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Passport Patrika | July - December 2013


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A Bulletin of Passport services in India. Published by Central Passport Organisation, Ministry of External Affairs, New Delhi.

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Passport Patrika | July - December 2013

  1. 1. Innovation Citizen Convenience Extended Reach Process Transformation e-Governance Growth Passport Patrika | July - December 2013 Passport Patr kaA bulletin of Passport services in India - Year 2013 at a glance - Passport Seva Camp at Farrukhabad - Reach of mPassport Seva app extended - SMS Service launched Passport Services Growth Path(in lakh) (Projected)
  2. 2. In this Issue 04 05 20 22 27 28 15 19 Events - Passport Seva Camp at Farrukhabad - Foreign Secretary visits Herald House PSK, Delhi - Parliamentary Standing Committee visits Passport Seva Kendras Public Notice & Advisory Achievements & Recognition Media & Public Outreach Voice of People Employees Corner Snippets - Reach of mPassport Seva app extended - Status Tracking of passport applications via SMS - More user friendly Passport Seva Website Passport Patrika | July – December 201302 Cover Story - Year 2013 at a Glance 9.4 8.5 8.2 7.8 6.4 5.8 4.6 4.6 4.1 3.5 2.1 1.9 1.1 0.9 0.8 0.6 0.6 0.5 0.5 0.3 0.3 9.5 8.3 8.1 7.8 6.1 5.7 4.6 4.4 4.0 3.4 2.0 1.7 1.0 0.9 0.8 0.6 0.5 0.5 0.5 0.3 0.3-1.0 1.0 3.0 5.0 7.0 9.0 11.0 Kerala TamilNadu Maharashtra AndhraPradesh UttarPradesh Punjab Gujarat Karnataka Delhi WestBengal Rajasthan Bihar MadhyaPradesh Jammu&Kashmir Orissa Jharkhand Assam Uttarakhand Goa Chattisgarh HimachalPradesh # of Applications processed & services rendered # of applications received # of servicesrendered
  3. 3. 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 and published by Shri Muktesh Pardeshi, Joint Secretary (PSP) & Chief Passport Officer on behalf of Central Passport Organisation, Ministry of External Affairs, New Delhi Editorial Team: Muktesh Pardeshi Sanjiv Aggarwal Website: E-mail: Editorial Note Passport Patrika | July - December 2013 03 Muktesh Pardeshi Joint Secretary (PSP) & Chief Passport Officer Creative Team: Shalini Manchanda Vipul Popli Design and Publishing Partner : TATA CONSULTANCY SERVICES How many passports are issued globally in a year? Though there are no official figures, some estimates suggest that around 60 million passports (and other travel documents) are issued annually by Governments all over the world. China, the United States and India are currently the top three issuing countries. Since 2000, the number of Indian passports being issued every year has risen more than threefold. This is indicative of the growing rate of international travel undertaken by Indian people. In 2013, the Ministry of External Affairs issued 8.5 million passports and related travel documents, which amount to about 14% of the global issuance. There is an approximately 15% increase over 2012 in passport services rendered. It is only a matter of short time that India will be achieving the milestone of issuing 10million(1crore)passports ayear. The current issue contains plenty of information and data analysis on the Indian passport. For instance, as on 31 December 2013, some 52 million Indian citizens held valid passports. Five States, namely Kerala, Tamil Nadu, Maharashtra, Andhra Pradesh and Uttar Pradesh, account for 55% of the total applications. And outside India, Saudi Arabia and the UAE top the chart, contributing to more than 40% of overseas issuance. In terms of age profile, 56% of applicants in 2013 were below the age of 30. Gender-wise, 67% applicants were male. 41% of passport seekers had received education below 10th grade (only 6 illiterates), signifying that large number of applicants were seeking blue collar jobs abroad. 63% oftheapplicantsacquiredpassports for thefirsttimeintheirlives. The second half of the year saw the implementation of many innovative and citizen-centric initiatives such as the online facility for payment of passport fees, a premium SMS service, the extension in the reach of mobile app - mPassport Seva and the introduction of a new concept called Passport Seva Camp whichwas flaggedoffbytheHon'bleExternalAffairsMinisterinFarrukhabad inDecember2013. The Passport Patrika is available online. Its content was among the top 5% of the most viewed one on Slideshare,a documentsharing site,in2013.
