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RAPID RESPONSE TIME BY PROCESS REDESIGN

Ahmadabad Regional Passport Office

Presented by Group 1

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The problem came into the notice, In March 2001, when Mr. Swain, an IAS officer of Gujarat was appointed as the Regional Passport Officer, Ahmadabad. He was dissatisfied with passport application processing and issue time, which was 145 days. The number of pending application had crossed 1,00,000. He was keen to reduce response time and wanted to improve consumer focus by redesigning and realigning.

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Agenda

Regional Passport Office : A ProfileThe Passport Application Process

Preparation by the Applicant Obtaining the Passport Application Form Submitting the Passport Application

Form Process at the R.P.O The PVSR Process

Present SituationSuggestive course of action

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REGIONAL PASSPORT OFFICE: A PROFILE

It is the birth right of every citizen to obtain the passport. Because it acts as an official document which establishes identity of a citizen. The passport is issued to eligible Indian citizen, which is under the authority of Central Passport Organization and the Ministry of External Affairs. The RPO’s have two distinct functions :-

Issuing new passport. Providing other miscellaneous services

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Miscellaneous services are classified into 8 categories, which include renewal of passport, re-placement of damaged passport. It is 2nd busiest RPO located in Ahmedabad, serving 25 district, 4 cities and 1 union territory of Diu. The Ahmedabad RPO is located in a spacious 5 storied building. The ground floor is for receiving applications, the RPO and PRO offices are on 1st floor, application processing is on 2nd floor, writing and dispatching on 3rd floor, indexing on 4th floor, and the 5th floor is reserved for office records.

Contd.

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the approved strength of RPO is 103The casual workers are 40 in number with wages of rs 120 per day.There is tendency to keep the number of Casual workers less because the process of pasting and laminating is highly sensitive task.

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Employees Working in RPO

The approved strength of RPO is 103.The casual workers are 40 in number with wages of Rs. 120 per day.There is less tendency to keep the number of casual workers because the process of pasting and laminating is highly sensitive task.

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I. Preparation by the Applicant

Preparation by the applicant is again categorized under 2 parts…

Preparation by the Applicant

1. Obtaining the Passport Application Form

2. Submitting the Passport Application Form

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1. Obtaining the Passport Application Form

Index card

Passport application

registration form

Passport application

form

Personal particulars form (PPF)

Passport information

booklet

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2. Submitting the Passport Application Form

RPO counter

Registered post

Speed post counter

Registered agents

DSP office

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Problem , situation and objective.

Problem, Situation & Objective

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CRITERIA

Verification should be doneSubmission and collection procedure of all

the documents must be strictTimingsThere should be no possibility of fraud in

office or by customersQuality of passport should not be

compromisedDecentralization of workTime management can be done.

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OPTIONS

Redesign the whole procedureExpansionDecentralization of workSeparate police department for police

verification screening reportUsing of electronic machineriesRecruitment of more employeesIncreasing working hours along with salaries

of employees

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EVALUTION

Keeping in mind that there should be no chances of fraud and passport issue time should be reduced to minimum ,the only thing that can be done is that pvsr process should be removed instead certificate of residence and other identity proofs can be used as the basis of passport issue.

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DECISION MAKING

Semi electronic automation machineriesTraining seminar for employeesMotivation programmer

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ACTION

Automation in passport officeNo police verification screening report

instead of which certificate of residence ,clearance certificate , affidavit related to birth , age and related information

Rules and regulationFeedback from the employees regarding work

procedure

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CONTIGENCY

Double records should be kept of all the data so that if one computer data base has some technical errors back up of data is there in the other pc

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