Description
Passport Services is a directorate within the Bureau of Consular Affairs at the U.S. Department of State. The mission of Passport Services is to facilitate international travel and enhance national security by issuing secure travel documents to U.S. citizens and nationals while providing the highest level of customer service, professionalism, and integrity. It has the most interactions with U.S. citizens than any other bureau with the Department. In Fiscal Year 2018, Passport Services issued 21.1 million passport books and cards. There are currently 127 million valid U.S. passports and 42 percent of all U.S. citizens have a passport. U.S. citizens can apply for their passport at one of the 27 domestic passport agencies or centers or at one of the 7,600 passport acceptance facilities located throughout the U.S. Citizens can also renew their passport conveniently through the mail. The key services offered are information and assistance in applying for, renewing and reporting a lost or stolen passport; the processing of applications and issuance of passports; and 24/7 availability of duty officers to assist customers with life and death emergencies. Customers can receive information on how to apply, access passport application forms, locate a nearby passport acceptance facility and schedule an appointment online at a passport agency by visiting the Department’s official website at travel.state.gov.
Designated Services
Previously-reported Services
Getting help getting a passport
Description
The Bureau of Consular Affairs operates a contact center where customers may speak with a Customer Service Representative (CSR) to guide them through the process of applying for a passport for the first time or renewing a passport, scheduling an appointment at a passport agency for urgent travel and life/death emergencies, checking the status of their previously submitted application, reporting their passport lost or stolen, and addressing a problem with their newly issued passport, among other issues. The contact center also facilitates communication between customers and passport agency personnel and assists Congressional office staff who are reaching out on behalf of their constituents.
Why this service was designated
In fiscal year 2022, Passport Services issued approximately 22 million passports. Our contact center received approximately 8.2 million calls.
Using online passport services
Description
The expectations of our customers for a modern-day passport service are clear. They want 24/7 access to a website for answers to their passport questions including how and where to apply and renew a passport, how long it takes to get a passport, how to schedule an appointment at a passport agency for urgent travel and life-or-death emergencies, and how to check the status of their passport application, among others. More than two-thirds of our customers rely on our website as the primary source of accurate and clear information and access self-service tools such as an application status checker, a form filler, and more. In 2022, BCA began piloting an online passport renewal service, which no longer requires most Americans to have to print out forms and mail original documents. The service will be available to all qualified citizens in late 2023.
Why this service was designated
In fiscal year 2022, over 200 million customers visited our website. Over 36 million customers checked their application status online and over 205,000 customers reported their passports lost or stolen online. Our website analytics data suggests that online is becoming the principal channel with which our customers engage with our services.
Previously-reported Services
Prior to the first service designation exercise in 2022, HISPs were collecting data using methods unique to each agency, resulting in data that was not standardized. This previously-reported data was collected to increase visibility and awareness regarding customer experience through feedback data. Per A-11 guidance, service providers will collect feedback in a more standardized way.
Passport Services
Description
Passport Services is a directorate within the Bureau of Consular Affairs at the U.S. Department of State. The mission of Passport Services is to facilitate international travel and enhance national security by issuing secure travel documents to U.S. citizens and nationals while providing the highest level of customer service, professionalism, and integrity. It has the most interactions with U.S. citizens than any other bureau with the Department. In Fiscal Year 2018, Passport Services issued 21.1 million passport books and cards. There are currently 127 million valid U.S. passports and 42 percent of all U.S. citizens have a passport. U.S. citizens can apply for their passport at one of the 27 domestic passport agencies or centers or at one of the 7,600 passport acceptance facilities located throughout the U.S. Citizens can also renew their passport conveniently through the mail. The key services offered are information and assistance in applying for, renewing and reporting a lost or stolen passport; the processing of applications and issuance of passports; and 24/7 availability of duty officers to assist customers with life and death emergencies. Customers can receive information on how to apply, access passport application forms, locate a nearby passport acceptance facility and schedule an appointment online at a passport agency by visiting the Department’s official website at travel.state.gov.
