How Can the Postal Service Improve Passport Operations?

12 Comments
  • Project Title:
  • Passport Application Acceptance Operations
  • Start Date:
  • Tuesday, February 2, 2021
  • Estimated Report Release Date:
  • August 2021

In fiscal year (FY) 2020, the Postal Service executed close to 4.4 million first-time passport applications – a 34 percent decline from FY 2019’s 6.6 million. Decreased international travel during the COVID-19 pandemic was likely the cause.

Certified Postal Service employees who serve as passport acceptance agents must pass an exam annually to continue processing applications. As of December 2020, the Postal Service had 19,281 active acceptance agents and 4,834 active acceptance facilities.

We plan to assess the Postal Service’s passport application acceptance operations and identify opportunities for improvement. We would love to hear from you.

  • What concerns do you have regarding the Postal Service’s administration or management of passport application services?
  • What changes would you make to improve the Postal Service’s passport application process?
  • Have you delayed your application for a new passport or passport renewal due to the COVID-19 pandemic?
     
Tags: 
Audit Asks
U.S. Postal Service
passport applications
renewal
processing

Comments (12)

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  • anon

    Have waited the 4 weeks to allow for my passport to be received. Still no updates. Would like to get this expedited asap but apparently that is not possible until the passport is received. No notice was given when submitting the application that there was this extreme of delays. Frustrating not knowing if an all expenses paid trip will even be possible.

    Apr 20, 2021
  • anon

    I'm at my Post Office at 6 am to queue up for a passport application for my child. I'm the 4th person in line and the office doesn't open until 9am. There is clearly a lack of supply to meet the demand. In the year 2021, there should be a way to do this remotely and digitally.

    Apr 08, 2021
  • anon

    On March 10, I have submitted my US passport application (along with the US passport applications of my spouse and minor children). Until now, the application status of the Department of State is not showing that the application not found (while applications by friends in the same situation was received and processed). I called the passport helpline twice, and they say applications have not been delivered. What is going on with the delivery?

    Apr 06, 2021
  • anon

    The simplest thing is to improve the transparency of the whole process. USPS should be more diligent in scanning and updating. Even if the packages are late, USPS should provide the most up-to-date and reliable information that customers have paid for.

    Apr 06, 2021
  • anon

    I mailed my passport renewal over two weeks ago by priority mail and it was last scanned leaving Maine on March 16th and was scheduled for delivery on March 20th. As of 11:00 p.m., March 30th the mail has not been scanned. There is no record of delivery. Please advise what happens next or what action I should take. I’m concerned that the envelope contained personal information that could result in identity theft.

    Mar 30, 2021
  • anon

    Hi, We are sorry that you are having issues with your renewal. Although this is somewhat related to the topic, the team does not have jurisdiction over potentially lost mailpieces. Please file a complaint directly with the Postal Service at 1-800-275-8777 or at Email Us | USPS "Where is My Package" or "Where is My Mail." The Audit Team

    Mar 31, 2021
  • anon

    By the way, we were there for a U.S. Passport application submission and even paid the USPS the $35.00 processing agent fee. Still no passport. USPS agent altered the DS-11 form rendering it INVALID. These USOS agents are trained CRIMINALS.

    Mar 28, 2021
  • anon

    What concerns do you have regarding the Postal Service’s administration or management of passport application services? - The process was straightforward. We called for an appointment, we showed up and did the paperwork, and were out within 30-45 mins. FEEDBACK: Make this process doable online and then show up to quickly verify all the documents. The goal would be to get in and out within 15-20 mins and have the whole process done. What changes would you make to improve the Postal Service’s passport application process? See above. Processing times were quick. Just move the process online and allow the forms to be filled out online before you go into your appointment. If you could schedule the appt online or avoid the appt altogether that would be great also! Have you delayed your application for a new passport or passport renewal due to the COVID-19 pandemic? No.

    Mar 22, 2021
  • anon

    I BELIEVE THAT YOUR AGENTS IN THE PO'S SHOULD EXPEDITE SENDING IN ALL APPLICATIONS DAILY. From my experience I paid for expedited but received normal delivery. I also never received all my documents back. I had to give a US Birth certificate and a social security card but received only the birth certificate back . This applied to myself and my 2 daughters. I am delighted to have the opportunity to gain a passport for my family thank you.

    Mar 22, 2021
  • anon

    The Philadelphia PA distribution center is so slow & has a high % of stolen identity. I shoulda sent mine to the passport office in TX. I’m waiting for mail receipt confirmation for three weeks now.

    Mar 22, 2021
  • anon

    The clerk should be properly trained. We went today to renew our son passport and after almost done with all the paper work, the clerk said she couldn't accept my husband passport as a proof of ID because it was expired. Curious that she only single out my husband since my passport was also expired. We got home and verify on the travel state gov web site and it says that Valid or expired, undamaged U.S. passport book or passport card can be used as form of ID. We waste our time and our appointment due to false information. This happened today 3/19 12:30pm PARK WEST — Post Office™ 700 COLUMBUS AVE FRNT 4 NEW YORK, NY 10025-9992 Window #2.

    Mar 19, 2021
  • anon

    Your experience is consistent with my own as it us VERY obviously all of these post office worker agents are trained very poorly and this also explains why the U.S. Passport agency should dump the post office contract and award it to a capable agency. USPS is incompetent, sorry that is the case but it is what it is. Horrible predicament to be in for sure. CITIZEN-SHIP is sinking.

    Mar 28, 2021

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