Written answers

Wednesday, 25 May 2022

Department of Foreign Affairs and Trade

Passport Services

Photo of Michael FitzmauriceMichael Fitzmaurice (Roscommon-Galway, Independent)
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61. To ask the Minister for Foreign Affairs and Trade if he will complete an investigation into the way that first-time passport applications are screened for processing in view of the recent long delays; if he will ensure that the applicants will be notified within seven days of submitting the initial application if there is an issue with same; and if he will make a statement on the matter. [26747/22]

Photo of Simon CoveneySimon Coveney (Cork South Central, Fine Gael)
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The Passport Service has recently reduced the turnaround time for first time applications from 40 working days to 30 working days. This 25% reduction in processing times for first time applications is a direct result of the staffing and resources the Department has invested in the Passport Service. The Passport Service is focused on reducing this processing time further in the coming months.

The current processing times for passport applications are:

- 10 working days for Simple Adult online renewals

- 15 working days for Complex or child online renewals

- 30 working days for First Time Applications on Passport Online (applications received from 19 April)

- 8 weeks for An Post’s mail-in “Passport Express” service

Fully complete and correct online applications are issuing within the estimated processing time. Processing time begins from the date any required supporting documents are received by the Passport Service, not the online registration date. Applications that are incomplete and require the Passport Service to contact the applicant to request new documents, forms or photos will take longer than the average turnaround time.

Figures show that of the total number of applications in the Passport Service system, 61% are fully complete and are being processed by the Passport Service. The other 39% of applications in the system are incomplete, which means the Passport Service is waiting for the applicant to submit the necessary documentation required. While the Passport Service makes every effort to contact applicants in such circumstances, their experience is that many applicants take weeks and sometimes months to send in the necessary documents.

The Passport Service is currently experiencing high demand for first time passports, particularly for children. First time passport applications take longer to process than renewal applications and there are a number of reasons for this. First time applications are necessarily complex to process, since, in many cases, they are applications for Irish citizenship. The Passport Service must validate the identity of the applicant and take measures to confirm the applicant’s entitlement to Irish citizenship. It is the statutory responsibility of the Passport Service to protect the integrity of the Irish passport. Accordingly, a rigorous analysis process is in place to verify the identity and citizenship status of first time applicants.

In the case of first time passport applications for children, the consent of guardians must also be thoroughly validated. Due to the intensive analysis and extra measures undertaken by highly trained and experienced staff, first-time applications take 30 working days to process. It is currently not possible for the Passport Service to check first time applications within seven working days of receiving the supporting documents due to the volume of applications that are being received. Applications enter a queue and are checked in order of date received.

The main cause of delays for first time applications is where incorrect or insufficient supporting documentation is submitted by the applicant. The Passport Service encourages applicants to check the requirements for their type of application carefully on my Department's website. The recently updated website includes a new Passport Service section where applicants can easily find out what additional documents are required for their type of application. The Passport Service is also working on public education materials, including video tutorials, with a view to assisting applicants to complete their application correctly. These videos will be shared on social media and will include instructions on submitting consent forms for child applications properly.

The Passport Service is taking a number of steps to deal with increased demand on its services:

- The Passport Service has a comprehensive plan to ensure that adequate staff, accommodation and technology supports are in place to meet expected demand for passports in 2022.

- A major recruitment drive has been underway over the past several months, which has seen the number of Passport Service staff increase by over 300 since June 2021.

- The Passport Service is currently running its own recruitment competition for Temporary Clerical Officers. This recruitment effort will bring staffing numbers to over 900, which represents a doubling of staff compared to June 2021. 

- Intensive training of new staff and upskilling of existing staff is ongoing to increase the resources that can process complex applications, such as first time child applications.

- The Passport Service is prioritising first time applications and directing increased resources to processing these complex applications with a view to reducing the current turnaround time. Passport Service staff are working targeted overtime with a particular focus on first time applications.

- A new document management system was put in place at the beginning of March. This aims to improve the processing speed in the Passport Service offices, and subsequent turnaround times for the applicant. One particular feature of the new system improves the processing time for applicants who have been asked to submit additional documents. Once the additional documents are received, they are being prioritised and complete applications can then be processed in 3 weeks. This significantly reduces the processing time, particularly for first time applicants.

I am confident that the measures that have been implemented will help to reduce passport turnaround times in the course of 2022, particularly for first time applications, and will assist the Passport Service in meeting the high demand forecast for this year.

I strongly urge anyone who is considering travelling overseas this year, particularly families with young children, to check the validity of their passports before booking travel and to apply for their passports online in plenty of time .

Photo of Michael FitzmauriceMichael Fitzmaurice (Roscommon-Galway, Independent)
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71. To ask the Minister for Foreign Affairs and Trade when a passport will issue for a person (details supplied); and if he will make a statement on the matter. [26757/22]

Photo of Simon CoveneySimon Coveney (Cork South Central, Fine Gael)
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With regard to the specific application about which the Deputy has enquired, the Passport Service provided an update to the applicant's parent as to the status of the passport application on 16 May 2022. The Passport Service is within the standard turnaround time for this application.

