John Brassil (Kerry, Fianna Fail)
Link to this: Individually | In context | Oireachtas source

153. To ask the Minister for Foreign Affairs and Trade if his Department will make special arrangements to provide additional staff, working hours and supports to the Passport Office to address the large backlog in passport applications; and if he will make a statement on the matter. [13565/18]

Simon Coveney (Cork South Central, Fine Gael)
Link to this: Individually | In context | Oireachtas source

The Passport Service is currently processing over 70,000 passport applications. These applications are going through the normal checking, processing and security stages.

The target turnaround time for applications made via the online passport application service is 10 working days plus postage. The majority of online applications are currently being processed within 5 working days, well ahead of this target. The award winning online service currently accommodates adult renewals and passport card applications and it is planned to further extend this service to other categories of renewals by the end of 2018. I would urge applicants wishing to renew their passports, whether residing in Ireland or overseas, to avail of the online passport application service where possible.

The average turnaround time for renewal applications submitted through Passport Express is currently 14 working days, one day ahead of the target turnaround time of 15 working days. Other types of application submitted through Passport Express, such as first time applications or applications to replace lost, stolen or damaged passports take longer due to additional security checks.

In recent weeks we had higher than average turnaround times for some categories of application owing to high application volumes and disruption caused by adverse weather conditions and the subsequent closure of the Dublin and Cork passport offices for 2 days. However as outlined the turnaround times have considerably reduce and in many cases are now shorter than the published target times. My Department continues to closely monitor the level of passport demand to ensure that all resources are effectively deployed. Measures taken by the Passport Service include the recruitment of additional staff and the use of targeted overtime.

The number of Full Time Equivalent (FTE) staff permanently employed by my Department and assigned to the Passport Service stood at 322 at the beginning of the year. This compares to 310 FTE staff assigned to the Passport Service at the same point last year. This year, since these figures were released, over 20 additional permanent staff have started with the Passport Service.

In addition to this, in order to respond to seasonal demands and application increases, the Passport Service received sanction for 220 Temporary Clerical Officers (“TCOs”) to be appointed to the Passport Offices in Dublin and Cork this year. The vast majority of these TCOs are already in place with the remaining TCOs expected to be fully trained and in place by the end of March at the latest. Targeted overtime for the Passport Service was also sanctioned to increase processing capacity.

In managing increasing application volumes, my Department’s approach has not been merely to recruit or assign additional staff but to continue to implement service improvements in order to provide an exceptional service and minimise the impact high application volumes have on turnaround times. The Passport Reform Programme is delivering major upgrades to the passport service technology platforms and business processes as well as significant customer service improvements. The award winning online passport application service will continue to make a major contribution to the effective management of application volumes by allowing existing resources to be more effectively deployed within the Passport Service.