  4. 4. SNIPPETS ReachofmPassportSevaappextended In order to keep pace with the current technology, the Passport Seva Project had launched the mPassport st Seva mobile app on Android platform, as a pilot, on 21 March 2013. Encouraged by positive public response, PSP team has now launched this app on Windows and AppleiOSplatformsaswell. The app provides passport-related information onsmartphones.Thisapplicationprovidesawidevariety of services such as status tracking, locating a Passport Officeandothergeneralinformation. The application provides information on various steps involved to obtain a passport related service and relatedphonenumbersincaseofqueriesorconcerns. The users are able to search for a Passport Seva Kendra (PSK) or District Passport Cell (DPC) where a passport application can be submitted. This can also be searched based on PIN code. For certain States and Districts,theuserscansearchforPoliceStationsaswell. Citizens residing overseas who apply for a passport service at Indian Missions/Posts abroad can also utilize this facility for searching address and other relevant information. The Fee Calculator feature of the application enables users to find out the applicable fee based on the service and mode of submission. Users can track the s t a t u s o f t h e i r p a s s p o r t applications by providing File Number and Date of Birth. In case the passport has been dispatched, Delivery Status can alsobetracked. StatusTrackingofpassportapplicationsviaSMS st From 1 Nov 2013, the Ministry of External Affairs with its technology partner Tata Consultancy Services introduced a new and optional value-added SMS service to keep passport applicants updated on the status of theirapplications. Under this service, Passport applicants are able to get SMS alerts on their cell phones about the latest updates and pending actions from the time of submission of their applicationsuntiltheserviceisrendered. The SMS services can be availed by paying a one-time enrolment charge of Rs 30, payable in cash at the PassportSevaKendra. Applicants may receive up to nine SMSs as alerts and updatesduringtheprocess.However,theapplicantswho choose not to enroll for the SMS assistance will continue toreceivethestandardcommunications. The service also facilitates applicants to send their queries via SMSs at any time to get the current status of theirapplications. In order to enhance the usability of passport Seva th website, MEA on 6 Sept 2013 launched the new face of the portal. The new portal is very well structured and provides an interactive platform enabling the applicants tofindinformationeasily. 04 Passport Patrika | July – December 2013 Link Downloads 227974 165611 84052 Rating 4.2 4.0 store/apps/ en-in/store 3.5 More User Friendly Passport Seva Website
  5. 5. In recent years, the issuance of passports has emerged as one of the major and visible statutory/publicservicesrenderedbytheGovernmentofIndia. Indian passports (together with other travel documents such as Identity Cards for Tibetan refugees, Emergency Certificates for return to India, Police Clearance Certificates and Line of Control TravelPermitsinJammuandKashmir)areissuedbytheMinistry ofExternalAffairsthroughanetwork of 37 Passport Offices, CPV Division (only Diplomatic and Official passports) and the Andaman and Nicobar Islands Administration. This network has been expanded byadding 77 Passport Seva Kendras and functional/upcoming 16 Passport Seva Laghu Kendras as extended arms of Passport Offices. For Indians living abroad, issuance of passport and other related documents is done by 180 Indian Missions/Posts. Year 2013 at a Glance Passport Patrika | July – December 2013 05 States with more than 3 lakh Applications processed Do You Know ? Do You Know ? 51929132 Total No. of Valid Passport Holders COVER STORY 85.17 Lakh Passport services rendered in 2013
  6. 6. COVER STORY During January-December 2013, the Ministry processed an astounding number of approximately 97lakhpassportandrelatedservicesapplications.37 Passport Offices, Headquarters and the Office of the Chief Secretary of Andaman and Nicobar Islands received 73 lakh passport service related applications including Police Clearance Certificates, against which 71.33 lakh passports and related documents were issued compared to 62.5 lakh in 2012, thereby registering an increase of approximately 15%. Moreover, 180 Indian Missions/Posts abroad issued 13.83 lakh passports, EC and other passport related miscellaneousservices.Thus, the Government of India, in total, rendered 85.17 lakh passport services in a year. This is an all time high and amounts to over threefold increase since 2000. At this rate, India is likely to be reaching a milestone of issuing one crore passports a year by 2014-15. The total revenue expected to be accrued from all passport services in 2013-14 is Rs 1800 crore (exceeding BE figures of Rs 1600 crore). An amount of Rs. 429.47 was allocated to Central PassportOrganizationinthefinancialyear2013-14. The Central Passport Organization was created in 1959 as a Subordinate Office of the Ministry and is headed by Joint Secretary and Chief Passport Officer, who also acts as Appellate Authority under the Passports Act 1967 and the Head of Department under the Delegation of Financial Powers Rules 1978. The total strength of the Central Passport Organization Cadre is 2697 as on 31 December 2013. st The Ministry has taken several steps to improve the service conditions of the CPO personnel by re- structuring and expanding of the CPO cadre, to ensure that all vacant posts available to them are filled byfasterpromotionwithnecessaryamendments/downgradingofposts/relaxationineligibilityservice in Recruitment Rules. The Ministry has notified a modified Productivity Linked Incentive Scheme (PLIS) on 21 March 2013, having retrospective effect, to financially incentivise individual performance st measuredagainstpre-setnorms. Intotal,8DPCswereheldin2013forpromotionofintotal746officials. With a view to recognize outstanding services rendered by CPO employees to citizens and thus contribute to improving governance in the country, Passport Seva Puraskars have been instituted. The Puraskars will be given away to the selected employees and Passport Offices on Passport Seva Divas, th the24 Juneofeveryyear. 06 Growing Demand for Passports Central Passport Organization Passport Patrika | July – December 2013 Channel wise percentage of applications processed Operational Performance: 15% Growth Passport Applications Received (Overseas applications not included)
  7. 7. COVER STORY During the year, Passport Office, Surat shifted to a newly constructed building. Passport Office, Bhopal which was functioning from a shabby building has been shifted to new well furnished space hired in State Government owned building. The construction of new PO building Mumbai is nearing completion.TheconstructionworkisinprogressatJalandhar. The Passport Seva Project is one of the largest successful Mission Mode Projects under the National e-Governance Plan. The programme is being run in Public-Private-Partnership (PPP) mode with Tata Consultancy Services (TCS) as the Service Provider. After a successful nation-wide rollout, theschemeiscurrentlyintheOperationsandMaintenancePhasesinceJune2012. 77 Passport Seva Kendras with best-in-class amenities have been set up across the country as extended arms of the 37 Regional Passport Offices, thus providing extended reach to passport applicants. A 24 x 7 National Call Center has been set up which provides real-time status and up-to- date information in 17 languages using a toll free number (1800-258-1800). The Call Centre receives over 20,000 calls per day. The portal also provides up-to-date real time information. The project integrates with the State Police for verification of an applicant's personal particulars,withIndiaPostforpostaldeliveryandwithISPNashikforsupplymanagementofpassport booklets. An SMS/email alert is sent to applicant as soon as passport is dispatched. The project also provides real time up-to-date information to 180 Missions and Posts abroad as well as the Immigrationauthorities. Floods in Surat Heavy Snowfall in Srinagar 07 Physical Infrastructure Passport Seva Project: Successful Implementation Passport Patrika | July - December 2013 Passport Offices Work Under Diverse Weather Conditions
  8. 8. COVER STORY Figuresspeak: As on 31 December 2013, over 1.36 crore st passport service related applications have been processed and over 1.22 crore services have been rendered through the new system. Daily footfallacross77PSKsis35,000citizens. Top 5 States in terms of number of passport applications are: Kerala, Tamil Nadu, Maharashtra,AndhraPradeshandUttarPradesh,accountingformorethan55%oftotalapplications. 08 Improvements in service delivery: Today, on a pan India basis, 24% of normal passports are issued within 3 days, 60% within7days and 82%areissuedwithin14days [This excludes the time taken for police verification]. In case of Tatkal passports, 10% are issued on the same day and 64% are issued within 3 days. If we include police verification time in the end-to-end delivery process, 49% of passportswereissuedwithinamonth. The number of pubic dealing counters has been increased from the erstwhile 350 to 1610 in thenewsystemandpublicdealinghourshavegoneupfrom4hoursto7hoursaday. Passport Patrika | July – December 2013 Do You Know? Do You Know? %52e taudarG Belo w 10th41% Education wise percentage of application processed 06 declared illiterate Percentage of normal Passports issued in days Ku o n Y o w oD ? 10% Tatkal Passports are issued on the same day.
