HMPO: Transforming the passport application experience
HM Passport Office is the sole issuer of UK passports, issuing around 7 million passports and handling over 30 million papers each year. As part of its 2020 transformation programme, HMPO aimed to become a modern, digital business, helping customers to easily interact with them online.
To fully transform the passport application process the platform had to be capable of handling complex applications.
The system needed to:
- Be user-centric
- Provide exceptional customer service
- Reduce paper consumption
- Provide cost savings across the organisation
- Continue providing a live service to issue passports
Dowload the case study below to read how we digitally transformed the passport application process.
“The difference in terms of our partnership with Kainos is Kainos really listen
to what we need. Kainos have recognised that we need to be sustainable and
we need to be able to build the internal capability to do that.”
– Philippa Manley, Project and Digital Services Director, HMPO