To increase efficiency and improve quality in passport services through the introduction of new technology and better processing practices; and
to strengthen the security of passport issuing procedures by the introduction of more comprehensive application examination, increasing fraud awareness and maximising new technology.
The Department has the responsibility, under the Passports Act 1938, to make available, expeditiously, secure high-quality travel documents to eligible Australian citizens. The Passports Service is administered by the Consular Programs and Security Division. In Australia, passport services are provided by an office in each capital city, Parramatta and Newcastle. All Australia’s overseas missions provide passports services. The central office in Canberra and all regional passport offices are connected by an on-line passports issue and control system (PICS). Overseas missions in London, Athens, Hong Kong, Washington, New York, Los Angeles, Port Moresby, Wellington and Auckland are also on-line.
The service works to an annual business plan which sets out objectives and work programs covering personnel and financial management, systems and technology, security and fraud and policy development.
The Department met public demand by issuing 685 500 travel documents during the 1993-94, a decline of 7.3% over the previous year. The decline largely continued to reflect the introduction in 1986 of passports with a ten-year validity period. The rate of issue is expected to increase when renewals of the ten-year passports begin to fall due in 1996. Passport revenue for the year was $57.133 million, compared with $60 million the previous year.
The provision of a high standard of efficient and courteous service to the public is also an important objective of the Passports Service. Increasing use was made by the public of the national toll-free passport information service which, apart from handling general enquiries on passport matters, also provides callers with specific information on the processing status of their passport applications. More than 496 000 calls were received, an increase of 31 000 over the previous year. The Passport Service maintains an after-hours service to cater to Australian citizens who need a passport for unexpected and urgent business or compassionate travel. A target processing time of six days was maintained. Passports required urgently, however, were issued in three days or less.
Australian overseas missions provided passports services to 38 000 Australian citizens including 8071 who had their passports lost or stolen while travelling overseas. 6926 passports were reported lost or stolen in Australia.
Following an extensive period of development, the trial of a new passport document processing system has begun. It involves the digitised printing in colour of the photograph and signature of a passport applicant into the passport laminate. This system will result in significant improvements to document security as it will eliminate the practice of photo substitution which universally poses a significant threat to passport security. The latest production and printing methods are also being used to update the security features and format of passports. These changes will be incorporated into a new series of passports to be introduced early in 1995. All overseas missions were provided with improved technology to enable the electronic issue of passports. The new technology eliminates much of the need for manual processing and will help in reducing the workload of staff overseas.
Following establishment in 1992-93 of a Fraud Unit, 98 cases of suspected fraud, mainly fraudulent passport applications, were investigated during the year. Training in countering fraud was provided to DFAT and other agency personnel in formal fraud awareness courses, which were begun last year.
Achievement of the sub-program’s objectives was assessed on:
Public satisfaction with the Passports Service;
Achievement of targets in the Passports Service annual business plan.