Source · Select Committees · Public Accounts Committee
Recommendation 8
8
Acknowledged
Given that the total demand in 2022 was lower than predicted, we asked the Department...
Conclusion
Given that the total demand in 2022 was lower than predicted, we asked the Department how it would have managed had the total number of applications been 9.5 million as it predicted. The Department told us that its performance would have depended on when applications were received, but accepted that if the additional 1 million applications had been received in one of its busiest weeks in March, April or May, it would have been “very difficult indeed”.10 The impact of delays on customers
Government Response Summary
The government acknowledged the challenges experienced in early-2022 and described improvements made to deliver consistent high standards of service, including workflow management, customer contact services, digital solutions, and staffing model.
Government Response
Acknowledged
HM Government
Acknowledged
6.2 In response to the challenges experienced in early-2022, HM Passport Office has worked to deliver a number of improvements to that has delivered consistent high standards of service that its customers rightfully expect. 6.3 This includes improved workflow management information and analytics, which has delivered significantly improved oversight of work in progress, and better enabling the proactive management of its queues. Alongside this, HM Passport Office has acted to add greater resilience to its provision of customer contact services by appointing an additional supplier to handle approximately 25% of calls to the Passport Adviceline. 6.4 It has also continued to develop its digital solutions, approximately 89% of applications begin their processing through DAP, with 81% completed end-to-end. 6.5 In addition, HM Passport Office has developed an ambitious, flexible and responsive staffing model to meet passport demand, and to provide the best service possible to its customers.