You said, we did 2020 (accessible version)
Published 11 November 2020
© Crown copyright 2020
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/publications/you-said-we-did-2020/you-said-we-did-2020-accessible-version
Changes we’ve made from your feedback
You said
When you applied online and we needed you to get a new digital referee, you didn’t want your application to leave the digital channel.
You wanted a quick, simple and easy way to contact HM Passport Office.
You wanted to apply online and get your passport quickly.
We did
We amended our processes and created digital referee letters which stopped you having to fill out a paper application form. This improved your online customer journey and reduced transaction times.
We launched our webchat service in August 2019. Webchat has given us a new way to answer your questions quickly.
We launched an Online Premium service for customers that need to renew their passport urgently. You can now apply, pay and book an appointment online.
Give us feeback
You can give us feedback in the following ways:
- by completing the ‘what do you think?’ leaflet
- completing our online form