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Passport Patrika | July – December 2015
Passport
Patr kaA bulletin of Passport services in India
- Upgradation of Passport Services in the North - East
- Passport Seva 2015: Year at a Glance
- Growth Story of Uttar Pradesh
In this Issue
04
14
28
19
Cover Story
- Upgradation of Passport Services
in the North – East
Lead Story
- Passport Seva 2015 Overview
- Growth Story of Uttar Pradesh
Passport Patrika | July – December 201502
Senior Level Retirement
Public Notices & Advisories
Events
- Foreign Secretary visited PSK Herald House
- Chief Minister of Andhra Pradesh visited Passport Seva Camp
- Uganda Revenue Authority Officials visited PSK Herald House
- Delegation from Bhutan visited PSK Herald House
- Delegation of US Embassy Consular Officers visited PSK Herald House
- lalnh;�jktHkk"kk�lfefr�dk�fujh{k.k�nkSjk
Achievements & Recognition
24
29
20
22
Camps and Melas
Voice of People
Media & Public Outreach
Employees Corner
06
Editorial Note
03
Muktesh K. Pardeshi
Joint Secretary (PSP) & Chief Passport Officer
2015 has been a year of smart public service delivery. With 12 million
services rendered during the year, passport has become the single most important citizen service delivered by the Ministry of External Affairs. Apart from the huge numerical growth, the year saw many qualitative improvements in the delivery of passport services across the country. Growing at 20% per annum, India is currently one of the fastest growing passport-issuing countries in the world! It is estimated that 20.37 million Indians travelled abroad in 2015 for several reasons ranging from jobs to religious pilgrimage.
The service network did also expand. In addition to the 77 Passport Seva Kendras running in PPP mode with TCS, the Ministry of External Affairs has set up 8 additional Passport Seva Kendras in Agartala, Aizawl, Gangtok, Imphal, Kalaburagi, Karimnagar, Darbhanga and Shillong, thus, providing extended reach to passport applicants, particularly in the North East. 10 more Passport Seva Kendras are being set up for the convenience of citizens which will take the number of PSKs to 95 during the year 2016. Setting up PSKs in all North Eastern States was a collective aspiration and objective which has been fulfilled. Hence, we have featured North East on the cover.
Geographically speaking, Uttar Pradesh created history by emerging for the first time as the No.1 State in terms of Passport Services (13.37 lakh). Another record: for the first time 4 States became 'Passport millionaire States'. They are: Uttar Pradesh (13.37 lakh), Maharashtra (11.87 lakh), Kerala (11.44 lakh) and Tamil Nadu (10.08 lakh). 5 States received more than half a million Passport applications: Gujarat (7.47), Punjab (7.15), Karnataka (6.37), West Bengal (5.86) and Telangana (5.38). Outside India, Missions/Posts in the UAE (2.5+) and Saudi Arabia (1.5+) issued maximum number of Passports.
As we are compiling this edition of Passport Patrika, I have been appointed as the next Ambassador of India to Mexico. As I wind up my assignment as the Chief Passport Officer which I assumed in 2010, I can say that the system has been successfully transformed under the aegis of Passport Seva programme. The number of Indian passports issued annually has doubled during my own tenure! Passport Seva is an ongoing success story. With a huge young population eager to travel and connect to the world, the day is not far when India will emerge as the largest passport-issuing country in the world. Keeping pace with the rising demand and modernising Indian passport system to global standards should remain our top most priorities.
Passport Patrika | July – December 2015
Address:
CPV Division,
Ministry of External Affairs,
Patiala House Annexe,
Tilak Marg,
New Delhi-110 001
Tel: +91-11-23387013
Fax:+91-11-23071370
Passport Patrika is edited andpublished by Shri Muktesh K. Pardeshi,Joint Secretary (PSP) &Chief Passport Officer on behalf ofCentral Passport Organisation,Ministry of External Affairs, New Delhi.
Editorial Team:Muktesh K. PardeshiSanjiv Aggarwal
Website:
http://passportindia.gov.in
E-mail:
Creative Team:
Shalini Manchanda Mehtani
Vipul Popli
Ritika Gaur
Design and Publishing Partner :
TATA CONSULTANCY SERVICES
Editorial Consultant:A. K. Bhatnagar
COVER STORY
04 Passport Patrika | July – December 2015
With an aim to achieve a greater outreach of Citizen Centric Services by delivering speedier
and more convenient Passport Seva to citizens, Ministry of External Affairs is committed towards setting up of 18 additional Passport Seva Kendras (PSKs) across the country. With the inauguration of
thPassport Seva Kendra at Itanagar, Arunachal Pradesh on 15 Feb 2016 by Shri Muktesh K. Pardeshi, JS (PSP) & CPO, Ministry fulfilled its commitment to open Passport Seva Kendras in all North-Eastern States.
th On 15 January 2016, a Passport Seva Kendra at Dimapur in Nagaland was inaugurated by
Gen. (Dr.) V.K. Singh (Retd.), Minister of State for External Affairs. Another Passport Seva Kendra was st
inaugurated on 31 December 2015 in Agartala, Tripura by Shri Bhanulal Saha, Minister for Finance
and Information, Government of Tripura and Shri Muktesh K. Pardeshi, JS (PSP) & CPO.
