I was here today around 11:20am. I was directed to Line 2 for my passport renewal. There were 2 ladies ahead of me. It only took a couple minutes before I was next up to the counter. The lady looked over my application then handed me a number and I went to sit down. In a couple minutes my number was flashing up on the board and I headed over to the next counter.
The guy who helped me was cold and didn't crack a smile. But he approved my application and said my passport would be ready in 10 days. For an extra $10 I could pick it up. Otherwise they mail it to you.
It sucks that I had to renew my passport before July 1st when they bring in the 10 year passports. If you can wait, I suggest you do so. There's no cost savings but it does save you a trip to the Harry Hayes building.
The best time to go is between 9-11 am. Any sooner and they only have 2 people working. Of course lunch hour will be busy too.