Context
The project was initiated to address systemic barriers preventing those deprived of liberty from exercising their legal and civil rights due to the lack of direct access to public services and documentation. In the absence of identity and civil records, inmates faced restrictions in accessing healthcare, education, employment programmes, and property rights, undermining resocialisation and legal protection. Previously, services were obtained only through intermediaries, creating administrative inefficiencies, delays, additional costs, and risks to personal data confidentiality.
The establishment of Public Service Hall branches within penitentiary institutions represents an institutional innovation that re-engineers service delivery processes. The project uses existing digital platforms, centralised databases, and electronic booking tools to ensure interoperability, automation, and the same service standards as nationwide branches.
By reducing administrative workload, improving transparency, strengthening data protection, and enabling evidence-based monitoring of demand and performance, the initiative enhances institutional efficiency and accountability. It reflects a strategic reform aimed at modernising governance, strengthening human-rights-based public administration, and improving the State’s overall service delivery capacity.
Objectives
The project aims to ensure efficient, secure, and direct access to essential public services for accused and convicted persons while improving the overall effectiveness of public administration within the penitentiary system. The project provides a systemic solution by establishing on-site Public Service Hall branches that deliver more than 50 services, including identity documents, civil status registration, citizenship procedures, certificates, and business registration. A digital pre-booking system ensures rapid service delivery and predictable workflows, while direct interaction eliminates intermediary risks and strengthens personal data protection.
The initiative also supports evidence-informed management by collecting and analysing data on service demand, user trends, and performance indicators. By removing documentation barriers, the project enables access to social rights, supports employment and reintegration programmes, reduces institutional workload, and increases trust in public institutions, thereby creating higher public value through more efficient and user-centric governance.
Implementation
The project is implemented under a Memorandum of Cooperation between the Public Service Hall and the Special Penitentiary Service, ensuring clear governance, shared responsibilities, and whole-of-government coordination. Ten experienced staff members currently operate across six penitentiary branches as universal operators capable of delivering all services. Personnel were selected through a dedicated process and receive continuous training in penitentiary procedures, data protection, information security, and service administration, supporting data-driven workforce planning and professional capacity.
Planning was based on detailed assessments of inmate numbers, legal needs, demand for services, infrastructure readiness, and security conditions. Special operational protocols regulate confidentiality, staff movement, and risk management. The project leverages existing digital systems and centralised databases, ensuring interoperability and cost efficiency, while infrastructure and technical support are provided by the Penitentiary Service. Performance is monitored through KPIs such as service volumes, access rates, and processing time, enabling continuous improvement and evidence-based expansion.