  9. 9. COVER STORY 09 PoliceVerification Police Verification (PV) plays an important role in the timely dispatch of passports. The project team continues to engage closely with the Police Departments across States/UTs. The all India average for the number of days taken to complete the police verification is 49 and about 37% of the PVs get completed within the desired time limit of 21 days. Some States/UTs have consistently maintained low Police Verification processing times. Delhi completed police verification in 13 days on an average, followed by Andhra Pradesh (17 days), Haryana (19 days), Kerala (27 days), and Chandigarh (27 days). As on 31 December 2013, 399 of the 724 Police Districts were working on the st Districtmodel. OnlinePaymentFacility To address the concerns raised by citizens with regard to non-availability of appointments, the Ministry introduced Online Payment System in July 2013. There has been a noticeable improvementinavailabilityofappointmentssincethen.Therearecertaincategoriesofapplicantsand servicesforwhichwalk-infacilityisavailable. Passport Patrika | July - December 2013 Interesting Facts - Youngest Applicant 2 days - Oldest Applicant 116 years - Average Age 31 years , 5,12,581 ,
  10. 10. APublicGrievanceRedressalCell(PGRC) has been established in CPV Division under the supervision of the JointSecretary(PassportSevaProject)andChiefPassport Officer. In addition, all Passport Offices handle public grievances through the Centralized Public Grievance Redress and Monitoring System (CPGRAM) website of the Ministry of Personnel, Public Grievances and Pensions,inwhich6026grievanceswerereceived during the period 1.1.2013 to 31.12.2013, out of which 5013 cases have been disposed off. The latest position on their applications, along with directions for further action, is posted on this website, which can be easily accessed by the public for its benefit. The number of complaints/grievanceshavesteadilygonedowninthe COVER STORY Measures to Improve Passport Services Passport Seva Call Centre 10 last3years.In2011,thenumberwas51,782,outofwhich 48,091 were redressed. The corresponding figure for 2012 was 46,878 and 42,295. During the period 1.1.2013 to 31.12.2013 (including CPGRAM) 38,489 public grievance petitions were received by the CPV Division, outofwhich36,944havebeendisposedoff. Information and Facilitation Counters, Public Grievance Cell and Help Desks have been set up in Passport Offices to assist applicants and to attend grievances/complaints expeditiously. The complaint/suggestion boxes are also installed on strategic locations at Passport Offices and Passport Seva Kendras. Ministry's efforts in improving redressal of public grievances have been appreciated by the nodal agency i.e. the Department of Administrative Reforms and Public rd Grievances. In a letter dated 3 December 2013, Hon'ble MoS for Personnel, Public Grievances & Pensions has observed: Passport Adalats Passport Offices held Passport Adalats regularly to redress the grievances of passport applicants. These Adalats have been very useful in disposing of 7000 old and complex cases. Passport Adalats were held on 07.08.2013 at RPO Coimbatore, from 21.08.2013 to 30.10.2013 (11 in number) at RPO Chandigarh, on 28.09.2013 at RPO Jammu, on 09.10.2013 and 23.10.2013 at RPO Bangalore, on 25.10.2013 at RPO Patnaandon23.11.2013atRPOLucknow. Passport Patrika | July – December 2013 …On the basis of data generated on the online Centralised Public Grievances Redress and Monitoring System, as on 21.11.2013, your Ministry has been found to have improved significantly in reducing the pendency of public grievances. I congratulate on this and wish to place on record my appreciation for the commendable effortputinbyyourMinistryinthisregard… PublicGrievanceRedressalMechanism Under the Passport Seva Project (PSP), the Ministry has put in place a strengthened Grievance Redressal system whereby a National Call Centre with a toll free number (1800-258-1800), operating in 17 languages and on 24X7 basis, has been set up to cater to dissemination of information about various services, handling of grievances and citizen feedback, which at present works on a central system platform. Also a helpdesk has been set up which can be accessed by citizens through the portal and where suggestions and grievances can be sent and also monitor its status online. It presently handles approximately 20, 000 calls per day (out of which 42% are inHindiand29%inEnglish).
