Applying for your passport online

wo years ago, HM Passport Workplace (HMPO) introduced a brand-new digital service to permit British passport owners to restore their passport online. Ever since, around 2 million on-line revivals have actually been finished.

Currently, customers can additionally apply for their initial adult British passport online. This new service improves the present digital renewal functions that include the innovative picture upload tool, online statement as well as clear support.

Before this brand-new service, individuals were frequently confused regarding what papers they required, attending meetings as well as the process of getting their identification validated, called a countersignature.

The Digital Customer Solutions (DCS) group at HMPO functioned to boost all these pain factors.
Clearer and easier

The new solution provides individuals with a passport photo template throughout the application trip.

For example, after responding to some first inquiries to verify newbie passport standing, individuals see step-by-step details regarding the process as well as what they’ll need to do at each stage.

The new service also streamlined the assistance about what records must be sent out in to support an application.

Prior to, users had to find out from tables what files were relevant to them. Now, after responding to some concerns, they are shown a particular listing of records.

In addition to being much better for the customer, the more clear guidance lowers the caseworker lots, with less time spent time invested asking, as well as waiting, for the right files.
Digital identification verification

In a significant development for HMPO, the brand-new solution gets rid of the need for individuals to get the back of their picture signed by a good friend or associate (countersigning an application).

Instead, customers give the name and email address of the individual they would love to confirm their identity. The person then obtains an email with a web link and recommendation number.

After utilizing these to log in, the individual responds to some concerns concerning the customer as well as confirms that their photo is a true similarity of them.

So far, so great

Up until now, the solution has been well received by customers, with positive feedback comments.

It has actually also been shortlisted for 2 awards: the very best Customer support Co-Creation/Collaboration category in the Institute of Customer Service UK Contentment Awards, and the Digital Honor at the Public Service Honors.
What’s next?

The DCS team is currently building on the solution to allow 12 to 15-year olds restore as well as replace their harmed passport online.

These new improvements lead the way for the group to iterate and also deliver more intricate solutions, consisting of first-time kid as well as 0 to 11-year old renewal applications.

Philippa Manley, Replacement Supervisor at HMPO, said: “Opening our electronic client service to very first time grown-up passport candidates is another substantial progression.

” It’s been truly exciting to see a lot of groups teaming up and also improving this to tackle the much more complicated consumer journeys, along with remaining to improve the core solution.

” Hitting these landmarks as well as providing as assured gives me terrific self-confidence for our future solution stipulation.”