By Raymond Rex Awiagah

In a surprising turn of events, the Ghana passport head office has left a private citizen in awe by delivering an
outstanding level of service that exceeded all expectations.
My name is Raymond Rex Awiagah, a journalist and a digital creator. (Ray Report on YouTube & raymondnews.com)

On the 8th of September 2023, i sought assistance at the Passport head office after i had earlier submitted my application. I was pleasantly surprised by the warm and friendly atmosphere created by the staff.

First, i will like to start from the moment i got to the head office. The most surprising element of this news is the compassion shown by the security personnel who were on duty on Friday 8th September 2023.
Comprising of both police and military officers (military police), security men in Ghana usually have a certain negative tag, so when i was going to the passport head office, i was very careful of how to deal with these men.

I arrived at the passport head office at 8: 24 am but work was supposed to start at 9:00 am. The men in uniform went above and beyond their usual duties to create a friendly and secure environment for me. They allowed me entry and offered me a play to seat at the visitors waiting area. Usually, the passport head office is not a center for accessing passport services in Ghana but rather for the VIP's.

Their approachable demeanor and willingness to assist me and other individuals who reported to the head office before working starts surpassed all expectations, creating a positive and welcoming atmosphere for me.

Secondly, i will like to take about a director, whose reputation precedes him, displayed unparalleled kindness and provided impeccable assistance to individuals waiting to follow up on their passport applications.

For the purpose of this post, i will like to put his name on hold for obvious reasons and the kind of politics that may come out as a result of this post.

Not only did he go the extra mile by personally attending to my needs, but he also ensured that every necessary assistance was given to me, leaving me feeling valued and respected.

Also, adding to the exemplary service experience was the Personnel Assistance to the Director. Described
by many as awesome and fantastic, the P.A to the director, exhibited exceptional professionalism and efficiency in his role. Majority of the people who were at the passport head office to sought assistance in one way or the other
praised his unwavering dedication to ensuring a smooth and seamless process, which further enhanced our overall experience at the passport head office office.

At a point i left a document at home which means i could not go ahead with the process, but the P.A asked if i could go home and get my birth certificate to enable me continue with the process . I was a bit worried because looking at the time and where i stay was quite a distance but the P.A convinced me to go for it.

Indeed, i went back home to get my birth certificate and got back to the head office around 2:00 pm. The P.A then, helped me with the next stages- fingerprints and photo biometrics.

One key observation i noted while at the passport head office was that, the P.A was not only attending to me but other people as well. I like his dedication and the kind of human relations he exhibited. If i had my own way, i would have voted him as the best staff of the year. His kind of humility exhibited is something you don't see at most state institutions.

What left me in an awe was that, the passport head office, after going through all the process and with the right documentations, ensured i got my passport that very day. I couldn't believe this. Usually, after the biometrics, they give a date to come for your passport. But in my case, it was shocking, i was asking myself if this is Ghana and smiled over it.

This was an express service without paying for a dime, no one at the passport head office requested a dime from me to fast track the process. I think the process works, and sometimes, we just have to trust and test the system. Per my experience at the passport head office on Friday, 8th September, 2023, i can say the situation is not all gloom and doom as it has been portrayed in the public domain.

There are good people in our public sectors who would genuinely help you irrespective of who you are, where you come from and your religion without demanding anything in return.

For me, the exceptional level of service demonstrated by the passport office staff has undoubtedly set a new
standard for administrative institutions, proving that exceptional customer service is attainable and
integral in fostering a positive relationship between citizens and government agencies.

Per, the extraordinary service provided me while at the passport head office, it is my expectation that, this exemplary approach will inspire other government institutions to strive for greatness in their interactions with the public.
With the warm reception given me by the director in the post, his Personal Assistant, the departments, where i went for vetting of my documents, to where i went for my finger prints and photo biometrics, to the security personnel on duty on the said date, i believe, this newfound benchmark of service excellence set by the passport
office shines a ray of hope, affirming that a positive and efficient experience can be achieved in the most unexpected places.