The initiatives are part of a broader effort to modernize service delivery and reduce reliance on physical counters.
The DGIP is preparing to implement a series of digital facilitation measures, including home delivery of passports across the country and introducing an artificial intelligence-based chatbot to assist applicants, Director General of Passports Muhammad Ali Randhawa said on Sunday.
The planned reforms aim to reduce procedural delays, facilitate public access to services and further shift the passport system towards digital and cashless operations.
The initiatives are part of a broader effort to modernize service delivery and reduce reliance on physical counters.
“Applicants will soon have the option of receiving passports at their doorstep,” he said, adding that talks are underway with a courier services company for this purpose.
“After an 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 directly sent to their addresses from Islamabad,” he said.
Randhawa said the service would initially launch within 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 passports once submitted.”
The digital assistant will also help reduce pressure on the department’s call center, “which is also expanding,” he said.
A proposal to allow full online submission of passport applications is being “seriously” considered.
“Officials are considering launching a dedicated app similar to Pak-ID of the National Database Registration Authority (Nadra) or expanding the scope of the Nadra app to accept passport applications,” he said.
Randhawa added that applicants will be able to upload previous passports and photographs through the application to register.
