Effective September 14, 2007, section 422.2 of the Administrative Support Manual (ASM) is revised to update passport acceptance service.
Administrative Support Manual (ASM)
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4 Relations With Other Organizations
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42 Services
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422 Interagency Agreements
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[Revise 422.2 as follows:]
422.2 Passport Application Acceptance Service at Designated Post Offices
422.21 Applicability
The Secretary of State, on authority delegated by the President, has designated certain categories of persons who may accept passport applications (22 CFR 51.21), including Postal Service employees designated by the postmaster at a Post Office authorized by the Postal Service and the U.S. Department of State to accept passport applications. All passport acceptance agents must be U.S. citizens or U.S. nationals.
422.22 General Policy and Procedures
422.221 General Policy
The Postal Service, in agreement with the Department of State, Passport Services, assists regional passport agency offices by accepting passport applications, where operationally feasible, given overall customer service and revenue generation considerations.
422.222 Procedures
The Department of State establishes the procedures for passport application acceptance and passport issuance. Postal Service headquarters, coordinating with the Department of State headquarters, establishes the postal operational, accounting, and other procedures for passport application acceptance at designated Post Offices nationwide.
422.23 Rates and Fees
Passport application fees are established by the Department of State, upon legislative approval. Postal Service Headquarters and the Department of State headquarters mutually agree on the acceptance fee which the Postal Service receives for providing passport application acceptance at Post Offices. The acceptance fee is collected from the customer as part of the total passport fees for the Form DS-11, Passport Application. This fee reimburses passport acceptance agents for the performance of the required acceptance procedures as outlined in the Passport Agent’s Reference Guide (PARG). The Postal Service receives no acceptance fee for other types of passport applications, such as renewal Form DS-82, Application for Passport by Mail, Form DS–5504, Passport Re-Application Form, or Form DS-4085, Application for Additional Visa Pages.
422.24 Required District Coordination — Acceptance Post Offices and Regional Passport Agency Offices
422.241 Coordination
Department of State headquarters and Postal Service Headquarters work together to determine and reach agreement on the number and location of postal facilities which will accept passport applications. Postal Service Headquarters coordination with the Department of State headquarters is necessary in managing the passport program to establish sites, coordinate training, provide the necessary postal management and oversight, and discontinue sites, when necessary.
422.242 District and Passport Location Designee
Each district retail manager will have a designee to serve as a contact to coordinate passport activity with the Department of State, with other functions at the district, and with Post Offices accepting passport applications. Coordination should include input from impacted functions in the consideration and establishment of new sites and scheduling of training. The district designee will also coordinate with Post Offices and other functions to ensure that there is adequate signage and communication to the customer regarding passport service locations and hours to include current information in the Facilities Database (FDB). In addition, each passport application acceptance Post Office will have a designated contact to coordinate with the regional passport agency office and the district designee.
422.25 Determination of Sites and Establishment of Passport Application Acceptance Facilities
422.251 Determination of Sites
The following apply:
a. Regional passport agency offices and the Department of State headquarters determine the areas (city, county, or state) where the public needs additional service, considering the customer need and the Post Offices, clerk of court, county, college and other acceptance locations available.
b. The district determines whether the postal facility(ies) can provide passport application acceptance without adversely affecting service to postal customers. The district will review customer need, operational capability, service issues and revenue in its determination. Factors to consider are other nearby passport acceptance locations, customer travel time from the nearest passport acceptance location, estimated volume of passport applications, demographics, and the city/urban/rural nature of the community.
c. In addition to Post Offices, clerks of the court are also traditional sources of assistance to the passport agency offices and to the public in acceptance of passport applications. The passport agency office, working with the district to establish a postal acceptance location, should ensure that existing or planned application acceptance by clerks of the court, local government, or other entities are considered in any request for establishment of services.
