Emergency travel documents
Digitising user journeys
Phil Buckley, Digital Transformation Manager
@philbuckley5
November 2014
UNCLASSIFIED
1.Starting with
straightforward cases:
lost or stolen passports
1.1 What happens now: for the user
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
gets to
consulate
fills in
form by
hand
form goes under
counter with docs,
passport photo
Gill waits
for a long
time
1.1 Then at the consulate:
Somewhere in Spain:
Gill loses
passport
X
fills in
form by
hand
form goes under
counter with docs,
passport photo
gets to
consulate
finds
consulate
Gill waits
for a long
time
At this point:
handwritte
fills in
n form
form by
Arnold
reads the
forms
checks
omnibase
checks
itinerary
checks ID:
face,
interview,
signature
hand
retypes
data into
compass
copies into
bridge
VISA
Gill pays by
credit card
Emma
approves
Arnold
prints ETD
check
ETD by
eye
passport
reader
check
scan
documents
scan photo
1.3 And finally:
Somewhere in Spain:
Gill loses
passport
X
fills in
form by
hand
form goes under
counter with docs,
passport photo
gets to
consulate
finds
consulate
Gill waits
for a long
time
At this point:
handwritte
fills in
n form
form by
Arnold
reads the
forms
checks
omnibase
checks
itinerary
checks ID:
face,
interview,
signature
hand
retypes
data into
compass
copies into
bridge
scan
documents
scan photo
VISA
Gill pays by
credit card
Emma
approves
Gill
checks
Arnold
prints ETD
check
ETD by
eye
passport
reader
check
Gill is
happy!
2. Suggested process
changes: phase 1
User fills in details online
2.1: user fills in details online
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in details
online
books
appt
gives
card
details
gets to consulate,
provides passport
photo and docs
Gill waits
for less
time
2.2: user fills in details online
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in details
online
books
appt
gives
card
details
gets to consulate,
provides passport
photo and docs
Gill waits
for less
time
● Application data will be stored in a new ‘hold’ area or if
possible straight into Bridge
● Consular team member Arnold can do some checks in
advance and contact Gill if she has made mistakes
● He will be able to batch-process the work
2.3: pre-appointment checks
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in details
online
In advance:
Arnold
logs in
checks Gill’s
application in
Bridge or new
‘hold’ area
checks
omnibase
books
appt
gives
card
details
gets to consulate,
provides passport
photo and docs
Gill waits
for less
time
2.4: pre-appointment checks
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in details
online
books
appt
gives
card
details
gets to consulate,
provides passport
photo and docs
Gill waits
for less
time
In advance:
Arnold
logs in
checks Gill’s
application in
Bridge or new
‘hold’ area
checks
omnibase
● Arnold can confirm/ cancel the appointment if necessary
● When Gill arrives, he will do the ID and itinerary checks and
print out the ETD
● Data will already be entered electronically so no retyping
● Payment details are already taken so he can OK the charge
2.5: final checks
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in details
online
In advance:
books
appt
gives
card
details
gets to consulate,
provides passport
photo and docs
Gill waits
for less
time
When Gill arrives:
typed
data
Arnold
logs in
Payment
taken from
card details
checks Gill’s
application in
Bridge or new
‘hold’ area
Emma
approves
checks
omnibase
Arnold
prints ETD
checks
itinerary
checks ID:
face,
interview &
signature
check
ETD by
eye
data copied
into Compass
[and Bridge]
passport
reader
check
scan
documents
scan photo
2.6: final checks
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in details
online
In advance:
books
appt
gives
card
details
gets to consulate,
provides passport
photo and docs
Gill waits
for less
time
When Gill arrives:
typed
data
Arnold
logs in
checks Gill’s
application in
Bridge or new
‘hold’ area
checks
omnibase
checks
itinerary
checks ID:
face,
interview &
signature
● Gill then simply collects the ETD
Emma
approves
Arnold prints
ETD
check
ETD by
eye
passport
reader
check
data copied
into Compass
[and Bridge]
scan
documents
scan photo
2.7: final checks
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in details
online
In advance:
books
appt
gives
card
details
gets to consulate,
provides passport
photo and docs
Gill waits
for less
time
When Gill arrives:
typed
data
Arnold
logs in
Payment
taken from
card details
checks Gill’s
application in
Bridge or new
‘hold’ area
Emma
approves
checks
omnibase
checks
itinerary
checks ID:
face,
interview
signature
data copied
into Compass
[and Bridge]
scan
documents
scan photo
Gill
checks
Arnold
prints ETD
check
ETD by
eye
passport
reader
check
Gill is
happy!
