HM Passport Office bags customer service award

Home Office body gets stamp of approval for satisfaction strategy

HM Passport Office staff Rhys Lewis and Jay Potton receive their award from TV presenter Michael Underwood and an event sponsor Credit: Mark Hakansson & Institute of Customer Service

By Jim.Dunton

08 Mar 2018

Her Majesty’s Passport Office has won a national award in recognition of its strategic approach to customer satisfaction, hot on the heels of another accolade for the organisation.

Earlier this week the Home Office body, which issues more than 6 million passports a year, picked up the “Rant & Rave Best Customer Satisfaction Strategy Award” at the Institute of Customer Service’s annual awards.

It saw HMPO ranked alongside other category winners that included online retail giant Amazon, Yorkshire Bank, and power company Centrica. Non-departmental public body the Disclosure and Barring Service – which is also overseen by the Home Office, was the only other public body among the 16 gong winners, picking up the “InMoment Customer Commitment Award”.


HMPO director general Mark Thomson said the organisation’s latest award underscored the progress it was making.

“It is my ambition to provide a world class customer experience, and this award is evidence that we are making great strides in achieving this goal,” he said. 

“I am delighted that HM Passport Office has won this award in recognition of the excellent customer service we provide.”

HM Passport Office was also nominated for the “Grass Roots Best Customer Service Collaboration Award” category in the March 6 event. It was pipped to the post by construction firm Skanska UK in that category.

In January, HM Passport Office was rated the top-performing national public sector organisation for customer service by the UK Customer Satisfaction Index. The index is published twice a year by the Institute of Customer Service.

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