HMPO Digital Customer Services Team

HMPO Digital Customer Services Team

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HM Passport Office’s (HMPO) Digital Customer Services (DCS) project team headed by Neil Carne is leading the way for Government Digital services by delivering an online application service for all customers who want to apply for, renew or replace a passport. This means that the application, photo, payment and follow up notifications are all done via digital means,ultimately leading to shorter processing times, decreased costs (which are passed on to the customer) and allowing application progress tracking; enabling queries to be resolved quicker.

The service was launched in June 2016 and to maximise benefits to customers the service is being developed and rolled out incrementally to certain applicant types. Since then the service has expanded to enable several customer groups to renew their passport online, and earlier this month reached a significant milestone of having processed 2 million applications.

DCS allows for the provision of a 24/7 service, negates the need to write cheques and removes the requirement for customers to physically sign a declaration. In addition to this, it provides the facility to either take and submit your own photograph on personal devices or upload a photo-booth photo to the application using a code.