Case Study: U.S. Department of State streamlines passport renewals with Qualtrics

U.S. Department of State cuts passport renewal to 10 minutes with Qualtrics

The U.S. Department of State faced a challenge with its outdated, paper-based passport renewal process, which was inefficient for both citizens and the agency. To modernize this high-volume transaction, the agency partnered with Qualtrics and its Customer Experience (CX) product to gain insights into where customers were getting stuck and to build a better digital experience.

Qualtrics provided the solution by enabling the Department of State to deploy targeted, real-time feedback surveys that evolved alongside its Online Passport Renewal application. This allowed the team to quickly identify and act on specific pain points, such as difficulties uploading a passport photo. As a result, the Department of State turned a 40-minute paper process into a 10-minute digital one, achieving a customer satisfaction rate over 90%, eliminating over 4 million hours of collective customer burden, and now processing more than half of all renewals online.

U.S. Department of State