422.252 Requests for Establishment or Changes to Passport Application Acceptance Facilities
The following apply:
a. Requests to Postal Headquarters for New Passport Sites. When regional passport agency offices identify a need for an additional passport application acceptance Post Office location, the regional passport agency office will prepare a written request to the Retail Marketing, Postal Service Headquarters. Generally, this request should be received 90 days in advance of the requested startup of passport application acceptance. Regional passport agency requests should include pertinent information about the anticipated number of customers requesting passports and the location, distance, and status of nearby nonpostal passport application acceptance sites, such as clerks of the court, libraries, colleges, etc. Passport agency office requests for additional service require concurrence by the postmaster, Post Office Operations, Consumer Affairs, and Retail, as necessary. In addition, the Postal Service may also request the passport agency office consider authorizing a new passport site.
(1) Passport Site Requests. When a request for a new site is reviewed, the district will consider customer need, revenue generation (including associated Express Mail revenue generation), service conditions, and operational issues before a decision is reached.
(2) Approval or Disapproval. The passport agency office will receive either a passport application acceptance site approval or disapproval from the Passport Program, Retail Marketing, Headquarters. Should the passport agency office receive disapproval from the district and feel strongly that a postal location is needed; the passport agency office may request that Passport Services at the Department of State coordinate with Retail Marketing, Postal Service Headquarters, to reconsider the disapproved request. A decision should be reached within 30 days of receipt of the request, and Headquarters will notify both the district and the Department of State.
b. Relocation or Changes of Passport Service Hours. When a district finds it necessary to relocate a postal facility serving as an authorized location for passport application acceptance, the district will notify Retail Marketing, Postal Service Headquarters, for concurrence 30 days prior to the location change. Changes to passport service hours should also be reported to the regional passport agency office through the district designee 30 days prior to the hours change. Notification should also include Retail Marketing and Customer Service Operations, Postal Service Headquarters.
c. Discontinuing Service — by Postal Service. When a district finds it necessary to discontinue a passport application acceptance location, or reduce the number of participating facilities when other nearby acceptance agencies or postal facilities can meet the community needs for service, a letter will be sent from the district Retail office to Retail Marketing and Customer Service Operations Marketing, Postal Service Headquarters, at least 60 days prior to the planned date to stop passport application acceptance. The letter will provide an explanation of reasons for the planned discontinuance. Retail Marketing, Postal Service Headquarters, will coordinate the proposed discontinuance with the Department of State headquarters office.
(1) The regional passport agency office may respond with a letter of concurrence or a request for reconsideration to Retail Marketing, Postal Service Headquarters. Retail Marketing, Postal Service Headquarters, working with the area/district, will make a determination within 30 days of the Department of State request and send notification to both the area/district and the Department of State regarding the decision reached.
(2) When an area/district is notified that the regional passport agency office is submitting a request for reconsideration, the passport acceptance facility will continue passport application acceptance until a decision has been reached.
d. Discontinuing Service — by Department of State. The Department of State makes periodic reviews and recommends removal of participating postal facilities where there no longer appears to be a need for the service. The Postal Service agrees unless the area/district involved determines that the action would shift an unmanageable workload onto a nearby postal facility remaining in the program.
422.26 Preparation at Newly Authorized Locations
422.261 Instructions
The district designee/coordinator will provide authorized offices specific instruction on Postal Service guidelines in accordance with these procedures. The required Department of State passport application acceptance procedures are provided in the Passport Agent’s Reference Guide.
422.262 Acceptance Employees
The following applies:
Postmasters/station managers select and designate employees to provide the service. The number of designated employees is determined to provide sufficient staffing during all advertised hours and to prevent excessive customer waiting time during peak periods.
422.263 Acceptance Location
Postmasters select the locations within the facility where the service is provided. This may be one or all window positions, depending on volume of business. Consider the following:
a. Ensuring accessibility and customer convenience.
b. Providing acceptance at special window positions established for philatelic products, bulk mailings, etc.
c. Diverting all applicants to the principal acceptance employee at offices with a speedy line and multipurpose windows.
d. Ensuring availability of a telephone for the acceptance employee to use in answering inquiries.