Quarterly data reported
Q1 2023
What we learned from this quarter's data:
Our processing times were lower from the same period last year but have not yet reached pre-pandemic processing times. We continued to promote many self-service options for customers, such as our Online Status Check, comprehensive information on how to apply, access to application forms, and filing online to report a passport as lost or stolen. We found that many customers who had upcoming travel, had already applied but not yet received their passport, preferred to speak with a customer service representative (CSR) at our contact center, so we allocated resources to ensure that these customers received assistance from CSRs. CSRs also directly helped customers who had received their passports but not their supporting documents which are mailed to them separately. We will continue to add back CSR services so that customers have the option to receive assistance through self-service tools or by speaking to a representative.
Service details
Transaction point: Desktop and mobile devices
Channel: computer
People served: 15610476
Surveys offered: 78052
Responses: 657
Transaction point: Immediately following a phone call with a customer service representative
Channel: automated_phone
People served: 1381033
Surveys offered: 69051
Responses: 1124
Q4 2022
What we learned from this quarter's data:
Passport Services received 4,441,742 passport applications for processing during FY 22 Q4 . In FY 22, we issued a total of 18.7 million passport products, which exceeded our issuances prior to the pandemic. In early September, passport processing times were reduced, and we are working hard to continue lowering them with the goal of reaching pre-pandemic times sometime in FY 23. Our contact center answered a total of 6.7 million calls, with a 93% answer rate in FY 22. The total number of calls received was 38% higher than the total in FY 19. We continued to promote many self-service options for customers, such as our Online Status Check, comprehensive information on how to apply, access to application forms, and filing online to report a passport as lost or stolen.
Service details
Transaction point: Desktop and mobile devices
Channel: computer
People served: 15479888
Surveys offered: 77399
Responses: 671
Transaction point: Immediately following a phone call with a customer service representative
Channel: automated_phone
People served: 1690055
Surveys offered: 84503
Responses: 1042
Q3 2022
What we learned from this quarter's data:
Passport Services received 5,438,532 passport applications for processing during FY 22 Q3. Much of the increase in demand was a result of COVID 19 restrictions being lifted from many popular international destinations. We lowered our processing times from the same period last year, but have not yet reached our pre-pandemic processing times. We continued to promote many self-service options for customers, such as our Online Status Check, comprehensive information on how to apply, access to application forms, and filing online to report a passport as lost or stolen. We found that many customers who had upcoming travel, had already applied but not yet received their passport, preferred to speak with a customer service representative (CSR) at our contact center, so we allocated resources to ensure that these customers received assistance from CSRs.
Service details
Transaction point: Desktop and mobile devices
Channel: computer
People served: 16889045
Surveys offered: 84445
Responses: 615
Transaction point: Immediately following a phone call with a customer service representative
Channel: automated_phone
People served: 2352139
Surveys offered: 235214
Responses: 6684
Q2 2022
What we learned from this quarter's data:
Passport Services started to place QR code stickers on new passports, which route customers to travel.state.gov. The stickers also include a short vanity URL (travel.state.gov/new) which customers can enter into their browser if they do not have a camera on their phone, or they are not using a mobile device. The QR codes have allowed us to reduce our reliance on paper-based inserts for communicating information and gain a better understanding of how many customers are engaging with our content. To date, approximately 10 percent of customers have scanned these QR codes and they are visiting an average of 1.5 webpages per session, especially country information webpages as they prepare for international travel.
Service details
Transaction point: Desktop and mobile devices
Channel: computer
People served: 16549089
Surveys offered: 82745
Responses: 643
Transaction point: Immediately following a phone call with a customer service representative
Channel: automated_phone
People served: 1468376
Surveys offered: 293675
Responses: 7590
Q1 2022
What we learned from this quarter's data:
With the measures taken last quarter and peak season behind us, we were able to make significant progress on the application backlog. Effective October 29, the published processing time for routine service was reduced from up to 16 weeks down to 8-11 weeks and expedited service was reduced from up to 10 weeks down to 5-7 weeks. The contact center call volume increased by almost 4% and achieved an answer rate of 93%, an 18% improvement over the previous quarter. We were able to maintain the increased appointment inventory reported in Q4, with approximately 12,000 agency appointments a week available for customers with urgent travel or a life or death emergency.
