List of Acronyms

• NIR - National Identification Registry
• NIC - National Identification Card
• SDC – Service Delivery Charter
• NIN – National Identification Number
• NBIS - National Biometric Identification System
• EC -   Enrolment Center
• ICT - Information and Communication Technology
• MoJ - Ministry of Justice

 

Foreword

The National Identification Registry (NIR) plays a critical role in supporting the effective functioning of our nation by providing secure and accessible identification services. As part of our continuous commitment to transparency, accountability, and excellence in service delivery, this Service Delivery Charter (SDC) outlines our promises to you, our valued customers. It sets forth clear standards for the quality of service we deliver, the rights and responsibilities of our clients, and the mechanisms available for feedback and complaint resolution.

We aim to ensure that each citizen and legal resident of Liberia is provided with an efficient, respectful, and effective service when accessing our National Biometric Identification System (NBIS).

Andrew Peters
Executive Director

National Identification Registry
Republic of Liberia

Acknowledgement

We acknowledge the dedication of all stakeholders, including the Department of Technical Services, HR Unit, Enrolment Unit, and all those who have contributed to the development of this SDC. Special thanks go to our clients whose feedback has been integral in shaping our standards. We commit to ensuring that the National Identification Registry continues to meet the evolving needs of Liberia’s citizens and legal residents with dedication and care.

 

 

 

1. Introduction

1.1 Background

The National Identification Registry (NIR) was established to create and maintain a reliable National Biometric Identification System (NBIS) in Liberia. The NBIS provides a unique identification number to every citizen and legal resident, fostering a more efficient, transparent, and accountable society. The NIR manages the registration process, issuance of National Identification Cards (NIC), and provides related services in line with Liberia's identification policies and systems.

1.2 Rationale

As the national population grows and the country advances, there is an increasing need for an accurate, secure, and universally accepted identification system. The SDC ensures that NIR operates with the highest standards of efficiency, accountability, and transparency, guaranteeing that services are delivered in a manner that meets the needs of the public. By outlining our commitments, we strive to improve public confidence and ensure the successful implementation of the NBIS.

1.3 Objectives

The objectives of the Service Delivery Charter are to:

1. Clearly define the service standards clients can expect from the National Identification Registry.
2. Outline the rights and responsibilities of clients.
3. Set a framework for accountability, feedback, and complaint resolution.
4. Promote transparency in the administration of services.
5. Ensure continuous improvement in service delivery.

1.4 Scope of Application

This charter applies to all citizens and legal residents of Liberia seeking services related to the National Biometric Identification System, including enrolling, issuance, renewal, replacement, and updates of National Identification Card (NIC), as well as verification services.

2. Who We Are

We are the National Identification Registry (NIR), a government agency responsible for maintaining the national database of citizens and residents(NBIS). Our aim to provide secure, accessible identification services that support public administration and enhance national security. Through our efforts, we ensure that every individual has a unique, official identification number for various civic and legal purposes.

 

2.1 Mission

To design, establish, maintain and administer or implement the National Biometric Identification System (NBIS) of the Republic of Liberia.

2.2 Vision

To provide a unique identifier based on principle of existence, verification, traceability for all citizens and legal residents serving as a reference point for all, and to enhance the rule of law, social economic and development planning

2.3 Core Values

1. Transparency: We are committed to honesty, integrity, and ethical behavior in all our interactions.
2. Excellence: We strive for excellence in service delivery and continuous improvement in all processes.
3. Accountability: We take responsibility for our actions and ensure that we meet our commitments.
4. Efficiency: We are committed to delivering services in a timely and cost-effective manner.
5. Customer-Centricity: We prioritize the needs and satisfaction of our clients in every service we provide.

3. Our Customers

Our customers include all citizens and legal residents of Liberia who require a National Identification Card (NIC), as well as organizations, government agencies, and businesses that need identity and verification services. We are dedicated to ensuring that our services are accessible, efficient, and available to all.

4. Our Commitment to You

We are committed to providing excellent services and ensuring that your interactions with us are smooth, timely, and efficient. We promise to:

• Ensure your identification needs are met with professionalism and efficiency.
• Offer accessible services across Liberia.
• Maintain high standards of confidentiality and data security.
• Continuously improve our services based on your feedback.

4.1 Service Guarantee

We guarantee that all services will be rendered with the utmost professionalism, transparency, and within the stipulated timelines. If you experience any delays or challenges, we will work to resolve them promptly.

