The Deputy Inspector General of Government (DIGG), Mrs. Anne Twinomugisha Muhairwe, has called on the National Identification and Registration Authority (NIRA) to strengthen accountability, address administrative weaknesses and improve services to citizens, warning that public institutions must uphold the highest standards of professionalism, transparency and responsible leadership.
Muhairwe made the remarks during a meeting with NIRA Board members and management organised by the Inspectorate of Government (IG) to commemorate International Ombuds Day 2026. She urged the authority to use its ongoing leadership transition to strengthen internal systems, restore public confidence and ensure that administrative challenges do not compromise its ability to fulfil its national mandate.
The Deputy IGG revealed that the Inspectorate continues to receive complaints concerning administrative shortcomings in public institutions, including alleged irregularities in recruitment and procurement, financial management concerns and weaknesses in institutional culture. She explained that the Ombudsman’s office seeks not only to investigate complaints but also to resolve disputes through dialogue, mediation and early intervention, enabling institutions to correct problems before they escalate.
Muhairwe challenged NIRA to improve customer care, protect personal information and ensure that citizens receive services without unnecessary delays or unfair financial demands. She emphasised that the authority must balance the demand for national identification and registration services with its operational capacity while treating clients with dignity and respect. “Prioritise efficient and courteous service, manage client expectations and align service demand with available capacity to minimise delays and improve the experience of citizens seeking services,” she said.
Staff welfare also emerged as a key concern during the engagement. Mr. Kakooza Savio Ntensibe, Director of the Directorate of Ombudsman Affairs, urged NIRA Executive Director Rosemary Kisembo to prioritise timely payment of staff salaries, noting that delays in remuneration can undermine employee morale and institutional stability. Mr. Gwaira Gerald, Director of the Directorate of Research, Education and Advocacy, reminded officials to declare their income, assets and liabilities within the timelines established under the Leadership Code.
Kisembo acknowledged that staff shortages remain one of the major obstacles affecting NIRA’s operations and its ability to serve the public efficiently. She welcomed the Inspectorate’s engagement and committed to organising a sensitisation session to familiarise employees with the Ombudsman’s mandate. The proposed session will also enable staff to present their grievances, discuss administrative challenges and identify possible solutions to improve workplace conditions and service delivery.
NIRA Board Member Dr. Hatwib Mugasa stressed the importance of complying with data management requirements to safeguard information entrusted to the authority. Board Member Samuel Akena commended Kisembo for managing the institution despite resource constraints. Muhairwe also praised the Executive Director for accepting the responsibility of leading NIRA, calling for stronger collaboration between the authority and the Inspectorate to promote integrity and address institutional concerns.
The engagement underscored the need for NIRA to combine effective leadership with improved staff welfare, stronger accountability and responsive customer service. As the authority continues to provide essential identification and registration services across the country, the Inspectorate of Government emphasised the importance of resolving grievances promptly, respecting legal obligations and strengthening administrative systems to ensure that public institutions deliver services in the best interests of Ugandans.
