Skip to main content
Home   >   Customer Experience   >   Department of State

Department of State


Click on the High Impact Service Provider below to learn more about the actions they’re taking to improve customer experience and performance of designated services.


  • About this HISP

    Designated Services

    Passport Services

    Passport Services is a directorate within the Bureau of Consular Affairs at the U.S. Department of State. The mission of Passport Services is to facilitate international travel and enhance national security by issuing secure travel documents to U.S. citizens and nationals while providing the highest level of customer service, professionalism, and integrity. It has the most interactions with U.S. citizens than any other bureau with the Department. In Fiscal Year 2018, Passport Services issued 21.1 million passport books and cards. There are currently 127 million valid U.S. passports and 42 percent of all U.S. citizens have a passport. U.S. citizens can apply for their passport at one of the 27 domestic passport agencies or centers or at one of the 7,600 passport acceptance facilities located throughout the U.S. Citizens can also renew their passport conveniently through the mail. The key services offered are information and assistance in applying for, renewing and reporting a lost or stolen passport; the processing of applications and issuance of passports; and 24/7 availability of duty officers to assist customers with life and death emergencies. Customers can receive information on how to apply, access passport application forms, locate a nearby passport acceptance facility and schedule an appointment online at a passport agency by visiting the Department's official website at travel.state.gov.

    Q2 2021

    This HISP collected customer feedback, but the data is only partially within A-11 guidelines.

    Q1 2021

    This HISP collected customer feedback, but the data is only partially within A-11 guidelines.