422.264 Training
The following will apply:
a. Passport application acceptance training is accessible through Postal Service Intranet Web-based training (WBT) which is available through Automated Enrollment System (AES); e-Learning course #41201-18 Passport Application Acceptance; and at https://aes.usps.gov/index.php. All employees must successfully complete the authorized passport training course before accepting passport applications. The postmaster/station manager at the passport application acceptance facility will coordinate and schedule training for designated employees at new passport sites and when refresher training is necessary.
b. Designated Postal Service employees must be provided on-the-clock time to take the online training. In addition to the training, a reasonable amount of official, on-the-clock time will be provided to study the manuals carefully. They are expected to be familiar with the contents and comply fully with the procedures.
c. The Passport Agent’s Reference Guide, issued by the Department of State, must be printed and placed in a binder for reference. The guide is available on the intranet at http://blue.usps.gov/marketing/retail/passportdocs.htm and provides the required procedures and technical guidance for acceptance of passport applications by designated employees. Section 422.2 provides the Postal Service’s passport application acceptance policy and procedures.
422.265 Service Hours
Postmasters establish the hours for offering the service based on local resources and capabilities. The minimum should be 5 hours daily, Monday through Friday, if the service cannot be provided during all normal business hours. Saturday acceptance hours are highly recommended.
422.266 Signs
Authorized signage (only) should be posted in the lobby clearly stating the hours that passport service is available. Contact district Retail to order customized passport cling or poster advertising passport acceptance hours from Message Maker. The postmaster will coordinate with the district Retail office to ensure adequate signage is being used. Signs prepared by hand or computer generated must not be used.
422.27 Application Acceptance Guidelines
422.271 Passport Agent’s Reference Guide
The Passport Agent’s Reference Guide is used for daily reference and has a list of regional passport agencies serving each geographic area, with a specific telephone number only for acceptance employees to call for additional guidance. Changes to the manual and other passport information issued by the Department of State are sent periodically to participating Post Offices and should be placed in the binder with your PARG.
422.272 Passport Application Acceptance Procedures
The following apply:
a. Form DS-11, Passport Applications. Acceptance employees should make available blank Forms DS–11, Passport Applications, to applicants. Customers can also download passport forms via the Internet at http://travel.state.gov. Applicants complete the forms according to instructions printed on them and return the forms in person to an authorized passport acceptance employee(s) for review and acceptance. The Postal Service receives a fee for the acceptance and handling of each Form DS–11.
b. Verifying Applicant Identity. Acceptance employees must take measures to verify the identity of the applicant. The acceptance employee is the one who can most readily seek verification from the applicant that the applicant is the person he or she claims to be. The acceptance employee must annotate the application form to show the document or procedure used for verifying the applicant’s identification.
c. Witnessing Applicant Signature. Acceptance employees administer the oath, witness the applicant’s signature on the application, and then sign it and affix an imprint of the postal unit’s round dating stamp.
d. Supporting Documents. Acceptance employees should ensure that the application is properly completed and accompanied by the correct supporting documents. However, to avoid arguments with the applicants, they should accept any questionable item and attach an explanatory note to the application, so that Passport Services may resolve the problem directly with the applicant.
e. Applications Which Cannot Be Accepted. Do not hold any applications for additional documentation. Return those applications not sent to the Department of State to the applicants without completing the procedures in 422.272c.
f. Passport Photograph Information. Postal acceptance locations may offer photo services.
g. Other Passport Application Forms and Acceptance Activity Authorized. Other passport forms should be made available to customers. Customers may also download passport forms via the Internet at http://travel.state.gov, or call the National Passport Information Center at 877-487-2778 to request blank forms. The following applies to acceptance:
(1) Form DS-82, Application for Passport by Mail. Customers may purchase postage to mail Form DS-82, Application for Passport by Mail, which the customer has fully completed. The Postal Service does not receive an acceptance fee for handling Form DS-82, because no acceptance is required.
