Public Services > Central Government

Passport Office wants strategy director to lead digital innovation drive

David Bicknell Published 15 April 2016

Recruitment for role carrying salary up to £120,000 stresses need to effectively deploy digital technologies


The Home Office is leading a major recruitment exercise to find a director of strategy and change to lead the transformation of the Passport Office.

The role - which carries a £100,000 to £120,000 salary at SCS Pay Band 2 - will draw heavily on a specialism and interest in digital and data, according to the job specification.

The role will report directly to the director general of the Passport Office, Mark Thomson, and also work closely with the Office's chief operating officer to ensure that change is implemented without disruption to the Passport Office's day to day operations.

As well as owning the strategy and vision for Passport Office transformation over the next three to five years, the director of strategy and change will be expected to

- reduce HMPO's cost base by around £100m per annum over 4 years;

- manage a change budget of around £110m;

- deliver public protection benefits for all British citizens; and

- deliver world class customer experience to over 7m customers annually (of which around 0.4m are based overseas)

Digitally speaking, the director of strategy and change will be expected to lead on the effective deployment of digital technologies with a view to continually improving and innovating to a higher quality, and without compromising a "relentless user-centred approach." The specification insists that "digital and data are at the core of tomorrow's Home Office." The winning candidate will also be expected to "continually innovate our digital services to deliver the best service for our customers."

He or she will lead a team of around 200 people, with direct line management of two deputy directors, who have responsibility for strategic planning and design and project and programme management, and two G6 leaders, who have responsibility for technical architecture and people and engagement.

Candidates for the role will be expected to have a "proven track record of delivering large scale change and digitising services to deliver service improvements and cost savings, preferably in a complex manual transactional environment involving large staff numbers. You will be familiar with Agile ways of working and digital technologies, with a clear understanding of how these can be put to best use in government," the job specification says.

The specification adds, "HMPO has always led an ambitious programme of change across both the passport and civil registration arms of our business however we have recently reset our vision and outlined a far reaching transformation agenda taking us to 2020.

There are four themes of transformation that are common across the Home Office systems of homeland security, immigration and citizenship, and law enforcement:

- Managing demand - we will take a whole system approach and work closely with users and partners to reduce demand for taxpayer funded services;

- Data - systems and operations will be data driven, technology enabled and intelligence led;

- Digital - modern, streamlined and efficient services will be digital by default; and

- People - our workforce of the future will be fewer, more professional and highly productive.

"For HMPO this translates into the following vision for 2020 and beyond in which passport applicants "will have a largely self-service, and where possible automated process, which allows them to apply online, provide all of their documentation and payment details over the internet, track progress of their application and receive the decision and documents in a convenient and rapid way," the job pack says.

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