The Ethiopian Immigration and Nationality Affairs Service has announced plans to open 10 new branches to address complaints from customers. The Director of the Passport Service Directorate, Mulugeta Tadesse, told EBC Cyber that the institution has implemented new procedures to address complaints arising from the large number of customers seeking services.
He noted that some customers from different parts of Ethiopia come to the institution without complete information due to lack of information and understanding, leading to difficulties. The institution currently has 12 branches, and they are working to open 10 more branches to balance the needs of service seekers and providers.
Previously, the institution served 3,000 customers daily, but now, the main office alone serves over 4,200 customers daily, while branches serve up to 3,000 customers. The institution is working to meet the needs of customers by implementing new procedures, including providing emergency passport services, and strengthening human resources.
The staff providing services will be available from 1:30 PM to 3:00 PM to serve customers. The Director indicated that the challenges being faced will be mitigated as the evolving legal frameworks are implemented and the e-passport service is launched.