(2) Form DS-5504, Passport Re-Application. Customers may purchase postage to mail Form DS–5504, Passport Re-Application by Mail, which the customer has fully completed. The Postal Service does not receive an acceptance fee for handling Form DS-5504, because no acceptance is required.
h. No-Fee Passports. The Postal Service no longer handles or accepts no-fee passport applications. No-fee passport applications are requests for government-sponsored travel or for others who are exempt by law from payment of the passport fee (such as Peace Corps employees, for example). The Department of State has authorized sponsoring government offices to execute no-fee passport applications. The Department of State provides authorization for those who are exempt by law to execute their own passport applications. Customers requiring additional information should contact the Department of State at 877-487-2778 or via the Department of State Web site.
422.273 Payment of Passport Fees and Financial Procedures
The following apply to payment of passport fees:
a. Types of Payment. The passport fee must be collected at the time the application is rendered. Payment may be made in cash, check, money order, or debit card. Valid payment or tender types are as follows:
b. Payment by Check. Customers paying by check must write two checks as follows:
(1) Check to the U.S. Department of State for Department of State Fees. One check must be payable to U.S. Department of State for the total Department of State fees for the customer visit. The check must be marked with the applicant’s name and date of birth. The Department of State fees include either a minor (age 15 and under) or adult (age 16 and over) application fee, and may include an expedited and/or complex case fee for each application. Refer to the Passport Agent’s Reference Guide for fees and fee descriptions. Verify accuracy of the total Department of State fee; write the total Department of State fee amount in the bottom right corner of the Form DS-11, and initial. The Department of State check is stapled to the application during the customer visit. If one check is written for multiple applications (a family, for example), attach applications together, and staple the check to the top application.
(2) Check to the U.S. Postal Service for Postal Service Fees. A separate check must be payable to the U.S. Postal Service for the acceptance fee amount and for any other products and services which the customer chooses to purchase during that customer visit, such as purchase of Postal Service products or services unrelated to the passport application acceptance transaction.
(3) Financial Procedures and Accounting Entries
(a) Verify the accuracy of the total Department of State fees and U.S. Postal Service fees.
(b) For the Postal Service acceptance fee portion, for each Form DS-11, Passport Application, accepted, enter the acceptance fee amount in AIC 264, USPS Passport Fees.
(c) If other products or services are purchased (such as postage for Express Mail, for example), enter the fees in the appropriate AIC.
c. Cash Payments. When a customer wishes to pay the U.S. Department of State fee in cash, a money order for each customer transaction will be the method of payment to U.S. Department of State for the Department of State fees. Customers will make the money order payable to U.S. Department of State.
(1) Department of State Fees. For payment by cash, a regular (fee) domestic postal money order must be purchased by the customer and made payable to U.S. Department of State for the Department of State portion of the fees. The money order must be marked with the applicant’s name and date of birth. The Department of State fees include either a minor (age 15 and under) or adult (age 16 and over) application fee, and may include an expedited and/or complex case fee for each application. The customer may purchase one money order for all Department of State fees due for the entire customer visit when multiple passport applications are presented (a family, for example). Verify accuracy of totals; write the total Department of State fee amount in the bottom right corner of the Form DS-11, and initial. The money order payable to U.S. Department of State is stapled to the application during the customer visit. For multiple applications (a family, for example) attach the forms together and staple the money order to the top passport application.
(2) Fees to U.S. Postal Service. Cash payments for the Postal Service fees may be accepted, which include the acceptance fee, the money order fee (if Department of State fees are being paid via money order), and fees for any other products and services which the customer chooses to purchase (such as Express Mail, for example). Issue a PS Form 1096, Receipt, an IRT receipt, or a POS ONE system-generated receipt.
