Bureau of Consular Affairs, Department of State

Passport Services

Issues more than 20 million passports annually and enables visitors to contribute $251 billion to the US economy in 2017

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.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Download CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Digital Analytics Program Data

FY19 Q1 Operational Data

Processing Times

Passport Services exceeded its published service commitment of 4-6 weeks for routine service and 2-3 weeks for expedited service.

Service	Processing Time
Average number of days for routine service:	6.48 business days
Average number of days for expedited service:	2.83 business days

Contact Centers

Call answer rate of 98.9% within 2 minutes.

Website Page Views

26,723,616 unique page views on Passport Services web pages.

FY19 Q2 Operational Data

Processing Times

Passport Services exceeded its published service commitment of 4-6 weeks for routine service and 2-3 weeks for expedited service.

Service	Processing Time
Average number of days for routine service:	9.77 business days
Average number of days for expedited service:	3.15 business days

Contact Centers

Call answer rate of 99.2% within 2 minutes.

Website Page Views

44,247,574 unique page views on Passport Services web pages.

FY19 Q3 Operational Data

Processing Times

Passport Services met its published service commitment 2-3 weeks for expedited service.

Service	Processing Time
Average number of days for routine service:	14.4 business days

Contact Centers

Contact Centers - Call answer rate of 89% within 2 minutes.

Website Page Views

37,784,347 unique page views on Passport Services web pages.

FY19 Q4 Operational Data

Processing Times

Passport Services met its published service commitment 2-3 weeks for expedited service.

Service	Processing Time
Average number of days for routine service:	14.26 business days
Total passport applications processed Q4	5,374,022

Contact Centers

Contact Centers - Call answer rate of 97% within 2 minutes.

Website Page Views

30,356,737 unique page views on Passport Services web pages.

Reporting Notes

CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.