Fintan Coyle

I’ve been a member of the Passport Reform Team, which is based in Mount Street in Dublin, since 2013. That means I’m part of developing a comprehensive reform package which will aim to meet the needs of the Passport Service over the next 10 years. Our main objectives are to provide our citizens with a choice of application channels, to ensure the security of the passport and to support staff in the adoption of new business processes and technology.

I am proud to be part of a team that developed the world’s first passport card, which was introduced at the end of last year. While this travel document may be small in size, it presented huge challenges, from the security features that are evident on the card to the processing of the applications in the back office. We addressed each challenge with professionalism, as a team that I really enjoy being part of.

Throughout 2016 I delivered additional internal security processes across the Passport Service and continued to monitor the success of the passport card. The public feedback on the card has been excellent. The introduction of the system for delivery of the passport card was of great help to me and my colleagues in planning and developing our next big project – the introduction of an adult online renewal service in 2017! Moving our customers into the digital space is important as it helps to future proof the system and ensures that we give them the best service possible. I’ve also been leading a project on the introduction of changes to the production system in the office in parallel with this, as the two have to complement each other.

Next year will be my final year as a public servant as I look forward to the next chapter of my life. I have been fortunate in the Department to work on very interesting projects and have made lifelong friends. I am sure that the Passport Reform Team will continue to innovate and introduce change in my absence and I wish them every success.