  11. 11. COVER STORY 11 PassportMelas With the view to address difficulties faced by citizens in obtaining appointments and to meet increased demand for passport services, passport melas were organized from time to time by Passport Offices. 81 Passport Melas were organised from time to time during the weekend/holidays by 27 Passport Offices. In 2013, 32,525 passport applications wereprocessedduringPassportMelas. RighttoInformationAct(RTI) A Central Public Information Officer and Assistant Public Information Officer have been appointed in every Passport Office to provide information to applicants under the RTI Act. A Central Public Information Officer has also been appointed in the CPV Division.Joint Secretary (PSP)& CPO is the First AppellateAuthorityin respectof allPassport Offices and also for the CPV Division. From 1 July 2013, CPV Division has been operating a separate section in the Government of st IndiaRTIportalforreceivingonlineRTIapplicationspertainingtoPassportOfficesandCPVDivision. Atotalof4598online st RTIapplicationsandpostalRTIapplicationswerereceivedanddisposedoffbytheDivisionduringtheperiod1 January to st 31 December 2013(out of this 3298 applications transferred to RPOs for action). During the same period, 884 First Appealswerealsoreceivedanddisposedoff. Passport Patrika | July - December 2013 Appeals(u/s11ofthePassportsAct) The appeal against the decisions of PIAs is a statutory right conferred upon the affected person u/s 11 of the Passports Act. During the year, 7 appeal sessions were held in the month of January, April, July, September, October, November and December2013covering267appealcases. Awarness Campaign on Emigration and Passport Grievances th On 27 July 2013, a special Passport and Emigration campaign was held at PSK Thillainagar. During the Campaign, Shri D.Jai Shankar, Protector of Emigrants, Chennai briefed the public regarding EmigrationRules. Details of Passport Melas (July - December 2013) Applications Collected Applications Collected
  12. 12. COVER STORY PassportIndiaPortal An online portal has been created to offer passport services, giving comprehensive and latest information on passport services, appointment procedure, documentation, status enquiry and other related issues, thus enabling anytime-anywhere access. This portal is being updated regularly to make it more users friendly and simpler. The portal is bilingualwithinformationdisplayedprominentlyinHindiaswell. MachineReadableTravelDocuments In order to obviate the problems of smudging of photographs and data and to improve the overall quality, functionality and security of Indian passports, various measures viz. shifting of data page in passport booklets to page no. 2 and observation page from last page to page no. 35, signature & seal of PIA at inner front cover page-facing page 1, inclusionofsecondary “GhostImage”(letterscreenimage)ofpassportholderdrawnwith hispersonaldata atdatapage st have been implemented with effect from 1 April 2013 ( “2012 series booklets”). All Passport Offices, Headquarters and select Missions/Posts abroad have been provided with machine readable passport printers. During the year, 23 new passport printers were acquired to upgrade personalization infrastructure of Passport Offices. For 150 Missions/Posts abroad and Andaman & Nicobar Islands Administration, Machine Readable Passports (MRP) with ghost image security feature are printed at Central Indian Passport Printing System (CIPPS) of the CPV Division, New Delhi. The CIPPS printed 1,13,469passportsduringtheyear. E-Passports In accordance with ICAO recommendation to incorporate biometric data in the Machine Readable Travel Documents, India has also decided to upgrade its existing passports to electronic category of e-passports. The e- passports provide greater protection against fraudulent practices and tampering. These e-passports also prevent issue of multiple passports to a singleperson,thus,ensuringhighlevelofsecurityinpassportissuance.ATask Forcehasbeensetuptoexpeditee-passportproject. 12 Passport Patrika | July – December 2013 Channel wise percentage of applications processed
  13. 13. 13 COVER STORY DigitizationProject: The project for “creation of image retrievable database” for the passport, visa, OCI and PIO applications in Indian Missions/Posts was awarded to a panel of 3 vendors in June 2012. In the first phase, the digitization of consular documents commenced in Indian Missions in London, San Francisco, Riyadh, Dubai and Abu Dhabi, which is completed except in London. In the second phase, the project would cover another 34 Indian Missions/Posts, out of which work has already commenced in 9 Missions/Posts. As on 31.12.2013, nearly 7 crore pages have been digitized. Once implemented, this project would lead to central repository of data, easy retrievability of files and uniformity in all the Indian Missions/Postsabroad. Haj pilgrims: Special Drive As decided by the Haj Committee of India (constituted under Act of Parliament no. 35 of 2002), only valid passport holders can apply for Haj. Therefore, all prospective Haj applicants were advised to get their passport issued before the th th Haj announcement 2013. Applications for Haj 2013 were received between 6 February 2013 and 30 March 2013 by the Haj Committee of India as per new norms. It is a matter of satisfaction that the issuance of passports to prospective Haj pilgrims has been a very smooth affair this year. Against the allocated Haj quota of 1, 25,000 applications, approximately 3 lakhapplicationformswerereceivedbytheHajCommitteebytheprescribeddeadline. Awards & Recognition: The Passport Seva Project is recipient of following : · Case