Home Office (HM Passport Office)

HM Passport Office's Digital Application Processing service has transformed passport application processing. Built in-house, the project has co-designed a caseworking system with its users, achieving significant speed and quality improvements through digitisation and automation. It is now processing over 70% of all passport applications.

DAP uses a cloud-based storage solution to break the link between the paperwork provided by 6.5 million citizens annually, and where their application is actually processed. For the first time, casework can be distributed to any passport office on demand. In future, it will eliminate more requirements for paper by linking directly to the General Register Office.