With the addition of new Passport Seva Kendras at Arunachal Pradesh, Meghalaya,
Manipur, Mizoram, Nagaland, Tripura and Sikkim, the north-eastern states were added on the
Passport Seva Network.
Shri Bhanulal Saha, Minister for Finance and Information, Govt. of Tripura,
Shri Muktesh K. Pardeshi, JS (PSP) & CPO, Shri Sanjiv Aggarwal, Deputy Secretary (CPV-C) and
other dignitaries during the inauguration of PSK, Agartala
Upgradation of Passport Services in the North – East
COVER STORY
Passport Patrika | July – December 2015 05
Glimpses of the New Passport Seva Kendras in the North - East
06 Passport Patrika | July – December 2015
COVER STORY
The Passport Seva Project (PSP), successfully completed one more year of its operations. One
of the largest and most successful Mission Mode Project under the National e-Governance Plan,
Passport Seva Project is being run in Public-Private-Partnership (PPP) mode with Tata Consultancy
Services (TCS). Over the last five years, there has been huge expansion in both the scope and volume of
Passport related services. The Passport and related services crossed 1 crore mark in 2015 and emerged
as the most noticeable statutory and citizen-centric services rendered by the Ministry of External
Affairs.
During the calender year 2015, the Ministry of External Affairs processed an astonishing
number of approximately 1.20+ crore Passport and related services applications compared to 98.80
Lakh in 2014 (inclusive of Passport Offices in India and Indian Missions/Posts abroad). This is an
i n c r e a s e o f 2 1 % ,
compared to 2014 and
41%, compared to 2013.
Thirty Seven Passport
Offices, Headquarters
and the Office of the
C h i e f S e c re ta r y o f
Andaman and Nicobar
Islands received 1.03+
crore Passport service
related applications
i n c l u d i n g P o l i c e
Clearance Certificates, against which 1.05+ crore Passports and related documents were issued.
The Passport Services rendered in 2015 include 2547 Diplomatic Passports, 27,138 Official
Passports, 4,01,781 Police Clearance Certificate (PCC), 4,605 Surrender Certificates (SC), 3,852 Identity Certificate (IC) and 4,623 Line of Control (LoC) permit applications. In addition to this approx. 14 lakh Passports, ECs and other Passport related miscellaneous services were rendered by 183 Missions and Posts abroad.
Passport Seva 2015 Overview
Number of Applications Processed and Services Rendered in India
st· 6.33 crore Indians held valid Passports as on 31 Dec 2015 (Up from
5.70 crore in 2014 and 5.19 crore in 2013)
· India is placed third after China and the United States in terms of
Passport applications processed in a year
· 1.14+ crore new Passport holders added during the years 2014-15
· 24 RPOs have average Passport issuance time, less than or equal to
National average Passport issuance time
· Passport Seva Call Centre receives more than 20,000 calls per day
· Passport Seva Portal receives 2+ crore hits per day
· 1+ lakh SMS are being sent per day
st As on 31 December 2015, over 3.27 crore Passport service related applications have been
processed and over 3.16 crore services have been rendered through the PSP system. Daily footfall across all the PSKs is about 50,000 citizens.
LEAD STORY
07Passport Patrika | July – December 2015
During the year 2015, Uttar Pradesh
created history and emerged as the No.1 state by issuing more than 13.37 lakh Passport and related Documents. For the first time 4 states i.e. Uttar Pradesh, Maharashtra, Kerala and Tamil Nadu became Passport Millionaire States.
Out of 1.03+ crore Passport and related documents applications received in India, around 45.4 Lakh
applications have been processed by these four states, which is 43.97% of Passport and related documents issued.
Among the Regional Passport Offices (RPO), Lucknow emerged the number one RPO by issuing 9.48
Lakh Passport and related documents followed by Hyderabad, Bangalore, Kolkata, Ahmedabad and Delhi. These six RPOs together issued 38.20% of the total Passport and related documents.