study TCS-Indian Passport Office: Transforming public sector services through process re-engineering and digitization,Ovum,London(January2014) · Featured as one of the achievements of UPA Government in the compilation '10 years of Progress and Growth (2004-2014)'(January2014) · Finalist(Securityine-Governance),DataSecurityCouncilofIndiaExcellenceAwards(December2013) · TheEconomicTimesCertificateofRecognition(October2013) · Citationby'GOVERNANCENow':'BIGDATALEADER'(August2013) · eINDIAAwardofExcellence'(July2013) · Mention by the Department of Administrative Reforms and Public Grievances, Government of India as one of st the7bestexamplesofpublicservicesdelivery(CivilServicesDay,21 April2013) · PromisingInnovationAward'-RegionalRoundsofTataInnovista2012-13(March2013) · President'saddresstotheJointSessionofParliament(February2013) · ComputerSocietyofIndia-NihilentTechnologiese-GovernanceAwardforExcellence(December2012) Passport Patrika | July - December 2013 Interesting FactsInteresting Facts Gender wise percentage of applications Age Group wise percentage of applications
  14. 14. COVER STORY 14 · No. of Passport services rendered by Passport Offices in India: 71,05,691 · Passport and Miscellaneous services by Indian Missions/Post: 13,83,686 · MEA, PV-II section (Official and Diplomatic Passports): 25,130 · Andaman and Nicobar Islands: 3,008 · Grand Total : 85,17,515 Total number of Passport Applications Received and Issued Passport Patrika | July – December 2013
  15. 15. ForeignSecretaryvisitsHeraldHousePSK,Delhi th On 17 Dec 2013, Shrimati Sujatha Singh, Foreign Secretary visited PSK Herald House to have an overview of PSK operations. She was given a detailed walkthroughofthePSK. EVENTS PassportSevaCampatFarrukhabad th On 14 December 2013, the first Passport Seva Camp was launched by Shri Salman Khurshid, Hon'ble EAMatFarrukhabad.Thecampwasoperatedfromoneof the UP Government offices wherein temporary CSE and VO counters were set up fully equipped with all peripherals. A total of 160 applications were processed duringthetwodaycamp. While inaugurating the camp, Shri Salman Khurshid spoke about the advancement of technology which is now enabling the doorstep service to the passport aspirants. He appreciated MEA – TCS partnership and complimented TCS for enabling the service transition whichstartedwiththePSKsandnowthecamps. Shrimati Sujatha Singh, Foreign Secretary with Passport Seva Team at Herald House PSK Mrs. Sujatha Singh born in July 1954, joined the Indian Foreign Service in July 1976. She assumed charge as Foreign Secretary on August 1,2013. PriortotakingoverasForeign Secretary, Mrs. Singh served as Ambassador of India to Germany (2012-2013) and High Commissioner to Australia(2007-2012). She started her overseas assignments as Second Secretary in the Embassy of India, Bonn (1978-82). Subsequently she was First Secretary, High Commission of India, Accra (1985-89), Counsellor,EmbassyofIndia,Paris(1989-92),DeputyChiefof Mission and Deputy Permanent Representative to ESCAP at Embassy of India, Bangkok (1997-2000) and Consul General, Milan(2000-04). Mrs. Singh has served over a third of her career at Headquarters. She was Under Secretary looking after Nepal (1982-85), Director, Economic Co-ordination Unit (1992-95), attended the National Defence College at New Delhi (1995) andJointSecretaryattheForeignServiceInstitute,NewDelhi (1996-97). Subsequently she was Joint Secretary and then Additional Secretary responsible for West Europe and the EU intheMinistryofExternalAffairs,NewDelhi(2004-07). Mrs. Singh completed her B.A. Honours in Economics in 1973 from Lady Shri Ram College, New Delhi and her M.A. in Economicsin1975fromtheDelhiSchoolofEconomics. Shrimati Sujatha Singh 15Passport Patrika | July - December 2013 Shri Salman Khurshid, Hon'ble EAM with Passport Seva Team Shri Salman Khurshid, Hon'ble EAM inaugurating Passport Seva Camp at Farrukhabad
  16. 16. EVENTS Secretary, IT, Govt. of India, at PSK Ahmedabad Committee of Parliament on Official Language at RPO Bangalore Parliamentary Standing Committee visits PassportSevaKendras The Standing Committee on External Affairs led by Shri Ananth Kumar made visits to PSKs located in Bangalore, Bhopal, Delhi (Herald House & Gurgaon) th th andGhaziabadduringtheperiod12 to18 July2013. The Committee reviewed the PSK operations in terms of services to the citizens and expressed satisfaction attheprogressmadeinrecentyears. Parliamentary Standing Committee on External affairshelddiscussionswith ForeignSecretary On 17 December 2013, Parliamentaryth StandingCommitteeonExternalAffairsledbyHon'ble Shri Francisco Sardinha, held discussions with senior officials of CPV Division led by Shrimati Sujatha Singh, Foreign Secretary, on the subject "Passport Seva Project-TargetsandAchievements". Parliamentary Standing Committee visits PSK (I) Ghaziabad, (II) Bangalore, (III) Bhopal, (IV) Delhi 16 Passport Patrika | July – December 2013 Committee of Parliament on Official Language visits RPO Ghaziabad and Bangalore The First Sub Committee of Committee of Parliament on Official Language visited Ghaziabad and th th Bangaloreon16 July&20 November2013respectively. Secretary, IT, Govt. of India, visits PSK Ahmedabad th On 19 July 2013, Shri J. Satyanarayan, Secretary, IT, Govt. of India, visited PSK Ahmedabad. During his visit, Shri J. Satyanarayan interacted with citizens as well as withtheGovt.officials.Hewaspleasedwiththefeedback receivedfromtheapplicants. I II III IV