(3) Financial Procedures — Accounting Entries. The following will apply:
(a) Verify the accuracy of the total Department of State fees and U.S. Postal Service fees.
(b) Enter in AIC 100 the money order amount of total Department of State fees payable to U.S. Department of State.
(c) Enter money order fee in AIC 101.
(d) For each Form DS-11, Passport Application, accepted, enter the Postal Service passport acceptance fee in AIC 264, USPS Passport Fees.
(e) If other products or services are purchased (such as postage for Express Mail, for example), enter the fees in the appropriate AIC.
(f) The total amount of cash accepted will post to AIC 752.
d. Customers Presenting Payment by Money Order. As a general procedure, postal money orders or nonpostal U.S. currency money orders will be made payable to U.S. Department of State in the amount of the total Department of State fee portion of the passport total fee.
(1) Customers Presenting a Money Order in the Amount of the Department of State Fees. The following will apply:
(a) Department of State Fees. Customers will make the postal or U.S. currency nonpostal money order payable to the U.S. Department of State. Canadian or other foreign money orders are not a valid payment type (see section 422.273a) for payment to the U.S. Department of State. (Canadian or other foreign money orders must be payable to the U.S. Postal Service and the customer will have to purchase a postal money order. The money order must be marked with the applicant’s name and date of birth. See section 422.273d2b. The Department of State fees include either a minor (age 15 and under) or adult (age 16 and over) application fee, and may include an expedited and/or complex case fee for each application. The customer may purchase one money order in a customer visit, when multiple passport applications are presented (a family, for example). Verify accuracy of totals; write the total Department of State fee amount in the bottom right corner of the Form DS-11, and initial. The money order payable to the U.S. Department of State is stapled to the application during the customer visit. For multiple applications, attach the money order to the top application and attach them together.
(b) U.S. Postal Service Fees. Customers will remit payment for the U.S. Postal Service portion of the total fees by check, cash, credit card, debit card or separate money order payable to the U.S. Postal Service. The postal fees include the acceptance fee amount for acceptance of each Form DS-11, Passport Application, and the amount owed for any other products and services which the customer chooses to purchase (such as Express Mail, for example).
(2) Nonpostal Money Orders. While this is not the general procedure, accept money orders payable to the U.S. Postal Service in the amount of the total passport transaction (or money orders in amounts greater than the Department of State fee total). The customer must also purchase a postal domestic money order as part of the transaction, made payable to the U.S. Department of State, for the total Department of State fee. The money order must be marked with the applicant’s name and date of birth. The money order will be stapled to the application during the customer visit. If one money order is purchased for multiple applications (a family, for example), attach applications together, and staple the money order to the top application. In addition to the above, the following will apply:
(a) Nonpostal U.S. Currency Money Orders. Nonpostal U.S. currency money orders presented for payment in an amount greater than the total Department of State fees will be payable to the U.S. Postal Service.
(b) Canadian and Other Foreign Money Orders. Canadian postal money orders and other foreign postal money orders, to be acceptable, must be made payable to the U.S. Postal Service. (These are not valid for payment to Passport Services.)
(3) Financial Procedures — Accounting Entries. The following will apply:
(a) Verify the accuracy of the fee totals for Department of State fees and U.S. Postal Service fees.
(b) Enter the dollar amount of the postal domestic money order purchased in AIC 100.
(c) Enter the money order fee in AIC 101.
(d) Enter the acceptance fee amount for each Form DS–11, Passport Application, accepted, in AIC 264, USPS Passport Fees.
(e) The cash portion of the transaction will post to AIC 752.
e. Customer Presenting Payment by Debit Card. When a customer pays for passport and acceptance fees by debit card, use a money order for each customer transaction as the method of payment to the U.S. Department of State for the Department of State fees. Customers will make the money order payable to the U.S. Department of State. See section 422.273d for the specifics for money order payments.