Geographical Trends
Bareilly 1.46 1.72
7.40 7.60Hyderabad
RPOs where services rendered are more
than applications received
Gujrat (7,52,353)
Madhya Pradesh(1,50,203)
Odisha(1,07,608)
Tamil Nadu (9,95,672)
Uttarakhand(81,229)
Delhi (4,20791)
Goa (54,142)
Assam(71,450)
Nagaland(3,359)
Meghalaya(5,368)
Rajasthan(3,20,327)
Punjab (7,57,614)(including Chandigarh)
West Bengal(5,44,065)
Sikkim (5,647)
Uttar Pradesh(12,33,850)
Maharashtra(11,77,128)
Bihar(3,29,862)
Jharkhand(84,929)
Himachal Pradesh(44,530)
Kerala (11,60,271)
Chattisgarh(41,313)
Andam
an &
Nico
bar Isla
nds (1
8)
Andhra Pradesh(4,31,432)
Telangana(5,38,246)
Jammu & Kashmir(1,14,513)
Daman & Diu(5,991)
Lakshadweep(1,708)
Puducherry (20,050)
Karnataka (6,12,426)
Dadra & Nagar Haveli(1,789)
% growth of applications processedin FY 15-16 over FY 14-15
> 30%
21% - 30%
11% - 20%
<= 10%
Arunachal Pradesh (1,705)
Mizoram (3,316)
Manipur (8,016)
Tripura(22,745)
LoCs for Pakistan(3,706)
Haryana(2,60,698)
With a National Growth Rate of
18%, 6 states i.e. Telangana,
Meghalaya, Assam, Uttar Pradesh,
Manipur and Tripura saw a
maximum growth rate ranging from
35% to 63% in terms of Passport
applications received
Demographic and Socio-economic Trends
LEAD STORY
Passport Patrika | July – December 201508
In 2015, 97.43% of the Passport applications received were through Online Channel of Application Filing and 2% of the
applications were collected in Camp mode.
plicant ap s weh ho t f apo p lie% d f th0 o er6 P va oss bpo art r w oer se 1 as0 p
· 148 Transgender applicants applied for Passport
· Only 16 applicants were illiterate
· 18% of the Passport applicants were students
· 57% of the PCCs issued were for Kuwait
· 3.45% of the Passport Booklets issued were Jumbo
Booklets
· 69% of the applicants were in the age group of 19 – 45
years
Average age of Passport Applicant: 30 years
Youngest Applicant: 1 Day
Oldest Applicant: 115 Years
Improvements in Service Delivery
To achieve the mile stone of issuing 1.05+ crore Passport and related documents, various initiatives were taken
during 2015 to improve the delivery of the Passport services.
· In 2015, on pan India basis, 87% of the Tatkaal Passports were issued within 3 days, out of which 34% were issued on the same day. (This excludes the time taken for Police Verification)
· In case of Normal Passports, 74% of the Passports were issued within 7 days out of which 38% were issued within 3 days of the application received. (This excludes the time taken for Police Verification)
· In order to meet the increasing demand, various Passport Melas were conducted at PSKs on weekends and holidays throughout the year across the country. In 2015, a total of 397 Melas were conducted during which 2,56,454 applications were processed.
· In 2015, a number of Passport Adalats were held at
various Passport Offices to redress the grievances of
Passport applicants. These Adalats were very useful in
disposing of around 7000, old and complex cases through direct interaction with the applicants.
· Apart from the Melas and Adalats, 124 Passport Seva Camps were organised during which 51,424 applications
were received. These camps were held in the remote locations across the country ranging from Kashmir (Leh) to
Kanyakumari (Tamil Nadu) for the benefits of the citizens.
· With a view to address the challenge of digital divide, especially in the rural hinterland, the Ministry in
association with M/s CSC e-Governance Services India Ltd. promoted by DeitY, provided the facility of online filing of
Passport related services applications through the vast network of over one lakh Common Services Centers (CSCs)
across the country. During the year, 1,19,000 Passport applications were submitted online at these CSCs.
· The appointments for 1-7 days by all the Passport Offices for visiting a PSK were made available across the
country.
· The number of appointment slots released per day were more than 60,000.
· To understand citizen sentiments and to receive feedback emanating from social media, Passport Seva
provisioned to capture inputs from Twitter, Facebook, Flickr and YouTube. Every Passport Officer and CPV Division,
Headquarters has Twitter/Facebook account and grievances were attended regularly through Social Media.
LEAD STORY
25% increase in the average number of
applications received in Melas as compared
to 2014
09Passport Patrika | July – December 2015
s t ecember 2015, D m1 Pa 3 ssn po o rts ap sA p. ad� h oas r lec wneive dod 13.7+ Lakh
Improvements in Police Verification Time
During 2015, the average number of days taken to complete the Police Verification(PV) on pan India basis came
down to 34 days as compared to 42 days of last year and 49 days of 2013. Around 61% of the PVs got completed within the desired time limit of 21 days, showing an improvement of 15 days over that in 2013. During the year 2015, Telangana distinguished itself as the best performing state by completing the PV in just 8 days followed by Andhra Pradesh (12 days), Chandigarh (12 days), Goa (12 days), Delhi (14 days) and Haryana (15 days).
st In terms of RPOs, Hyderabad captured the 1 position by completing the PV in just 9 days followed by Goa (12
days), Visakhapatnam (12 days), Delhi (15 days) and Jalandhar (16 days).
