“This has been a summer of chaos at the passport office. At its peak, the backlog of passport applications reached half a million, with British citizens unable to go on holiday and sick children unable to return to Britain. The state should not be exploiting its own citizens by making a profit on what is a basic right. A British passport, an essential document for travel by British citizens, had become the subject of emergency statements and crisis management.
There has been a complete management failure at the highest levels of the organisation. Despite making a surplus of £124 million over the past 2 years, making record overtime payments and giving its chief executive a salary larger than the Home Secretary's it is scandalous that bonuses of £674,000 have been awarded during this period. The management of this organisation would be unlikely to survive to the final round of " The Apprentice". The HMPO should lose its agency status and be brought back under direct ministerial control following this appalling series of failures.
They have delivered a shamefully poor service to the estimated 5.6 million British citizens living abroad. The decision to transfer responsibility for processing overseas passport applications from the FCO to the HMPO was a mistake. The focus has been on departmental budgets, rather than on providing a service paid for by citizens.