IM Yearbook 2020/21

LESSONS FROM
LOCKDOWN
MRVA SEES PRODUCTIVITY SURGE DURING COVID-19 CRISIS
Charles Mizzi, Chief Executive Officer of the Malta Residency
Visa Agency (MRVA), explains how the Agency operated
during the Covid-19 outbreak. He says rather than paralysing
productivity, the MRVA processed a record number of
applications while reducing a backlog of pending files.
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The coronavirus outbreak was fast
and unprecedented. As Malta’s
authorities worked relentlessly
to put into place a series of mitigation
measures to strictly control the pandemic,
the MRVA rapidly set in motion a
business continuity plan. This had two
aims: firstly, to protect employees and
their families, and secondly, to ensure
that the quality service we gave agents
and clients remained constant, of a
high standard, and uninterrupted.
Swift Change to Remote Working
With secure technology readily at
hand, the majority of employees
worked remotely, with skeleton staff
remaining physically in the office. Like
with many other workplaces, this was
a first for us. But I must say it was a
positive experience, as not only was
performance maintained, but in some
cases, it even superseded expectations,
mitigating the potential impact on
our operations while safeguarding the
team. Even the momentum of staff
training – which I strongly believe
in and push – was maintained as
courses and seminars went online.
With this comfort, the Agency
went ahead with its file processing
and its four-tier due diligence work as
usual, revising operational procedures
where necessary to adapt to remote
working and re-distributing work flows
accordingly, without compromising on
our standards and quality benchmarks.
Submission of applications via our
accredited agents continued, and
letters of approvals as well as residence
certificates were issued normally.
The only area where Covid-19 had
an impact on the Malta Residence and
Visa Programme - the MRVP - is where
agents had difficulties in reaching
out to applicants in order to prepare
applications and documentation or
to seek clarifications. We understood
this challenge and supported
applicants coming from affected
regions by suspending deadlines
Investment Migration Yearbook 2O2O/2O21
on response times. We understand
this was greatly appreciated.
Appointments for the taking of
biometrics were also stalled because
potential beneficiaries of Maltese second
residency could not fly into the country
for the taking of biometric data.
Productivity Rise
In the meantime, we processed more
applications than ever, successfully
addressing a backlog of pending
files and significantly bringing down
waiting time. Indeed, our output this
year has already surpassed that of 2019.
We achieved this by investing heavily
in an operational rehaul involving
recruitment, training and outsourcing.
This figure is set to increase further
as we continue putting into place
measures that improve our efficiencies.
Our turnaround time for applications
has also hit the five-month mark, from
submission of a complete and correct file.
We also worked against all odds and
moved into new offices. We overcame
issues of disrupted supply chains
and delivery dates flying out of the
window, to move in and immediately
start giving a superior service to
agents from brand new premises.
I must say we are proud of the
fact that, unlike other competitor
programmes, some of which even closed
their doors completely, the MRVA
maintained its quality service offering,
while making sure all health measures
were taken to safeguard the team.
New Modes of Working
Our aim at MRVA is to sustain a
competitive programme in terms of
benefits offered to applicants as well
as to increase efficiencies without
compromising the rigorous due diligence
that applications undergo. Our swift
adaptation to new modes of working
meant we could continue meeting
our targets. We are now continuing
investing in IT in order to facilitate online
application submission, which will
further contribute to us going digital and
help maintain our productivity gains.
As we still contend with the effects
of Covid-19, we are optimistic that, like
most businesses in Malta, the MRVP
will rise to the current challenges
and continue to be the popular
programme it is, attracting important
foreign direct investment to Malta.
While offering families from third
countries a chance at a second residency
and another world of possibilities in
a safe and stable country, the ultimate
aim is that funds generated by the Malta
Residence and Visa Programme are
channelled towards Malta’s consolidated
fund with direct benefits to our citizens.
Charles Mizzi was
BIO appointed Chief Executive
Officer of the Malta
Residency Visa Agency in February
2019. He began his career in the
banking sector and worked with
a number of local banks, where
he occupied several roles in the
marketing department. In October
2014, he became Executive
Director Media and Marketing
of the Maltese Presidency for
the European Council. In 2017,
he joined the Individual Investor
Programme Agency as Chief
Officer for Communications and
Business Development, garnering
important experience in the sector.