Sweeping reform for Home Affairs Ministry to boost efficiency, empathy

The Ministry of Home Affairs is undergoing a major service delivery overhaul as part of a broader government initiative to modernise and humanise public administration across Guyana.

Minister of Home Affairs Oneidge Waldron said the reform effort aims to reset how the ministry engages with citizens, emphasizing efficiency, transparency, and empathy in every aspect of service.

In an exclusive interview with Ignite News, Waldron said digital transformation lies at the heart of the changes, with significant progress already made in immigration and passport services.

“Our immigration services are fully online, so that removes every kind of bias, it’s way more efficient,” she said. “We used to have long lines of hundreds of people coming to the ministry for processing, but now that number has reduced significantly.”

The ministry’s online immigration platform allows citizens to apply for documents such as visas and residency permits without visiting physical offices. Waldron said that by the end of this year, the passport application process will also become fully digital, incorporating biometric verification to improve accuracy and security.

Beyond digitisation, the reforms aim to foster a culture of empathy and professionalism among frontline staff. Waldron stressed that the human side of public service is equally vital to ensuring citizens feel respected and valued.

“The message that I am sending to our staff is that service delivery must be done with compassion, care, and efficiency,” Waldron said. “Treat people the way you would like to be treated we are here to serve the public.”

The overhaul also includes infrastructure upgrades across regional police and immigration offices, with a focus on accessibility and efficiency. New technology systems are being introduced to streamline data collection and improve coordination between agencies.

Waldron said the reforms align with President Irfaan Ali’s wider vision for a modern, transparent government that leverages technology while maintaining a people-first approach.

“As we move forward, the Ministry of Home Affairs will set the tone for what effective, citizen-focused service delivery looks like in Guyana,” she said.

The reforms are expected to be rolled out in phases through 2026, positioning the ministry as a model for digital governance and responsive public service in the Caribbean.