  17. 17. Visit of faculty members of State Administrative TrainingInstitutesatPSK th On 18 September 2013, a group of 25 faculty members of State Administrative Training Institutes visited PSK Herald House as a part of “Training of Trainers in Servottam Public Service Delivery” and were given a walk through. The group showed keen interest in various aspects of project delivery and appreciated the way the project has been implemented and complimented on the high standardsoftheservicedelivery. Delegation of DoT visits PSK Herald House st On 01 October 2013, a delegation c o n s i s t i n g o f 2 5 members from the DoT visited PSK Herald House to get an o v e r v i e w o f t h e Project.Thedelegationwasgivenawalkthroughofthe PSKOperations. CCTV control room inaugurated at Hyderabad t h On 24 July 2013, Shri Muktesh Pardeshi JS(PSP) and CPO inaugurated CCTV c o n t ro l ro o m a t Hyderabad PSK. In order to have smooth & controlled processes, the CCTV monitoring systems areconnectedtoRPOcontrolroom. PIA's PVR Conference at Goa th On 28 September 2 0 1 3 , P I A P V R Conference was held at Fidalgo Hotel in Goa to review Police Verificationissues. Press Meet at PSK Lalbagh, Bangalore th On 6 August 2013, a team of 17 reporters f r o m N a t i o n a l a n d Vernacular print media visited Lalbagh PSK to get an insight on the Passport Seva Project and its various milestones and achievements. RPO Bangalore addressed the media on various aspects of passport application. Newspapers Reporters visit PSK Kozhikode nd On 22 August 2013, a team of reporters from leading newspapers like Malayalam Mathrubhumi, Malayala Manorama, Deshabhimani and Chandrika visitedKozhikodePSK. Press Meet at PSK Patna th On 4 September 2013, a successful media w a l k - t h r o u g h w a s organized at PSK Patna. RPO Patna addressed the m e d i a a b o u t t h e f u n c t i o n i n g o f P S K operations. PoliceMeetheldatThanjavur st On 21 Nov 2013, a m e e t i n g w a s h e l d r e g a r d i n g t h e modification in the police verification process at Thanjavur. The meeting was attended by Shri G . D h a r m a r a j , I P S , Superintendent of Police, Thanjavur and other senior policeofficials. EVENTS 17Passport Patrika | July - December 2013
  18. 18. EVENTS Passport:InternationalDevelopments With the increasing demand of the passport not only in India but also globally, initiatives have been taken across the globe to improve the processes and provide the best passport services to the citizens in a more convenient and efficient way. With the upcoming of the Passport Seva Kendras in India, a new face has been provided to the passport services.ItcanbeseenthattheGovernmentsintheothercountriesarealsotakinginitiativestoprovidethebestservices. Journey from Muzaffarpur to USA 18 Passport Patrika | July – December 2013 MANY THANKS FOR HELP RENDERED IN GETTING SHORT VALIDITY PASSPORT TO RENJEET SAHNI AT RPO PATNA:PASSPORTNO:L-2402392Dt:2/7/2013 DearMukteshji, Kindly recall you help in enabling Ranjeet Sahni, a boy belonging to the downtrodden classes from Muzaffarpur,togetashortvaliditypassport.Yourhelpwasinvaluableandhelpedapoorboytorealizeadream visittoUSAatMicrosoftexpense. This boy is so poor that he could not find a single gazetted officer to sign his verification certificate, and could notprovideaddressproofetc.asrequiredinourrules.Youhadgonebythesprintoftherulesandnottheletter andhelpedhimgetashortvaliditypassport. YourhelpcouldbecomeacasestudyforthePassportPatrika.Iamalsomarkingthismailtomybatchmate,Shri O.P Mishra, Director, DANICS, who too went out of the way to provide a verification letter to a disadvantage fellowbihariyouthafterdoinghisduediligence. Ranjeet Sahni is a beneficiary of Microsoft’s community program which we run in Bihar through the Aga Khan Foundation9till date Microsoft has trained close to 4.6 lakhs youth in India). Ranjeet was trained on Microsoft software and then went on to set up a mobile repair shop in his village. This helped him sustain himself and his familyandalsobecomearolemodelforothers. Attached are a few photographs and details of the event held in Atlanta in mid July, 2013. I would be grateful, if this mail could be forwarded to RPO Patna, who provided the youth ready access, gave him a patient hearing andescalatedthemattertoyouwithhisrecommendations. LaunchofOnlineBooking Taiwan: The Ministry of Foreign Affairs of Taiwan launched a th website on 24 Dec 2013, which allow the passport applicants to book an appointment before visiting BOCA's (Bureau of ConsularAffairs) France gives itself a year for Online Passport payments th France: On 18 Dec 2013, the French government announced that a year from now citizens will be able to pay online when they request for fresh passport or for therenewaloftheexistingone. Government decides to issue passport for 10 years Pakistan: Through a notification th on 9 Dec 2013, the Federal government has decided to extend duration of the national passport to ten years instead of 5 years,applicablenow. Improving Passport Services for Canadians In order to provide the better p a s s p o r t s e r v i c e s , t h e responsibility for passport services moved from the Department of Foreign Affairs & International Trade to Citizenship and Immigration Canada (CIC). Currently it takes approximately 4-6 weeks to process an application. New Passport costs €7 to make you'll have to pay €80 st Ireland: 1 Oct 2013, the price of the passport will not come down even though the cost of producing them will fall by half. The new passport – which has images depicting Irish culture & landmark will come into official use. Online Passport process on the cards th Nepal: On 25 Dec 2013, through a communication it was notified that people will no longer require paperwork to get passport if the government's plan to receive applicationsonlinematerializes.
