The document discusses the process management improvements that were implemented at Indian passport offices through a public-private partnership between the Ministry of External Affairs and Tata Consultancy Services (TCS) to streamline the passport issuance system using e-governance solutions. Key changes included expanding the number of passport service centers, integrating online application processing, introducing biometric data collection, and expediting police verification checks to issue passports more efficiently within a 30 minute timeframe. The modernized system established by TCS through the Passport Seva Project has led to greater transparency, convenience, and satisfaction for Indian citizens applying for passport services.

1. PROCESS MANAGEMENT AT PASSPORT
OFFICE
Presented to: Presented by:
Prof. Vishal Gupta Abhinav Rathi BM-014007
Aditya Upadhyay BM-014017
Amit Yadav BM-014027
Ankur Khanna BM-014036
Anurag Degwekar BM-014047

2. INTRODUCTION
• Despite of constant improvement in Passport issuance system and due to rapid increase in no. of passport
seekers, it was realized that it would not be possible tomeet demand without revamping the system.
• There are only 3 countries in the world which issue more than 10 million passports in a year - China, USA
and now, India
• Expected growth of new passport issuance will be 20%-25% in 2015.
• As the first step in designing Passport Seva Project, Ministry Of External Affairs engaged National
Institute for Smart Government(NISG) to study existing issuance system and make suitable
recommendations to reduce delays in issuance.
• To make passport issuance process more efficient and to reduce no. of days, e-Governance is being done
by Public private partnership with TCS under an agreement till 11th June 2018 and vast improvement is
seen in issuance process.

3. • Public dealing systems have increased from 350 to 1610 and public dealing
• As biggest delay happen on the stage of police verification PSP is working for mobile app for police
official to bring digitalisation at last stage
• As 100 nations have already switched to e-passport , now PSP is planning for e- passport , which is
electronic version of machine readable passports .
• Indian Security Press, which is responsible for manufacturing passports has started tendering
process. with supply of e-chip it will implement improved security features, better paper, better
layout , new design.
• Whatever is printed in passport will be there in e-chip and it will also have biometric information of
passport holder.
• By 24 November 2015, all countries have to phase out handwritten passports, we have 2.5 lakh
handwritten passports and TCS playing crucial role in getting these renewals.

4. Process in passport office
• There are 3 sections in passport office section namely A, B, C
• section A: there are TV monitors dispaying token no.and person have to enter corresponding booth .
TCS personnel capture photo, verify documents , organizing them in a file and collect fee.
• This is done in cubicles office with one side open ,t take 10 minutes here.
• Section B: again with the help of TV monitors person have to go concerned cubicle . At this stage
Government employees verify documents and do signature on the file. It take 15 min. here.
• Section C: Passport issuance by Assistant Passport Officer , all govt employees verify documents, if
they are satisfied they will ask yto go to feedback counter and if no, they will ask you to get required
documents. it takes 5 min here.
• TCS team does a great job by work swiftly without any lag. The bottleneck is last section c where Govt
Employees work.

5. • Under new system, all application will be done on online passport portal
www.passportindia.gov.in though manual facilitation counter will be available at office
for some time.
• After online application - instruction for which are available on web portal an Application
Reference no. will be generated with each application along with scheduled appointment
date and time.
• During appointment , pre verification process will take place new flat screen aided token
and counter no system will guide applicant to separate counters.
• Verification officers will verify genuineness of documents then process application .
Entire process will complete in less than 30 mins.
• New amenities are available at modernised passport office like payphone, cafeteria,
water coolers, instruction boards and other facilities. ATM is also planned as renovation
is in progress.

6. Passport office efficient by TCS
Following are the enhanced facilities available to the applicants at PSK
• Internal ambience of PSK is designed to ensure faster and smoother processing of passport
applications.
Various category list allowed as Walk-ins as per published list on the portal to ease out the pressure of
appointments :
Physically challenged
Senior citizens
Minors below 15 years whose parents have valid passport.
• Other benefit at Passport Seva Project include:
Longer working hours to benefit the citizens , appintments are available from 9.30am to 4.15 pm.
Biometric data and photographs taken in highly secure environment.
Granting decision taken in front of applicant, therefore greater transparency.
Citizens leave PSK with certainty on the status of their application.
Transparency in the process and online real time availability of data for ease of monitoring and
decision making.

7. • Three main criteria for TCS winning the competitive tender were technical strength ,
domain knowledge, and innovative financial proposition , with TCS suggesting lowest
transaction cost.
• Recommendations by TCS led to brainstorming workshop during final contract
negotiations, which the government views as having enhanced quality of roll out.
• In 2006, Indian government intiated National e- governance plan - its vision to share core
and support infrastructure , goal was too provide digital access to services and to reach
out to diverse ethinicity and rural and disfranchised section of society.
• In 2007, Ministry of External affairs and information technology issued a request for
proposal (RFP) , leading to a public competitive procurement process that resulted in
TCS signing contract in october 2008.

8. Scope for Passport Seva Project
• a tier 3 data centre and recovery centre
• a central passport print facility
• a contract centre operating in 17 languages, using IVRS/agent support and providing
helpdesk services
• Collection of fees and reconciliation of accounts
• Change management, training and communication management
• Coordination with various stakeholders such as police, India post, and security printing
press
• The design, development, and maintenance of the passport issuance application

9. • The entire process is online and streamlined including interface with indian police for verification of
personal paarticulars of applicants and with india post for tracking delivery of passport.
• Status can also be tracked through passport portal www.passportindia.gov.in
• The applicants also get full opportunity to see and affirm their personal particulars to be entered in
passport to avoid unnecessary correspondence later.
• MSA include clauses relating to governance schedule , use and control of PSK security and safety , terms
of payment and taxation, breach, rectification and termination , protection and limitation , data protection
, confidentiality , audit , access, and reporting , intellectual property , dispute resolution, change control,
exit management and terms of payments.

10. CONCLUSION
Passport Seva Project is successful implementation of Govt by Public private partnership with TCS and
successful recommendations being implemented for quicken the passport issuance process.
The benefit of the project to citizens are service provisioning within defined service levels, closer and larger
number of access points for services
Availabilty of portfolio of online services with real time status time tracking assure applicants about transparency
in the process.
Passport seva enables simple ,efficient and transparent processfor delivery of passport and related services.
key aspects covered are:
Anywhere anytime acess: applicant can apply online and visit nearest PSK with prior appointment date & time.

11. • Increased network : as extended arms of 37 passport offices,77 were made operationa.
• Improved amenities: PSK provide world class ambience like information kiosk, photocopying, food
and beverage facilities, newspaper and journals and television in comfortable air conditioned waiting
lounge.
• State of art technology infrastructure: PSK enables state of art technology infrastructure to deliver end
to end services to be delivered with enhanced security comparable to the best in world.
• Integration with police an India Post: PSP network connects with state police across all states and
union teritories. Applicants data is electronically sent for police verification.
• Call centre and help desk: A multi lingual National call centre operating in 17 indian languagues
enables citizens to obtain passport related updates