Carl Siegmund, Customer Experience Team Lead, Passport Services, U.S. Department of State

This is how we improved the US passport renewal process with the advice of passport holders

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Impact
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First, the Department defined its outcome - and drafted a consulting question:

The U.S. Department of State wants to improve your experience of applying for or renewing a U.S. passport. How can we improve the application process to make it simpler and easier?

Together with USA.gov, several groups were asked to advise:

Passport Holders

Website Visitors

State Employees

Newsletter Subscribers

Think Tanks

General Public

The Government reached out through various channels

Round Tables

 Emails

PR Campaign

Phone Calls

Posts on Facebook

Text Messages

The State Department generated a number of new directions for improving the passport application process:

"There should be a way to notify passport holders about an upcoming expiration date by email or text to prevent stressful, and expensive, last-minute renewals..."

"The online process should be end-to-end, including the ability to take passport photos and get an immediate accuracy check..."

"Government agencies should be able to share applicant information with each other, saving applicants valuable time..."

Based on the final decisions made by the State, participants were informed on their impact:

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בנימין נתניהו, ראש ממשלת ישראל

קארל זיגמונד, ראש צוות חווית הלקוח, שירות הדרכונים, מחלקת המדינה האמריקאית

This is how we improved the US passport renewal process with the advice of passport holders

סמל מדינת ישראל
90%
השפעה
9
תובנות
936
תשובות
1433
חברים

First, the Department defined its outcome - and drafted a consulting question:

The U.S. Department of State wants to improve your experience of applying for or renewing a U.S. passport. How can we improve the application process to make it simpler and easier?

Together with USA.gov, several groups were asked to advise:

מחזיקי דרכון

מבקרים באתר האינטרנט

עובדי הממשל

מנויי הניוזלטר

מכוני מחקר

הציבור הרחב

The Government reached out through various channels

Popups on USA.gov webpages, tweets, social media posts, and email newsletters were used to reach thousands of Americans who had been through the passport application process.

62 Roundtables

+100 Phone Calls

+20,000 Emails

Posts on Facebook

PR Campaign

15,000 Text Messages

שולחנות עגולים

דואר אלקטרוני

יחסי ציבור ותקשורת

כנסים

רשתות חברתיות

מסרונים אישיים

The State Department generated a number of new directions for improving the passport application process:

"There should be a way to notify passport holders about an upcoming expiration date by email or text to prevent stressful, and expensive, last-minute renewals..."

"The online process should be end-to-end, including the ability to take passport photos and get an immediate accuracy check..."

"Government agencies should be able to share applicant information with each other, saving applicants valuable time..."

Based on the final decisions made by the State, participants were informed on their impact:

לתיאום שיחת הדגמה

תודה. נחזור אליך בקרוב.
משהו השתבש. ניתן לנסות שוב או לכתוב לנו ב-info@insights.us.
לא תודה

רוצה לדבר?

בשיחת הדגמה נוכל להכיר טוב יותר את הצרכים שלך

תודה. נחזור אליך בקרוב.
משהו השתבש. נסו שוב.

This is how we improved the US passport renewal process with the advice of passport holders

1433
User
936
Antworten
9
Erkenntnisse
90%
Stellungnahmen
Nein, lieber nicht.

Sie möchten mehr erfahren?

Wir melden uns bei Ihnen!

Danke! Wir melden uns innerhalb von 24 Stunden bei Ihnen.
Oops! Something went wrong while submitting the form

First, the Department defined its outcome - and drafted a consulting question:

The U.S. Department of State wants to improve your experience of applying for or renewing a U.S. passport. How can we improve the application process to make it simpler and easier?

Together with USA.gov, several groups were asked to advise:

The Government reached out through various channels

PR Kampagnen

E-Mails

SMS

Konferenzen

Facebook

Twitter

The State Department generated a number of new directions for improving the passport application process:

"There should be a way to notify passport holders about an upcoming expiration date by email or text to prevent stressful, and expensive, last-minute renewals..."

"The online process should be end-to-end, including the ability to take passport photos and get an immediate accuracy check..."

"Government agencies should be able to share applicant information with each other, saving applicants valuable time..."

Open Story

CITY

Open Story

GOVERNMENT

Open Story

CITY

Open Story

COMMUNITY

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Danke! Wir melden uns innerhalb von 24 Stunden bei Ihnen.

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Nein, lieber nicht.