GAO found significant success in obtaining passports using fraudulent documents in the second investigation in two years. While State is implementing facial recognition technology to close the existing gaps, lawmakers are introducing new legislation to give the agency more security capabilities.
In an effort to incorporate iris, facial and fingerprint recognition technologies across the government, the House Oversight and Government Reform Subcommittee pressed the National Institute of Standards and Technology to set a date for the release of national biometric recognition standards.
Brenda Sprague, the State Department’s deputy assistant secretary for passport services, said the agency has made major changes to its people, process and technology to be able to handle a huge increase in passport applications over the next two years.
Passport Services also plans on rolling out push notifications for application renewals, as part of its efforts to reduce the burden on customer service phone lines.
How does an agency improve customer experience while simultaneously dealing with a shrinking budget, a smaller workforce and maybe even a hiring freeze?