4.2 Service Standard

Our service standards include:

1. Timeliness: We will process all registration applications within 3 business days.
2. Accuracy: We will ensure the accuracy of all personal data entered into the system.
3. Access to Services: We will ensure that our services are available in all parts of Liberia.
4. Customer Care: Our staff will treat all clients with courtesy, respect, and efficiency.
5. Confidentiality: We will protect all personal data according to policy and privacy laws.

Where We Are Found

Our services are accessible through multiple channels across Liberia. You can find us at:

Region	Location
Head Office	Allison Street, Congo Town
Montserrado County	NIR Head Office 0778509808, University of Liberia Fendell Campus 0778508712
	Gobachop Market 0770556276, Gardnersville Town Hall 0776856301 Catholic Hospital 0777963932
	MTN Redlight 0777761633, MTN Sinkor 0775236440 and MTN Broad Street 0778312514 Orange Sinkor 0776498073, Orange Byepass 0775961756 SKD Sports Complex 0770998161
	Isaac Tugbe Town Hall, Tweh Farm 0770245383
	Waterside EC, Waterside General Market 0770330396
	EJS Ministerial Complex EC 0770428564
Bomi County	Vincent Compound, Vai Town 2, Tubmanburg City 0777545484
Bong County	Administrative Building, Gbarnga City 0770245351
Gbarpolu County	Bopolu City Hall 0777791412
Grand Bassa County	Administrative Building, Buchanan City 0770541706
Grand Cape Mount County	Administrative Building, Robertsport City 0776825146)
Grand Gedeh County	Zwedru City Hall 0888816218
Grand Kru County	Barclayville City Hall 0775055178
Lofa County	Administrative Building, Voinjama City 0770245374)
Margibi County	Vai Town Community, Kakata City 0776646352
Maryland County	Pleebo City Hall 0770345558
Nimba County	Administrative Buildings, Ganta City 0777314866 & Sanniquellie City 0777124814
Rivercess County	Cestos City Hall 0777372199
River Gee County	Service Center, Fish Town City 0770753440
Sinoe County	Administrative Building, Greenville City 0886850729
Mobile Enrollment Teams	Available upon request
Online Portal	(Work In Process)

5.1 Overview our Services

  List of Full Services, Eligibility, and Timeline by Department

Service Description	Eligibility Conditions	Timeline	Cost of Service	Responsible Department	Person in Charge
National Identification Application	All citizens and legal residents	3 business days from submission	US $5.00 or its Liberian dollars’ equivalent	National Identification Registry (NIR)	NIR Enrollment Staff/Team Lead
Issuance of National Identification Cards (NIC)	Enrolled citizens and legal residents	3 business days after successful enrollment	US $5.00 or its Liberian dollars’ equivalent	National Identification Registry (NIR)	NIR Enrollment Staff/Team Lead
NIC Replacement	Individuals whose NICs are lost or damaged	3 business days	US $5.00 or its Liberian dollars’ equivalent	National Identification Registry (NIR)	NIR Enrollment Staff/Team Lead
NIC Update	Enrolled individuals needing to update personal information	5 business days	US $5.00 or its Liberian dollars’ equivalent	National Identification Registry (NIR)	NIR Enrollment Staff/Team Lead
NIC Renewal	Enrolled individuals whose issued NIC has expired	3 business days	US $5.00 or its Liberian dollars’ equivalent	National Identification Registry (NIR)	NIR Enrollment Staff/Team Lead
Verification Services	Public and private entities requiring identity verification	Immediate	US $5.00 or its Liberian dollars’ equivalent	National Identification Registry (NIR)	System Analyst/Verification Staff
Enrollment into National Biometric Identification System (NBIS)	All citizens and legal residents	Varies (based on steps below)	Liberian: US $5.00, Non-ECOWAS resident: US $20.00, ECOWAS resident: US $10.00	National Identification Registry (NIR)	NIR Enrollment Staff
Filling of Application Form	All citizens and legal residents	Available at Enrolment Centers	N/A	National Identification Registry (NIR)	Applicant
In-Person Interview with Immigration Officer	All citizens and legal residents	Upon Filling Application Form	N/A	Immigration Officer	Immigration Officer
In-Person Interview with NIR Enrollment Staff	All citizens and legal residents	Upon Filling Application Form	N/A	National Identification Registry (NIR)	NIR Enrollment Staff
Documents Required for Liberians	Liberian citizens	Marriage Certificate, Voter’s Card, Passport	N/A	National Identification Registry (NIR)	NIR Enrollment Staff and Immigration Officer
Documents Required for Legal Residents	Legal residents	Valid Resident Permit	N/A	National Identification Registry (NIR)	NIR Enrollment Staff and Immigration Officer
Supervision of enrolment activities	N/A	At all times	N/A	Enrolment Unit	Enrolment Services Director

The table summarizes the services, eligibility, timelines, costs, responsible departments, and the person in charge for each service.

