§ Miss WiddecombeTo ask the Secretary of State for the Home Department what plans he has to improve the520W external communications and media handling capabilities of the United Kingdom Passport Agency; and if he will make a statement. [122034]
§ Mrs. RocheThe United Kingdom Passport Agency has undertaken a thorough audit of its external communications and media handling and has already introduced a number of improvements.
The Agency is undertaking more focused market research, to test new services and determine customer needs.
A 24 hour a day, seven days a week national telephone inquiry line has been established for general inquiries and for customers to check on progress of passport applications, as well as a same-day e-mail inquiry service, faxback service and a regularly updated website.
Passport offices have longer opening hours. The London office now opens at 7.30am Monday to Friday, all offices are open to 6pm, and Saturday opening will start this summer at all offices.
There are stronger links with the travel trade, to get important messages over to their customers.
The Agency is establishing a small team, dedicated to improving communications between the United Kingdom Passport Agency, its customers and the public, and to ensure that the Agency can respond more effectively to the media. The Agency is creating its own press office.