Skip to main content
Normal View

Passport Services

Dáil Éireann Debate, Tuesday - 8 February 2022

Tuesday, 8 February 2022

Questions (354, 355, 356, 359, 363, 386)

Michael Healy-Rae

Question:

354. Deputy Michael Healy-Rae asked the Minister for Foreign Affairs the number of passports that are currently being processed; the current turnaround time for same; and if he will make a statement on the matter. [5991/22]

View answer

Michael Healy-Rae

Question:

355. Deputy Michael Healy-Rae asked the Minister for Foreign Affairs if he plans to expand the capacity of the passport office to improve turnaround times; and if he will make a statement on the matter. [5993/22]

View answer

Michael Healy-Rae

Question:

356. Deputy Michael Healy-Rae asked the Minister for Foreign Affairs if a commitment will be given to reopen the passport printing service and the introduction of an urgent appointment, one-day turnaround time in the passport office in Cork; and if he will make a statement on the matter. [5994/22]

View answer

Gino Kenny

Question:

359. Deputy Gino Kenny asked the Minister for Foreign Affairs if his attention has been drawn to the fact that despite recent actions adopted to improve services at the Passport Office many people are still experiencing extensive delays across the board in terms of first-time passports and renewals (details supplied); and if he will make a statement on the matter. [6025/22]

View answer

Róisín Shortall

Question:

363. Deputy Róisín Shortall asked the Minister for Foreign Affairs when the rapid renewal service (details supplied) will be reopened; the reason for the delay; and if he will make a statement on the matter. [6104/22]

View answer

Darren O'Rourke

Question:

386. Deputy Darren O'Rourke asked the Minister for Foreign Affairs the way that he plans to address the significant delays for those who apply by post for a passport renewal; and if he will make a statement on the matter. [6612/22]

View answer

Written answers

I propose to take Questions Nos. 354, 355, 356, 359, 363 and 386 together.

In January 2022, the Passport Service received over 137,000 new passport applications. This is the highest volume of monthly applications ever received and indicates that there is pent-up demand for passports following the relaxation of necessary travel restrictions due to the Covid pandemic. The Passport Service estimates that up to 1.7 million passport applications will be received this year.

The Passport Service issued over 634,000 passports in 2021 and 45% of simple adult renewals were issued within one business day.

While there is a very high volume of applications in the system, this does not represent a backlog. Figures show that there are currently 76,000 (53%) applications that are fully complete and are being processed by the Passport Service. There are also 67,000 applications (47%) in the system where the Passport Service is waiting for the customer to complete the application. In these cases, the onus is on the customer to submit the required documents to the Service. 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 current passport processing times are:

- 10 working days for Simple Adult online renewals

- 15 working days for Complex or child online renewals

- 40 working days for First Time Applications on Passport Online

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

The processing times for a standard online renewal passport applications compare very favourably to processing times internationally in countries such as the UK, United States, Canada and Australia.

The Passport Service is currently experiencing high demand for first time passports, particularly for children. These first time applications are necessarily complex to process, since they are essentially applications for Irish citizenship. The Passport Service must validate the true 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 underpinning first time online passport applications, the processing time is 40 working days.

My Department has been pro-actively planning to ensure the necessary resources are in place to meet the current and expected level of demand in 2022 and is making an unprecedented investment in the Passport Service in terms of additional staff and improvements to the passport processing and customer service systems.

My Department is working with the Public Appointments Service on a major recruitment drive that has been underway for several months. Since June of 2021, over 300 members of staff at all grades have been assigned to the Passport Service. Additional staff are being assigned on a weekly basis with a goal of reaching staff numbers of 900 by the end of March. This represents a doubling of staff numbers over the course of 9 months.

The Passport Service is implementing a number of further measures that will positively impact the current turnaround times and improve customer service:

- Intensive training of new staff and upskilling of existing staff is underway to increase the resources that can process complex applications.

