{"id":29640,"date":"2020-10-06T00:00:12","date_gmt":"2020-10-06T04:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/passport-services-2\/"},"modified":"2022-11-15T10:23:04","modified_gmt":"2022-11-15T15:23:04","slug":"passport-services","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2020\/passport-services\/","title":{"rendered":"Passport Services"},"content":{"rendered":"\n
\n
This customer experience profile is from 2020. To view this year\u2019s profile, click here<\/a>.<\/h5>\n<\/div>\n\n\n\n
\n
\nUser Interactions<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Feedback<\/span><\/a>\n<\/div>\n\n\n\n
\nSocial Media Presence<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Experience Indicators<\/span><\/a>\n<\/div>\n<\/div>\n\n\n\n
\n\n\n\n
\n
\n

Executive Summary<\/strong><\/h3>\n\n\n\n

In 2019, people applying for or renewing passports faced longer wait times compared with the previous year due in part to a near record number of passport applications. The situation did not improve in the first half of 2020, despite a decline in international travel. The coronavirus led the State Department to curtail many passport services, further increasing wait times and leading to a backlog of 1.6 million passport applications as of June 2020. As operations began to resume, the number of passports awaiting issuance decreased to 938,000 by the end of August\u2014close to a typical number for that time of year.<\/p>\n\n\n\n

Prior to\nthe pandemic, customers reported being satisfied with many aspects of passport\nservices, including the convenience of the application process, and the\nknowledge and professionalism of passport services staff. Additionally, the bureau\u2019s\nwebsite provides clear and user-friendly information about passports, according\nto our analysis of selected pages. <\/p>\n\n\n\n

Online options for renewing or applying for a new\npassport would further improve the customer experience. Currently, these\nservices are only provided in person or through the mail.<\/p>\n<\/div>\n\n\n\n

\n