(1) Department of State Fees. For payment by debit card, a regular (fee) domestic postal money order must be purchased by the customer and made payable to the U.S. Department of State for the Department of State portion of the fees. The money order must be marked with the applicant’s name and date of birth. The Department of State fees include either a minor (age 15 and under) or adult (age 16 and over) application fee, and may include an expedited and/or complex case fee for each application. The customer may purchase one money order for all Department of State fees due for the entire customer visit when multiple passport applications are presented (a family, for example). The money order payable to the U.S. Department of State is stapled to the application during the customer visit. For multiple applications (a family, for example), attach them together and staple the money order to the top passport application.
(2) U.S. Postal Service Fees. Debit card payments for the Postal Service fees may be accepted, which include the acceptance fee, the money order fee (if Department of State fees are being paid via money order), and fees for any other products and services which the customer chooses to purchase (such as Express Mail, for example).
(3) Financial Procedures — Accounting Entries. The following will apply:
(a) Verify the accuracy of the Department of State fees and the U.S. Postal Service fees.
(b) Enter in AIC 100, Domestic Money Order — Value, the money order amount of total Department of State fees payable to the U.S. Department of State.
(c) Enter the money order fee in AIC 101, Domestic Money Order — Fee.
(d) For each Form DS-11, Passport Application, accepted, enter the Postal Service passport acceptance fee in AIC 264, USPS Passport Fees.
(e) If other products or services are purchased (such as postage for Express Mail), enter the fees in the appropriate AIC.
(f) The total amount of the debit card transaction must be entered into AIC 772, Debit Cards Remitted.
422.274 Express Mail Purchase by the Customer — Procedures
Acceptance employees are encouraged to sell customers Express Mail service to expedite delivery of their application(s) to the Department of State, return delivery of their passport to them, or both. In addition to expediting delivery, Express Mail provides the customer a method of documenting delivery, with the benefits of tracking. Use of Express Mail for sending the application provides customers assurance that their passport application has arrived. The following will apply:
a. The payment for Express Mail return service of passports must be included with the passport fee payable to the Department of State. The customer must purchase Express Mail for each application for which Express Mail return service is desired. (For example, a family cannot have their passports delivered to them in one Express Mail envelope). Indicate the Express Mail amount on PS Form 5659, Daily Passport Application (DS-11) Transmittal, in the column headed USPS Fee Express Mail Amount.
b. For Express Mail purchased by the customer for mailing of the application(s) from the acceptance location to the passport agency office designee, follow Express Mail procedures. This provides individual Express Mail service for a passport application or multiple applications rendered for one customer visit (for example, a family need only pay for one Express Mail transaction, to mail the family’s applications) to the passport agency office. Ensure these Express Mail pieces are dispatched daily to meet Express Mail critical entry times. Do not include these Express Mail pieces on PS Form 5659.
422.28 End-of-Day and Individual Clerk Closeout Procedures
422.281 Daily Remittance of DS-11, Passport Applications, to the Department of State or Designee
Passport applications must be remitted daily with supporting documents, corresponding payment, and PS Form(s) 5659, Daily Passport Application (DS-11) Transmittal.
a. Separation of Applications According to Handling. The following types of passport applications are required to be queued and mailed separately by postal acceptance locations and are handled in different ways by the regional passport agency office or designee.
(1) Routine Service Passport Applications. Customers will typically receive passports issued from routine applications within 10 to 126 weeks from the date they submitted the application, in accordance with Passport Agent’s Reference Guide, Handling, Assembling and Mailing of Applications. For the most current passport processing times, refer to the Department of State Web site at www.state.gov. Routine passport applications are grouped together and mailed in bundled groupings with accompanying PS Form(s) 5659. Included in this grouping may be routine service applications for which the customer has paid Express Mail for delivery of the passport to the customer.
For the most current passport processing times, refer to the Department of State Web site at www.state.gov.
