Dear Editor,
The Central Immigration and Passport office continues to operate inefficiently and offer services that induces dissatisfaction in many persons. Earlier this year, I visited the Passport Office to ‘renew’ my passport which basically entails applying for a new passport (after the validity expired of previous passports they were stamped ‘cancelled’ and a new one issued). Although I arrived around 10 a.m. I was told by an officer that they had already taken in the quota for the day and I would have to return another day.
This month I decided to make another attempt at obtaining a valid passport. I enquired about the procedure via telephone. An officer told me that although there wasn’t a quota system in place now applications would only be accepted until 2 p.m. and I needed to fill out the form beforehand. Interestingly, one cannot obtain a passport application form the Central Immigration and Passport Office and I couldn’t find a website for this place. I had to download the form from the website of a consulate.
When I arrived at the Passport Office, I joined a queue and shortly after handed my documents to an officer stationed at the entrance. Her attitude was quite condescending; I felt like a child trying to please a figure of authority. Then when I entered the building, I immediately realised that I would have to spend hours waiting. There were approximately 200 people packed together in that hot space (didn’t notice an air conditioning unit) and no number system, therefore, if after waiting an hour or two, one wants to get a drink or use the washroom, it could mean losing one’s seat or position in the queue.
Editor, the entire process to get a new passport can be greatly improved with just a few realistic changes. These changes would usher in greater efficiency and less wastage of resources. To begin with, why not extend the validity of the Guyana passport to ten years or give people the option to choose a validity period that is ten years or longer than five? I am quite confident that many persons would willingly pay a bit more for a longer validity period. How often does the average Guyanese travel abroad? Even if one were to take a yearly vacation overseas, after five years, there would still be many blank pages in the passport when it is turned over for a new one.
Many countries, including the USA, presently offer passports to citizens with a ten-year validity period. Then again right in Guyana, one of the most if not the most widely used forms of identification, the Guyana Identification Card, has no expiry date. My Guyana ID card which is accepted everywhere in Guyana and is the most recent, was issued in October 2009, more than a decade ago! Then there is the issue of wastage of one’s time and overall inefficiency. In order to apply for a passport, I have to present myself at the Passport Office during business hours and go through the motions which means spending many hours or the entire day just sitting there.
For employees this translates to taking a day off from work then another day off to go uplift the new passport. If passports were issued with longer validity periods or the option was available then the queues would be shorter and the complaints from the public less. The additional resources could be used to improve other aspects to the process such as the waiting area and with a less fatigued staff maybe customer service would improve. Also, a number systems could be implemented to ensure greater order and less dissatisfaction in the queue, there’re always queue jumpers and persons saving a spot for someone.
Other areas for improvement are having passport forms available and signs on or near the building to guide the public on the procedure including documents required. How is it that a Central Passport Office (without a website) does not have passport application forms for the public? Editor, I believe the recommendations I’ve made are feasible and can improve the overall process of applying for a passport.
Sincerely,
Narissa Deokarran