Strengthening customer care and addressing challenges faced by those trying to access service must improve, Identity Malta said as it launched its new three-year strategy. With the aim of renewal, simplification of processes, efficiency and less bureaucracy, the agency which handles passport, ID and residency services has published its first three-year strategy since its founding eight years ago, with 35 points of action it aims to achieve. ID Malta’s digital platform will be widened while another office will be opened in the north. The agency will also be considering the possibility of making some services available through councils. Throughout the next three years, the agency said, it would be undertaking its 35 points of actions with the aim of: