Description

While information is available on our website, many customers prefer to talk to a Customer Service Representative (CSR) who can guide them through the process on: how and where to apply for first time or to renew; processing times, routine vs. expedited service; scheduling an appointment at a passport agency for urgent travel and life/death emergencies; checking the status of their previously submitted application and upgrades to expedited service; reporting their passport lost or stolen; or addressing a problem with their newly issued passport or the return of evidence documents. The contact center is also a liaison, facilitating 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

Prior to COVID, Passport Services typically issued up to approximately 20+ million passports annually. Our contact center typically received approximately 5 million calls annually.

Description

Many of our customers expect to have 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 (processing times: routine vs. expedited service), how to schedule an appointment at a passport agency for urgent travel and life-or-death emergencies, to check the status of their passport application, request an upgrade to faster service, address a problem with their newly-issued passport or return of original citizenship documents, and report their passport lost or stolen.

More than two-thirds of our customers rely on the website as the primary source of information about how to apply for passport. This service provides 24/7 access to accurate, clear information on applying for a passport and self-service tools such as an application status checker, a form filler, and more.

In 2022, BCA will be launching an online passport renewal service, which will no longer require most Americans to have to print out forms and mail original documents.

Why this service was designated

In FY 2021, our 24/7 self-service tools such as our passport status check and reporting a passport lost or stolen remained popular. Customers checked their application status online over 46 million times, and over 205,000 customers reported their passports lost or stolen online. A total of 48 million customers visited our website in FY 2021.

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.