Forty-Seventh Report - Investigation into the UK Passport Office
Select Committee
Public Accounts Committee
HC 738
6 April 2023
Government response
Treasury minutes: Government response to the Committee of Public Accounts on the Forty seventh report from Session 2022-23 · published 27 Jun 2023
Recommendations & Conclusions
7 results
1
Conclusion
Acknowledged
On the basis of a report by the Comptroller and Auditor General, we took evidence...
Conclusion
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 Summary
The government agrees with the Committee’s recommendation.
HM Treasury
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7
Conclusion
Acknowledged
We asked the Department how satisfied it was with HMPO’s performance in meeting customer expectations...
Conclusion
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 …
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Government Response Summary
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
Given that the total demand in 2022 was lower than predicted, we asked the Department...
Conclusion
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 …
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Government Response Summary
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
Between January and September 2022, around 360,000 people did not receive their passports within 10...
Conclusion
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 …
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Government Response Summary
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
HMPO issues guidance to let customers know how long it takes to process a standard...
Conclusion
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 …
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Government Response Summary
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
HMPO had not planned for the large number of applications that needed to be transferred,...
Conclusion
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 …
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Government Response Summary
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
HMPO estimated that at least three million customers who delayed renewing or applying for their...
Conclusion
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 …
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Government Response Summary
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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