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Guidance

Digital Customer Services: caseworker guidance

This guidance tells HM Passport Office staff how customers apply for a passport online using Digital Customer Services.

Updates to this page

From:
HM Passport Office
Published:
1 November 2023
Last updated:
28 September 2026
Show all updates

  1. Updated the guidance throughout; a full list of the changes can be found in the section "Changes from last version of this guidance".

  2. This guidance has been updated to remove references to Application Management System (AMS).

  3. This guidance has been updated: to tell DAP (Digital Application Processing) examiners they may be able to change the application type in DAP (if this is incorrect) under specific circumstances; to include Digital Fast Track applications; to remove incorrect information about ‘Additional information’; with minor terminology changes; to include Premium service applications.

  4. First published.

Documents

Digital Customer Services: how a customer applies online

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Details

This guidance tells HM Passport Office staff about Digital Customer Services (DCS) and explains:

  • what services are available online
  • who can apply online, and how they apply and what information they must give us
  • what documents the customer must send us and how we will return them
  • when the customer must supply a digital referee

Some customers may apply online through DCS at a Post Office. The Post Office will provide a Check & Send service for these applications, see Digital Check & Send (tablet): how a customer applies guidance.

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