Success Story

U.S. Department of State

The United States Department of State, commonly referred to as the State Department, is a federal executive department responsible for carrying out U.S. foreign policy and international relations.


Organization: Department of State (DoS)

The U.S. Department of State leads America’s foreign policy through diplomacy, advocacy, and assistance by advancing the interests of the American people, their safety, and economic prosperity.

The Challenge

The United States Department of State trains thousands of Passport Acceptance Agents every year. These agents process passport applications and help U.S. citizens and residents obtain the passports they need to travel outside of the country.

This is no easy feat: the documentation required to apply for a passport varies according to a person’s age, citizenship status, and any recent name changes. The Department of State recognized that, in order to be truly effective, this training needed to be engaging and interactive

By leveraging simulations of real-life situations that employees are likely to encounter in their work, learners are provided opportunities to apply what they’ve learned to what they’re likely to be doing in a way that is realistic. 

These scenarios allow learners to explore what happens when they do what they have been trained to do – and what pitfalls they may encounter if they don’t. This approach to learning is much more engaging and emotionally resonant and helps learners better retain course content.

The Solution


Robust Learning Management System that for training, tracking, and certification of 50,000 Passport Acceptance Agents.

Efficient certification management for Acceptance Agents upon successful completion of requirements. 

In-depth curriculum development by the Web Courseworks instructional design team through SME collaboration.

Leverage scenario-based learning for an engaging and emotionally resonant course content. 

The Results


Seamless user experience


increase in training efficiency


More engaging content

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