For decades, applying for a U.S. passport meant navigating a process largely unchanged since the 1970s: paper forms, checks and printed photos. Matt Pierce has spent more than 20 years helping Passport Services move beyond that legacy model, beginning as an adjudicator at the Houston Passport Agency and rising to oversee global passport operations for millions of Americans.
Now as deputy assistant secretary for Passport Services within the State Department’s Bureau of Consular Affairs, Pierce is leading efforts to make one of government’s most visible services faster, simpler and more accessible.
In this Q&A, Pierce reflects on his path from passport adjudicator to agency leader, the operational and cultural shift behind online passport renewal, and how better government service can save Americans valuable time.
Tell us about your current role and the mission you support. What does a typical day look like for you?
As the Deputy Assistant Secretary for Passport Services within the Bureau of Consular Affairs at the U.S. Department of State, I oversee global passport operations serving millions of Americans. With roughly half of the U.S. population holding a passport, a massive surge from just 5% in 1990, our mission is to provide secure, efficient, and accessible travel documentation to Americans. A typical day involves collaborating with frontline employees, guiding modernization initiatives like our online renewal platforms, and managing operational workflows to keep pace with historic public demand.
What drew you to public service? Was your path into government planned, or did it evolve over time?
My journey into public service evolved organically over time rather than following a rigid blueprint. My career started at the Houston Passport Agency as a Passport Adjudicator and opportunities grew once I moved to our headquarters in Washington, D.C. Over two decades, I have stayed committed to solving complex challenges within Passport Services, developing my leadership capabilities and directly helping citizens navigate vital government touchpoints.
Looking back, was there a pivotal moment, decision or experience that shaped your career in government?
A pivotal turning point was leading Passport Services to totally transform our operations. Up until the launch of the online passport renewal system in 2024, we were largely operating the same as we did in the 1970s through paper applications, payment by check and traditional paper passport photos submitted to a local post office acceptance facility. Overcoming years of legacy constraints and institutional skepticism transformed not just our digital infrastructure, but our internal culture around managing risk and innovation.
What does public service mean to you, and why is serving the nation and its citizens important to you?
Public service means bridging the gap between citizen expectations and government delivery. When people interact with federal agencies, they deserve outstanding service, similar to what they expect from services in the private sector. Modernizing systems to save Americans hours of time underscores why public service matters. It directly improves and impacts the lives of Americans, and that’s important!
What is one lesson you’ve learned in public service that has stayed with you throughout your career?
You cannot let past failures or institutional rigidity dictate future outcomes. Early hurdles with IT modernization taught us that true progress requires challenging the status quo, listening closely to the workforce handling day-to-day operations, and maintaining the courage to pivot when things need fixing.
What advice would you give to someone considering a career in government today?
Embrace adaptability and focus on why you feel compelled to serve the public. Government offers a unique scale where your work can positively touch millions of lives. If you are willing to challenge outdated processes, have patience, listen to diverse perspectives, and commit to continuous improvement, you can drive monumental, systemic change.
What continues to motivate and inspire you in your work supporting the public mission?
The dedication of our thousands of frontline employees handling tens of millions of applications a year, combined with the positive feedback from everyday citizens, keeps me inspired. Seeing how tools like online passport renewals dramatically reduce wait times and make life easier for the public proves that government can innovate, excel, and truly deliver for the people. With Americans travelling more than ever, our work will continue to improve ease of travel and positively contribute to the global travel industry.