Home Office – transform

Digitally report or cancel lost or stolen passports

One of a number of projects for the Home Office was the development of an online tool for people to quickly report and cancel lost or stolen passports. This replacement for the existing paper-based system was designed and developed after the identification of user needs and business requirements through user research. A front-end form captures essential details about the lost/stolen passport and a back-end case working system for passport office staff means they can be dealt with efficiently.

The tool has led to a 300% increase in passports reported lost or stolen, with a cancellation rate of 82% – up from 47% on the old email / callback channel.