The Ministry of Internal Affairs continues to work to improve service quality, make services more accessible to citizens, and respond promptly and effectively to the issues they raise.

On 6 November, the HayPass Service Centre at the Megamall shopping centre welcomed media representatives.

During the tour, journalists were accompanied by Nelly Davtyan, Head of the Migration and Citizenship Service of the Ministry of Internal Affairs, and Régis Bouchier, Chief Executive Officer of HayPass. They learned how the centre operates, how it serves citizens, and how new biometric documents are issued.

From pre-registration to the acceptance of applications, each stage follows established procedures and is supported by modern technology. The centre’s staff explained their roles, walked journalists through the service process, and presented the centre’s technical capabilities.

Citizens shared their experiences at the centre, offered their views on the quality of service, and made suggestions for improvement. Direct communication with citizens and gathering their feedback are key principles of the Ministry’s work.

During the tour, Nelly Davtyan and Régis Bouchier spoke with citizens at the centre, listened to their concerns and suggestions, answered their questions, and discussed possible solutions on the spot.

The tour concluded with a press briefing. Nelly Davtyan and Régis Bouchier answered journalists’ questions about the procedures for issuing new biometric documents, how services are organised, and issues of concern to citizens.