From Chaos to Convenience: How the NIS Redefined Excellence at Passport Offices

Segun Atanda/

For years, the mere mention of applying for a Nigerian passport was enough to send shivers down the spine of many citizens. Endless queues, confusing processes, and stories of bribes overshadowed the system, leaving people frustrated and hopeless.

But something extraordinary is happening at Passport Offices in Nigeria. At the Alausa Passport Office in Ikeja, Lagos, NewsmakersNG noticed a transformation so profound it has restored faith in public service delivery.

Under the forward-thinking leadership of the Minister of Interior, Dr. Olubunmi Tunji-Ojo, and the steadfast execution by the Comptroller General of Immigration, Kemi Nanna Nandap, the once-dreaded process of passport application has become a seamless experience, much to the amazement of Nigerians.

Standing outside the Alausa Passport Office, now painted in calm, welcoming colours, Ronke Akinwunmi, a middle-aged businesswoman, wore a look of disbelief as she clutched her new passport.

She said, “I used to dread coming here. I’d pack food and water, prepared for a full day of frustration. But now, I applied online, came in for biometrics, and got my passport in three days. I didn’t have to beg or bribe anyone. It’s like a whole new world!”

Akinwunmi’s story is not unique. Across the board, citizens have shared similar experiences of efficient service delivery, friendly staff, and transparency that was previously unheard of.

Some Nigerians have shared their experiences in posts on social media platforms describing the transformation of passport offices nationwide as a direct outcome of bold leadership. Upon assuming office, Dr. Tunji-Ojo tasked the NIS leadership with measurable goals, emphasizing digitization, efficiency, and citizen satisfaction. Nandap responded with unwavering determination, empowering officers nationwide to exceed expectations.

The authorities told NewsmakersNG that in a bid to rebuild trust and change perceptions, CG Nandap has harnessed technology and human dedication to ensure that Nigerians feel respected and valued.

This shift is palpable from the moment one enters the office at Alausa. Applicants are greeted by polite officers at help desks, ready to guide them through the process. The sight of organized queues, digital screens displaying appointment schedules, and calm waiting areas now contrast sharply with the chaos of yesteryears.

Technology has played a pivotal role in this transformation. The introduction of an online application system allows users to upload documents and schedule appointments, eliminating the need for long physical waits. Real-time SMS notifications update applicants on the status of their passports, while the enhanced e-passport with its biometric features ensures global standards.

For Ola Omosebi, a tech-savvy software engineer, the process was nothing short of revolutionary.

“I was impressed by how easy it was to navigate the website. They even sent me an alert when my passport was ready. I spent less than an hour in the office for biometrics and collection. This is the kind of efficiency we need across all government services,” Omosebi said.

Perhaps what stands out most is the human touch in the revamped operations. Officers now go out of their way to assist applicants, especially vulnerable groups like the elderly and parents with young children.

“They treated us like human beings,” said Sarah Fakorede, who visited the office with her two sons. “The staff ensured that we didn’t have to wait too long. They even gave my boys candy to keep them occupied!”

The success of the Alausa Passport Office aligns with President Bola Ahmed Tinubu’s Renewed Hope Agenda, which prioritizes infrastructure development, institutional reforms, and citizen-centric governance. The reforms symbolize a brighter future where government institutions genuinely work for the people.

Dr. Tunji-Ojo emphasized this vision in a recent address: “We are not just issuing passports; we are restoring dignity and trust. Nigerians deserve systems that work, and Alausa is proof that we can achieve this.”

The Alausa Passport Office has become a blueprint for excellence, inspiring similar transformations in other passport offices across Nigeria. Its success is a testament to collaboration between visionary leadership, committed officers, and innovative solutions.

For Nigerians like Akinwunmi, Omosebi, and Sarah, this transformation is more than a government success story—it’s a ray of hope. The once-dreaded passport application process has become a source of pride, showing that change is possible when leadership meets determination.

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