Ireland’s Passport Service has received national recognition for making passport applications more accessible. Minister for Foreign Affairs and Trade Helen McEntee congratulated the service after Passport Assist won the Best Innovation in CX award at the Irish CX Impact Awards 2026.
Passport Service recognised for customer experience innovation
The award celebrates organisations that improve customer experience through practical, creative solutions. Passport Assist was introduced in December 2025 under the Passport Reform Programme to help people who need additional assistance with their applications or who are less comfortable using online services.
The service provides personalised guidance for customers completing passport applications. By helping people overcome digital and administrative barriers, it supports greater digital inclusion while encouraging more applicants to use Passport Online.
Minister McEntee said the award reflected the “innovative and customer-focused approach” of Passport Service staff. She also described Passport Assist as an example of how public-sector innovation can make essential services easier to access.
How Passport Assist supports passport applicants
Passport Assist offers dedicated, one-to-one support for first-time and renewal passport applications across the island of Ireland. Customers can receive help with the digital application process, including guidance on the information and documents required.
For people who do not wish to apply online, the team can provide a personalised paper application form with key details pre-populated. Applicants are also given information about the supporting documents needed and how to complete the process through their local post office.
- Telephone support is available on 01 613 1795.
- Callers in Northern Ireland can use +353 1 613 1795.
- The service supports both first-time applications and renewals.
- Applicants can receive assistance with digital or paper-based applications.
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Passport Reform Programme continues modernisation
The Department of Foreign Affairs said Passport Assist forms part of a wider reform programme designed to create a modern, digital and citizen-focused Passport Service. The programme aims to improve accessibility, responsiveness and service quality while ensuring that people who need extra support are not excluded from digital public services.
The recognition also highlights the contribution of Passport Service employees, whose work has helped make applications more straightforward for citizens. It follows the service’s broader focus on innovation and customer support through online processing and tailored assistance.
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What the award means for citizens
For applicants, the significance of Passport Assist is practical: people can access personal help rather than being left to navigate the application process alone. This is particularly important for first-time applicants, people with limited digital confidence and anyone who needs clarification about documentation.
The Passport Service award demonstrates how accessible design can improve the experience of using government services. Through Passport Assist, the Department of Foreign Affairs is linking digital efficiency with human support.
Conclusion
The Passport Service’s CX award recognises a clear public-service achievement. Passport Assist is helping more people access passport applications in a way that suits their circumstances, while supporting the goals of Ireland’s Passport Reform Programme. Citizens who need help should contact the service directly before beginning their application.
Article/Image Courtesy: gov.ie