Awards & Recognitions:
During 2015, Passport Seva was awarded and recognised at the highest level in the Government. The project
also received various certifications and several awards:-
· National Award for e-Governance 2014-2015 (Gold award) for Outstanding Performance in Citizen-Centric Service Delivery, by the Department of Administrative Reforms & Public Grievances, Ministry of Personnel, PG & Pension (January 2015)
· Express Group e-Governance Award under the category “Outstanding Performance in Citizen Service Delivery'' (February 2015)
· Web Ratna Platinum Award for Passport Seva Portal in the Outstanding Content Category under the 'Citizen Centric Services' category by DeitY, Ministry of Communication & Information Technology for excellence in e-Governance initiatives through Web (March 2015)
· Triple ISO Certifications: ISO 9001:2008 (Passport Seva Kendras Operations), ISO/IEC 20000 -1:2011 (Passport Seva System Service Management and Operations) and ISO 27001:2013 (Passport Seva System Information Security Management)
· CIO Leader Business Impact Awards received in August 2015
· Jewels of India Award 2015 received in December 2015
LEAD STORY
Passport Patrika | July – December 201510
Police Verification : Average Days To Complete PVR (Year 2015)
Legend
0-21 Days
22 - 30 Days31 - 45 Days46 - 90 Days
61 - 90 Days
> 90 Days
Police Verification : Average Days To Complete PVR (Year 2014)
Legend
0-21 Days
22 - 30 Days31 - 45 Days46 - 90 Days
61 - 90 Days
> 90 Days
Police Verification : Average Days To Complete PVR (Year 2013)
Legend
0-21 Days
22 - 30 Days31 - 45 Days46 - 90 Days
61 - 90 Days
> 90 Days
Total number of Passport services rendered by Passport Offices in 2015
LEAD STORY
11Passport Patrika | July – December 2015
LEAD STORY
Growth Story of Uttar Pradesh
In 2015, Uttar Pradesh created history and emerged as the No.1 state by issuing more than 13.37 lakh Passport
and related Documents. The state could achieve this milestone due to the contribution and initiatives of three Regional
Passport Offices i.e. Lucknow, Ghaziabad and Bareilly.
Jh�vkj-�,u�jk;]�ikliksVZ�vf/kdkjh]�y[ku�}kjk�dfFkr
12 Passport Patrika | July – December 2015
LEAD STORY
13Passport Patrika | July – December 2015
Since June 1997, Passport Office, Ghaziabad has been delivering Passport and related services to the citizens of
13 districts of western region of the state. The year 2015, saw a massive growth of 41.7% in the issuance of Passport and related documents taking the count up to 2,10,873. The demand and growth was managed successfully with almost same staff strength and infrastructural resources by adopting few administrative and innovative measures.
· Passport Melas & Camps: Non-availability of appointments was one of the major challenges which Passport Office was facing since the beginning. In order to address this problem, the no. of appointments were increased gradually and Passport Melas and Camps were organized frequently. During 2014, a total of 8 Passport Melas and 2 Passport Seva Camps were organized which helped in bringing down the appointment to 30 days from 45 days. Further in 2015 also, Camps & Melas were conducted which helped in bringing the appointment availability to next
day from 30 days.
· Special drive for Pendency Clearance/Passport Adalats: In 2015, priority was given to the process at the back end to ensure maximum output and disposal of old pending files. Printing /Dispatch of Passports and PVR review were on highest priority. For disposal of old pending files, various Passport Adalats were organized frequently. Officials (particularly GOs) were motivated to give optimum output during normal working days/hours and work on Saturdays at least twice in a month to clear the pendency.
· Liaison with Police: In order to avoid delay in submission of report by police, several meetings with police
officials were organized. All the districts were brought under DPHQ model by the end of 2014 which helped in
reduction of average time taken for PV which is now within 21 days in almost all the 13 districts.
· Liaison with local Media: A regular touch was kept with local media to enhance the awareness in the public
about the Passport Melas, Camps, Adalats etc.
· Co-ordination with Service Provider: The Service Provider was taken into effective co-ordination on key issues to
reduce bottlenecks, which helped in achieving the desired results.
th On 13 March 2012, The Passport Seva Kendra, Bareilly started its functioning with only 100 appointments per
day, which were increased to 350 during 2013. Today, a total of 790 appointments are released per
day. During the last two years, Passport Office Bareilly has made a robust growth and progress in
terms of delivery of passport services. In the year 2015 alone, 1,68,616 passports and other
services were provided by the RPO, which is an unparallel increase of 76%. During the year 2013,
the Passport Office faced a major challenge of appointments availability which reached to a thstaggering 45 day, leading to criticism of the system and appointment related grievances.
However, due to steady and consistent efforts along with the determination of the RPO officials in
delivering Passport services, the scenario completely changed. Now the appointment is available
on very next day. To reduce appointment cycle, the following initiatives were taken:-
· Staff members were encouraged and motivated to improve their performance
· Additional counters were established in Government Zones both 'B' and 'C'
· 15 Passport Melas were organized during last three calendar years
· To meet high demand, 150 appointments per day were released to process applications in Camp Mode
2015 was a year of achievements for Passport Office, Bareilly. Unprecedented number of passports were issued; number
of pending applications was reduced to 13,250 from 35,000; appointment cycle was reduced from 35 days to 1 day; all 13
Districts were brought under DPHQ model which resulted in decrease in Police Verification time; average time of
submission of Police Verification was also reduced to 32 days from 60 days in 2014.
