Case Study: His Majesty’s Passport Office achieves faster, more accurate passport services with Sopra Steria

His Majesty’s Passport Office maintains 99.5% accuracy for 10 years with Sopra Steria

The customer, His Majesty’s Passport Office (HMPO), is a major UK public service provider that processes millions of passport applications annually. Its challenge was to maintain a high standard of service and accuracy while facing periods of unprecedented, volatile demand. Vendor Sopra Steria provided frontline and support business process services to help address this.

Sopra Steria implemented a solution for receiving, scanning, and verifying applications, ensuring data accuracy before passing them to HMPO for examination. This partnership enabled HMPO to seamlessly handle a 100% surge in demand, processing all applications in less than a week without compromising service. The measurable impact includes a consistent 99.5% monthly accuracy rate over ten years and a significantly improved turnaround time, with most citizens receiving passports just days after applying.

His Majesty’s Passport Office