- The Passport Service is actively prioritising first time applications and directing increased resources to processing these complex applications with a view to reducing the current turnaround time.

- A new document management process is being put in place that allows for a much quicker turnaround time when an applicant is asked to submit additional documents. Once these documents are received, they will be prioritised and complete applications will be processed in 3 weeks. This will greatly reduce the waiting time for applicants who are missing documents in their initial application.

In the context of the National Development Plan, my Department is making a major investment in the future of the Passport Service. Over the next couple of years, we will replace the core technology underpinning the service, which will deliver efficiencies and a more resilient passport system. Budget 2022 also included an investment of an additional €10m in passport services in response to the increasing demand for passports both at home and abroad.

The Passport Service Customer Service Hub officers respond to customer queries by phone and webchat as well as with enquiries related to Emergency Passport cases. The Customer Service Hub handled over 175,000 enquiries in 2021 and is handling over 5,000 customer contacts each week. During times of high demand, there can be delays in getting through to a service agent due to the volumes of enquiries. The Passport Service webchat is also operational and customers should refresh the page if the icon is grey. A webchat operator is available when the icon is green. I am confident that the recruitment of additional staff, along with significant training initiatives, will have a positive impact on our response to customer service demand.

The Passport Service operates three passport printing machines, two of which are located in the main production facility in Balbriggan and the third in the Passport Office in Lower Mount Street, Dublin. Passport applications from citizens residing in Ireland or elsewhere in the world are distributed for processing across the three Passport Offices. All passport applications are processed through the centralised automated passport service system. All production facilities can print a passport, irrespective of the channel through which the application is processed. The printing system allows for flexibility between printing machines if any one machine has reached capacity. Each passport printer has a printing capacity of 250 passports per hour. I am satisfied that the printing capacity of production equipment currently employed by the Passport Service is sufficient to meet the current and anticipated future demand for passports. There are no plans at this time to commission additional passport production equipment.

The Passport Offices in Mount St, Dublin 2 and in Cork offer an Urgent Appointment Service for the renewal of passports. This service was launched in Dublin on 27th September 2021 and in Cork on 26th October 2021. The Urgent Appointment Service ensures that, for those who unexpectedly require a very urgent turnaround of a passport renewal, there is an option available that is transparent, predictable and clear. It means that an applicant can book and pay for their appointment, safe in the knowledge that they will have their passport within a day, or a few days. To avail of the Urgent Appointment Service for Passport Renewal, applicants must first book an appointment to attend the public office in Dublin or Cork. Applicants can book an appointment through the Department of Foreign Affairs website (www.dfa.ie/passports).

The Urgent Appointment Service replaced the Rapid Renewal Service and customers availing of this service can renew their passport within 1 or 4 days in Dublin or in 4 days in Cork.

Over 2,500 citizens who required an urgent appointment have been accommodated by the passport offices in Dublin and Cork since they re-opened. Last week, the Passport Service has increased the number of appointments at its public offices by 100%, providing an extra 170 appointments per week.

The Travel Emergency service remains available to citizens in cases of medical emergency or death of a family member abroad.

The current turnaround time for An Post’s mail-in “Passport Express” service is 8 weeks. Proposed turnaround times for 2022 aim to reduce this turnaround time. Passport Online is the priority channel for applications as there are many efficiencies built into the system for both the applicant and the Passport Service. The Passport Online Service is four times quicker than paper-based applications for adult and child renewal applications and is the fastest, easiest and safest way to apply for a passport. Over 90% of applicants now apply online compared to 47% of applications received online in 2019.

Passport Online can be accessed by all first time applicants, irrespective of age both children and adults, in Ireland, Northern Ireland, Great Britain, Europe, Australia, Canada, New Zealand and the USA. All Irish citizens, including children, can use the online system to renew their passports from anywhere in the world.

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.

Question No. 355 answered with Question No. 354.
Question No. 356 answered with Question No. 354.
Top
Share