(2) Expedited Service Passport Application. Expedited service passport applications (with payment of the Expedite Fee and two-way overnight delivery) will be processed within 2 weeks from the date the application was submitted in accordance with the Passport Agent’s Reference Guide, Handling, Assembling and Mailing of Applications. When the customer purchases Express Mail to the Department of State, the application (whether routine or expedited) will be sent individually via Express Mail with its own PS Form 5659 and payment. Multiple applications in one customer visit (a family, for example) may be sent in one Express Mail envelope. For the most current passport processing times refer to the Department of State Web site at www.state.gov.
(3) Express Mail Purchased by the Customer. Customers desiring fast service may purchase Express Mail to the passport agency office and/or Express Mail service for delivery of the passport to the customer. When the customer purchases Express Mail service to the Department of State, the application (whether routine or expedited) will be sent individually via Express Mail with its own PS Form 5659 and payment. Multiple applications in one customer visit (a family, for example) may be sent in one Express Mail envelope. For the most current passport processing times refer to the Department of State Web site at www.state.gov.
b. PS Form 5659, Daily Passport Application (DS-11) Transmittal. The completed transmittal is the first page for each grouping of routine or expedited passport applications, with supporting documentation and accompanying payment. It is required by the Department of State. It also is the top sheet on passport applications for which the customer has purchased individual Express Mail from the retail unit to the Department of State designee. It is the log of individual passport application activity for both the Department of State and the U.S. Postal Service. Accuracy must be ensured during preparation. The following apply:
(1) Assemble applications in accordance with the Passport Agent’s Reference Guide, Handling, Assembling and Mailing of Applications.
(2) Use PS Form 5659, Daily Passport Application (DS-11) Transmittal, form available on the Postal Service Intranet Web site (http://blue.usps.gov/formmgmt/forms.htm) or available at the Material Distribution Center. The original accompanies the passport applications. Make one copy of the completed PS Form 5659, made by an office copier. This copy is the office copy of the transmittal form which should be retained for 1 year in a secure filing place.
(3) Complete PS Form 5659, making a separate line entry for each application with associated total Department of State fees, accepted during the day. Also indicate any Express Mail purchased for delivery of the passport from the Department of State to the customer. If an application was sealed after acceptance for the customer to hand carry, list the application on PS Form 5659 and note in Remarks to whom the application was hand carried.
(4) Enter the Total Fees to Department of State for each application. For multiple applications in a customer visit when one check or money order is prepared (a family), write the total Department of State fees (money order or check amount) on the line for the first application of the group entered on PS Form 5659. Indicate with a bracket which applications are included in the group or family.
(5) Enter the USPS Acceptance Fee (AIC 264) amount total for the entire transmittal on the bottom of PS Form 5659.
(6) The Sales & Service Associate’s Initials column identifies the employee who actually accepted the application when more than one employee is involved.
(7) Before mailing, verify that all passport applications have been logged on the appropriate PS Form 5659, and verify the accuracy of all entries.
(8) Before mailing, a supervisor or other employee should review the completed PS Forms 5659 and related applications for accuracy. Then the reviewer initials the Reviewer Initials line to indicate concurrence.
(9) Retain a copy of the completed PS Form 5659 at the acceptance unit for 1 year in a secure filing place, and then destroy them.
c. Daily Mailing of Passport Applications to the Department of State or Designee. On the day of acceptance, mail all passport applications with attached checks and money orders, supporting documents, and PS Form(s) 5659 to the passport agency office designated location for processing. The following will apply:
(1) Follow procedures as outlined in the Passport Agent’s Reference Guide.
(2) Mail groupings of routine passport applications by Priority Mail with Delivery Confirmation service from the acceptance unit to the Department of State, to provide a record of delivery. Attach the finance copy of the Express Mail label or the customer copy of the Delivery Confirmation receipt to the PS Form 5659 retained at the acceptance location.
