Forty-Seventh Report - Investigation into the UK Passport Office

Select Committee
Public Accounts Committee HC 738 6 April 2023
Report Status Government responded
Conclusions & Recommendations 29 items (9 recs)
Source View on Parliament website
Government Response (AI assessment · 28 of 29 classified)
Accepted 19
Acknowledged 7
Rejected 2
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
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Recommendations & Conclusions

2 results
2 Recommendation Rejected
The Department has demonstrated a worrying lack of curiosity about the human impact of HMPO’s...
Recommendation
The Department has demonstrated a worrying lack of curiosity about the human impact of HMPO’s poor service or who its customers were. HMPO is unable to say how many people were forced to cancel their travel plans because of their … Read more
Government Response Summary
The government disagrees with the recommendation, asserting that excellent customer service has always been at the forefront of HM Passport Office’s policy-making and processes, and that they regularly gather feedback and monitor complaints.
HM Treasury
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29 Conclusion Rejected
The Home Affairs Committee examined delays to processing applications in 2014 and similarly concluded that...
Conclusion
The Home Affairs Committee examined delays to processing applications in 2014 and similarly concluded that the issue of service standards had been a persistent theme in the way the Department defended the delay in dealing with cases over several governments. … Read more
Government Response Summary
The government explicitly rejects the committee's observation, stating that excellent customer service is central to HMPO's policy and citing recent Customer Service Excellence reaccreditation and high customer satisfaction scores.
HM Treasury
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