  19. 19. Public Notice & Advisory 1. The International Civil Aviation Organization (ICAO) has set a deadline of the 24 November 2015 for th globally phasing out all non-Machine Readable Passports (MRPs). From 25 November 2015 onwards, foreign th Governments may deny visa or entry to any person travellingwithanon-MRPpassport. 2. All handwritten passports with pasted photos earlier issued by Government of India are considered non-MRP passports. All 20-year validity passports will also fall in this category. The Government started issuing MRP passports since 2001. All new Indian passports are ICAO-compliantMRPpassports. 2. Pursuant to the signing of the Revised Travel Arrangements between India and Bangladesh signed on 28 January2013, ithasbeendecidedby the Ministryofth External Affairs to discontinue issuance of India- Bangladesh Passport (IBP) w.e.f. 15 November 2013. Inth order to implement the Revised Travel Arrangements between India & Bangladesh and to phase out the issuance of India-Bangladesh Passport, the following course of action has been approved by the Government ofIndiaforimplementation: · IBPsalreadyissuedwillremainvalidtillexpiryof their duration. · No new applications for IBP will be accepted by any concernedStateGovernmentafter15 November2013. th All applications received on or before 15 Novemberth 2013 should be processed and IBPs issued expeditiously. No India-Bangladesh Passport should be issued after 30th November,2013. 3. All concerned State Governments have been informed accordingly. More details on how to apply for a r e g u l a r p a s s p o r t i s a v a i l a b l e o n India-Bangladesh Passport (IBP) Discontinuation of India-Bangladesh Passport(IBP) 3. Indian citizens residing in India and abroad and holding handwritten passports as well as 20-year passports with validity beyond the 24 November 2015,th should, therefore, apply for re-issue of passports and obtainMRPpassportswellbeforethedeadlineinorderto avoid any inconvenience in obtaining foreign visa or immigrationproblem. 4. For more details related to passport services, Passport website ( or the National Call Centre (toll free number 1800-258-1800) maybeaccessed. 1. The India-Bangladesh Passport (IBP) was introduced as a special travel document in August, 1972 to facilitate travel between India and Bangladesh only. Over the years, the Central Government delegated powers to State Governments of Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland, Tripura&WestBengaltoissueIBPs. th Source:, 9 December 2013 th Source:, 8 November 2013 Machine-readable passports 19Passport Patrika | July - December 2013
  20. 20. Achievements & Recognition MEA Felicitated as 'BIG DATA LEADERS' th On 13 August 2013, MEA was felicitated as one of the few organizations, being the early movers in Big Data. Passport Seva Project was recognized as “Big Data Leaders” by Indian's premier Government sector magazine “Governance Now” for processing, issuing and maintaining records of over 5 crore Indian Passport holders and creating IT infrastructure for processing over one crore applications in last 15months. MEA recognized by Data Council of India th On 11 Dec 2013, the Passport Seva Project was recognized by Data Council of India for providing security in e-governance during th their 8 Annual Information Security Summit in NewDelhi. MEA recognized by Economic Times th On 24 Oct 2013, the Passport Seva Project was awarded the certificate of recognition for innovationandimplementationofe-Governance. 20 Passport Patrika | July – December 2013
  21. 21. Achievements & Recognition Milestone Achieved The Passport Seva Project was conferred with 'eIndia Governance Award 2013' in the Government to Citizens (G2C) category at the eIndia Awards 2013. The Awards, held for the 9th successive year, were announced at a function rd held at Hyderabad on 23 July 2013. The award was presented by Hon'ble Minister of Information Technology, Government of Andhra Pradesh,ShriPonnallaLakshmaiah. Principal Consultant & Head-Technology, PSP felicitated with “The innovative Hero” & “Regional Enterprise Security Award” Shri Golok Kumar Simli, Principal Consultant & Head-Technology, Passport Seva,hasbeenawarded: - The felicitation and honor certificate for being chosen as one of the top 30 entries by The Innovative Workgroup for the book titled“TheInnovativeHeroes” - The “Certificate of Achievement” for Pocket CIO and Regional Enterprise Security Award conducted by IT Next 9.9 Media House on 20 - 21 September2013. Passport Seva Project wins eIndia Governance Award Passport Patrika recognized as Top 5% viewed collateralbySlideShare Passport Patrika has been among the top 5% viewed collateral on SlideShare. Within a span of 4 months, the Patrikas have been viewed 21000 times and have been downloaded 445 times creating huge awareness across document sharingsites. 1CrorepassportissuedthroughPassportSevaProject th On 20 August 2013, Passport Seva Project achieved another mark by issuing the 1,00,00,000 th passportfromRPO,Ghaziabad,exactlyafter2monthsofachieving1Croreapplicationprocessedmark. Photo: Hon'ble Minister of IT, Government of Andhra Pradesh presenting eIndia Governance Award 21Passport Patrika | July - December 2013
  22. 22. Media & Public Outreach Reprinted Courtesy: egov, September 2013 22 Passport Patrika | July – December 2013
  23. 23. Media & Public Outreach 23Passport Patrika | July - December 2013
  24. 24. Media & Public Outreach Sources: th th 1. Times of India, Ludhiana, 13 Nov 2013 2. Hindustan Times, Chandigarh, 10 Oct 2013 th th 3. Times News Network, Hyderabad, 10 Oct 2013 4. The Hindu, Hyderabad, 08 Nov 2013 th th 5. Deccan Herald, Bangalore, 06 Nov 2013 6. Dainik Bhaskar, Chandigarh, 19 Oct 2013 th 7. The Times of India, Mumbai, 11 Oct 2013 1 3 2 4 7 5 6 24 Passport Patrika | July – December 2013