Photo of Éamon Ó CuívÉamon Ó Cuív (Galway West, Fianna Fail)
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76. To ask the Minister for Foreign Affairs and Trade when a passport will issue with the correct name to a person (details supplied) in County Galway who was issued with a passport with the incorrect name; and if he will make a statement on the matter. [26779/22]

Photo of Simon CoveneySimon Coveney (Cork South Central, Fine Gael)
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With regard to the specific passport application about which the Deputy has enquired, the Passport Service regrets the error with this application. The Passport Service is in contact with the applicant and is working to resolve the issue.

Photo of Pearse DohertyPearse Doherty (Donegal, Sinn Fein)
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77. To ask the Minister for Foreign Affairs and Trade the current status of a passport application for a person (details supplied) living in Australia; when the passport is expected to be delivered; and if he will make a statement on the matter. [26783/22]

Photo of Simon CoveneySimon Coveney (Cork South Central, Fine Gael)
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With regard to the specific passport application about which the Deputy has enquired, the Passport Service is investigating the case and is in direct contact with the applicant.

Photo of Éamon Ó CuívÉamon Ó Cuív (Galway West, Fianna Fail)
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79. To ask the Minister for Foreign Affairs and Trade when a passport will issue to a minor (details supplied) in County Galway; the reason for the delay in issuing said passport despite the fact that the application was lodged on 4 February 2022; and if he will make a statement on the matter. [26809/22]

Photo of Simon CoveneySimon Coveney (Cork South Central, Fine Gael)
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With regard to the specific application about which the Deputy has enquired, the Passport Service has provided an update to the applicant's guardian as to the steps they must take to progress the passport application.

Photo of Catherine MurphyCatherine Murphy (Kildare North, Social Democrats)
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82. To ask the Minister for Foreign Affairs and Trade the amount expended on external consultancy to date in respect of the Passport Reform Programme; if he will provide a breakdown of costs by consultancy and external advice; the total amount expended on ICT advice and software associated with the Passport Reform Programme to date; and the totality of the approved expenditure for the Passport Reform Programme. [26826/22]

Photo of Simon CoveneySimon Coveney (Cork South Central, Fine Gael)
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The Passport Service Reform Programme was established in 2016 with the objective of delivering a citizen focused, efficient, consistent service while maintaining the integrity of the Irish passport. This process has delivered major upgrades to the Passport Service technology platforms and business processes as well as making significant customer service improvements to the Passport Service.

This programme is being continued to ensure the ongoing delivery and enhancement of service delivery to citizens worldwide. The programme is a major undertaking due to its scale, complexity, and the operational demand challenges that the Passport Service has dealt with over the last five years. From managing the significant post-Brexit increase in new passport demand from 2016 onwards, to navigating the extraordinary constraints and pressures brought about by the COVID-19 pandemic, the programme has delivered real change and positive outcomes for citizens. 

One of the most visible deliverables of the Passport Reform Programme has been the Passport Online application service channel. This service has been transformative for the customer, delivering shorter turnaround times and lower rejection rates over the traditional paper based channels. Over 90% of all passport applications, including first time applications, are now being made through Passport Online.

These measures have ensured that the Passport Service can provide a more efficient service despite the unprecedented increase in the level of demand in passport applications since the inception of the Passport Reform Programme.  Over 510,000 passports have been issued to date in 2022, compared to a total of 634,000 passports issued in 2021. 117,000 passports were issued in April alone, with 45% of adult renewal passports being issued within two working days. The processing times for these standard online passport applications compare very favourably to processing times internationally.

My Department’s Passport Reform Programme has not engaged consultancy services but, given the nature of the technology developed and deployed, has utilised specialist contractors and vendors to support the Department in the delivery of projects. The total expenditure on the Passport Reform Programme over the five years from 2016 to end-2021 is €13.4m. These costs include relevant support from external contractors to develop and enhance the software systems. This is broken down as follows:

Programme Management €830,882
Programme Development €1,135,154
Production System Upgrade and Enhancements €1,002,750
Passport Online €4,319,915
Passport Issuing and Processing System €2,052,925
Mailing Machines €1,263,382
Business Process Automation €66,592
FBR - Citizenship by Descent €173,401
Integrate MyGov ID into Online Service €449,967
Fraud Prevention Enhancements €1,412,090
Customer Service Refresh/CRM €717,037
Total €13,424,095

Over the next three years, the Passport Service will undertake its next major programme of reform, change and further enhancements. This will include the transformation of the technology that currently underpins passport operating systems - the back office systems that citizens don’t see but are essential to the operations of the Passport Service. These technological upgrades are essential to stabilise and support the transformational improvements for citizens at home and abroad that the rollout of the Passport Online Service has already delivered, as well as ensuring that the international integrity of the Irish passport is maintained.

Photo of Catherine MurphyCatherine Murphy (Kildare North, Social Democrats)
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83. To ask the Minister for Foreign Affairs and Trade if he will expedite a passport for a person (details supplied) in view of the fact the person concerned has missed multiple travel dates due to the non-issuing of the document in a timely manner; and if his attention has been drawn to the fact that the applicant has a travel date of 25 May 2022. [26831/22]

Photo of Simon CoveneySimon Coveney (Cork South Central, Fine Gael)
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With regard to the specific application about which the Deputy has enquired, the Passport Service has reviewed the application and provided a status update to the applicant as appropriate.

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