Passport system ready after three-year delay

The UK Passport Service (UKPS) has finally completed the roll out of its new IT system - nearly three years after it was first due.

With the implementation of the digital Passport Application Support System (PASS) system at the Glasgow passport office, the new system is fully operational.

PASS, developed and implemented by Siemens Business Services, was intended to replace an ageing computer system. It was due to be completed by February 1999, but was delayed following trouble with the initial implementation at offices in Liverpool and Newport, causing a widespread problem issuing passports.

At the peak of the 1999 crisis, passport processing times ranged between 25 and 50 days, compared to the UKPS target of 10 working days, and by June 1999, around 565,000 applications were awaiting processing, a backlog of over a month's work. The problems cost the UKPS £12.6 million.

A Siemens spokesman told Computing one reason for the delay in completing the roll out was a low risk, gradual approach rather than a 'big bang' installation: 'As a result of the delays of summer 1999 a decision was taken to suspend the roll out until a full review had taken place. As part of a low risk approach, offices were converted [to PASS] in the low season,' he said. The largest office, Peterborough, was upgraded in the low season last year, and the remaining offices this year.

'With the completion of the roll out the service will now be conducting a post implementation review which, among other things, will fully evaluate actual and planned costs. The review should be completed in early 2002,' said junior Home Office minister Angela Eagle in a written response to a parliamentary question.

The new system will improve security of passports. According to the UKPS annual report, 5.5 million passports were issued in 2000-2001, with only 73 travel dates missed.