Dáil Éireann Debate, Thursday - 15 June 2023
4. Deputy Verona Murphy asked the Tánaiste and Minister for Foreign Affairs the further measures his Department is considering to alleviate some of the difficulties being experienced with first-time passport applications, particularly when additional information is requested and the timeframe added to the application in that instance; and if he will make a statement on the matter. [29063/23]
View answerA similar question has been asked by Deputy Carthy on this issue, but the Tánaiste might wish to elaborate on it. What further measures is the Department of Foreign Affairs considering to alleviate some of the difficulties being experienced by first-time passport applicants, particularly when additional information is requested and the timeframe that adds to applications in those instances? I ask him to make a statement on this.
I thank the Deputy for raising this matter. First-time applications are the most complex due to the necessary checks involved to verify the identity and citizenship status of the applicant. All passport applications are subject to the requirements of the Passports Act 2008, as amended. I am pleased that the turnaround time to fully complete first-time online applications remains at 20 working days.
The passport service continually works to enhance the service to provide further efficiencies for customers. A number of improvements were made to the passport online platform in April 2023. These include a customised list of the supporting documents required for first-time applicants, an eircode look-up tool to facilitate the input of postal addresses and a new integration feature with the general register office. This integration benefits a significant cohort of first-time child applicants, who are no longer required to submit a physical birth certificate. So far, almost 16,000 birth certificates have been digitally received by the passport service in this way. These upgrades help to reduce the administrative burden for applicants. In addition, the customised list of documents provides a bespoke list for each applicant based on his or her particular situation, which will reduce the number of applications for which insufficient or incorrect supporting documents are submitted.
The passport service has also been actively working to reduce the number of original documents required for a passport application, and very positive changes have been introduced in this regard over the past 18 months. In cases where further supporting documents are required from the applicant, every effort is made to let the applicant know as soon as possible. It is currently not possible to notify the applicant sooner due to the volume of applications being received.
Paper applications take longer and there can be up to 30,000 paper applications in the system at any one time. This leads to significantly more queries with paper applications compared to online, which is faster. It is only in cases of a life-or-death issue that a passport can be prioritised. Applications enter a queue and are checked in order of date received. The passport service has a system in place whereby these applications do not go to the back of the queue. Requests for additional photographs are processed within ten working days of receipt of the new photo for online applications. All other requests are processed within 15 working days of receipt of the additional documents.
I thank the Tánaiste. The passport helpline and its staff are very helpful. Their advice is always helpful, as it should be. I do not wish to be argumentative but there are certainly issues. I had one yesterday where the gentleman concerned applied in time. Unfortunately, however, he applied online and was put at the back of the queue. It is the same issue Deputy Carthy brought to the Tánaiste's attention, namely, his passport photograph was stamped by the garda involved over that garda's signature on the form and the application was rejected. When the gentleman went back, the garda did the same thing. However, the gentleman addressed the issue immediately because he knew to do so. This is an instance where somebody has been put to the back of the queue. The tracker now states that his passport will not be issued until August.
He travels next week. While I do not want to argue with the Tánaiste, I would like clarity. If he is saying that is not happening, then the tracker should have no imposition and he should be in receipt of his passport in time for travel.
I cannot comment on specific cases but I am being told it does not go to the back of the queue. We constantly recruit staff. We have had 18 competitions since 2021 to address staffing needs in the passport service and 200 temporary clerical officers have been assigned to that service since January 2023, in the context of further measures. I will look at that case to see if it illustrates a wider problem. These are basic things involving stamping of forms. We should be practical on all sides in processing these issues.
I agree. It is not to ridicule the staff because they are quite good. It is a Department with which I have a lot of engagement, unfortunately, but it is generally not its fault. In the age of technology we live in, surely we can devise a system whereby if a garda signs a passport photograph, he can hit a button and put the application number of the form on the system to say he signed it. We do not need a record or phone calls. It is there, just like the Tánaiste is saying with the birth certificates. That is something we might look at.
I do not know if the Tánaiste is aware but if Deputy Carthy is meeting representatives of the Passport Office he should be aware there is a big issue with the tracker. It is not working. We were advised yesterday again that there are problems. I know of someone whose passport was due on 9 May on the tracker. They have no problems, yet they have not received the passport. The tracker is a big issue that needs addressing.
I met with officials yesterday in relation to the Passport Service. No one identified that issue with the tracker but I will revert and communicate what the Deputy said. Our Department would welcome the digitisation of the records maintained by An Garda Síochána when witnessing applications. Significant improvements have been made. The birth certificate has seen a huge improvement and significant innovation. I think that is now up to 16,000. We are constantly looking at ways to reduce the number of original documents that have to be submitted. The more we can do online, the better. In the last two years post-Covid, there has been an exponential rise in passport applications. We are at 510,000 for the first six months of this year and will probably get to 1 million, as we did last year. We have to improve and constantly innovate, are doing that and will continue to do that.