3. Suggested process changes
phase 2:
● User sends passport photo
● User either takes photo of
supporting docs or forwards
emails of them
3.1: user takes photos/ forwards
emails
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in
details
online
user
forwards
docs
user
takes pp
photo
books
appt
gives
card
details
gets to
consulate
Gill waits
for much
less time
3.2: user takes photos/ forwards
emails
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in
details
online
user
forwards
docs
user
takes pp
photo
books
appt
gives
card
details
gets to
consulate
Gill waits
for much
less time
● This allows Arnold to do every check apart from ID in advance
giving a very high likelihood of issuing an ETD if he confirms
the appointment
● This makes it faster for Gill and reduces the chances of a
wasted journey
● It also saves Arnold scanning things and may allow him to fully
prepare the documents ready to press print once the ID check
is done
3.3 user takes photos/ forwards
emails
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in
details
online
user
forwards
docs
user
takes pp
photo
books
appt
In advance:
typed
data
Arnold
looks at
applications in
Bridge or new
‘hold’ area
checks
omnibase
checks
itinerary
data copied
into bridge (if
necessary)
gives
card
details
gets to
consulate
Gill waits
for much
less time
3.4: user takes photos
Somewhere in Spain:
Gill loses
passport
X
finds
consulate
fills in
details
online
user
scans
docs
user
takes pp
photo
books
appt
gives
card
details
typed
data
looks at
applications in
Bridge or new
‘hold’ area
Payment
taken from
card details
Emma
approves
Gill waits
for much
less time
When Gill arrives:
In advance:
Arnold
gets to
consulate
checks
omnibase
checks
itinerary
typed
data
data copied
into bridge (if
necessary)
checks ID:
face,
interview
data copied
into compass
Gill
checks
Arnold
prints ETD
check
ETD by
eye
passport
reader
check
Gill is
happy!
4. Phase 3: Further ideas
●
●
●
●
●
●
●
●
●
●
Automated itinerary check (look up flight plans)
Link in with insurers databases to claim payment
Can you save your form ½ way eg mum fills in some of it?
More difficult cases such as expired passports, first time
applications
Link with GOV.UK Verify
Delivery via trusted 3rd parties: Honorary Consuls, lawyers
near airports
Integration with HMPO passport application system
Link omnibase check with Bridge/ automate omnibase check
(note that Omnibase is being replaced by a new DVA system)
More payment methods
Have a ‘photocopy your passport using NFC’ app which then
fills in the form?
5. Things companies may like to
think about:
● Will need to meet all 26 points of DbD standard
● HMPO have developed a good amount of software
which we would like to use including a passport photo
image check and a well-tested form
● Integration with the ‘Bridge’ and ‘Compass’ systems
will require heavy security and may require some files
hosted on the FCOS network
● Management information will be required, along with
an API to it and regular pushing of data to the UK
Govt’s performance platform
● We will need to be able to roll it out by post and by use
case!
● Will need to integrate with pre-existing appointments
system BookingBug, and with a pre-existing payments
Emergency travel documents
Digitising user journeys
Phil Buckley, Digital Transformation Manager
@philbuckley5
November 2014
UNCLASSIFIED