e-Business

PASSPORT SEVA PROJECT

Agenda

From Offline to Online

Passport Seva Project

The Model

Salient Features

Benefits

Application Procedure

Ensuring Safety

Why from offline to onlineA common mans faces: • Uncooperative staff• Long waiting queues • Unruly crowds • Touts waiting outside the office• Passport still takes at least a month to be delivered

• Number of passports issued went up 2.2 times between 1997 to 2007

• The demand would go up to 1 crore by 2012

• Considerable strain on manpower and infrastructure, • Inevitable delays

• Growing need to make available services like:o Real-time online tracking of status of applicationso An effective enquiry and grievance redressal systemo Digital photo captureo Biometric passports

The project was conceived in 2006Indian government decided to launch the ambitious Passport Seva Project in 2008Project launched under the National e-Governance Plan (NeGP) 

Passport Seva Project

The objective behind the project is to deliver services: • Timely• Transparent• Accessible• Reliable • Comfortable environment

Following the cabinets approval of the project through an open tender process, TCS was selected as the service provider of the project for a sum of Rs 1000 crores

VISION: To deliver passport services to citizens in a timely, transparent, more accessible, reliable manner and in a comfortable environment through streamlined processes and committed, trained and motivated workforce

The model

• The project is being implemented in Public Private Partnership mode

• TCS makes the investments upfront on:• All non-strategic infrastructure• Software development• Training• Change management• Citizen Interface

• TCS meanwhile would be paid on a quarterly basis by the MEA after fulfilling the twenty-eight SLAs

• MEA would be involved in:• Building applications • Setting up secure data centers• Disaster recovery centers • Call centres for applicants

• Government would continue to exercise all sovereign and security related functions

Creation of an all India:• Data center • Disaster recovery center• Networking between all passport offices • Electronic file system for passport processing

Salient Features

The entire data including personal information would be residing in the data centre and the disaster recovery centre of MEA under its Project Management Unit

Aim:• Computerization of passport application collection centres• Provision for authenticated e-mail services• Communication between various offices through

authenticated e-mail• Electronic storage and retrieval of documents• Complete tracking of all applications

Working Model

Online Web Portal

Web Server

Application Server

Database

•Infrastructure will be set up by TCS

•Actual Business logic – MEA

•Verification to be done by same officials

CALL CENTER – FOR INFORMATION, GRIEVANCE RESOLUTION

Main Data Center

Disaster Recovery Center in Chennai

STPI- 30 Cr5 years

Architecture

Architecture (2)

Infrastructure

Core Infrastructure o National eGovernment Intranet ( NICNET, ERNET and other

service providers)o State wide Intranets o National eGovernment Data Center o State Data Centers o Security Infrastructure o Resource Centre for E-Governance (PKI etc) o GIS National Spatial Data Infrastructure o Language Resource Centre

Dr B.N. ShettySenior Technical Director & HOD“Because of user doubts,we decided to introduce computerization module by module, office by office”

ITEM OLD SYSTEM NEW SYSTEM

Time taken for Tatkaal Passport. 7 to 14 days 1 day Time taken for Normal Passport. 30 to 45 days 3 daysPublic dealing hours per working

day 4 24

Scope for expansion of passport outlets/counters

LimitedCould be time consuming

Will be expanded in keeping with growing demand

Accountability of employees Difficult to monitor across the country in a manual system

Complete digital signatures trail for each issuance process

Information for applicants Only through website Effective through national call centres and internet

Grievance handling through service level phone, on-line & mail. Limited Immediate

Paperwork 80% manual involving paperwork 100% on computersExchange of information with

police By post - time consuming On-line

Management Information System LimitedWide range of information

available to management for effective control

Benefits

The application procedure

The entire system of Passport Seva will comply with ISO 27001

Selected service provider will have to comply with security provisions at all the three key levels i.e. User level, Application/Data Centre level, and Network/Transport level

The ownership and strategic control of the core and critical assets of the project i.e. Passport application software, system software and Data Centre would be with the Ministry of External Affairs

MEA has appointed the Standard Testing and Quality Control Directorate (STQC) of the Department of Information & Technology to conduct a comprehensive third party security audit

The access to data, data storage media and Passport system will be regulated and monitored very strictly by the (Project Management Unit) PMU/ (Special Purpose Vehicle) SPV

Ensuring Safety

Thank You