Investigation into the UK Passport Office

Public Accounts Committee Closed Inquiry
Opened: 8 Nov 2022 Closed: 27 Jun 2023 Parliament page
The number of passport applications increased significantly in 2022 after the lifting of COVID-19 international travel restrictions and a lengthy backlog of passport applications has developed, causing delays. The Committee will question senior officials at the Home Office on trends in passport applications in the past and since the COVID-19 … Read more
9 Recommendations
20 Conclusions
1 Report
1 Oral session
1 Letter
1 Event
Activity timeline 5 events
27 Jun
2023
Report published
6 Apr
2023
Report published
23 Jan
2023
Correspondence
19 Dec
2022
Oral evidence
19 Dec
2022
Formal meeting (oral evidence session) · The Grimond Room, Portcullis House
Oral evidence sessions 1 session
19 Dec 2022
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Investigation into the UK Passport Office
Matthew Rycroft CBE · Home Office Thomas Greig · HM Passport Office Tricia Hayes CB · Home Office
Title HC No. Published Items Response
Forty-Seventh Report - Investigation into the UK Passport Office HC 738 6 Apr 2023 29 Responded
Recommendations & Conclusions
7 results
Clear
1 Conclusion Acknowledged
Forty-Seventh Report - Investigati…
On the basis of a report by the Comptroller and Auditor General, we took evidence...
On the basis of a report by the Comptroller and Auditor General, we took evidence from the Home Office (the Department) and His Majesty’s Passport Office (HMPO) on HMPO’s performance processing passport applications in 2022.1
Government Response
The government agrees with the Committee’s recommendation.
HM Treasury
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7 Conclusion Acknowledged
Forty-Seventh Report - Investigati…
We asked the Department how satisfied it was with HMPO’s performance in meeting customer expectations...
We asked the Department how satisfied it was with HMPO’s performance in meeting customer expectations in the spring and summer of 2022. The Department asserted that, given the number of applications that had been processed, there were some things to … Read more
Government Response
The government acknowledged the challenges experienced in early-2022 and described improvements made to deliver consistent high standards of service, including workflow management, customer contact services, digital solutions, and staffing model.
HM Treasury
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8 Conclusion Acknowledged
Forty-Seventh Report - Investigati…
Given that the total demand in 2022 was lower than predicted, we asked the Department...
Given that the total demand in 2022 was lower than predicted, we asked the Department how it would have managed had the total number of applications been 9.5 million as it predicted. The Department told us that its performance would … Read more
Government Response
The government acknowledged the challenges experienced in early-2022 and described improvements made to deliver consistent high standards of service, including workflow management, customer contact services, digital solutions, and staffing model.
HM Treasury
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9 Conclusion Acknowledged
Forty-Seventh Report - Investigati…
Between January and September 2022, around 360,000 people did not receive their passports within 10...
Between January and September 2022, around 360,000 people did not receive their passports within 10 weeks. The Department asserted that when it became aware that a customer needed to travel, it would escalate that individual’s case, at no further cost.11 … Read more
Government Response
The government acknowledged the challenges experienced in early-2022 and described improvements made to deliver consistent high standards of service, including workflow management, customer contact services, digital solutions, and staffing model.
HM Treasury
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14 Conclusion Acknowledged
Forty-Seventh Report - Investigati…
HMPO issues guidance to let customers know how long it takes to process a standard...
HMPO issues guidance to let customers know how long it takes to process a standard passport application; this is currently set at 10 weeks.23 We asked HMPO to clarify whether this included the time it took for an application to … Read more
Government Response
The government acknowledges that approximately 5 million people delayed their passport application due to the COVID-19 pandemic and will continue to advise people to allow up to ten weeks to get their passport, however the processing time guidance will be returned to pre- pandemic timeframes in due course.
HM Treasury
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17 Conclusion Acknowledged
Forty-Seventh Report - Investigati…
HMPO had not planned for the large number of applications that needed to be transferred,...
HMPO had not planned for the large number of applications that needed to be transferred, and the process is labour-intensive for Sopra Steria Ltd., which has to move the applications from one system to the other. HMPO told us that … Read more
Government Response
The government states that they agree with the Committee’s recommendation, but proceeds to describe actions already taken to improve the procurement and management of third-party suppliers and improve the work of Teleperformance and Sopra Steria, rather than committing to new action.
HM Treasury
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26 Conclusion Acknowledged
Forty-Seventh Report - Investigati…
HMPO estimated that at least three million customers who delayed renewing or applying for their...
HMPO estimated that at least three million customers who delayed renewing or applying for their passports due to the COVID-19 pandemic and have not yet done so. At the time of the NAO report, it expected to receive approximately 9.8 … Read more
Government Response
The government acknowledges that approximately 5 million people delayed their passport application due to the COVID-19 pandemic and will continue to advise people to allow up to ten weeks to get their passport, however the processing time guidance will be returned to pre- pandemic timeframes in due course.
HM Treasury
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Government Response AI assessment · 25 of 9 classified
Accepted 17
Acknowledged 7
Rejected 1
Total 9 recs + 20 conclusions
Correspondence 1 letter
23 Jan 2023 Correspondence from Sir Matthew Rycroft, Permanent Secretary, Home Office, re update on Investigation into the Passport Office, dated 18 January 2023
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