National Identification Registry (NIR) Service Delivery Charter (SDC)

1. Introduction

The National Identification Registry (NIR) is entrusted with the critical responsibility of managing the registration of citizens, ensuring accurate identification, and maintaining secure records. To ensure that citizens and stakeholders are aware of their rights and the services available to them, the NIR has developed this Service Delivery Charter (SDC).

This Charter outlines our commitments, service standards, and performance expectations to ensure transparency, accountability, and the highest level of public trust in the services provided. It is also a tool to foster continuous improvement, enhance service delivery, and promote a customer-focused approach within the NIR.

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

Vision: To provide a unique identifier based on principles of existence, verification, traceability for all citizens and legal residents serving as a reference point for all, to enhance rule of law and social planning.

2. Purpose of the Service Delivery Charter

The Service Delivery Charter serves the following key purposes:

• Define the NIR’s service commitments to citizens and stakeholders.
• Set standards and timelines for the services we offer.
• Establish expectations for service quality and customer experience.
• Provide clear mechanisms for feedback, complaints, and resolution of service issues.
• Ensure compliance with all relevant legal and regulatory frameworks governing the NIR.

3. Service Delivery Commitments

The NIR is committed to providing efficient, reliable, and high-quality services. Below are our key service commitments:

3.1 Registration and Issuance of National and Resident IDs

• Service Description: We register citizens and issue National Identification Cards (IDs). Resident IDs are also issued to citizens of other countries.
• Commitment: We will process and issue National IDs within 3 working days after receiving complete documentation.
• Service Standards: Enrollment into National Biometric Identification System (NBIS)
• Filling of an Application Form at the Enrolment Center or using Online Portal.
• In-Person interview with an Immigration Officer
• In-Person Interview with an NIR Staff
• Issuance of a National ID card with a unique identification number.
• Processing applications for lost or damaged ID cards within 3 working days.
• Renewal and update of National IDs within 3 working days.
• Liberian: Birth Certificate, Passport, Marriage Certificate or others
• Cost: $ 950.00 Liberian Dollars or USD 5.00
• Foreigner: A valid Resident Permit issued by the Liberia Immigration Services
• Non-ECOWAS USD 20.00
• ECOWAS USD 10.00

3.1(a) Who can be enrolled

           Applicants can be enrolled from the very first day of birth.

3.2 Updating Personal Information

• Service Description: Citizens can update personal information such as name, date of birth, address, etc., on their National ID.
• Commitment: We will process updates within 3 working days, provided the required supporting documents are submitted.
• Service Standards:
• Verification of documents (e.g., birth certificate, marriage certificate).
• Updating information on the system and issuing a new ID when necessary.

3.3 Customer Support and Queries

• Service Description: NIR offers a dedicated customer service line for inquiries or issues.
• Commitment: We will resolve 95% of queries and complaints within 48 hours.
• Service Standards:
• Provide accurate and clear information about NIR services.
• Acknowledge and respond to email and phone inquiries within 24 hours.
• Resolve complaints promptly and professionally.

3.4 Verification of National IDs

• Service Description: The NIR provides ID verification services for third parties.
• Commitment: We will complete 90% of ID verification requests within 10 minutes.
• Service Standards:
• Verification of National IDs via the NIR e-verification platform.
• Issuance of verification certificates for third-party requests (e.g., banks, government agencies).

4. Service Standards and Performance Expectations

The NIR is dedicated to meeting the following service delivery standards:

4.1 Timeliness

• National ID Registration: Process 95% of applications within 1 working day.
• Issuance of National ID Cards: Deliver within 3 working days.
• ID Updates: 95% processed within 3 working days.
• Customer Queries: 95% resolved within 48 hours.

4.2 Accessibility

• Service Availability: Citizens can access NIR services via:
• Physical Enrolment Centers
• Website portal: www.nir.gov.lr
• Customer support line: 0778-509-757 / 0881-928-436
• Service Locations: We have 15 Enrolment Centers in Montserrado County, 2 in Nimba County, and 1 in each of the other counties.

