By Patricia H. Kushlis
Update April 1
It’s past March 28 (National Passport Day) and we’ve been getting an increasing number of hits on our passport information posts over the past month. More than we’ve seen in the past 18 months at any one time.
Can’t Get through to the NPIC? Here are parts of the problem.
We understand that the Consular Affairs Bureau at the State Department changed contractors earlier this year and that AT&T lost the contract for the National Passport Information Center (NPIC) which has caused this efficient facility in New Hampshire to close. The new contractor, Peckham, has apparently subcontracted much of the work to an outfit called Vangent which is opening a new facility in Arizona.
This is one reason the call-in information lines at the NPIC are responding with the “we can’t take your call right now” – or are just ringing off the hook. The Consular Affairs Section webpage is advising callers to call the NPIC before or after normal business hours but no explanation is given.
There are other reasons too: most significantly a problem with the webpage's application locator number function which as of today is still not operating. When this problem will be resolved is anyone’s guess but we are assured it is a high priority and should be back in service soon. Once it is this should relieve at least some of the increased call-in volume and make it easier for callers to talk to a live person.
Meanwhile, if you can wait 72 hours for your application locator information we suggest you use the e-mail address listed on the webpage as opposed to the NPIC call-in line. That's the turn-around time, the Consular Affairs Bureau has pledged for an e-mail response. Chances are good there is not a problem with the processing itself - a vast majority of all applications are processed within four weeks but there is a small backlog that should be resolved within the next couple of weeks.
If, however, you are within seven days of departure you do need to call in - so stay on the line and/or call in after hours (and stay on the line until it is answered). If that doesn't work, call (don't e-mail) your member of Congress or one of your Senators during regular business hours. Their constituency representatives can be life-savers in emergencies.
We would like to know how well the phone line and e-mail turn around time are working for those of you who have tried calling or e-mailing the NPIC recently. Do the NPIC lines work satisfactorily outside business hours? When are the best times to call? Have you received the information you needed once you got through? How is the e-mail function operating?
Application waiting times have increased so give yourself plenty of time
The time from application to passport in hand of applicant is currently four - six weeks for a non-expedited application. About 85% of applicants are receiving their passports within four weeks. But be aware: This is the busiest application season (February 1 - mid-July) so allow yourself plenty of time from start to finish: and plan for the unexpected delay.
We have been advised that the processing time should be back to normal by April 11 and that the Western Hemisphere Initiative is expected to go ahead on June 1 as scheduled.
Comments section now open
We have opened the comments section on this post and would like to hear from you regarding your recent experiences.
For telephone numbers of the regional passport agencies throughout the US please see our Passport Tips page. The page also includes advice as to ways people navigated the pesky NPIC telephone feedback loop in the past.
Handling emergency needs
In case of emergency international travel needs and you can’t reach the NPIC or obtain an emergency appointment at the regional passport agency nearest you (that also is supposed to be scheduled through the ringing-off-the hook NPIC phone number), we suggest calling the office of one of your US Congressional representatives. Their constituency representatives have been incredibly helpful in resolving such problems in the past.
Since the US Government is required to start demanding passports or passcards for entry into the US via whatever (land, air or sea) means beginning June 1, 2009, the volume in passport applications may once again peak in the coming months although thus far it has held steady. The primary exception to this rule is for children 16 and under who may instead show their birth certificates or naturalization documents. See details here.
The State Department is supposed to be prepared this time around: and there has been a significant increase in staff over the past 18 months. We hope and trust, therefore, that we will not see a return to the problems of spring 2007 which triggered a Congressional investigation before the backlog was resolved and the heart-breaking and uncalled for delays eliminated. Meanwhile – don’t wait until the last minute to apply for your passport. Do yourself a favor: Plan Ahead.