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.
Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.
View CX Feedback Data Digital Analytics Data Operational Data Reporting Notes
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.
Passport Services exceeded its published service commitment of 4-6 weeks for routine service and 2-3 weeks for expedited service.
Call answer rate of 98.9% within 2 minutes.
26,723,616 unique page views on Passport Services web pages.
Call answer rate of 99.2% within 2 minutes.
44,247,574 unique page views on Passport Services web pages.
Passport Services met its published service commitment 2-3 weeks for expedited service.
Contact Centers - Call answer rate of 89% within 2 minutes.
37,784,347 unique page views on Passport Services web pages.
Contact Centers - Call answer rate of 97% within 2 minutes.
30,356,737 unique page views on Passport Services web pages.
