THE past few years have seen a number of changes where the issuance of passports is concerned.

The biggest change, of course, has been the introduction of machine-readable passports and the digitisation of data, that has made the passport application process far less cumbersome, though bugs in the system remain.

Two recent innovations introduced by the interior ministry include the launch of a voice helpline service and a passport home delivery service.

Now people will be able to track their passports, check for passport office locations and get other information related to the travel document in Urdu, English, Pashto, Seraiki and Sindhi. As for the home delivery service, for a small fee passports can be delivered to the applicant’s doorstep by a private courier company in Pakistan’s major cities.

These innovations are welcome, and it is hoped they will further make the process of applying for or renewing a passport easier for citizens.

The home delivery service has initially drawn a lukewarm response. This may well be due to the lack of trust and confidence that citizens have in the state.

Many people are only comfortable with the thought of picking up the document from the passport office themselves. But the state should encourage citizens to opt for the service, and assure them that their documents will safely reach them.

This service can especially be useful for people living in far-flung areas. In fact, the authorities could also consider the services of Pakistan Post in this venture. Meanwhile, the interior ministry needs to maintain greater vigilance at the passport offices.

Despite the positive changes in the method of data collection, most passport offices could do with better organisation and efficiency. For example, despite the simplification of the process, touts and the ‘agent’ mafia are still active and on the prowl, no doubt with encouragement from elements within.

It would also help if more passport offices are opened to process applications in areas with high demand but not enough supply, such as Sindh.

Published in Dawn, January 30th, 2016