Passport Seva Project

"Make all Government services accessible to the common man in his locality, through common service delivery outlets, and ensure efficiency, transparency, and reliability of such services at affordable costs to realise the basic needs of the common man"

The Government approved the National e-Governance Plan (NeGP), comprising of 27 Mission Mode Projects (MMPs) and 8 components, on May 18, 2006. NeGP comprises of 27 Mission Mode Projects (MMPs) encompassing 10 Central MMPs, 10 State MMPs and 7 Integrated MMPs spanning multiple Ministries/ Departments.

No Passport Regulations prior to First World War

Indian Passport Act, 1920

Passport Regulations After Independence

Enactment of Passports Act, 1967

Central Passport Organisation

Passport Seva Project (PSP)

Why Passport Seva Project ?

Year: 2007

India Population : 1,173 Million Passport Applications : 4.89 Million Passport Offices Workforce : 2000+

2007 – 2009 2009 - 2011 2012 Onward

Successful implementation in Public-Private-Partnership mode with transformation in citizen service delivery

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Workforce Management Accessibility

Transparency

Processes

Reliability

Citizen Experience

Timeliness

Vision

• 77 PSKs PSKs and 15 PACCs across India

• Longer Public Dealing hours

• Online Portal for 24*7 access to information

• Self Service Kiosks

• Multilingual Call Centers: (24*7) Helpline & SMS Updates

• System Access across missions and immigration

• FIFO based services

• Workflow based services

• Online real time status tracking

• Call Centers

• Proactive Status Monitoring

• Grievance Handling

• SLA Based Services

• Operational Efficiencies

• Interface with ISP Nasik, Police & India Post

• Best-in-Class Front-Office Facility with special facilities for senior citizens, young mothers & physically challenged

• Citizen Convenience Services

• Comprehensive Online information and service delivery management

• Online Appointments for Hourly Slots

• Pre-verification of Forms and Documents

• Efficient Queue Management

• Workflow based Application Processing

Building Highly Motivated Teams at PSKs through

• Recruitment

• Training

• Rewards & Recognition

Data Integrity and Information Privacy

• Biometrics capture

• Secured Access

• Information Security

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RPO,Hyderabad

Item of Passport Issuance Process Old System PSK System

Time taken for Tatkaal Passport. 7 to 14 days 1-3 days

Time taken for Normal Passport. 45 days to six

months 7 -30 days

No. of Passport outlets. 48

77

(including 2 to 3 in each

metropolitan city)

Exchange of information with

police

By post - time

consuming On-line

Waiting period to submit passport

application

2 to 3 hours in

crowded

conditions

45 minutes in decent

and comfortable

conditions.

Scope for expansion of passport

outlets/counters

Limited. Could be

time consuming.

Will be expanded in

keeping with growing

demand.

Starting of walk-in appointments for 8 categories of

applicants, including for tatkal (fresh/re-issue), senior

citizens, minors, physically challenged, PCC,

govt.servants etc w.e.f 01.08.2012.

Tie up with e-seva centres/Post Offcies to fill online form

for the above categories for Rs/-100.

Passport Melas

Productivity Linked Incentive Scheme

Next Steps

Police verification process to be extended beyond the

state and district level to the Police Station

Online integration with other govt. departments for verification of documents – such as ration card, pan card

Extend the passport issuance process to all the

178 missions and posts abroad

Open 15 Passport Seva Laghu Kendras across the

country

The whole process was handled very professionally and with courtesy. Thanks.

S Gopalakrishnan, Executive Co-Chairman, Infosys

Very good arrangement has been provided to the person.

I have a very thrilling & excitement experience. It's of course a commendable work

& joy for the citizen. Rajniti Prasad,

MP, Rajya Sabha

This is an outstanding example of citizen service

being improved dramatically. Great citizen Experience.

Som Mittal, President NASSCOM

Excellent and efficient process and staff. An eye opener as to what India can do if it makes

the effort.

K R S Jamwal, ED, Tata Industries Limited

The PSK is an excellent facility. A facility gives a feeling of

pride India.

Dr. Bangali Baboo, National Director,

National Agricultural Innovation Project

It is an extremely delighted to see the

seva kendra is working as a

professional way and handling the case

efficiently.

Nesar Ahmad, President, Institute of Company Secretaries of India

Very helpful officials at each step, support

staff also alert & helpful

Maya Sharma, NDTV - Bureau Chief

I am immensely pleased by the arrangement's for the passport issue and renewal. This is serving very efficiently the requirements of so many

applicants. The staff attitude and courtesies are worth special mention.

K. Jairaj, I.A.S, Additional Chief Secretary, Govt. of Karnataka

PSK staff was extremely helpful and made the

experience very pleasant

Nitin Paranjpe, CEO and Managing Director Hindustan Unilever Limited

Projects Category - Government of India

1. Award of Excellence: Passport Seva Project, Ministry of External

Affairs, Govt. of India

2. Award of Appreciation: Indian National Data Centre for Long range

Identification & Tracking,

Director General of Shipping, Govt. of India, Mumbai