After Secretary of State Marco Rubio’s announcement of the major U.S. passport overhaul, including the introduction of fully online passport applications on America.gov and the upcoming redesign that features a photo of Trump, David Alwadish, founder & CEO of ItsEasy.com Passport & Visa Services (celebrating 50 years in business), is offering important insights into the real-world operational ripple effects of these governmental passport design and application updates.
Key commentary points Alwadish expands on:
- The Financial Hit to Local Post Offices: More than 8,000 post offices and libraries acting as physical adjudicators stand to lose crucial processing revenue, a potential death blow to already struggling USPS locations.
- AI vs. Human Touch: While AI and self-service portals handle basic filings, high-stakes and urgent passport needs (sub-14-day turnarounds) still demand personal, human concierge support rather than automated “robot” systems.
- Accessibility Gaps: Why the government must maintain physical application alternatives for citizens without digital literacy, computer access, or disability accommodations.
- Physical Passport Redesign & The Trump Photo Mandate
“Unlike this summer’s limited-edition Trump-designed passport, the passport scheduled for 2028 appears to be definitive. Where this summer the public was able to opt in or out of the new design, the one Marco Rubio proposes appears to be non-negotiable.
Any passport applicant will most likely have zero choice but to get a passport with his historical photo in it. My gut feeling is that the party in power in the next presidential term will determine whether this new Trump photo is short-lived or limited edition, as it will almost certainly be mandated for change by the next controlling party.
Whether one likes Trump’s design skill set or the new passport packaging and delivery design, it is a definite statement that demonstrates his love for the country. Once this new design becomes commonplace, no one will have a choice. That will be the passport; it will be no different than having George Washington, Christopher Columbus, or anyone else’s photograph in it.
Whatever the Department of State mandates for the passport design will move forward. You cannot ask, “Is there a passport without George Washington or Christopher Columbus?” exactly like you can’t ask, “I want a passport without Donald Trump.”
If someone is interested in getting a new passport without the Trump photo in it, they probably have a narrow window to apply within the next month or two. With an ample supply of current passports, there might be an opportunity to select one that they still have in stock. However, that will depend on government policy, and we won’t know if they mandate that every passport issued as of a specific date must have the new design, regardless of leftover inventory.”
- Cover & Interior Aesthetics vs. Historical Passport Changes
“The new cover design is refreshing; a design change was much-needed. It’s more modern and highlights our proud bald eagle seal, so I’m comfortable with it. In all the 50 years that I’ve processed people’s passports, I never really even noticed the visa pages.
Over the past 50 years since ItsEasy.com was founded, historically, I’ve only seen passports change due to new technologies evolving to protect the owner of the document.
Again, whether you like Trump or not, it doesn’t make a difference, the new design is an effort to be innovative. This too shall pass, and the next passport and next president will come. This is the first time I have ever had customers come to me and say, ‘I want the Trump passport,’ or ‘I don’t want the Trump passport, make sure I don’t get it.’ And I had to say, ‘Don’t worry, it’s voluntary,’ as it’s limited-edition. However, the 2028 passport won’t be.”
- Privacy Concerns & Government Access to Citizen Data
“Considering the significance of the passport document, it remains to be seen how this online process will unfold. However, with so much uproar about cameras on every corner, this promise of an effortless passport application demonstrates just how much the government already knows about almost every single citizen in the United States.
I imagine that in most cases, the Department of State’s passport division will have immediate access to birth certificates, driver’s licenses, and a host of other supporting background documents for the average law-abiding citizen to successfully apply for a U.S. passport. Unlike the physical characteristics of the passport and the fixed mailing protocols that are etched in stone, how this application process will unfold remains to be seen.
Lately, in order to book an appointment, they first ask for your email and send a verification code, then ask for your phone number and send another code. Now, at least they know exactly who you are, and they may well be cross-referencing phone records, bank records, Social Security records, birth certificates, and driver’s licenses.
I’m not sure that everybody will simply be able to go online and receive a passport smoothly. The State Department will have to be completely satisfied that you are who you claim to be, and your address details will have to be cross-checked. In my experience, while many people use online passport renewal systems, many find the process to be more of a headache than using our dedicated passport renewal and photo app which has been a breeze to renew passports from home with perfect complimentary photos. Unlike the referenced drug stores, we never charge for photos.”
- Impact on Post Offices & Physical Passport Agencies
“The new America.gov passport application program may be a nail in the coffin for the already struggling 8,000+ post offices and authorized local venues that serve as official passport adjudicators. If you visit the Grand Central Post Office, there are 26 windows, and on a good day, perhaps four are operating. Of those four or five operating windows, two are likely handling passport applications assigned by the government every 15 minutes.
You have over 8,000 libraries and post offices that rely on processing these applications; while they will still process some, this shift will reduce their revenue, and they are already struggling. Furthermore, staff at passport agencies may face layoffs to some degree, as the government is certainly not going to open additional physical passport agencies.”
- AI Technology vs. High-Touch Concierge Services
“In the 50 years that I’ve been in business, the government’s integration of new AI technology gives me pause. After consulting with business advisers, I feel that while my business model may evolve slightly, it will always remain essential for clients who prefer a personalized concierge service and to avoid automated systems.
Despite broader industry sentiment regarding passport courier companies, our firm actively assists individuals who are disabled, lack computer access, or simply prefer dedicated personal service. We will always be here to keep AI in check and ensure our services remain even simpler to navigate than AI tools. I use ChatGPT myself and recognize how convenient it can be to have automated answers, but our clients value knowing they are connecting with a live person.
This new online-first system won’t disrupt ItsEasy.com just yet. As an urgent passport expediter, I don’t see clients turning to AI to wade through encyclopedic instructions when they need expedited processing within 14 days or even 3 days. Most people feel far more reassured having a dedicated human handling their urgent application.
Additionally, online passport renewal will never be the only option available. The government must remain accessible to all citizens, including the visually impaired, individuals with disabilities, and those without computer access or literacy. I do not foresee this transition impacting our company’s ability to deliver the live, 24/7 concierge service we have provided for five decades. We have streamlined the process: fill out the form, take the photo, send it to us, and we handle the rest—eliminating the friction of reading through complex online portal instructions.
The government ships approx 20+ million passports a year, but they don’t all arrive. The government has long had the form, DS86 – Statement of Non-Receipt, to report a missing passport book or card. ItsEasy.com has been tracking passport progress as part of its ItsEasy Passport Renewal and Photo App offerings since 2015, while Rubio announced the new passport tracking capability this week.”
