A government spending watchdog has called on HM Passport Office (HMPO) to “learn the lessons” from this year as similar levels of demand are again expected in 2023.
The National Audit Office (NAO) said HMPO processed record numbers of applications in 2022 following the lifting of Covid-19 travel curbs – but there were delays for hundreds of thousands of people.
Between January and September 2022, 95% of customers received their passports within 10 weeks. However, about 360,000 experienced longer waits, said the NAO report into the well-publicised problems this year.
Gareth Davies, head of the NAO, 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.”
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As well as “limitations” in its systems, HMPO had also faced recruitment challenges and unsuccessful efforts to manage demand, said the NAO.
From January to September 2022, HMPO processed 6.9 million passport applications, an increase of 21% compared with the same period in 2019.
At least three million passport applications are still expected from people who did not renew or apply during the pandemic. HMPO therefore expects that it could see a further 9.8 million applications in 2023.
The NAO found that HMPO is already “actively engaged” in learning the lessons from its experience, by improving contact with customers, building future capacity to better manage demand, and completing its digital transformation.
The watchdog is urging HMPO to focus on improving how it manages customer expectations, improving its management information and working with the Home Office to develop a more flexible approach to managing higher demand for its services.
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