Passport woes a hindrance to global mobility

The Department of Immigration and Emigration has turned into more of a campsite rather than a government office Long queues outside are no longer visible because the applicants are taken inside to avoid the issue getting media attention (pix by Nimalsiri Edirisinghe)

• There have been reports of limited availability of appointment slots
• According to applicants another disappointing aspect is the way officials treat people
• Bureaucratic obstacles and an inefficient online application system can add to the complications
• Students hoping to immigrate for higher education have complained of missing entry dates to foreign universities because of the passport delays

Among the countless trials and tribulations faced by the citizens of Sri Lanka, obtaining a passport is certainly one of them. The process can be extremely challenging due to several reasons; long waiting times for appointments and processing can delay the issuance, which may stretch to several weeks or even months. There have been reports of limited availability of appointment slots and long queues at the Department of Immigration and Emigration (DoIE). The required documentation can also be cumbersome, with applicants complaining that they have to meet strict criteria; any errors in paperwork can lead to further delays.  

It also seems that some applicants are unaware or confused about the entire procedure, and it would be better to have a clear system in place with instructions for each step, so that people don’t waste time or make any errors”
- Kasthuri from Kurunegala

Mistakes that cause delays

Bureaucratic obstacles and an inefficient online application system can add to the complications, with many applicants, especially among the elderly struggling to access or navigate the system. Sri Lankan students hoping to pursue their higher education abroad have also complained since many have missed their university entry date all because of the delays in obtaining a mere passport. 

Moreover, there have been errors, such as spelling mistakes, after passports are issued. These errors creep into names, dates of birth or other details. Such mistakes can cause delays and complications for travelers, as they may need to apply for corrections or even reissue the passport which is even more time-consuming. 

The challenges that an individual seeking a passport must endure clearly show the inefficiency of the government sector and their services, often taxing citizens mercilessly without providing adequate returns.
Before we dive into a few sentiments from those in the first floor of the DoIE, the iconic ‘passport office’, an interesting observation made by a taxi driver, stationed just outside the premises, should be mentioned. According to him, there is no real improvement in the situation since the time this crisis began. The taxi driver (a male) explained that the reason the long queues are no longer visible is not because the passport issue has been resolved, but because most applicants are taken inside early in the morning to prevent media exposure of the ongoing problems that had previously been highlighted. 

To explore and verify his claim, Daily Mirror entered the premises of the DoIE, only to witness absolute chaos; individuals lying on the floor - some had been there for two to three days. The view could only be described as a campsite rather than a government office. The frustration of the applicants waiting was palpable, and the loud voices of officials yelling at them echoed through the entire floor. 

When asked about their experience with the one-day passport service, Harshani from Polonnaruwa remarked, “I arrived here at 5:00 am, paid the required fee, got my token and have been sitting here on the floor with my mother ever since. The online application process was manageable, but all the problems started when we came here to collect our passports. Today was our scheduled appointment, but it feels pointless because we are stuck here with everyone else, and we have no idea when we’ll actually receive our passports.” 

Kasthuri from Kurunegala recounted her experiences with her daughter. She said, “We’ve been here since last night, we submitted our documents at 7:00 am today, and they told us to return in six hours. However, we’re still here waiting for them to notify us. We met a person who has been here for three days, most of us have no choice, but to stay for about a day just to get our passports issued. It also seems that some applicants are unaware or confused about the entire procedure, and it would be better to have a clear system in place with instructions for each step, so that people don’t waste time or make any errors. Another disappointing aspect is the way the officials treat people. They constantly shout at applicants, including the elderly, showing no respect, even during simple inquiries.” 

Hansika from Colombo expressed her frustration, saying “There is no order in this place, some people who arrived after us have already had their passports issued, which is very unfair. We are all stuck here, and yet nothing is being done to implement a more efficient system. This issue could be easily resolved, but no one seems to be taking the initiative, making it a recurring problem we all have to face. None of us know which numbers have and have not been printed, if they can at least display the numbers instead of calling out our names, there will not be so much confusion and anger. My suggestion is to display the printed numbers on a screen or, even better, send SMS alerts to notify us of the estimated time to collect our passports, so we can attend to other tasks without wasting so much time here.”

Daily Mirror tried to contact the Controller General and the Media spokesman of the DoIE in order to get their perspective on the current matter yet there was no response from either one of them. 

The passport issuance process has been in a state of disarray for months, primarily due to mismanagement during the previous administration. The shortage of passports and the massive backlog of applications demands the immediate attention of the Government. Despite efforts to promote digitalization and expand passport offices to other regions, little has changed. Critics point out that the Government must address the root cause of the problem and make necessary reforms to ensure passport services are more efficient.