I must congratulate the passport service on gaining triple ISO certification and its various digital awards.
In my view, and I say this as a sometime consultant who has reviewed services and systems in the Government, not-for-profit and corporate worlds, a system and service is best judged on how well it performs when everything doesn’t go smoothly or according to some abstract plan. It should perform even better when it doesn’t go to plan. It’s essential that a citizen’s service such as this can be properly accessed by all sectors of the community including the poorest, least able and uneducated. Only then should it be considered a success and have met its objectives.
It’s critical that individuals operating the system should be able to spot problems and resolve them, with flexibility and an absolute focus on serving the recipient.
OK, rant over but it’s hard to convey how powerless this makes one feel because as you’ve probably guessed, I don’t think the service has performed well.