In February 2016, I once wrote about my Passport Office Experience, I talked about my surprise at the exceptional customer service at the office. So last Friday I was back again at the offices to apply for passports for my family members. Is Customer Service still exceptional? What has changed in roughly a year?
Well I can confirm that Customer Service at the Passport Office in Harare is still High. What has changed is that the queues are longer-more Zimbos are applying for passports. Perhaps it could be due to the Festive Holidays? We may never know as we need official statistics from the Passport Office.
So on Friday I arrived at the Passport Office at 6:30am and was given number 220. I did not mind to be number 220 knowing that the Passport Office is efficient in processing passport applications. So how did it go?
- My biggest frustration came from the receipting of funds using the swipe machine. There was only one swipe machine and this led to my 1 hour delay in getting application forms
- Folks with cash to buy application forms did not endure any frustrating delays
- Excellent rating for the ladies who work in Rooms 4 and 5. Very patient and helpful ladies. The lady in Room 5 is responsible for taking and processing photos. The lady in Room 4 is responsible for final checking of documents and authorisation.
- How long did it take me? I left the offices at 11:30am. I had unnecessary delays because my young kids needed photos to be taken (The Office does not take photos of minors). My time could have been less had I brought cash to pay for the passport forms.
- By the time I left at 11:30am, more folks were still flocking in. My own estimate is that close to a thousand people came to the offices.
- The Bond note is accepted for passport forms applications
- In February 2016 the offices were open during the weekend (Saturday)-this is no longer the case-they only open during the working week.
So my overall rating is still high for the office although a few areas need to be improved on such as:
1.Bring more swipe machines for use. Also advise members of public on use of bank cards because I witnessed folks who brought other people’s cards being turned away.
2.Enable payments through the Eco Cash platform
3.Put a Suggestions Box
4.Put Anti-Fraud Posters
5.Have contingent plans for the rain season
6.Improve on ventilation
7.Your website is down
8. Establish a Help Desk
If you are visiting the Passport Office to apply for a passport then take note of the following issues:
a) If you are an adult, no need to bring photos, the office does this for you for free
b) Bring photo copies of your documents-Photocopying outside the Passport Office is pricey-$1 for two copies!
So have fun next time you visit the Passport Office, we encourage them to keep up the high standards of course they have a few areas that they need to improve on. I witnessed a good number of people submitting forms for Diaspora relatives –perhaps not necessary, how about decentralising the process to all Embassies or even online?
To other Government Departments-you surely need to visit the Passport Office and learn about efficiency. To the Private Sector-you too need to visit the Passport Office and learn about Customer Service because the Passport Office is our ZBIN 2016 Customer Service Award Winner.
