Initiatives are part of a wider effort to modernize service delivery and reduce reliance on physical counters
The DGIP is gearing up to roll out a number of digital facilitation measures, including nationwide home delivery of passports and introduction of an AI-based chatbot to assist applicants, Passport DG Muhammad Ali Randhawa said on Sunday.
The planned reforms aim to reduce procedural delays, facilitate public access to services and move the passport system further towards digital and cashless operations.
The initiatives are part of a wider effort to modernize service delivery and reduce reliance on physical counters.
“Applicants will soon have the option of getting passports delivered to their doorsteps,” he said, adding that discussions with a courier company were underway for this purpose.
“After an agreement is signed, the facility will be available across the country. Under this initiative, passports of those who are ready to pay nominal courier charges will be sent directly to their addresses from Islamabad,” he said.
Randhawa said the service will initially be launched in Pakistan, with plans to expand it to overseas Pakistanis in a second phase.
“Meanwhile, a chatbot will also be launched soon,” he said. “Applicants will be able to get guidance through it on procedures and document requirements, and check the status of their passports after submission.”
He said the digital assistant would also help ease pressure on the department’s call center “which is also being expanded”.
A proposal to allow full online submission of passport applications is under “serious” consideration.
“Officials are considering either launching a dedicated app similar to the National Database Registration Authority’s (Nadra) Pak-ID or expanding the scope of Nadra’s app to accept passport applications,” he said.
Randhawa added that applicants would be able to upload previous passports and photographs through the app for registration.
