New biometric documents at HayPass offices: citizens share their experiences with the new passport services

On 1 November, HayPass opened its offices to the public to issue next-generation biometric documents. The new offices are part of an effort to modernise passport services, upgrade technology and infrastructure, and improve service quality.

From the first days of operation, visitors have been using the new services and forming their first impressions.

How well do the facilities and the way services are organised meet visitors’ expectations? Citizens share their experiences in their own words.

When using the services, visitors pay particular attention to how quickly they are served, how clear the procedures are, how courteously staff treat them, and how comfortable the facilities are.

Citizens’ feedback and suggestions help improve service quality. They make it possible to assess how well the changes are working, identify potential issues, and plan further improvements around visitors’ needs and expectations.