(3) Mail applications separately for each customer purchasing Express Mail service for mailing from the acceptance location to the Department of State.
(4) Ensure that critical entry times for Express Mail and Priority Mail are met.
(5) For applications received after the cut-off time and expedited passport applications by Express Mail service, advise the customer of the service time for delivery.
422.282 Individual Sales and Service Associates Closing Procedures
At closing, the following will apply:
a. Generate PS Form 1412.
b. Verify for accuracy, ensuring that the PS Form 1412 amount for AIC 264 and the PS Form 5659 total AIC 264 amounts match.
c. Retain a copy of PS Form 1412, at the acceptance unit supported by the copy of PS Form 5659.
422.29 Reports, Records, Discrepancies, Forms, and Supplies
422.291 Reports, Records, and Discrepancies
a. Acceptance Post Office Contact and/or Postmaster. The following will apply:
(1) For quality control, each regional passport agency office maintains an informal log of the number and type of errors on applications.
(2) Errors must be discussed with the responsible employee for immediate corrective action.
(3) Customer complaints about the passport application service received from any source should be analyzed and considered with the error reports to determine additional training requirements.
(4) If either the acceptance office or the regional passport agency office discovers that the Postal Service transmitted an underpayment or overpayment to the Department of State, contact will be made between the two offices to resolve the discrepancy.
(5) Since the Department of State has all the necessary customer information and passport application, when customer contact is required, the Department of State will handle any resolution which is required with the customer, for either overpayment or underpayment. The Department of State will notify the acceptance office when resolution is reached with the customer.
(6) For other administrative discrepancies, when the correct amount was collected from the customer, if the discrepancy cannot be resolved between the passport application acceptance Post Office and the regional passport agency office, then the discrepancy will be directed to the Postal Service district finance manager for resolution with the regional passport agency office. The discrepancy will generally be resolved within 60 days.
b. District Finance. The following applies.
(1) Accuracy of Acceptance Unit Accounting Data. District Finance has responsibility for verification of accuracy of AIC 264 amounts. Verify that the amounts on PS Form 5659 match the AIC 264 amounts on PS Form 1412 during random verification of supporting documentation. Differences must be resolved with the passport acceptance office. If not, contact the acceptance Post Office for resolution.
(2) Discrepancy Resolution. District finance will handle resolution of other administrative discrepancies regarding payment to the Department of State, when the correct amount was collected from the customer. Other functions will provide input and participation as required. The discrepancy will generally be resolved within 60 days.
c. Area and Headquarters Finance — Resolving Administrative Discrepancies. The following will apply:
(1) In the event that the discrepancy cannot be resolved by district Finance, it is then directed to the manager, Finance, area office, for resolution with the Department of State.
(2) If the discrepancy cannot be resolved at the area level, then it is directed to the manager of Post Office Accounting, Headquarters, for resolution with the Department of State, with input from Retail at Headquarters as required.
422.292 Forms and Supplies
a. Items Used. In addition to these procedures, PS Form 5659, Daily Passport Application Transmittal Form, is available on the intranet at http://blue.usps.gov/formmgmt/5999.htm, and the Passport Agent’s Reference Guide must be printed and placed in a binder for reference. The guide is available on the intranet at http://blue.usps.gov/marketing/retail/passportdocs.htm. The following supplies are used for the passport application acceptance program:
b. Requisitioning Procedures. Requisition all items from the Material Distribution Center. Use touch tone order entry (TTOE); call 800-273-1509. All blank forms and related materials are described in the Passport Agent’s Reference Guide. Do not requisition forms or supplies from Passport Services.
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We will incorporate this revision into the next printed edition of the ASM and into the next online update available on the Postal Service™ PolicyNet Web site.
(The direct URL for the Postal Service PolicyNet Web site is http://blue.usps.gov/cpim.)
— Customer Service Operations, Delivery and Retail and Retail Marketing, Customer Service, 9-13-07
