The Malta Passport Office – Identità Agency has achieved the Quality Label.

The Quality Label is a distinction awarded to departments and entities within the Public Administration, whose service delivery to customers reaches those standards of service defined through the 4 Pillars (voice and understanding the customer, design and implementation of policies and services that meet customer expectations, delivery of a quality service and accountability, where people become part of the excellence of the service provided), the 10 Quality Service Determinants as defined by the SERVQUAL quality model (Reliability, Responsiveness, Competence, Access, Courtesy, Communication, Credibility, Security, Understanding/Knowing the Customer and Tangibles), Directive 4-2 and any other directives or policies which establish quality standards within the Public Administration.

The English version of the Passport Office’s Quality Service Charter can be downloaded from here, and the Maltese version can be downloaded from here.

With the achievement of the Quality Label, the Malta Passport Office – Identità is committing to ensure ongoing monitoring of the standards with the aim of retaining the Quality Label.

More information on the Quality Label can be accessed from here.