Going digital at his majesty's passport office - from zero to 1...
summary
HMPO replaces a paper-driven passport process (50M passports in circulation, ~7M applications/year) by building a steel thread, 50+ microservices and CI/CD and automated test suite so nothing reaches live without tests; uses Kanban, pilot user groups and a national queue and microservices architecture to scale 3000 caseworkers. Results: ~98% of applications route through the new system, ~60% casework automated, ~23M passports printed so far, ~2,500 deployments/year and average handling time cuts of about two minutes.
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chapters (8)
- 0:00Passport office transformation
- 3:15Paper system flaws
- 6:25Phase one: Trust and proof
- 10:18Phase two: Scaling and feedback
- 13:51Phase three: 3,000 users
- 17:03Edge cases and long tail
- 21:01Results and impact
- 24:16Q&A
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