Recommendation 25

HMPO’s ultimate plan is for its digital system to be able to process paper applications, by scanning these onto the system. While it wants to reduce the amount of paper-based applications, it told us that it did not plan to completely remove the option for customers to apply on paper, as some customers may not be able to apply digitally.41 However, we challenged HMPO and the Department on the risk that its data storage contract for its paper-based system is due to expire in 2024, prior to the 2025 likely completion of its digital transformation programme. We asked the Department how it could be confident that 36 Qq 111–114 37 C&AG’s Report paras 1.6, 4.8–4.9 38 C&AG’s Report paras 4.8, 4.10 39 Qq 100–101 40 Qq 25, 130 41 Qq 131–134 Investigation into the UK Passport Office 15 there would not be a gap between the two systems. The Department told us that it would “absolutely ensure that there is no gap” and it would not ‘turn off’ the existing system until the new one was ready.42 Following our evidence session, the Department wrote to us, stating that it is working with the supplier of the data storage to finalise terms to extend the contract until the paper-based system has been fully replaced. The Department also told us that it was evaluating options to bring the transformation programme’s completion date forward.43 Managing future demand