Emergency travel documents Digitising user journeys Phil Buckley, Digital Transformation November 2014 UNCLASSIFIED

1.Starting with straightforward cases: lost or stolen passports

1.1 What happens now: for the user gets to consulate finds consulate fills in form by hand Gill waits for a long time Gill loses passport Somewhere in Spain: form goes under counter with docs, passport photo X

gets to consulate X finds consulate fills in form by hand Gill waits for a long time Gill loses passport At this point: checks omnibase checks itinerary checks ID: face, interview, signature fills in form by hand retypes data into compass handwritte n form copies into bridge check ETD by eye passport reader check scan documents scan photo Somewhere in Spain: form goes under counter with docs, passport photo Arnold reads the forms Gill pays by credit card Emma approves Arnold prints ETD VISA 1.1 Then at the consulate:

1.3 And finally: gets to consulate X finds consulate fills in form by hand Gill waits for a long time Gill loses passport At this point: checks omnibase checks itinerary checks ID: face, interview, signature fills in form by hand retypes data into compass handwritte n form copies into bridge check ETD by eye passport reader check scan documents scan photo Somewhere in Spain: form goes under counter with docs, passport photo Arnold reads the forms Gill checks Gill is happy! Gill pays by credit card Emma approves Arnold prints ETD VISA

2.Suggested process changes: phase 1 User fills in details online

2.1: user fills in details online gets to consulate, provides passport photo and docs finds consulate Gill waits for less time Gill loses passport Somewhere in Spain: fills in details online books appt gives card details X

2.2: user fills in details online gets to consulate, provides passport photo and docs finds consulate Gill waits for less time Gill loses passport Somewhere in Spain: fills in details online books appt gives card details ●Application data will be stored in a new ‘hold’ area or if possible straight into Bridge ●Consular team member Arnold can do some checks in advance and contact Gill if she has made mistakes ●He will be able to batch-process the work X

2.3: pre-appointment checks gets to consulate, provides passport photo and docs X finds consulate Gill waits for less time Gill loses passport Arnold logs in In advance: checks omnibase Somewhere in Spain: fills in details online books appt gives card details checks Gill’s application in Bridge or new ‘hold’ area

2.4: pre-appointment checks gets to consulate, provides passport photo and docs X finds consulate Gill waits for less time Gill loses passport Arnold logs in In advance: checks omnibase Somewhere in Spain: fills in details online books appt gives card details checks Gill’s application in Bridge or new ‘hold’ area ●Arnold can confirm/ cancel the appointment if necessary ●When Gill arrives, he will do the ID and itinerary checks and print out the ETD ●Data will already be entered electronically so no retyping ●Payment details are already taken so he can OK the charge

2.5: final checks gets to consulate, provides passport photo and docs X finds consulate Gill waits for less time Gill loses passport Arnold logs in In advance: checks omnibase checks itinerary checks ID: face, interview & signature data copied into Compass [and Bridge] typed data scan documents scan photo Somewhere in Spain: fills in details online books appt When Gill arrives: check ETD by eye passport reader check Payment taken from card details Emma approves Arnold prints ETD checks Gill’s application in Bridge or new ‘hold’ area gives card details

2.6: final checks gets to consulate, provides passport photo and docs X finds consulate Gill waits for less time Gill loses passport Arnold logs in In advance: checks omnibase checks itinerary checks ID: face, interview & signature data copied into Compass [and Bridge] typed data Emma approves Arnold prints ETD check ETD by eye passport reader check scan documents scan photo Somewhere in Spain: fills in details online books appt gives card details When Gill arrives: ●Gill then simply collects the ETD checks Gill’s application in Bridge or new ‘hold’ area

2.7: final checks gets to consulate, provides passport photo and docs X finds consulate Gill waits for less time Gill loses passport Arnold logs in In advance: checks omnibase checks itinerary checks ID: face, interview signature data copied into Compass [and Bridge] typed data scan documents scan photo Somewhere in Spain: fills in details online books appt When Gill arrives: check ETD by eye passport reader check Gill checks Gill is happy! Payment taken from card details Emma approves Arnold prints ETD checks Gill’s application in Bridge or new ‘hold’ area gives card details

3.Suggested process changes phase 2: ●User sends passport photo ●User either takes photo of supporting docs or forwards s of them

3.1: user takes photos/ forwards s gets to consulate X finds consulate Gill waits for much less time Gill loses passport Somewhere in Spain: fills in details online books appt gives card details user forwards docs user takes pp photo

3.2: user takes photos/ forwards s gets to consulate X finds consulate Gill waits for much less time Gill loses passport Somewhere in Spain: fills in details online books appt gives card details user forwards docs user takes pp photo ●This allows Arnold to do every check apart from ID in advance giving a very high likelihood of issuing an ETD if he confirms the appointment ●This makes it faster for Gill and reduces the chances of a wasted journey ●It also saves Arnold scanning things and may allow him to fully prepare the documents ready to press print once the ID check is done

3.3 user takes photos/ forwards s gets to consulate X finds consulate Gill waits for much less time Gill loses passport Arnold In advance: checks omnibase checks itinerary data copied into bridge (if necessary) typed data Somewhere in Spain: fills in details online books appt gives card details user forwards docs user takes pp photo looks at applications in Bridge or new ‘hold’ area

3.4: user takes photos gets to consulate X finds consulate Gill waits for much less time Gill loses passport Arnold In advance: checks omnibase checks itinerary checks ID: face, interview data copied into bridge (if necessary) typed data Somewhere in Spain: fills in details online books appt user scans docs user takes pp photo When Gill arrives: typed data data copied into compass check ETD by eye passport reader check Gill checks Gill is happy! Payment taken from card details Emma approves Arnold prints ETD gives card details looks at applications in Bridge or new ‘hold’ area

4.Phase 3: Further ideas ●Automated itinerary check (look up flight plans) ●Link in with insurers databases to claim payment ●Can you save your form ½ way eg mum fills in some of it? ●More difficult cases such as expired passports, first time applications ●Link with GOV.UK Verify ●Delivery via trusted 3rd parties: Honorary Consuls, lawyers near airports ●Integration with HMPO passport application system ●Link omnibase check with Bridge/ automate omnibase check (note that Omnibase is being replaced by a new DVA system) ●More payment methods ●Have a ‘photocopy your passport using NFC’ app which then fills in the form?

5.Things companies may like to think about: ●Will need to meet all 26 points of DbD standard ●HMPO have developed a good amount of software which we would like to use including a passport photo image check and a well-tested form ●Integration with the ‘Bridge’ and ‘Compass’ systems will require heavy security and may require some files hosted on the FCOS network ●Management information will be required, along with an API to it and regular pushing of data to the UK Govt’s performance platform ●We will need to be able to roll it out by post and by use case! ●Will need to integrate with pre-existing appointments system BookingBug, and with a pre-existing payments system.

Emergency travel documents Digitising user journeys Phil Buckley, Digital Transformation November 2014 UNCLASSIFIED