The Deputy Inspector General of Government (DIGG), Anne Twinomugisha Muhairwe, has urged the leadership of the National Identification and Registration Authority (NIRA) to strengthen accountability, professionalism and transparency to improve service delivery and restore public trust.
Muhairwe made the call during a boardroom engagement with NIRA management as part of activities organised by the Inspectorate of Government (IG) to commemorate International Ombuds Day 2026.
She said the authority’s leadership transition presents an opportunity to strengthen institutional systems, promote responsible management of public resources and ensure that citizens receive efficient and professional services.
The Deputy IGG emphasised the importance of building a resilient institution guided by transparency, compliance with the law, effective administration and responsiveness to public concerns.
She noted that the Inspectorate of Government continues to receive complaints about administrative challenges in public institutions, including alleged recruitment and procurement irregularities, financial management concerns and institutional culture issues.
According to Muhairwe, the Ombudsman mandate goes beyond investigating complaints to offering alternative mechanisms for resolving administrative grievances through dialogue, mediation and early intervention before disputes escalate.
She encouraged NIRA’s leadership to embrace constructive engagement, strengthen internal controls and address administrative concerns promptly to improve institutional performance and public confidence.
Given NIRA’s strategic responsibility for national identification and registration, Muhairwe also stressed the importance of transparency, responsible data management, legal compliance and high standards of customer care.
She urged the authority to prioritise efficient and courteous service, manage clients’ expectations and align service demand with available capacity to minimise delays.
“Public services should be delivered professionally, transparently and in accordance with established procedures, without exposing citizens to unnecessary financial demands,” she said.
The Director of the Directorate of Ombudsman Affairs, Kakooza Savio Ntensibe, urged NIRA Executive Director Rosemary Kisembo to prioritise the timely payment of staff salaries, saying prompt remuneration is essential for staff morale, institutional stability and effective service delivery.
The Director of the Directorate of Research, Education and Advocacy, Gwaira Gerald, also reminded NIRA officers of their obligation to declare their income, assets and liabilities within the prescribed timelines in accordance with applicable Leadership Code requirements.
The reminders highlighted the importance of strengthening internal accountability and ensuring that public officers meet their legal and professional obligations.
In her remarks, Kisembo identified staff shortages as one of the challenges affecting NIRA’s operations and the delivery of services to the public.
She welcomed the Inspectorate of Government’s engagement and committed to organising a staff sensitisation session to explain the Ombudsman’s mandate and give employees an opportunity to discuss institutional challenges and possible areas for improvement.
The planned engagement is expected to help NIRA staff better understand the mechanisms available for raising and resolving administrative grievances.
NIRA Board Member Dr. Hatwib Mugasa underscored the importance of strict compliance with data management requirements, given the sensitive nature of the information handled by the authority.
Another board member, Samuel Akena, commended Kisembo’s efforts in managing the institution amid resource constraints.
Muhairwe commended Kisembo for taking on the responsibility of leading NIRA and reiterated the importance of collaboration between the Inspectorate of Government and public institutions in addressing administrative challenges.
She emphasised that constructive engagement, integrity and effective accountability mechanisms are essential to improving institutional performance and ensuring that government services meet citizens’ expectations.
The engagement forms part of the Inspectorate of Government’s broader efforts to promote administrative justice, encourage responsible use of public resources and strengthen accountability across government institutions.
Through its Ombudsman mandate, the Inspectorate seeks to ensure that public bodies operate fairly, lawfully and efficiently while providing avenues for citizens and public officers to raise concerns and seek redress.
