Step by Step

When applying for a travel document, a customer goes through several steps before obtaining the final document.

This process, known as the 'customer journey,' is a fascinating combination of practical and administrative tasks that may vary depending on the municipality.

A customer shared their personal experience and the various steps they had to go through when applying for an identification document for their child.

This process can sometimes be smooth and straightforward, but it can also present challenges, such as long waiting times or strict application requirements.

Steps in the Customer Journey of a Travel Document

Here is an overview of the key steps in this process:

1. Notification from the Municipality

In some cases, the municipality sends a notice that the current identification document is about to expire. This allows citizens to apply for a new document in time. Not all municipalities provide this service, making it important to keep track of document expiration dates independently.

2. Scheduling an Appointment

Applying for a passport or identification card usually requires an appointment with the municipality.

Due to long waiting times, this appointment often needs to be scheduled well in advance. During peak periods, such as holiday seasons, waiting times can be even longer.

3. Taking a Passport Photo

A passport photo is required for the application and must meet strict requirements. There are several ways to obtain this:

• Taking a passport photo online using an automated tool.
• Visiting a professional photographer.
• Taking a photo yourself and ensuring it meets municipal guidelines.

Not all municipalities accept online-generated photos, which can make the process more complex.

4. Visiting the Town Hall

With the necessary documents in hand, the official application takes place at the municipality. This involves:

• Submitting the old identification document (if applicable).
• Ensuring that the passport photo meets the required standards.
• Providing additional documents, such as a birth certificate or residence permit (if needed).
• For children: obtaining written consent from both parents or legal guardians.

5. Waiting for Processing

After submitting the application, there is a waiting period of a few working days. The exact processing time varies by municipality and can range from a few days to several weeks.

For urgent situations, an expedited process is usually available, though it comes with additional fees.

6. Collecting the Travel Document

Once the travel document is ready, the applicant must pick it up in person at the municipality. In some cases, children must also be present when collecting their document.

Your Experience with the Customer Journey

Every customer has a unique experience with this process, depending on the municipality, waiting times, and additional requirements. How did you experience this process? Was it smooth, or did you encounter obstacles?

By gathering these insights, we can explore how the customer journey can be improved and identify potential solutions to make the process more efficient.