The Deputy Inspector General of Government (DIGG), Mrs. Anne Twinomugisha Muhairwe, has challenged the National Identification and Registration Authority (NIRA) to address administrative weaknesses, strengthen accountability and improve services to Ugandans amid concerns over delays, staff welfare and institutional efficiency.Muhairwe made the call during an engagement with NIRA Board members and management organised by the Inspectorate of Government (IG) to mark International Ombuds Day 2026.
She urged the authority’s leadership to use the ongoing leadership transition to reinforce professionalism, transparency and public confidence, stressing that government institutions must remain accountable to the citizens they serve.She noted that the Inspectorate continues to receive complaints concerning administrative practices in public institutions, including alleged irregularities in recruitment and procurement, financial management concerns and weaknesses in institutional culture.
Muhairwe explained that the Ombudsman’s role is not limited to investigating complaints but also includes resolving administrative disputes through dialogue, mediation and early intervention before they escalate into more serious challenges.The Deputy IGG particularly challenged NIRA to improve customer care, protect personal information and ensure that citizens seeking national identification and registration services are treated professionally. She emphasised that effective service delivery requires institutions to manage public expectations, operate within the law and match demand for services with available resources. “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,” Muhairwe said, while cautioning against practices that expose citizens to unnecessary financial demands.
The Inspectorate also raised concerns about staff welfare and compliance with legal obligations. Mr. Kakooza Savio Ntensibe, Director of the Directorate of Ombudsman Affairs, called on NIRA Executive Director Rosemary Kisembo to prioritise timely salary payments, noting that prompt remuneration is essential for maintaining staff morale, promoting stability and supporting effective performance. Meanwhile, Mr. Gwaira Gerald, Director of the Directorate of Research, Education and Advocacy, reminded NIRA officials to declare their income, assets and liabilities within the legally prescribed timelines in accordance with the Leadership Code.Responding to the concerns, Kisembo identified staff shortages as a significant obstacle affecting NIRA’s operations and its capacity to serve the growing number of Ugandans seeking identification and registration services. She welcomed the Inspectorate’s engagement and committed to organising a staff sensitisation session on the Ombudsman’s mandate, which would also provide employees with an opportunity to raise grievances, discuss administrative challenges and propose practical solutions to improve working conditions and institutional performance.NIRA Board Member Dr. Hatwib Mugasa underscored the importance of strict compliance with data management requirements, emphasising the need to safeguard information entrusted to the authority.
Fellow Board Member Samuel Akena commended Kisembo for her efforts in managing the institution despite resource constraints. Muhairwe also applauded the Executive Director for accepting the responsibility of leading NIRA, calling for stronger cooperation between the authority and the Inspectorate to address emerging concerns before they undermine service delivery.The engagement placed renewed emphasis on the connection between institutional accountability, staff welfare and the quality of public services. As NIRA continues to handle critical national identification and registration responsibilities, the Inspectorate of Government reiterated the importance of resolving administrative grievances promptly, upholding integrity and strengthening internal systems to ensure that Ugandans receive efficient, transparent and respectful services.
