Micheál Martin (Cork South Central, Fianna Fail) | Oireachtas source

I propose to take Questions Nos. 65 and 67 together.

Last year was an exceptionally busy year for the passport service, with over 1.085 million passports issued. This represents the first time in the history of the State that over 1 million passports were issued in a calendar year. The passport service surpassed its previous busiest year of 2019, when 935,000 passports were issued. The year 2023 is set to be similarly busy. In recent weeks, there has been a marked increase in applications received, signifying that the next busy season for passports is commencing. Applications have increased from an average of 1,400 per day in December to almost 5,000 per day in recent weeks. The majority of online renewal applications are currently being processed in three working days or less.

Thanks to significant investment by the Government and the dedicated work of the passport service staff, substantial improvements were made in 2022 and full normal service was restored. All processing times for applications are in line with normal pre-Covid processing times.

In recent months, my Department has been planning to ensure that demand for passports continues to be met in 2023 with target processing times maintained throughout the year. Staffing of the passport service to respond to demand continues to be a priority for my Department in 2023 and is kept under constant review. My Department ran 15 competitions in 2021 and 2022 to address staffing needs in the passport service. New office space on the Balbriggan campus is now open and provides more than 200 additional workstations to accommodate the increase in staff numbers. The focus on intensive training and upskilling of staff in 2022 has increased the resources available that can process complex applications, such as first-time child applications.

My Department is also actively working to assign new staff to the passport service throughout the first quarter of this year. Approximately 100 successful candidates from a temporary clerical officer competition run by the Department are currently going through the Garda vetting process and will be assigned in the coming weeks and months.

The passport service's customer service hub saw a record-breaking 2,615 calls answered on Monday, 23 January. Currently, 100% of calls received are being answered. The staffing plan for 2023 aims to ensure that excellent customer service is maintained during periods of peak demand. Passport Online can be used by 97% of applicants across the world for both first time and renewal applications. The Passport Online service is four times faster than paper-based applications for adult and child renewal applications. Over 90% of applicants now apply through Passport Online.

The passport service is pursuing a digital first strategy, which promotes Passport Online as the easiest, quickest and cheapest way to apply for a passport. The focus of our current communications campaign for winter-spring 2023 is to highlight the benefits of the digital-first approach, in that Passport Online is the most efficient way to apply for one's passport. The campaign also reminds citizens to check their passport is in date.

Indications are that the campaign is having the desired impact. January application numbers to date in 2023 have increased by 24% when compared with the same period in 2022. Additionally, we have seen a 245% increase in website traffic to dfa.ie/passportscompared to early December, prior to the campaign. The passport service's website is regularly updated to ensure that clear information is given to applicants regarding the documentary requirements for their application, including in relation to a change of name.

I am confident the staffing and accommodation measures implemented, along with other improvements, will continue to have a positive impact on passport processing times for 2023.

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