Two years ago, HM Passport Office (HMPO) presented a brand-new electronic service to enable British passport owners to restore their passport online. Ever since, around 2 million on the internet renewals have been completed.
Currently, customers can likewise make an application for their very first adult British passport online. This new service builds on the existing digital revival functions which include the cutting-edge passport photo upload device, online statement and also clear guidance.
Before this brand-new solution, users were usually overwhelmed concerning what documents they required, attending interviews and the procedure of getting their identification validated, known as a countersignature.
The Digital Client Services (DCS) team at HMPO functioned to enhance all these discomfort points.
Clearer as well as simpler
The new service supplies users with contextual assistance throughout the application trip.
For instance, after responding to some initial concerns to validate newbie passport standing, customers see step-by-step info about the process as well as what they’ll require to do at each phase.
The brand-new solution likewise simplified the advice about what records must be sent out in to sustain an application.
Prior to, individuals needed to find out from tables what files were relevant to them. Now, after answering some inquiries, they are revealed a details listing of papers.
Along with being far better for the user, the more clear assistance reduces the caseworker load, with less time spent time invested asking, and waiting, for the best files.
Digital identity verification
In a substantial growth for HMPO, the new solution eliminates the requirement for customers to obtain the rear of their photo authorized by a friend or associate (countersigning an application).
Instead, users provide the name and email address of the individual they would like to validate their identification. The individual then obtains an email with a link as well as recommendation number.
After using these to log in, the individual addresses some inquiries concerning the user as well as confirms that their picture is a real similarity of them.
Up until now, so great
Up until now, the solution has actually been well received by users, with favorable responses comments.
It has likewise been shortlisted for 2 awards: the most effective Customer Service Co-Creation/Collaboration category in the Institute of Customer Service UK Fulfillment Honors, as well as the Digital Honor at the Public Service Awards.
The DCS group is currently building on the service to allow 12 to 15-year olds renew as well as change their damaged passport online.
These new enhancements lead the way for the group to iterate as well as provide even more complicated solutions, including first-time youngster and 0 to 11-year old revival applications.
Philippa Manley, Replacement Director at HMPO, claimed: “Opening our electronic client service to very first time grown-up passport candidates is another significant progression.
” It’s been really interesting to see a lot of teams collaborating and also building on this to tackle the extra intricate client journeys, along with continuing to improve the core service.
” Striking these turning points and delivering as promised provides me fantastic self-confidence for our future service arrangement.”