  25. 25. 1 3 4 5 6 7 2 Media & Public Outreach Sources: th nd 1. Dainik Bhaskar, Chandigarh, 07 Nov 2013 2. I-next, Bareilly, 22 Nov 2013 th th 3. Mathrubhumi,Kannur,26 Nov2013 4. NutanSaurashtra,Rajkot,28 Nov2013 th th 5. Jansandesh,Lucknow,07 Dec2013 6. Lokmat,Mumbai,08 Dec2013 th 7. TimesofIndia,NewDelhi,30 Jul2013 25Passport Patrika | July - December 2013
  26. 26. Media & Public Outreach PassportSevaProject–WindsofChange A cover story on how Passport Seva Project has created a change in service delivery of Indian Passport was publishedin@TCS,aninternalmagazine. 26 Passport Patrika | July – December 2013
  27. 27. Citizen Feedback In the Passport Seva Project, various channels used for feedback collection are as follows: a) Feedback forms filled at PSKs b) Touch screen facility installed at select PSKs c) E-mails received at PSP Helpdesk d) Online through the Passport Seva Portal e) Call Centre Collection of feedback is done on the following four parameters: a) Cleanliness and ambience b) Courtesy c) Efficiency / service delivery d) Overall Experience This section presents citizen satisfaction gathered over 22.5 Lac+ citizens during July 2013 – December 2013. Citizen Speak (July2013-December2013) VIPFeedback • Verygoodandexcellentservice,bettertheninternationalstandards.Keepitup rd Mr.KeshubMahindra,FormerChairman,MahindraGroup,PSKMumbai,23 July2013 • Thepersonneldeployedhereareveryhelpfulandpromptingivinganysortofassistanceforquickdeliveryofservices th Mr.ApurbaRatanChakraborty,Secretary,FinanceDepartment,Govt.ofWB, PSKKolkata,29 July2013 Citizen'sComments- Appreciative/Positive • Excellent service. This office definitely improves the overall image of govt. office. Very well co-ordinated and role modeltoothergovt.offices. st Sandhya Kasturirangan, PSK Chennai, 1 July 2013 • I went to PSK for reissue of my passport and can't resist myself to express my satisfaction. The efficient working environment, staff behavior and the online system deserve high appreciation. I am feeling proud to be an Indian that hasaPassportOfficeofInternationalStandards.YouhavesetupamodelforotherGovernmentDepartments. th ParthaSarathiPal,PSKRanchi,24 Dec2013 Citizen'sComments- ScopeforImprovement • SpecialclearancemaybeprovidedforSr.Citizensifpossible th M Prasada Rao , PSK Hyderabad, 16 Dec 2013 • Capacityforsittingisabitlow,resteverythingisPerfect rd Narinder Singh Chadwa, PSK Shimla, 3 July 2013 Average of 99.78 % Citizen Satisfaction level overall for all PSKs. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Cleanliness and Ambience Courtesy Efficiency Overall Experience Excellent Good Poor 27Passport Patrika | July - December 2013 Voice of People PSK-wise Overall Citizen Satisfaction Index
  28. 28. Employees Corner 28 Passport Patrika | July – December 2013
  29. 29. Employees Corner 29Passport Patrika | July - December 2013
  30. 30. Employees Corner Shri A.R. Ghanashyam, has been appointed as the High Commissioner of India to Nigeria. HewasappointedAS(CPV)duringearly2013. EmployeeEnrichmentProgram To increase the efficiency & productivity of manpower, a two day Managerial Effectiveness Program was conductedforTCSEmployeesofNorthIndialocationsatPSKHeraldHouseon14 &15 September, th VigilanceAwarenessWeek th nd During 28 October to 2 November 2013, Vigilance Awareness Week was observed in all Passport Offfices. The theme for Vigilance Awareness Week in the current year was 'Promoting Good Governance- Positive ContributionofVigilance'. RPOsattendedInternationalTrainingprogram Shri K Balamurugan, RPO, Tiruchirappalli and Shri Rajender Gupta, RPO Jammu attended the e-Governance ChampionProgrammeconductedbyNationalInstituteofSmartGovernment,Hyderabad. APoetPassportOfficer ShrimatiPadmaMahanti,RPOBhubaneswarhaspennedawonderfulstoryinpoetry"MistandMusings". Mist and Musings by Shrimati Padma Mahanti, RPO Bhubaneswar 30 Passport Patrika | July – December 2013 High Level Appointments Shrimati Mukta Dutta Tomar, who was Consul General in Chicago until recently, has been appointed as the Joint Secretary in CPV Division. She has held diplomatic assignments in Indian Embassies in Madrid, Kathmandu, Paris, and Yangon. She has also served at the Permanent Mission of India to the United Nations at New York. She has also headed the Investment&TechnologyPromotion&EconomicDivisionintheMinistry. Generosity @ Passport Organization The Passport Office employees came forward and joined their hands together to help the victims of natural disaster in Uttrakhand which happened in June 2013. A sum of Rs 12,21,124/- was donated to the Prime Minister'sNationalReliefFund.
  31. 31. Employees Corner 31Passport Patrika | July - December 2013 Moments of Fun, Festivities and Camaraderie
  32. 32. State-wise Passport Services in 2013 Ministry of External Affairs Government of India Toll free 24x7 Call Centre:1800-258-1800 In partnership with Gujrat (4,63,154) Karnataka (4,36,999) Madhya Pradesh(1,02,740) Orissa (81,406) Tamil Nadu (8,34,391) Uttarakhand (48,016) Haryana & Delhi (4,08,588) Goa (48,368) Assam, Arunachal Pradesh Nagaland,Mizoram, Manipur & Meghalaya (51,816) Andhra Pradesh (7,75,698) Rajasthan (2,02,331) Punjab (5,71,430) (including Chandigarh) Jammu & Kashmir (86,671) West Bengal, Tripura & Sikkim (3,37,232) Uttar Pradesh (6,08,653) Maharashtra(8,08,965) Bihar (1,69,451) Jharkhand(60,448) Himachal Pradesh (28,270) Kerala (9,50,611) Chattisgarh (30,453) Andaman&NicobarIslands(3,008)