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
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