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Title page 1

Contents 3

Highlights 2

Letter 5

Background 7

Unusually Long Processing Times in Fiscal Year 2023 Had Various Negative Effects on Passport Applicants 10

Passport Processing in Fiscal Year 2023 Took Longer Than in Fiscal Year 2019 10

Processing Delays' Effects on Passport Applicants Included Interrupted Travel 12

Staffing Shortages and Other Factors Before and During Pandemic Contributed to Processing Delays in Fiscal Year 2023 13

Fiscal Years 2017-2019: Hiring Freeze Limited Staffing, Yet Processing Times Generally Stayed Within Published Time Frames 14

Fiscal Years 2020-2022: Demand for Passports Dropped with Pandemic's Onset, Then Began to Rise While Staffing Fluctuated 16

Fiscal Year 2023: Several Factors Compounded to Delay Passport Processing 17

State Took Various Short-Term Steps Throughout Fiscal Year 2023 to Mitigate Passport Processing Backlog 22

State's Long-Term Plans to Avoid Future Processing Delays Do Not Identify Interim Milestones or Resource Needs 24

State Is Developing Long-Term Plans to Avoid Future Delays 24

State's Transformation Roadmap Does Not Define Milestones for All Projects 25

State Has Nearly Met Staffing Goals for Passport Services but Has Not Determined All Resources Needed for Transformation Roadmap 26

Conclusions 28

Recommendations for Executive Action 28

Agency Comments 29

Appendix I: Comments from the Department of State 32

Appendix II: GAO Contact and Staff Acknowledgments 35

Figures 3

Figure 1. Passport Application, Adjudication, and Production Process 8

Figure 2. Total Number of Passport Applications Received, Fiscal Years 2014-2023 9

Figure 3. Average Passport Processing Times, in Weeks, Fiscal Years 2019 and 2023 11

Figure 4. Timeline of Staffing-Related Events That State Officials Said Contributed to Passport Processing Delays, Fiscal Years 2017-2023 13

Figure 5. Number of Passport Specialists, Fiscal Years 2017-2023 14

Figure 6. Volume of Routine and Expedited Passport Applications, Fiscal Years 2014-2023 18

Figure 7. Passport Applications Stored at National Passport Center, Portsmouth, NH, Fiscal Year 2023 19

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