Words from Shri Ram Singh, Passport Officer, Bareilly
SENIOR LEVEL RETIREMENT
Aadhaar Integration with Passport Seva – An Update
W ith a view to making the
Passport issuance process simpler,
more secure and reliable, the
Passport Seva Project has taken the
initiative to digitally integrate with
the UID database for validating the Aadhaar number,
submitted by the passport applicant, as a Proof of
Identity and Proof of Address.
For an applicant who voluntarily gives the
Aadhaar number on his/her passport application, the
Aadhaar number along with the biometric data, captured
at the Passport Seva Kendra, is sent to UID's e-KYC service
platform. The demographic details along with
photograph returned by UID are displayed to the
Verification Officer/Granting Officer - thus helping in
validating identity of the applicant based on the Aadhaar
number.
The integration has been successfully piloted at
seven Passport Seva Kendras Delhi - Herald House PSK,
Ahmedabad - Mithakali PSK, Bangalore - Sai Arcade PSK,
C h a n d i ga r h P S K , C h e n n a i - N M Ro a d P S K ,
Vishakhapatnam PSK and Ranchi PSK.
The project is now ready for a pan-India rollout of PSP-
Aadhaar integration. The complete rollout is planned by
end August 2015, in five waves as per plan below:
thWave 1 (14 August 2015): All PSKs under RPO Amritsar,
RPO Bareilly, RPO Bhopal, RPO Dehradun, RPO
Ghaziabad, RPO Jaipur and RPO Hyderabad
thWave 2 (19 August 2015): All PSKs under RPO Jalandhar,
RPO Thane, RPO Cochin and RPO Trichy
stWave 3 (21 August 2015): All PSKs under RPO Pune, RPO
Raipur, RPO Shimla, RPO Chandigarh, RPO Srinagar, RPO
Surat, RPO Malappuram, RPO Trivandrum RPO Chennai
and RPO Kolkata.
thWave 4 (25 August 2015) – All PSKs under RPO
Ahmedabad, RPO Jammu, RPO Lucknow, RPO
Visakhapatnam………
th[For more details refer to notice/circular, dated 13 Aug
2015 at the Passport Seva Portal.]
35 years of Committed Services
st On 31 August 2015, Shri
R. Swaminathan retired as
Secretary (AMS, CPV and
Special Assignment). Born in
1955, Shri R. Swaminathan
studied Civil Engineering at
the Madras University (1972-
1977) followed by a Master's
d e g r e e i n I n d u s t r i a l
Engineering (1977–1979).
He joined India's Diplomatic Service in 1980 and
served in a variety of posts in Delhi and abroad from
1980 to 2009. He worked in Indian Missions in Cairo,
Doha, Paris, Thimphu and Colombo, interspersed with
assignments in India in the Ministry of External Affairs
and the Department of Atomic Energy. He served in
Vienna in the IAEA Secretariat during 2001 – 2006 and
was the recipient of the Distinguished Services Award
of the Agency. He was the Chief Passport Officer of
India from 2007 to 2009 and Ambassador of India to
Egypt from 2009 to 2012.
He was Ambassador to Austria as well as
Montenegro, in addition to Governor and Permanent
Representative of India to the IAEA as well as
Permanent Representative of India to UNIDO and
other UN organizations in Vienna from 2012 to 2014.
In January 2014, he became Special Secretary
(Administration and CPV) in Headquarters and since
September 2014 has been in-charge of Latin America
and Caribbean countries as well as Canada in addition
to CPV. Since September 2014, he was also given the
charge of Latin America & Caribbean countries, Canada
besides that of Director General of Inspections.
Shri R. Swaminathan assumed position as thSecretary (AMS, CPV and Special Assignment) on 27
July 2015.
PUBLIC NOTICES & ADVISORIES
Passport Patrika | July – December 201514
Passport to Minor Children – Clearing confusion about documents required
The Ministry has received a large number of
representations from the parents of minor children
passport applicants with regard to difficulties being
faced by them for submission of Passport applications.
The matter has been examined considering all relevant
aspects. It has been decided to follow the procedures
mentioned below, while accepting Passport application
of minor children. As a matter of principle, it may be
noted that due to the marital discord between the
parents, it is not justified and appropriate to deny
Passport facilities to the innocent minor child and restrict
his/her movement.
About the production of Passports – Only copies of
Passports of parents is required to be submitted. In case
of any doubt about the genuineness of passport, the
same can be verified from the system (PRIDE).
Needless to mention that the legal guardian can
individually apply for the Passport of the concerned
minor child with Annexure-G or Annexure-H.
