PICA encourages customers to utilize services implemented for greater convenience

The Passport, Immigration and Citizenship Agency (PICA) is inviting persons to take advantage of the various initiatives that have been instituted over the years to make the passport application process more efficient. This, as the agency has been experiencing a steady increase in the number of applications for passport being submitted through its various locations across the island in recent months.

According to the agency, pre-pandemic applications amounted to 205,115 for the 2019 to 2020 financial year. However, in 2022/2023, this was 223,933, a 9.2 per cent increase or 18,818 more applications over the pre-pandemic figures. The agency has observed that many of these applicants were walk-in customers. As such, it is urging persons to utilize the different measures that were introduced to reduce waiting time, minimize delays and provide greater convenience to its customers.

Among the measures that have been implemented is an Online Adult Passport Renewal service, which is accessible on its website at www.pica.gov.jm. This service allows customers to renew their adult travel document at any time, at their convenience and from anywhere they are across the globe. The applicant will simply complete the application online, upload their passport photo, which does not require certification, and pay the required fees using a debit or credit card. Unfortunately, the following persons cannot use the online system: First-time applicants, persons renewing a child’s passport or applicants who have changed their name or have lost or damaged their passport.

Another initiative that offers convenience to customers is the provision of a Courier Service for the delivery of documents to customers. Both online and walk-in customers can opt for this service and delivery is typically made to any location both locally and overseas.

The agency’s Passport Drop Box Facility was introduced in 2017 and allows persons to submit their application in a drop box without having to wait in line. The service is currently only available at PICA’s head office and at its regional office in Montego Bay and not all applications can be submitted via this channel. Children, first-time applicants and persons who have changed their names or whose passport was lost, stolen or damaged are unable to use the dropbox service.

These three initiatives are designed to help customers spend little or no time at PICA’s offices. In addition, some adult applicants may use the agency’s Simplified Adult Passport Renewal form for added convenience. This form allows adult customers to renew their document without necessitating the usual certification by a Justice of the Peace or by any of the other designated certifying officials.

PICA is aware that its customers desire convenience and as such, the Agency will continue to find innovative ways to meet their expectations and to ensure expediency in the delivery of service. The Agency does not take for granted its customers’ valuable time and appreciates their patience as it seeks to be forward-thinking and to institute additional creative measures to deliver its services in the best ways possible. The current increase in demand for passports may result in some delays; however, PICA will issue advisories to the affected customers to notify them of a new delivery date for their document. In addition, customers are encouraged to check to ensure that their supporting documents are in order, and are only original copies, prior to visiting its offices so as to minimize delays. Persons wishing to know the status of their application can utilize a tracking system on PICA’s website and may direct any issues or concerns they may have to its customer contact centre at info@pica.gov.jm