6. Dealing with Complaints

We value feedback from all our clients and have established clear mechanisms to handle complaints and ensure that we continuously improve our services.

6.1 Feedback Mechanisms

If a citizen or legal resident is dissatisfied with NIR services, a complaint or query can be addressed to the Enrollment Director through any of the following mediums:

1. Receiving Complaints/Feedback:
• Customer Service Hotline: Clients can call the customer service hotline to submit complaints or provide feedback: 0778-509-757/ 0881-928-436
• Email Submission: Clients may send feedback or complaints to: This email address is being protected from spambots. You need JavaScript enabled to view it.
• In-Person Submissions: Clients can visit any of the regional or branch offices and submit a feedback/complaint.
• Online Portal: Once operational, clients can submit complaints or feedback through the online portal: www.nir.gov.lr
2. Acknowledgement of Complaint/Feedback:
• Immediate Acknowledgement: All complaints and feedback will be acknowledged within 24 hours of receipt through email, phone call, or SMS.
• Tracking Reference Number: Each complaint or feedback will be assigned a unique reference number for tracking purposes.
3. Assessment and Investigation:
• Initial Review: The customer service team will review the complaint or feedback and conduct a preliminary assessment to determine its nature and severity and submit a detailed report to the HR Department for action.
• Investigation (if required): For more complex issues, an internal investigation will be launched by the HR Department to gather further details.
• Time Frame: The assessment and investigation process will be completed within 3–5 business days, depending on the complexity of the issue.
4. Resolution:
• Resolution Proposal: The team will propose a solution or provide feedback to the client regarding the matter within 10 business days.
• Client Notification: The client will be informed of the resolution or the actions taken to address their concern, through their preferred communication channel (phone, email, etc.).
5. Escalation Procedures:
• Escalation to Higher Management:
• If the client is unsatisfied with the initial resolution, they can request to escalate the issue to the office of the Deputy Executive Director for Administration for Senior Management Team Action.
• The Senior Management Team will review the case and attempt to resolve the issue within 5–10 business days.
• Appeal to External Body:
• If the matter remains unresolved after internal escalation, clients can lodge a formal complaint with an external regulatory body, consumer protection agency, or ombudsman, as appropriate.
6. Feedback Review and Service Improvement:
• Internal Review: Regular reviews of feedback and complaints will be conducted at monthly or quarterly intervals by management.
• Continuous Improvement: Identified trends from complaints and feedback will be used to improve processes, policies, and customer service strategies.
• Client Satisfaction Follow-Up: A follow-up survey or communication will be sent to the client to ensure that they are satisfied with the resolution and that their feedback is being used for improvement.
7. Documentation and Reporting:
• Case Records: All complaints, feedback, and resolutions will be documented and stored in a secure database for future reference.
• Reports: Regular reports will be generated to monitor the volume of complaints, types of issues raised, and resolutions. These will be reviewed during internal audits to ensure the effectiveness of the complaint handling process.

By following these procedures, we aim to ensure that client complaints and feedback are handled efficiently, transparently, and effectively, fostering continuous improvement in our services.

 

7. Rights and Obligations

7.1 Client Rights: In an effort to promote a culture of fairness and accountability, we treat our clients in a manner that reflects our values. We make our client to feel and appreciate the services and to also understand the rights that they have as protected by law. Our clients have the right to:

1. Right to Information: Clients have the right to be informed about the enrollment process and any required documents.
2. Right to Fair Treatment: Clients have the right to be treated with dignity, respect, and fairness. They have the right to be informed of available services and the steps to access them.
3. Right to Confidentiality: Clients have the right to privacy regarding their personal information. All personal information will be handled confidentially in accordance with the NIR Act and Data Protection Laws.
4. Right to Appeal: Clients have the right to appeal any decision made by the National Identification Registry.