Documents for Minor Child– Any one of the prescribed
address proof in the name of the Parent(s) can be
accepted for the Passport of his/her minor child;
Annexure C, G and H: Applicability and Distinction: In the
Passport Rules, there are three Annexures prescribed
certifying consent of Parent(s) namely (i) Annexure-C (ii)
Annexure-G (iii) Annexure-H. These are applicable in
different circumstances depending upon the availability
of parent and their consent. These are as under:
Annexure-C: This is applicable in the case where the
details and whereabouts of the other parent is not
known namely; out of wedlock cases, etc. Thus, the
single parent with whom……
st[For more details refer to notice/circular, dated 21 Aug
2015 at the Passport Seva Portal.]
A Helping Hand to Aid People affected by Chennai Floods: Special Passports Services to residents of the flood affected districts covered under the RPO Chennai
Government of India had announced a special
scheme for prompt re-issuance of Passports to the
residents of the districts covered by the Regional
Passport Office, Chennai, whose Passports got
lost/damaged due to floods. Taking into account the
queries raised by various applicants, the following
procedure may be followed by applicants for prompt
reissue of Passports.
th The scheme was valid for two months from 8 th
December 2015 to 7 February 2016. Wherever
online registration was required applicants can visit
any of the PSKs as walk-in along with ARN and
required documents on any working day between
10.00 a.m. and 03.30 p.m. without the need of online
appointment. For more information and in case of any
difficulty, the general public may contact: 044-
28525554 / 044-28513640 / 044-28513638.
To facilitate the applicants of the flood affected areas
Ministry of External Affairs issued an advisory to issue
the Passport free of cost for the applicants whose
Passport got damaged or soiled in floods.
A special Passport Mela was also held by Regional
Passport Office, Chennai at each of the three PSKs on th12 Dec 2015 for the reissue of Passport for the flood
affected areas during which 423 new Passports were
issued……
[For more details please refer to the Advisory, dated th
8 December 2015 at the Passport Seva Portal.]
PUBLIC NOTICES & ADVISORIES
15Passport Patrika | July – December 2015
Tweet of Hon'ble EAM Smt. Sushma Swaraj for Special Passports Servicesprovided to the residents of the flood affected districts of Chennai
EVENTS
Revenue Minister, Govt. of Kerala visited PSK Trivandrum
st On 21 July 2015, Shri Adoor Prakash,
Revenue Minister, Govt. of Kerala visited PSK
Trivandrum for re-issuance of his Passport. He was
pleased with the services being rendered at PSK.
Foreign Secretary visited PSK Herald House
th On 29 July 2015, Dr. S. Jaishankar, Foreign
Secretary, Govt. of India visited PSK Herald House,
Delhi along with Shri Muktesh K. Pardeshi, JS (PSP) &
CPO and other officials. He was given a walk-through
of PSK.
JS, CPV visited PSK Lalbagh
th On 29 July 2015, Shri P. Kumaran, JS, (CPV)
visited PSK Lalbagh, Bangalore. He was given a walk-
through of PSK operations by RPO Bangalore and
TCS Regional Head.
Trainee Officers from Department of Post visited PSK Ghaziabad
th On 7 August 2015, a group of trainee
officers visited PSK Ghaziabad to get an overview
about benefit of e-governance. The officers were
addressed by Shri Rajesh Gaira, TCS Regional Head
and were given a walk-through of PSK.
TCS, MD & CEO visited PSK Lower Parel
t h O n 1 8 A u g u s t 2 0 1 5 , S h r i
N.Chandrasekaran, MD & CEO of TCS visited PSK
Lower Parel, to get his Passport application
processed. He was pleased with the services being
rendered at PSK.
Chief Minister of Andhra Pradesh visited Passport Seva Camp
th On 19 August 2015, Shri Chandra Babu
Naidu, Chief Minister of Andhra Pradesh visited
Passport Seva Camp organised at Kuppam district by
RPO Hyderabad.
16 Passport Patrika | July – December 2015
EVENTS
Uganda Revenue Authority Officials visited PSK Herald House
th On 13 November 2015, Smt. Doris Akol,
Commissioner General, Uganda Revenue Authority
and Shri Henry Martin Saka, Commissioner of
Domestic Taxes, Uganda Revenue Authority visited
PSK Herald House. They were given a walk-through of
the PSK. The officers appreciated the services being
rendered to the citizens.
Delegation from Bhutan visited PSK Herald House
th On 17 November 2015, a delegation from
Govt. of Bhutan visited PSK Herald House. The
delegation was given a walk-through of the PSK.
Minister of Revenue, Agriculture, Excise and Minority Affairs, Govt. of Maharashtra visited PSK Nasik
st On 21 August 2015, Shri Eknath Khadse,
Minister of Revenue, Agriculture, Excise and Minority
Affairs, Govt. of Maharashtra along with his family
visited PSK Nasik for getting his and his family's
Passport application processed. He was pleased with
the services being rendered at PSK.
