Quality Label Awards 2025

Since 2019, the Quality Label has highlighted and commended those entities and departments that have demonstrated outstanding service and achieved high levels of customer satisfaction. This recognition has set a benchmark for service quality within the Public Administration, driving ongoing improvement and the adoption of best practices. In 2025, four additional entities joined the ranks of the previous 20 Quality Label holders, earning this esteemed distinction (see here).

The Quality Label, officially conferred by the Office of the Principle Permanent Secretary, acknowledges the dedication and commitment of departments or entities in attaining and upholding superior service standards. The Quality of Service Directorate is entrusted to carry out the Quality Label Process and provide support and guidance to the Quality Label candidates, as well as holders. The label is achieved through process reengineering, innovation, and the effective application of customer service standards. Candidates for the Quality Label undergo a series of steps, including Business Process Reengineering, employee satisfaction surveys, and a thorough evaluation of their services using assessment tools such as Mystery Shopping and Customer Surveys, as detailed in the Quality Label Manual.

In 2025, the following departments and entities were recognised with the Quality Label for their cooperation in implementing essential procedural and administrative changes, and for delivering exemplary service:

• Ċentru Servizz Anzjan – provides services for the elderly and customer care support for the active ageing and community care
• Victim Support Agency – offering emotional support and legal guidance to victims of crime
• Identitá Public Registry Office – registering deaths, marriages, and births for residents in Malta and Maltese citizens abroad
• National Literacy Agency – promoting literacy through various programmes for children and youths in Malta.

Each year, the top-performing Quality Label holder also receives the prestigious Quality Award, recognising sustained commitment to high standards. In 2025, Servizzi Ewropej f’Malta was honoured with this award. Both the Quality Label and the Quality Award were presented by H.E. President of Malta.

Both the Quality Label and the Quality Award not only celebrate the achievements of their recipients but also motivate other public sector organisations to strive for excellence. This recognition acts as a catalyst for further progress, nurturing a culture of transparency, accountability, and innovation. By sharing best practices, award-winning departments and entities help to elevate service standards across Malta.