What makes a person? Is it their physical appearance, their status in society, or the job they hold? Perhaps, it’s all of the above, summed up in a person’s identity, which becomes their calling card to society.

However, beyond philosophy, identity is also a much more logistically grounded matter that provides a subject with their legal status as a person, complete with rights, obligations, and more.

Col. (ret.) Dr Edric Zahra, who has been the CEO of the Agency since July 2026, highlights that Identità is Malta’s central authority for identity, officially recognising and registering the status of every citizen and resident. In the case of Maltese citizens, this recognition accompanies a person through the passage of life; being it birth, marriage, opening a bank account, the purchasing of property, travelling abroad, and death. Identità is the national agency responsible for issuing identity cards, passports, visas, and residence documents to everyone living in Malta, including Maltese citizens, European nationals, and third-country nationals.

“In the case of foreign nationals who choose Malta for a long stay, Identità provides the necessary documentation for them to be legally recognised during their stay in Malta,” says Dr Zahra.

Dr Zahra explains that “the concept of identity and its ramifications span way beyond the management of an accurate and secure system for the production of documents. It carries with it the immense weight of a person’s identity to the State and its authorities, without which a person cannot function properly in a modern society.”

In fact, Identità underpins access to many of the services people rely on daily, including banking, social security, licensing, and employment, ultimately enabling individuals to live and function normally within society.

This is why Identità has been undergoing extensive reform to modernise its systems and better respond to Malta’s growing ambitions and evolving socio-economic landscape.

“This responsibility requires us to strike a careful balance between efficiency and national security,” explains Dr Zahra. “Over recent years, Identità has introduced robust measures aimed at strengthening security, while also implementing game-changing improvements in efficiency using cutting-edge technology.”

Security remains paramount for the agency. “Beyond protecting data from external threats, we also take extensive preventative measures to safeguard it from internal breaches before they occur,” asserts Dr Zahra. “Every internal access point is monitored and traceable, reflecting a system where identity is protected with the same level of care as financial assets. Think of Identità as a bank, but instead of money, our most valuable currency is people’s identities, which are among the most valuable assets a person can possess. Our priority is to ensure that people’s identities remain fully protected.”

Identità also safeguards its systems against abuse through a robust framework of checks and balances.

Dr Zahra explained that Identità maintains a firm zero-tolerance approach towards abuse, supported by a range of internal and external controls. These include the introduction of compliance and internal audit functions, complemented by independent external audits to ensure processes remain under continuous scrutiny.

At the same time, technology is being leveraged to improve operational efficiency for the benefit of clients. “The planned integration of automation and artificial intelligence will allow the agency to process applications more effectively, while enabling human resources to focus on higher-value responsibilities such as monitoring, analysis, and enforcement. While efficiency is highly valued, it cannot come at the expense of security,” he notes, “though it remains an important objective in our ongoing journey.”

This dual approach is also reflected in the agency’s efforts to enhance the customer experience. Service excellence remains a central pillar, particularly when it comes to accessibility. For elderly individuals and those with limited mobility, Identità offers services directly in their homes, ensuring easier access to essential services while reducing unnecessary inconvenience and making sure everyone can access the support they require.

“We have a social obligation,” Dr Zahra states. “No one should be left without an identity.”

That commitment extends beyond identity itself to the overall service experience, with a strong focus on reducing bureaucracy and simplifying processes to minimise repeated visits. Through the continued expansion of servizz.gov as an additional access channel, services are being brought closer to individuals in a way that is both more accessible and more efficient.

Identità also plays a key role in supporting Malta’s economic growth, particularly through its work with employers recruiting foreign workers. As the Maltese economy continues to perform strongly, addressing skills gaps remains a national priority. The agency has therefore focused on reducing processing times and improving efficiency to help the country remain competitive in attracting talent.

“Recent improvements are already delivering tangible results,” Dr. Zahra notes. “Visa distribution has been accelerated through the introduction of daily courier services, replacing slower and less frequent processes. At the same time, strengthened vetting and due diligence procedures, supported by new digital platforms, are enabling more effective screening of applicants, including through the use of open-source intelligence.”

Looking ahead, the agency’s future strategy is built around four key pillars that will support its continued growth.

“Starting with human resources, we are actively addressing staff turnover and retention as a priority, particularly in an environment were preserving institutional knowledge and attracting skilled professionals is increasingly important. Career progression pathways are also being strengthened to reward commitment and performance, reinforcing a culture of growth within the organisation,” Dr. Zahra explains.

Equally important is the agency’s approach to customer engagement. “Ensuring the availability of accurate and consistent information, delivered with professionalism and empathy, is essential in a rapidly evolving environment where expectations continue to shift.”

Digital transformation also remains a key strategic priority, aligned with the Government’s broader Vision 2050 objectives. Continued investment in automation, IT infrastructure, and cybersecurity will be critical to maintaining operational efficiency while safeguarding both the integrity of the system and the sensitive data it manages.

Infrastructure presents both a challenge and an opportunity for Dr Zahra. “With operations currently spread across multiple locations, there is a growing need to consolidate into a unified space that fosters a stronger sense of identity among employees. We want our people to feel part of one agency,” he says.

Most significantly, Identità aims to play a leading role in shaping Malta’s future, particularly in matters related to the country’s labour market.

“We have visibility into the country’s future needs and aspirations. Our goal is to be better positioned to help inform policy and provide valuable insight into recruitment and workforce development, ensuring that Malta remains both competitive and sustainable,” Dr Zahra concludes.