Digital Customer Services: caseworker guidance
Tells HM Passport Office staff how customers apply for a passport online using Digital Customer Services.
Documents
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
Updates to this page
Last updated
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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.
Update history
2025-11-14 16:03
This guidance has been updated to remove references to Application Management System (AMS).
2025-02-04 13:57
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.
2023-11-01 14:26
First published.