Shortcomings in HM Passport Office’s (HMPO) digital application system have contributed to the delays for hundreds of thousands of people in receiving passports, according to the government auditor’s report.
The National Audit Office says that overall HMPO processed record numbers of applications as demand rose amid the lifting of Covid-19 travel restrictions, totalling 6.9 million from January to September this year. But around 360,000 applicants – 5% of the total – were kept waiting for at least 10 weeks.
The capacity to process applications within expected timeframes was affected by three interlinked areas.
Firstly, limitations in processing applications digitally meant that more applications were required to be processed on paper. This resulted in 134,000 digital applications being moved to the less efficient, paper based system.
The report says the agency’s digital system does not allow for applications to be prioritised or linked, in cases such as for siblings relying on the same supporting documentation, which prompted these to be moved to a manual system.
Meanwhile, weaknesses in management information meant that staff could not tell when a case had been moved from digital to manual and the age of some applications was recorded incorrectly.
In addition, HMPO trained many of its new staff to use the digital system, and as more applications were moved to paper it lacked the capacity to process them.
Service level failures
Secondly, some suppliers failed to meet service levels as demand increased. In particular, media reports of delays pushed more people to call the telephone helpline for reassurance, placing greater pressure on services.
Thirdly, HMPO responded to customers' concerns by prioritising passports for those with imminent travel and moving experienced staff to deal with customers rather than processing passports.
The report adds that the agency’s digital transformation has been delayed by the Covid-19 pandemic. It may now not be complete until 2025-26 compared with an initial deadline of 31 March this year.
The Infrastructure and Projects Authority rated it red in its review of August 2022 and recommended it should not proceed to the next phase until HMPO has managed risks to an acceptable level. The agency is reportedly working to respond to the recommendation.
Head of the NAO Gareth Davis said: "HM Passport Office processed a record number of applications amid unprecedented demand. But limitations in its systems, coupled with difficulties in keeping up with higher than average numbers of customers contributed to delays for hundreds of thousands of people, creating anxiety for those with travel plans and hampering people's ability to prove their identity.
“HMPO must now learn the lessons from this year and prepare for similar levels of demand that are expected in 2023."