4.3 Quality of Service

• Accuracy of Data: All data entered into the system is accurate, verified, and up-to-date.
• Security: Personal information is processed with the highest security standards, in compliance with data protection laws.
• Customer Satisfaction: We aim for an 85% or higher satisfaction rate, based on post-service surveys.

4.4 Accountability and Transparency

• Feedback Mechanisms: We encourage feedback through:
• In-person at service centers
• Online surveys via the website
• Dedicated customer service hotlines
• Performance Reporting: Quarterly performance reports will include:
• Service response times
• Customer satisfaction levels
• Complaints and resolutions
• System performance and downtime

5. Customer Rights and Responsibilities

5.1 Customer Rights

Citizens have the following rights:

• Right to Timely Service: Receive services within committed timeframes.
• Right to Transparent Information: Be informed of available services and the steps to access them.
• Right to Privacy and Data Protection: All personal information will be handled confidentially in accordance with data protection laws.
• Right to Appeal and Resolution: Raise complaints that will be investigated and addressed promptly.

5.2 Customer Responsibilities

Citizens are expected to:

• Provide Accurate Information: Ensure correct and complete details when registering or updating their information.
• Follow Procedures: Adhere to guidelines and provide necessary documentation.
• Respect Service Personnel: Treat NIR staff with respect and understanding.

6. Service Improvement Initiatives

The NIR is committed to continuously improving service delivery through the following initiatives:

• Regular Training: Ongoing training for NIR staff to enhance customer service and technical skills.
• Customer Feedback: Feedback will be actively collected and analyzed to improve services.
• Technology Upgrades: We will invest in modern technologies to improve service efficiency, including:
• Enhanced registration systems
• Improved digital platforms for remote services
• Real-time data processing for faster ID issuance

7. Complaints and Feedback Mechanism

If citizens are dissatisfied with NIR services, they can:

• File a Complaint: Through the customer support line, website, or physical service centers.
• Escalate the Issue: If the issue remains unresolved, it may be escalated to senior management.

7.1 Complaints Handling Process

• Acknowledgment: Complaint receipt will be acknowledged within 24 hours.
• Investigation: Complaints will be investigated within 2 working days.
• Resolution: A response will be provided within 48 hours, unless further investigation is required.
• Escalation: Unresolved complaints will be referred to senior officers for further action.

8. Monitoring and Review

The NIR will regularly monitor the implementation of this Service Delivery Charter through:

• Internal Audits: Periodic audits to ensure service processes are followed.
• Public Surveys: Surveys to assess satisfaction and identify areas for improvement.
• Annual Review: The Service Delivery Charter will be reviewed annually to ensure alignment with NIR’s strategic goals and operational improvements.

Enrolment Centers and Locations

Here is a list of our Enrolment Centers across the counties:

• Montserrado County:
• NIR Head Office, University of Liberia Fendell Campus
• Gobachop Market, Gardnersville Town Hall
• Various MTN and Orange Offices
• Isaac Tugbe Town Hall, Tweh Farm
• Waterside EC, Waterside General Market
• EJS Ministerial Complex EC
• Bomi County:
• Vincent Compound, Vai Town 2, Tubmanburg City
• Bong County:
• Administrative Building, Gbarnga City
• Gbarpolu County:
• Bopolu City Hall
• Grand Bassa County:
• Administrative Building, Buchanan City
• Grand Cape Mount County:
• Administrative Building, Robertsport City
• Grand Gedeh County:
• Zwedru City Hall
• Grand Kru County:
• Barclayville City Hall

 

• Lofa County:
• Administrative Building, Voinjama City
• Margibi County:
• Vai Town Community, Kakata City
• Maryland County:
• Pleebo City Hall
• Nimba County:
• Administrative Buildings, Ganta City and Sanniquellie City
• Rivercess County:
• Cestos City Hall
• River Gee County:
• Service Center, Fish Town City
• Sinoe County:
• Administrative Building, Greenville City

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 outlines our commitment to serving citizens with efficiency, transparency, and accountability. We are dedicated to improving your experience with the NIR and ensuring that all citizens are treated fairly and respectfully.