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According to a new measure of how countries have digitized their passport application services, Australia and New Zealand are among the most digitally advanced countries in the world, but both countries still have a long way to go if they want to meet all the needs of online and digital customer experience seekers.
Governments around the world provide citizens with an increasing number of electronic services, passport application services being one of the many such services. However, the challenge facing governments is that technology has raised the bar on service expectations and citizens today expect a seamless and consistent digital customer experience.
Based on a 5-level maturity model, BearingPoint researchers assessed how countries such as the US, Germany, UK, France, Brazil and Singapore score in terms of digital maturity – read: ease of application, convenience and service. The Australian and New Zealand passport application process was included in the analysis.
Entry levels represent a more traditional offline service delivery model; As levels rise, organizations are moving towards transforming service delivery into a “service design-driven organization that offers an integrated digital customer journey”, the consultants said.
The study concludes that no country has reached an “end state”, meaning that it manages to meet all the criteria. Ireland is emerging as a world leader, thanks in part to its first-mover advantage. “Ireland was one of the first countries in the world to offer a fully online passport renewal service,” explained Andrew Montgomery, Global Head of Government and Public Sector at BearingPoint.
Not far behind were Finland, New Zealand, Singapore and the United Kingdom, which, like Ireland, were rated at level four of the maturity model. It is a passport service that offers citizens a completely online application process, although some offline interaction may be required. Passport services at this level offer online services to resolve application issues, such as digitally resubmitting a photo if the photo originally submitted did not meet established standards.
In comparison, at level 5 no offline interaction is required and all online passport services are integrated to provide simple, end-to-end digital services. Montgomery: “It’s an easy, seamless and paperless journey that results in a digital passport transferred to a mobile device. In addition, a Tier 5 country would provide a secure and consistent centralized identity and access management solution.”
Along with Brazil, Estonia, France, Switzerland and the USA, Australia is in the third level of the maturity model.
A more detailed overview of the ups and downs of passport processing services in Australia and New Zealand:
New Zealand
The New Zealand Passport Service, which falls under the Department of Home Affairs, demonstrates strong digital maturity in relation to its digital offerings to citizens. New Zealand provides its citizens with a full online service for all types of applications except first-time child applications and emergency applications; high scores in the dimensions of online services and service offerings. For first-time child applications, an editable PDF file is provided online and must be downloaded and submitted to the New Zealand Passport Service.
Regarding the online application service and authentication, all applicants must have a “RealMe” account to use the online application channel. “RealMe” is a verified identity service provided by the New Zealand Government. The service also allows the owner of a “RealMe” account to apply on behalf of someone else, i.e. at the request of the child.
Due to the centralized identity and passport service provided by the New Zealand government, applicants using the online channel do not need to submit documentation. This includes submitting physical witness forms; the New Zealand Passport Service makes it easy to record witness details during the online process. This is a key attribute of digital maturity across New Zealand government that pushes New Zealand ahead of its peers.
Unlike many of the other passport services included in the study, the New Zealand Passport Service allows applicants to submit family applications. This feature greatly improves the customer experience, streamlines the application journey, resulting in New Zealand having a competitive advantage over its counterparts in various countries.
The New Zealand Passport Service offers standard (10 working days) and expedited (3 working days) processing times for passport applications submitted online. In addition to customer service and passport photos, the New Zealand Passport Service provides an online photo check for applicants to check the quality of their passport photo before applying through the online application service. Passport photos must meet certain ICAO standards, so it is crucial to provide this service to the applicant in advance.
Australia
The Australian Passport Service, which falls under the Department of Foreign Affairs and Trade, provides a partial online application service for all but emergency application types, resulting in lower scores for the online service and service offering dimensions.
For e-authentication, the online application process requires the applicant to log in with an “AusPassport” account. This is a basic authentication service; because to register an “AusPassport” account you only need a valid email address and you must accept the terms and conditions stated during the process. By giving citizens the ability to launch an app, save their progress and come back later to complete it.
A citizen can fill out the application form online; however, the physical application must be submitted in person. In terms of digital sophistication, the Australian Passport Service operates a document generation service for passport applications. Upon completion of the online application, an application checklist will be generated detailing the specific citizenship and identification documents required to support the application as well as a unique application ID.
The applicant’s photo is not sent online or payment is made, these activities must be done offline, which leads to a lower score in the overall offer of online services. The citizen must present the required documents, passport photos and make payment at a participating Australia Post branch or Australian diplomatic or consular mission.
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