With reference to the comment that appeared in the On The Dot column on July 13, the Passport and Civil Registration Department would like to point out that this comment is outdated.

Malta started issuing electronic passports in September 2008. The issuance of this type of passport requires a lengthier process than that previously in place with the earlier version. This provides an increased level of security but also necessitated major changes in the operational processes such as the need to collect biometric features at the passport front office.

While this caused some operational delays initially these were reviewed and amended some months ago and the comment in On The Dot that there is now one long queue is factually incorrect and in reality these are divided into two upon arrival where customers are identified and directed in accordance to whether: (1) they wish to collect a passport for which they would have already applied or (2) they wish to submit a new passport application.

The process is reviewed regularly and improvements introduced as soon as it is operationally practical to do so. The last operational review and related changes were carried out in June. However, the department remains committed to providing the best service it can with its available resources for its customers and all constructive criticism is appreciated.