Initiatives part of a broader effort to modernize service delivery and reduce reliance on physical counters
The DGIP is preparing to roll out a series of digital facilitation measures, including doorstep delivery of passports across the country and the introduction of an AI-based chatbot to assist applicants, Director General of Passports Muhammad Ali Randhawa said on Sunday.
The planned reforms aim to reduce procedural times, facilitate public access to services and further orient the passport system towards digital and cashless operations.
These initiatives are part of a broader effort to modernize service delivery and reduce reliance on physical counters.
“Applicants will soon have the option of having their passports delivered to their homes,” he said, adding that discussions were underway with a courier service company for this purpose.
“Once the agreement is signed, the facility will be available across the country. Under this initiative, passports of those who are willing to pay nominal courier charges will be sent directly to their addresses from Islamabad,” he said.
Randhawa said the service would initially be launched in Pakistan, with plans to extend it to overseas Pakistanis in a second phase.
“Meanwhile, a chatbot will also be launched soon,” he said. “Applicants will be able to obtain guidelines on procedures and document requirements, and check the status of their passport after submission.”
He added that the digital assistant would also help reduce pressure on the department’s call center, “which is also being expanded.”
A proposal to allow passport applications to be submitted entirely online is being considered “seriously”.
“Officials are considering either launching a dedicated app similar to National Database Registration Authority’s (Nadra) Pak-ID or expanding the scope of Nadra’s app to accept passport applications,” he said.
Randhawa added that candidates would be able to upload their previous passports and photos through the app for registration.
