Dáil Éireann Debate, Thursday - 15 June 2023
6. Deputy Colm Burke asked the Tánaiste and Minister for Foreign Affairs what action is being taken to improve processing times of paper-based renewal and first-time passport applications, in view that the current processing time is eight weeks, and in particular the efforts to fast-track those applications of which queries have been raised as this can often lead to extended delays in the processing; and if he will make a statement on the matter. [28824/23]
View answer63. Deputy Colm Burke asked the Tánaiste and Minister for Foreign Affairs to advise what action his Department is taking to ensure there are no delays in the processing of passport applications during the busy summer months, in particular the efforts to fast-track those for which queries have been raised as this can often lead to extended delays in processing; and if he will make a statement on the matter. [28823/23]
View answerI ask this question on behalf of my colleague, Deputy Colm Burke, who cannot be here this morning. It relates to similar questions that have already been raised, the replies to which I have listened to carefully. The question is about the processing time for paper-based applications and first-time renewals of passports.
I propose to take Questions Nos. 6 and 63 together.
The passport service's recent achievements, which I have outlined in response to earlier questions, are thanks to the operational and staffing plans my Department has put in place for 2023, as well as the efficiencies allowed for through Passport Online.
There are currently 834 staff in the passport service. The Department has run 18 recruitment competitions since 2021 to address staffing needs in the passport service, and another is currently under way. The passport service has scaled up the customer service hub significantly over the past 18 months and plans to ensure that excellent customer service is maintained during this current period of peak demand.
We are currently in the busiest time of year for passports as we approach the summer holiday season. However, the passport service has already seen application numbers coming down in recent weeks. This suggests that most applications for the summer season have already been processed or submitted. The high application numbers seen during the first half of the year came following an effective communications campaign run by the Department during the winter of 2022 and spring of 2023. The campaign focused on the benefits of applying online and encouraged citizens to check their passport in advance of booking travel. I strongly encourage the Deputy to advise his constituents of the advantages of using the substantially more efficient online service, which is now used by more than 90% of applicants worldwide.
Due to the nature of the paper application process, it will always be a slower service. The turnaround time for all paper applications is eight weeks. Given that less than 10% of applicants now use the paper service, it is not the priority service for the passport service in the context of strategy and resources.
Applications for which queries have been raised and further supporting documents are submitted do not go to the back of the queue. All such applications are processed within 15 working days from when the additional documents are received by the passport service. This includes paper applications.
Paper applications do take longer and so there can be up to 30,000 paper applications in the system at any one time. This does lead to significantly more queries with paper applications compared to online, which is faster. It is only in cases of a life or death issues that a passport can be prioritised. I am confident that the planning and staffing measures implemented, along with other improvements, will continue to have a positive impact on passport processing times for the remainder of this year.
I thank the Tánaiste for his reply. Unfortunately, everybody cannot, for very obvious reasons, make an online application. There are exceptions, of course, where alternative arrangements could be made. However, we must deal with the situations we face. I compliment the Tánaiste and his Department on their helpfulness with regard to particular applications. However, I, my colleague Deputy Colm Burke and other Members of this House have dealt with applications made as far back as January that have still not been processed for various reasons. That particular issue needs to be dealt with in an effort to find out the cause of the snag. What is holding things up? It cannot be that the two-month processing period applies in every case. There must be some exceptions and it must be possible for an intervention to be made to speed up the process, particularly because the people who have made those paper applications may not have access to the online option because they are not well-versed in its use. They are uneasy about using that online option. Perhaps the Tánaiste will look again at that issue with a view to identifying the particular snags that are causing the problems which are creating further problems and delays down the road.
I appreciate the Deputy's comments. A number of Deputies have commented on the helpfulness of the staff of the Department of Foreign Affairs and in the Passport Office, in particular. I take the Deputy's point that not everybody can go online but people should seek assistance to do so, where possible, because it is a very effective and much faster service. I will take away the Deputy's viewpoint. I will talk again to the team in the Passport Office about the situation in respect of paper-based applications. Some senior citizens may not be as competent in the use of online platforms but they should not be in any way disadvantaged by their use of a paper-based application.
I am not clear why any passport application should have been in the system since January. If the Deputy sends details, we can examine that and perhaps learn lessons from the situation.
I thank the Tánaiste. I note his willingness to look at the situation and consider what can be done to improve it. The fact of the matter is that we have all had complaints from constituents during holiday time. It obviously does not happen at any other time. However, the processing time for paper applications needs to be looked at, as the Tánaiste has agreed to do, in order to find out what exactly is causing the hold-up and what can be done to improve the situation. That applies to first-time applicants and renewals in respect of paper applications.
As was mentioned in previous questions, the stamping of the documentation relating to a passport overlaps the signature or photograph, which is, in many cases, a requirement to ensure there can be no duplication or reproduction of the photograph or signature separately. That is the reason that requirement is there. I would ask for that to be looked at to try to understand why that is happening.
There has been a considerable amount of conversation about passports. That goes with this time of year. There are issues in respect of the need for a garda to witness an application and old-style communication. Those issues need to be dealt with. A considerable number of my Northern friends contact my office, which sometimes uses up an awful lot of our slots and that is a particular difficulty. The Government is going to facilitate elected representatives from the North. What is the timeline for that?
I will also mention a specific problem with the artificial intelligence, AI, system. I know of a lady with a disability for whom it was incredibly difficult to get a photograph that worked for her. I will be honest and say that the picture that got through the AI system to allow the process to start might not have been the correct photograph. It is a particular issue and we need more discretion for those with disabilities. The lady in question was unable to stop her head shaking and whatever else. That did not allow for the taking of a photograph in the same way as any of the rest of us.
We have already taken action in respect of MLAs. They now have the same access as the Members of this House.
When is that going to happen?
It is done.
It is not available through a telephone.
It is not available through a telephone.
They can email but do not have telephone access.
Elected representatives on the island are provided for. I have also brought MEPs into the fold in respect of access to the same services available to Members of these Houses.
Will they get the phone line?
Yes, that is my understanding but I will come back to the Deputy on that. There is a question later.
On the specific case, the Deputy acknowledged the photograph was a problem. We are always looking at ways to try to make it more efficient and effective through new technologies and to reduce the room for human error and the number of original documents required. We all get phone calls about passport cases, as Deputy Carthy mentioned earlier, from people saying their passport is due to expire next week and asking is there anything we can do. To be fair to the Passport Office staff, the bulk of them come back to human error. My view is that our obligation is to help people as best we can with all the constraints, and the Department agrees with this. There is a recruitment campaign under way at the moment to get more staff. There are two things people need to do: check their passports and apply early online, and get assistance to apply online. If people apply online, they will get a really quick response.
