On the eve of the COVID-19 pandemic, Jamaica’s Passport, Immigration and Citizenship Agency (PICA) made a big move to introduce an online adult passport renewal programme, launching it with much fanfare at the Jamaica Pegasus hotel on December 11, 2019.

Since then, PICA has continued to fine-tune the renewal process and we are pleased to say that the agency is doing well, even if not perfect, in taking what is a giant step forward for Jamaica, when compared with the ramshackle system that existed for years before that.

Once the applicant logs on to the system, he or she will need their expired passport, their Jamaican citizenship document, a digital passport-sized photograph stored on computer, a valid Visa or Mastercard for payment, a valid and working e-mail address to receive system-generated messages and a portable data format (PDF) reader, PICA said at the time.

Applicants using the service can also opt to have their passports delivered directly to them wherever they are in the world, courtesy of a partnership between PICA and DHL, the global courier service.

Customers need only to log on to PICA’s website at www.pica.gov.jm and begin the process from any location in the world, any hour of the day. At least that was the plan. It didn’t always work out, but PICA has been keeping at it.

The operations between PICA and the couriers have not been seamless. We are aware of complaints by people who had paid for express service but received their renewed passport beyond the prescribed period.

But many Jamaicans seem prepared to suffer that little inconvenience if they can spare themselves the dreadfully long lines outside the PICA building, often in searing heat or pounding rain and the many days of waiting to get their passports, made worse if they needed to travel imminently.

As PICA Chief Executive Officer Mr Andrew Wynter promised, the online adult passport renewal system has enhanced service delivery to customers and significantly reduced turnaround time for receiving their passports.

“We are moving away from long lines, long wait times, early-morning queues, travelling long distances and consuming much of our customers’ valuable time in their effort to obtain a passport,” Mr Wynter said.

Proof that the enhanced system works is to be seen in the steady increase in the number of applications and renewal of passports being submitted through PICA’s various locations across the island and online.

In May this year, it was reported that pre-pandemic applications amounted to 205,115 for the 2019-2020 financial year. That moved in 2022-2023 to 223,933, a 9.2 per cent increase or 18,818 more applications over the pre-pandemic figures.

For its part, Tax Administration Jamaica (TAJ), which has been making great strides itself in customer service, needs to retake the lead by making it possible to renew driver’s licences online.

As it stands, customers can pay the renewal fee, and when it is working, fill out the form online, but must interact with the TAJ offices at some point before receiving the new driver’s licence. The long wait is inexcusable.

Still, both the PICA and the TAJ are to be encouraged and even commended, for their effort so far. Online is the way to go and they are both making Jamaica look good.