Dáil Éireann Debate, Tuesday - 7 November 2023
111. Deputy Michael Ring asked the Tánaiste and Minister for Foreign Affairs if he will carry out a feasibility study for the need for a Passport Office in the west of Ireland; and if he will make a statement on the matter. [47943/23]
Amharc ar fhreagra112. Deputy Michael Ring asked the Tánaiste and Minister for Foreign Affairs what discussions have taken place surrounding the possibility of Passport Office for the west of Ireland; and if he will make a statement on the matter. [47948/23]
Amharc ar fhreagra113. Deputy Michael Ring asked the Tánaiste and Minister for Foreign Affairs if he acknowledges the need for a Passport Office in the west of Ireland in view of the difficulties that the lack of a Passport Office is causing for the people located in this area; and if he will make a statement on the matter. [47951/23]
Amharc ar fhreagraI propose to take Questions Nos. 111 to 113, inclusive, together.
The Passport Service is pursuing a Digital First strategy and promoting Passport Online as the quickest, most convenient and least expensive channel for applicants. This has allowed for the centralisation of passport processing resulting in greater efficiencies for the Service and for customers. The majority of Passport Service operations take place at the newly expanded Balbriggan Campus that now has capacity for 500 staff. The Passport Service has issued over 866,000 passports to date in 2023.
The Passport Online service offers Irish citizens the ability to apply online for their passport 24 hours a day, 7 days a week. It is a user-friendly, efficient service that consistently offers processing times up to 4 times faster than paper-based passport renewal applications.
Over 90% of all passport applications, including first time applications, are now being made through Passport Online which is now available to 99.9% of all applicants across the world.Having a centralised passport system allows us to maintain the integrity of this vitally important document. It ensures that applications are processed by highly skilled staff who are expertly trained. The Irish passport was recently ranked 3rd in the Henley Global Passport Index as it provides our citizens with visa-free access to 189 countries. It is critical that this high standard is maintained.
Currently, 100% of calls to the Customer Service Hub are being answered and customers can easily access the information they need through the Hub. The Customer Service Hub responds to an average of 10,000 queries per week. My Department has implemented a staffing plan to ensure that excellent customer service is maintained during periods of peak demand.
The Passport Service was recently placed 18th out of 150 public-facing organisations in a survey conducted by the Customer Experience (CX) group. This ranking recognised the Passport Service as the best customer service brand in the public sector.
The public offices of the Passport Service in Dublin 2 and in Cork operate a four day Urgent Appointment service for renewal applicants. The Dublin office also offers a one-day Urgent Appointment service. Currently, only 39% of urgent appointment slots are being used.
In considering any expansion of existing services, a number of criteria are examined including the efficiencies that would be gained, whether the proposed expansion would improve the overall quality of the service and whether the potential benefits of expanding the service would justify the significant costs involved. Any expansion of services would need to consider the potential demand for an in-person Urgent Appointment service given the efficiencies built-in to Passport Online and in light of the efficiencies of the online renewal service.
Any proposed expansion would also need to complement the Passport Service's Digital First strategy.
In view of the fact that the overwhelming majority of passport applicants apply online and the considerable benefits of Passport Online for all of our citizens, the Department is of the view that a business case cannot currently be made for opening any additional passport office.
The Passport Service continuously considers ways that it can improve its service to all citizens regardless of where they live and regularly reviews the range of passport services on offer while also strategically planning to respond to future needs.
Given that all turnaround times are at their target level and there are no backlogs, it does not make financial sense to invest in additional staff, buildings, equipment and security at an additional site.
The Passport Service continues to be in an excellent position to meet the demand forecast for the remainder of this year. I would ask the Deputy to encourage your constituents to apply online for the quickest, cheapest and most efficient service.
