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FY 16-17: Agency Priority Goal

Excellence in Consular Service Delivery

Priority Goal

Improve visa and passport customer service and processing speed in support of the travel and tourism sector of the U.S. economy, while preserving the integrity of passport and visa adjudication processes.

Through September 30, 2017, process 99 percent of all passport applications within published timeframes and ensure 80 percent of nonimmigrant visa applicants are interviewed within three weeks of the date of application.

Themes:

Management

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Performance Indicators

Passport Processing Efficiency

Indicator target and actual value information
Fiscal Year Quarter	Period Ending (Month, Year)	Target Value	Actual Value	Explanation of Actual
2016-Q1	December, 2015	99	99.9	Passport Services effectively distributed applications across the network of passport agencies and centers to ensure that resources were fully employed and customer service timeframes were met. Passport Services’ continuous analysis of workload and judicious use of overtime ensured the timely processing of passport applications prior to the highest demand months, which occur in quarters two and three.
2016-Q2	March, 2016	99	99.9	Combined percentage of routine applications (99.9 percent) and expedited cases (99.9 percent).
2016-Q3	June, 2016	99	99.9	Combined percentage for routine applications (99.9 percent) and expedited cases (99.9 percent), although applications increased by 11 percent compared to FY 2015 Q3.
2016-Q4	September, 2016	99	99.9	Combined percentage for routine applications (99.9 percent) and expedited cases (99.9 percent), although applications increased by 5.9 percent compared to FY 2015 Q4.
2017-Q1	December, 2016	99
2017-Q2	March, 2017	99
2017-Q3	June, 2017	99
2017-Q4	September, 2017	99

Indicator Statement:

99% of all passport applications processed within the targeted timeframe, as shown on the Department’s website.

Indicator Reporting Frequency: Quarterly

Indicator Direction: STABLE

Visa Applicant Interview Wait Times

Indicator target and actual value information
Fiscal Year Quarter	Period Ending (Month, Year)	Target Value	Actual Value	Explanation of Actual
2016-Q1	December, 2015	80	91.1	The Department continues to exceed the goal of 80 percent of NIV applicants receiving appointments in three weeks or less through active shifting of staff resources toward posts facing workload surges, as well as efficiencies and process improvements at overseas posts. The Bureau of Consular Affairs (CA) and overseas consular managers both continuously monitor NIV wait times. Each week, posts report wait times and CA calculates the global metric. CA works with overseas consular managers to analyze developing trends to determine whether the workload justifies additional short-term support or additional full-time positions. Thus far, CA has been successful in identifying available resources to meet the most pressing staffing needs.
2016-Q2	March, 2016	80	94	The increased compliance is a result of the time of year: Q2 is not a peak demand period.
2016-Q3	June, 2016	80	84	Staffing challenges, including in India where host government policies made providing support more difficult, led to lower than normal percentages. On a quarterly basis, however, the Bureau exceeded the target value.
2016-Q4	September, 2016	80	84	Staffing challenges, including in India where host country visa policies limited staff augmentation, led to lower than normal percentages.
2017-Q1	December, 2016	80
2017-Q2	March, 2017	80
2017-Q3	June, 2017	80
2017-Q4	September, 2017	80

Indicator Statement:

80% of all nonimmigrant visa applicants interviewed worldwide within three weeks of the date of application.

Indicator Reporting Frequency: Quarterly

Indicator Direction: STABLE

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Quarter	APG Milestones
FY 2016 Quarter One	Process 99 percent of all passport applications within published timeframes. Ensure 80 percent of nonimmigrant visa applicants are interviewed within three weeks of the date of application.
FY 2016 Quarter Two	Process 99 percent of all passport applications within published timeframes. Ensure 80 percent of nonimmigrant visa applicants are interviewed within three weeks of the date of application.
FY 2016 Quarter Three	Process 99 percent of all passport applications within published timeframes. Ensure 80 percent of nonimmigrant visa applicants are interviewed within three weeks of the date of application.
FY 2016 Quarter Four	Process 99 percent of all passport applications within published timeframes. Ensure 80 percent of nonimmigrant visa applicants are interviewed within three weeks of the date of application.
FY 2017 Quarter One	Process 99 percent of all passport applications within published timeframes. Ensure 80 percent of nonimmigrant visa applicants are interviewed within three weeks of the date of application.
FY 2017 Quarter Two	Process 99 percent of all passport applications within published timeframes. Ensure 80 percent of nonimmigrant visa applicants are interviewed within three weeks of the date of application.
FY 2017 Quarter Three	Process 99 percent of all passport applications within published timeframes. Ensure 80 percent of nonimmigrant visa applicants are interviewed within three weeks of the date of application.
FY 2017 Quarter Four	Process 99 percent of all passport applications within published timeframes. Ensure 80 percent of nonimmigrant visa applicants are interviewed within three weeks of the date of application.

Primary tabs

Excellence in Consular Service Delivery

Priority Goal

Goal Overview

Strategies

Progress Update

Next Steps

Performance Indicators

Passport Processing Efficiency

Visa Applicant Interview Wait Times

Contributing Programs & Other Factors