Energy Minister, Govt. of Maharashtra visited PSK Nagpur
th On 28 August 2015, Shri Chandrashekhar
Bawankule, Minister of Energy visited PSK Nagpur for
getting his Diplomatic Passport application
processed. He was satisfied with the services
rendered.
Junior Executive Officers visited PSK Herald House, Delhi
thOn 15 October 2015, a group of 30 Junior Executive
Officers visited PSK Herald House, Delhi to get an
overview about the Passport Services being delivered
in India. This was a part of their Special Assignment
“Passport Matters - An Overview”. They were given a
walk-through of the PSK.
17Passport Patrika | July – December 2015
EVENTS
Passport Patrika | July – December 201518
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A team of Senior Govt. Officials visited PSK Herald House
th On 18 December 2015, a team of 25 Senior
Govt. Officials visited PSK Herald House, as part of
Leadership Level Skill Enhancement Program for North
East officials conducted by National Institute for Smart
Governance (NISG). The officials were briefed about the
Passport Services and were given a walk-through of the
PSK.
Delegation of US Embassy Consular Officers visited PSK Herald House
th On 30 December 2015, a delegation of
Consular Officers consisting of 10 members from US
Embassy visited PSK Herald House. The delegation was
briefed about the Passport issuance process being
followed in India and were given a walk-through of the
PSK.
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Achievements & Recognition
th On 20 September 2015, Shri Atul M.
Gotsurve, Regional Passport Officer, Pune was
awarded with the Tilak Smarak Mandir Award by
Shri Suresh Prabhu, Railway Minister, Govt. of
India. The award was given for providing the
expedite Passport facility to the applicants within
stipulated time frame.
Regional Passport Officer, Pune receiving Tilak Smarak Mandir Award from Shri
Suresh Prabhu, Railway Minister, Govt. of India
st On 21 December 2015, Passport Seva Project
was awarded with the 21 Jewels of Digital Award, 2015. The award was received by Shri Muktesh K. Pardeshi, Joint Secretary (PSP) & CPO, Shri Golok Kumar Simli, Principal Consultant & Head of Technology , PSP and Shri Tara Chand, Consultant (PM & HR). The Passport Seva Case Study was also published in 21 Jewel of Digital book, highlighting the usage of technology in transformation of the Passport Services in India.
Joint Secretary (PSP) & CPO, Principal Consultant & Head of Technology,
PSP and Consultant (PM & HR) receiving 21 Jewels of Digital Award, 2015
th On 8 August 2015, Shri Muktesh K. Pardeshi,
Joint Secretary (PSP) & CPO and Shri Golok Kumar Simli, Principal Consultant & Head of Technology, PSP were conferred the "Business Impact Award 2015" by CIO & Leader for successful implementation of Passport Seva Project. The award is a testimony to transformation of public services brought by the Ministry of External Affairs by the usage of Information Technology in delivering Passport and related services to the citizens of India.
Business Impact Awards 2015
Tilak Smarak Mandir Award
21 Jewels of Digital Award 2015
19Passport Patrika | July – December 2015
Joint Secretary (PSP) & CPO and Principal Consultant &
Head of Technology, PSP with "Business Impact Award 2015"
CAMPS & MELAS
With the help of the Passport Seva Camps organized in the areas situated far away from the PSKs and Passport
Melas conducted during the weekends or on non-working days at different PSKs across India, Passport Seva was able to expand its reach.
Due to the Passport Melas & Passport Seva Camps, a large number of appointments were made available for the citizens which helped in reducing the back log and appointment availability time.
During the period July – December 2015, a total of 58 Camps and 145 Melas were conducted in which a total of 1,08,809 lakh applications were processed.
Passport Patrika | July – December 201520
Details of Passport Seva Camps held during July – December 2015
CAMPS & MELAS
Details of Passport Melas held during July – December 2015
21Passport Patrika | July – December 2015
Citizen Feedback
In the Passport Seva Project, various channels
used for feedback collection are as follows:a) Feedback forms filled at PSKsb) Touch screen facility installed at select PSKsc) E-mails received at PSP Helpdeskd) Online through the Passport Seva Portale) Call Centre
Collection of feedback is done on the following four parameters:
a) Cleanliness and ambienceb) Courtesyc) Efficiency / service deliveryd) Overall Experience
This section presents citizen satisfaction gathered over 33.61 Lakh+ citizens during July-December 2015.
Citizen Speak(July - December2015)
VIP Feedback • Excellent Services and I am very proud of the team doing this management
th Shri N. Chandrasekaran, MD & CEO-TCS, PSK Lower Parel, 18 August 2015
• The appearance, service and overall experience is bestth
Dr. Mohan Chandra Joshi, Finance Secretary, Govt. of Uttarakhand, PSK Dehradun, 5 August 2015
Citizen's Comments - Appreciative/Positive
• This is an excellent example of e-governance and high standard of devoted service. Keep the good work up. th�� � Alex Roy, PSK Cochin, 26 August 2015
• The experience at Passport Seva Kendra was really awesome. Everything was hassle free, with quick clearance at
every counter. Entire PSK had very specific instructions mentioned for guidance.� � �����������rd
Prakasam Subramani, PSK Coimbatore, 23 October 2015
Average of 99.79 % Citizen Satisfaction level overall for all PSKs.