Service details
Transaction point: Desktop and mobile devices
Channel: computer
People served: 12495791
Surveys offered: 144981
Responses: 441
Transaction point: Immediately following a phone call with a customer service representative
Channel: automated_phone
People served: 1432567
Surveys offered: 286514
Responses: 3024
Q3 2021
What we learned from this quarter's data:
On March 19, 2020 Passport Services suspended expedIted service and limited passport agencies to only permit customers with a life or death emergency, traveling within 72 hours, to apply in person at a passport agency and receive immediate service. We also served those who needed to travel immediately for COVID-19 related humanitarian causes and for national security reasons. These limited operations extended throughout FY 2020 Quarter 3. We permitted customers to continue to apply for their passport (routine service only) at a passport acceptance facility or by renewing through the mail but were unable to publish processing times. On September 28, 2020 we re-established processing times for routine and expedited service as more of our employees returned safely to work. The processing times are 10 to 12 weeks for routine service and 4 to 6 weeks for expedited service. We also continued to serve customers with life or death emergencies at our passport agencies and opened up a limited number of regular appointments for those who are travelling within 3 business days. Our ability to serve customers applying in-person at a passport agency remained extremely limited in FY 21 Q2 due to COVID-19 conditions and our commitment to the safety of our employees and customers. Our website, contact centers, and social media platforms have provided customers with up-to-date information on passport operations since March 19, 2020.
Service details
Transaction point: Desktop and mobile devices
Channel: computer
People served: 14863707
Surveys offered: 142478
Responses: 1646
Transaction point: Immediately following a phone call with a customer service representative
Channel: automated_phone
People served: 1834063
Surveys offered: 22960
Responses: 2296
Q2 2021
What we learned from this quarter's data:
On March 19, 2020 Passport Services suspended expedted service and limited passport agencies to only permit customers with a life or death emergency, traveling within 72 hours, to apply in person at a passport agency and receive immediate service. We also served those who needed to travel immediately for COVID-19 related humanatarian causes and for national security reasons. These limited operations extended throughout FY 2020 Quarter 3. We permitted customers to continue to apply for their passport (routine service only) at a passport acceptance facility or by renewing through the mail but were unable to publish processing times. On September 28, 2020 we re-established processing times for routine and expedited service as more of our employees returned safely to work. The processing times are 10 to 12 weeks for routine service and 4 to 6 weeks for expedited service. We also continued to serve customers with life or death emergencies at our passport agencies and opened up a limited number of regular appointments for those who are travelling within 3 business days. Our ability to serve customers applying in-person at a passport agency remained extremely limited in FY 21 Q2 due to COVID-19 conditions and our commitment to the safety of our employees and customers. Our website, contact centers, and social media platforms have provided customers with up-to-date information on passport operations since March 19, 2020.
Service details
Transaction point: Desktop and mobile devices
Channel: computer
People served: 11896460
Surveys offered: 140802
Responses: 6456
Transaction point: Immediately following a phone call with a customer service representative
Channel: automated_phone
People served: 1309231
Surveys offered: 130923
Responses: 2574
Q1 2021
What we learned from this quarter's data:
On March 19, 2020 Passport Services suspended expedted service and limited passport agencies to only permit customers with a life or death emergency, traveling within 72 hours, to apply in person at a passport agency and receive immediate service. We also served those who needed to travel immediately for COVID-19 related humanatarian causes and for national security reasons. These limited operations extended throughout FY 2020 Quarter 3. We permitted customers to continue to apply for their passport (routine service only) at a passport acceptance facility or by renewing through the mail but were unable to publish processing times. On September 28, 2020 we re-established processing times for routine and expedited service as more of our employees returned safely to work. The processing times are 10 to 12 weeks for routine service and 4 to 6 weeks for expedited service. We also continued to serve customers with life or death emergencies at our passport agencies and opened up a limited number of regular appointments for those who are travelling within 3 business days. Our ability to serve customers applying in-person at a passport agency remained limited in FY 21 Q1 due to COVID-19 conditions and our commitment to the safety of our employees and customers. Our website, contact centers, and social media platforms have provided customers with up-to-date information on passport operations since March 19, 2020.
Service details
Transaction point: Desktop and mobile devices
Channel: computer
People served: 7578788
Surveys offered: 129571
Responses: 4706
Transaction point: Immediately following a phone call with a customer service representative
Channel: automated_phone
People served: 1114284
Surveys offered: 111428
Responses: 2260