Value Stream — Adult Passport Renewal
Application-to-despatch flow for a passport office clearing 21,000 renewals a day, where under 47 minutes of hands-on work sits inside a four-day lead time and examination is the constraint that still holds takt.
Make it your own.
title "Adult passport renewal — application to despatch"
supplier "Online and Post Office applications"
customer "Renewed passports despatched" demand: 21000/day
available 16h/day # two shifts across the processing sites
control "Application management system"
process "Automated eligibility check" { ct: 3s; uptime: 98%; operators: 2; fpy: 91% }
wait 2d # chasing the countersignatory and photos
process "Document scanning + indexing" { ct: 6m; uptime: 93%; operators: 150; fpy: 87% }
inventory 9000 applications # examination queue
process "Examination + identity check" { ct: 22m; uptime: 88%; operators: 560; fpy: 79% }
wait 1d6h # referred cases wait for a second examiner
process "Fraud and watchlist referral" { ct: 12m; uptime: 90%; operators: 320; fpy: 95% }
inventory 4200 applications
process "Secure personalisation + print" { ct: 5m; co: 35m; uptime: 82%; operators: 150; shifts: 3; fpy: 99% }
wait 8h # courier consolidation window
process "Despatch + tracked delivery" { ct: 90s; uptime: 96%; operators: 40 }
info "Application submission" from supplier to control electronic
info "Referral decision" from "Fraud and watchlist referral" to control electronic
info "Despatch manifest" from "Despatch + tracked delivery" to customer electronic