Session type:

Case Study

Presented by:

Ian Hodgkiss

Equal Experts

Paul McCarthy

HM Passport Office

Session time:

16 May 16:40 17:25

Session duration:

45 minutes

About the session

His Majesty's Passport Office (HMPO) is an agency within the UK Home Office, a 240-year-old government department of 50,000 employees. HMPO processes 27 million applications and prints seven million passports a year, but six years ago we were at a crossroads. Processing paper-based applications in our legacy system was time-consuming, costly and inefficient.

We committed to a long-term business transformation, and despite some tough challenges, we've printed 17 million passports and digitised 90% of our user journeys.

In this session, we'll share the story of how HMPO has leveraged a model office approach to bring about meaningful and rapid change in business operations and enable accelerated programme delivery to complete the 10% long tail.

Participant takeaways:

  • Visualise how painful and wasteful a legacy system replacement programme can be.
  • Discover how to leverage data to make more informed delivery choices.
  • Learn the benefits and how to put the business at the core of solving your programme delivery challenges.
  • Understand a better alternative to the traditional programme roadmap.


Thought provoking, Technique

About the speaker(s)