A bridesmaid panics because she’s about to miss her best friend’s wedding. A father realizes he won’t be able to travel to walk his daughter down the aisle. A guitarist is about to miss his shot at playing on a world tour… 

All these travelers needed passports quickly, and they’re all real situations that faced customers of HelloGov, a new tech startup that’s reimagining how customers get passports in a hurry. They’re also common stories in major international hubs like Chicago. Despite a history of transportation innovation, the Windy City’s process of setting people up for international travel can be almost nineteenth-century. And that’s especially problematic at a time when the post-pandemic surge in travel demand has overloaded passport agencies like the one on Ida B. Wells Drive.

Passport couriers often step into this chaos to streamline the process and help panicked travelers get their passports in the nick of time. Yet many of those couriers struggle to efficiently connect with travelers caught in a pinch. Some rely on word-of-mouth referrals, clunky spreadsheets, and manual paperwork reviews. 

HelloGov aims to improve the experience by developing a user-friendly online marketplace — an AI-powered portal designed for passport couriers. The goal is to make it easier for couriers to assist travelers, similar to how restaurants manage last-minute reservations online. Here’s an overview of their approach.

Building a Marketplace Model for Couriers

Photo Courtesy: HelloGov
HelloGov’s user-friendly backend gives couriers a clear view of customers seeking rush passport service in Chicago.

The concept for HelloGov draws on co-founder and CEO Adam Boalt’s two decades of experience building similar third-party passport platforms, while also leaning into successful concepts of various user-friendly apps that have taken off in recent years. Like an online restaurant booking or rideshare service, HelloGov is designed to simplify how couriers connect with travelers. 

“After more than 20 years in the passport and visa spaceI’ve noticed that some existing technology solutions can feel a bit outdated and challenging to navigate, especially for small courier businesses that are just getting started,” Boalt says. “We built this platform to modernize the entire industry and level the playing field. It’s like OpenTable for passport couriers: A reliable CRM with an AI assistant that supports secure remote document reviews and provides clear visibility into customer applications to help speed up the process and reduce the risk of suspensions. Many travelers use our platform each month to help with their applications, and we connect these customers with couriers through our open marketplace, making it simpler for couriers to find and assist clients. We’re excited to be welcoming the next cohort of couriers to a fairer, more equitable way to work for everyone involved.”

The platform handles everything from vetting customer applications to collecting and reviewing their documents for processing. It’s all designed so couriers may focus on what they do: collecting customer documents and securely hand-carrying their applications to the passport agency. When couriers can concentrate on their work, it can help more customers receive their expedited passports faster, sometimes within two to four days.

Photo Courtesy: HelloGov The HelloGov app uses AI to quickly analyze all customer documents and photos, flagging issues that need attention to ensure expedited passport renewal in cities like Chicago.

While its clean, accessible user interface may be the first thing couriers notice, what truly sets HelloGov apart is its total integration of AI.

On the customer side, the platform’s specially trained AI agent, Sydney, guides hurried travelers through every step of preparing their application and gathering the required documents. It then thoroughly reviews those documents to confirm the customer has checked all the boxes. After handing off to one of HelloGov’s human agents for verification, the system then presents the customer with all the local couriers who can do the job within their required timeframe.  

Once the customer chooses a courier, the expeditor can review all the documents for final verification, right from their computer, phone or tablet. This multi-layered process helps couriers confirm the customer has everything they need. If the customer needs to make any changes, the courier can see new documents uploaded in real time.

HelloGov provides a CRM platform for couriers, featuring tools to help with secure document verification. It is a centralized place for customer referrals, integrated support, and managing digital manifests, which can be helpful when visiting passport offices. The platform aims to simplify operations for established courier businesses and independent couriers working on a smaller scale.

The straightforward setup has been transformative for Benjie Slack, president of American Visa of D.C., where HelloGov is already working with couriers. 

“The HelloGov marketplace has really streamlined my process for connecting with hand-carry customers,” he says. “As a small business, having a ready-made referral system is huge. It saves me time and helps me focus on setting up appointments and delivering documents.”

Photo Courtesy: HelloGov In their HelloGov account, couriers can review the day’s manifest, complete with customer orders, travel dates, and carrier information.

Transforming Last-Mile Logistics

While HelloGov sets out to solve a host of issues for travelers and passport couriers in cities like Chicago, Boalt wants to deliver more than just another passport fix. 

“Really, we want to be the go-to place for all government documents, not just passports,” he says. “We can make the whole process easier, from submitting documents to tracking your application to following up.”

The company is already set to launch similar services for vehicle registration later in 2025, along with immigration offerings. The goal is to digitize last-mile government logistics, starting with busy global cities. HelloGov has already piloted its platform in four major markets with U.S. passport agencies, and Chicago is next on its list.

The benefits won’t only reach travelers or well-established passport couriers, either. While HelloGov’s first priority is to expand the marketplace of registered couriers, the company also has plans to establish training programs and open opportunities for others to provide couriers with customer referrals for expedited passport services in Chicago. That could mean, for instance, more on-demand work for couriers or even gig work for notaries in Chicago. 

Expediting International Travel in the Windy City

When a traveler is faced with a last-minute reality check before an international trip, they’re hit with all sorts of anxious questions. How fast can I get an expedited passport in Chicago? Where do I go? How can I make sure it gets here in time?

Couriers have always stood ready to ease those travelers’ worries and guide them through the process. With HelloGov, they’ll just be able to do it much more effectively. 

For Chicago passport couriers looking for easier ways to help frantic customers, this kind of tech should be a breath of fresh air. It may even bring expedited passport services into the twenty-first century. 

Anyone interested in becoming a passport courier or joining the HelloGov marketplace can learn more or apply at https://www.hellogov.com/join. 

Disclaimer: The information presented here is for general informational purposes only. Given the complexity and ongoing changes in government-related services, some details may evolve over time