7.3 Client Responsibilities: Our clients are also clothed with the responsibilities to:

1. Provide Accurate Information: Clients must provide accurate personal details for enrollment.
2. Submission of Documents: Clients must submit all required documents during application
3. Respectful Interaction: Clients should interact respectfully with NIR staff.
4. Safeguard Personal Information: Clients must protect their NIC from misuse.

Annexes

1. Annex A: Citizen Application Form for National Identification Enrollment.
2. Annex B: Resident Application Form for National Identification Enrollment.
3. Annex C: National Identification Enrollment Process Flowchart.

APPLICANTS ARE STRONGLY ADVISED TO MAKE PAYMENT DEPOSITS ON THE MOBILE MONEY NUMBER ASSIGNED AT THE ENROLMENT CENTER!!!! KINDLY SPEAK WITH THE SUPERVISOR IN CASE YOU NEED ANY ASSISTANCE!!!!

This Service Delivery Charter reflects our dedication to providing efficient, accessible, and high-quality services to all citizens and residents of Liberia. We are committed to serving you with excellence and ensuring the success of the National Identification System for the benefit of all.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Republic of Liberia

NATIONAL IDENTIFICATION REGISTRY

Allison Street, Congo Town

Application Form – Resident     GOL/NIR-AF-R-02                                       [* Mandatory Fields to be filled by the Applicant.]

 

 

*Full Name:                                                                                                                                                               

Last Name                                                          First Name                                                    Middle Name

 

*Father’s Name:

Last Name                                                          First Name                                                    Middle Name

 

*Mother’s Name:                                                                                                                                                        

Last Name                                                          First Name                                                    Middle Name

 

*Current Address:

Street/Community                                             City/Town                                                       County

 

*Sex/Gender:  Female  Male         Height:                         (ft, in)           *Date of Birth:                                                 

Month                Day             Year

Place of Birth:                                                                                                                                                           

Town/City                                                          County/State                                                     Country

 

Contact Number:                                            Email Address:                                                                                      

 

*Marital Status:  Single  Married  Separated  Divorced   Widow(er)

 

If married, Spouse Name:                                                                                                                                         

 

Card Type:   Resident ID card            Resident Permit Number:                                                                              

 

Documents Attached to Application Form

 Passport        Birth Certificate     Resident Permit         Others

 

 

DISCLAIMER: I hereby declare that the information provided herein is true and correct to the best of my knowledge.

 

Signed                                                                                          Date:                                                                       

Applicant’s Signature / Thumb Print                                              Month             Day             Year

 

 

Immigration Officer Signature                                            NIR Officer Signature & Stamp

Republic of Liberia

NATIONAL IDENTIFICATION REGISTRY

Allison Street, Congo Town

Application Form – Citizen                                                         [* Mandatory Fields to be filled by the Applicant.]

GOL/NIR-AF-C-01

*Full Name:                                                                                                                                                               

Last Name                                                              First Name                                                            Middle Name

*Father’s Name:                                                                                                                                                        

Last Name                                                            First Name                                                               Middle Name

*Mother’s Name:                                                                                                                                                        

Last Name                                                            First Name                                                               Middle Name

*Current Address:                                                                                                                                                      

 

*Electoral District #:             Voting Center Locality:                                                            Voting Center Code:             

 

*Sex/Gender: Female  Male        Height:                         (ft. in)           *Date of Birth:                                                 

Month                Day             Year

*Place of Birth:                                                                                                                                                           

Town/City                                                          County/State                                                     Country

*Marital Status: ☐ Single  ☐Married ☐ Separated ☐ Divorced      ☐Widow(er)

If married, Spouse Name:                                                                                                                                         

 

Contact Number:                                            Email Address:                                                                                      

*Do you hold citizenship of another country?            ☐ No              ☐ Yes If Yes Country Name:                                                                                 

 

*Have you resided in another country for more than 2 years?        ☐ No               ☐ Yes

If Yes Country Name:                                                                         Status:                                                         

 

Card Type:  National ID card         National ID Card (ECOWAS)

 

Documents Attached to Application Form

• Passport ☐     Voter ID     ☐     Birth Certificate         ☐     Naturalization Certificate      ☐     Others

 

DISCLAIMER

I hereby declare that the information provided herein are true and correct to the best of my knowledge. NOTE: you could be prosecuted for perjury or attempt to falsify Liberian Citizenship if your information is not true and correct.

 

Signed                                                                                                 Date:                                                                 

Applicant’s Signature / Trumb Print                                                                                    Month                  Day                  Year