted in several key achievements and milestones, positioning us as a formidable ‘force’ in ensuring ethical and legal integrity in all aspects of our operations.

Several comprehensive risk assessments were carried out, robust monitoring mechanisms were established to identify and address existing or potential compliance vulnerabilities. Our approach has enabled us to mitigate potential issues before they escalate, safeguarding the agency’s reputation and financial well‑being.

The collaboration between the Compliance Unit and various external stakeholders has been instrumental in facilitating inspection exercises and subsequent actions. Through effective cooperation and information sharing, the Compliance Unit, alongside law enforcement entities and other relevant regulatory bodies, conducted thorough investigations. A total of 197 investigations were opened, of which 130 were concluded. A total of 64 suspects were taken into police custody from these investigations.

The number of field inspections was increased from 40 in 2022 to a staggering 176. From these inspections, a total of 120 persons were taken into police custody.

These joint efforts resulted in the identification of individuals involved in illicit activities, leading to their subsequent arrests. Such collaborative endeavours underscore the importance of interdepartmental cooperation and collective action in upholding regulatory standards and ensuring accountability within the agency and the broader community.

Strengthening Organisational Integrity

The Compliance Unit placed a strong emphasis on ensuring that all Identità employees are thoroughly informed about compliance requirements and understand the significance of ethical behaviour in their respective roles.

Throughout 2023, the Internal Controls Section within the Compliance Unit has been actively engaged in conducting various audits and verifications to ensure adherence to organisational processes and standards. A total of 8 internal audits were conducted across different units within Identità. Additionally, the department carried out 51 verifications of reported internal matters, involving Identità officers. These efforts led to the presentation of 122 recommendations to the CEO aimed at addressing deficiencies and enhancing Identità processes. This comprehensive approach underscores the agency’s commitment to maintaining robust internal controls and continuous improvement within Identità.

The Unit has fostered stronger collaboration with the agency’s other units to integrate compliance considerations into their operational practices. Through close collaboration with these units, a culture of discipline became ingrained within the agency, fostering sustainable and ethical business practices at every level.