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Cleanliness and
Ambience
Courtesy Efficiency Overall
ExperienceExcellent Good Poor
Voice of People
PSK-wise Overall Citizen Satisfaction Index
1) Juhi Chawla
2) Sridevi
3) Anu Malik
4) Rahul Bajaj
5) Keki Minno Mistry
6) Shankar Mahadevan
22 Passport Patrika | July – December 2015
1 2 53
4 6
Voice of People Words of Appreciation
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ikapos ikliksVZ sds uohdj.k ds fy, vkosnu djus ds lkFk gh t;iqj fLFkr ikliksVZ dk;kZy; esa Hkh ek=k 40-45
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…….I am glad to state that I had received my Passport within seven days. I am very much thankful to all concerned staff and officers for the same. I am a retired govt. Officer and applied for reissue of Passport. I too got my wife's Passport in the same way as mine.
th -Kasture Sanjay, Email to RPO Pune, Dated 16 October 2015
…….I wish to place on record my sincere appreciation and heartfelt thanks to all at Passport Seva Kendra, Saligramam, for the speed and efficiency with which all formalities for
threnewal of my Passport was done on 5 November 2015. We entered at 9.30 am and were
thout of the gate by 10.10 am. I also received my renewed Passport on 7 November 2015. It is the first time in all my 85 years that I have had such a prompt, streamlined completion of transaction in any office in India.
th -Dr. Santa Ramachandran, Letter to RPO Chennai, dated 9 November 2015
…….Today I visited Passport Office, Pune and I am so impressed with their working. The office was totally clean and every-thing was well guided and managed. I was surprised to see the excellent team work and management of the staff.
th -Swarup Deepak Bhosale, Email to RPO Pune, Dated 26 October 2015
…….My congratulations to the staff at the Coimbatore Passport Seva Kendra for super-efficient procedures. I could not believe that I was out of the office within 25 minutes with my application fully processed and my renewed Passport has just been dispatched this evening by Speed post. Wonderful!!
st -Michel Danino, Email to RPO Coimbatore, dated 31 December 2015
23Passport Patrika | July – December 2015
Media & Public Outreach
Passport Patrika | July – December 201524
1
2 34
5
6
7 8
910
11
12
Media & Public Outreach
25Passport Patrika | July – December 2015
1
23
45
6
7
8
9
10 11
12
Media & Public Outreach
Reprinted Courtesy: eGov, August 2015
26 Passport Patrika | July – December 2015
Media & Public Outreach
27Passport Patrika | July – December 2015
Media & Public Outreach
Passport Patrika | July – December 201534
th26 August 2015: Shri Muktesh K. Pardeshi, JS (PSP) & CPO spoke at
a Panel Discussion on "Mobile First: Governance and Services on nd
Demand“, organised by BW Businessworld's 2 Edition of Digital
India Summit in association with Ministry of Communication and
Information Technology, Government of India held at The Oberoi,
New Delhi.
Passport Patrika | July – December 201528
During the year 2015, 3,400+ articles were published across the country in various languages, giving Passport Seva Project massive coverage and public outreach.
· 79% of the published articles related to PSP were
in Print media where as 21% were in electronic/
online format
· Ahmedabad was observed to have the maximum
publications followed by Mumbai and Delhi
· 58% of the media publications were in Regional
Languages and Hindi
· 89% of the articles published were of neutral/
positive tone
· More than 9,800 conversations were recorded on
Social media during the year, out of which 94%
were of either neutral/positive tone
Participation in Conferences & Meetings
th11 September 2015: Shri Muktesh K. Pardeshi,
JS (PSP) & CPO delivered a session on “e-
governance in Citizen Centric Service Delivery”
at National Workshop organized on Best
Practices in Citizen Centric Governance as part
of Team India: Minimum Government –
Maximum Governance Initiative organised at
Vigya Bhawan, New Delhi.
th18 December 2015: Shri Muktesh K. Pardeshi,
JS (PSP) & CPO delivered a presentation on
“Project Best Practices of Passport Seva
Services” at North-East Leadership Skill
Enhancement Programme organized by National
Institute for Smart Government. The Programme
was held at Delhi.
rd23 December 2015: Shri Muktesh K. Pardeshi, JS (PSP) & CPO attended the conference of DARPG and addressed
the gathering on “Success of e-Governance”. The conference was held at FICCI auditorium, New Delhi.
Employees Corner
29Passport Patrika | July – December 2015
Employees Corner
Passport Patrika | July – December 201530
Employees Corner
31Passport Patrika | July – December 2015
www.passportindia.gov.inToll free 24x7 Call Centre:1800-258-1800
In partnership with
Ministry of External Affairs
Government of India