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Ministry of External AffairsGovernment of India

eGovernance in Citizen Centric Service Delivery

Passport Seva Project - Vision & Journey

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2007 – 2009 2010 - 2012 2013 Onwards 2007 – 2009 2010 - 2012 2013 Onwards

DPR

RFP

Award of Contract

DC, DR, NOC,

SOC

Call Center

Application, PortalSetup

Launch of 4 Pilot PSKs

Pilot Certification

Pan India Roll Out

Go Live Certification

Online Payments

mPassportSeva Mobile App

Enhanced Security – LSI Image

Integration with Citizen Service

Centers

Integration with UID for e-

Authentication

Triple ISO Certification

Operations & ImprovisationImplementation & Transformation

Transformation in Citizen Service Delivery

Then Now

Accessibility

Transparency

Amenities

Processes

Efficiency

Uncertanity

Increase in Citizen Touch Points

More service hours/service counters

Streamlined processes

Acknowledgement letter giving exact status of processing

World Class infrastructure and amenities

Addressing the needs of people with special needs

Integrated processes with stakeholders resulting in speedier processing

Enhanced Security – Biometric capture, Digital Signatures, Strengthened de-duplication algorithm

Passport India at a glance

1 Crore+ (2014)

1.20 Crore+ (2015 - Target )Applications received

14/4 days

(Normal/Tatkaal)Passport Issuance Time

30 daysPolice Verification Time

Approx. 6 Crores Valid Passports

17Language Call Center

21,000+Calls /day

200+Helpdesk Queries /day

8000+Users trained

9.5 Crore+Records migrated

from legacy system

50,000+

Citizens Serviced /day

15,000+Citizen Service

Hours /day

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Database

Access to 183 Indian

Missions/Posts

39 Passport Issuing

Authorities (PIAs)

82 Passport Seva Kendras

(PSKs)

Service Delivery Channels

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eAuthentication with Aadhaar

Extended NetworkMela , Camps, Apna CSC

Increased Touch PointsPortal, Call centre, PSKs, mobile App

Digital Work Flows with Stakeholders - ISP, India Post, Police

Real time Monitoring and Decision MakingReports and Dashboards

Real time availability of Information183 Missions/Posts, eMigrate

Service on Demand

Integration with Other Databases

Expected Benefits of e-Authentication

Enhanced reliability of submitted documents

Enhanced security

Ease in decision making

Expected Benefits of e-Authentication

Enhanced reliability of submitted documents

Enhanced security

Ease in decision making

NPR/NRIC Database

PAN Card Database

Election Photo Identity Card

EPIC Database

Aadhaar Database

Educational Database

E-Authentication of Class X certificate

e-Authentication of Date of Birth

& Citizenship

e-Authentication of Address Proof

& Citizenship

e-Authentication of Identity and

Address

e-Authentication of Identity Proof

Rollout in Progress. Expected

completion end Aug

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Silos to

Integrated to

Collaborative way

Silos to

Integrated to

Collaborative way

Digital Connect of Passport Seva

Min.Government

Max. Governance

Gov to eGov to mGov

Min.Government

Max. Governance

Gov to eGov to mGov Tech. Procurement to

Automation to

Tech. Explosion

Tech. Procurement to

Automation to

Tech. Explosion

Digitization to

Over the Net to

Digital India Promise

Digitization to

Over the Net to

Digital India Promise MIS to

Analytics to

Big Data Concepts

MIS to

Analytics to

Big Data Concepts

Improvement to

Inclusiveness to

Empowerment

Improvement to

Inclusiveness to

Empowerment

Road Ahead – Technical and Process Improvements

Aadhaar SeedingThrough Crowd Sourcing

mPassport Police App Online Filling of PV using a mobile device

Advanced ePerso Solution

In Progress

Digi Locker/ e-Sign e-Authentication with available databases in Digi locker

e-Passport Tendering process in progress

Missions/Posts Integration Extending PSP to 183 Indian Missions/Posts - A Global viewIn Progress

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Citizen Feedback

“I think passport office is the only office in J&K where citizens(customers) are taken care of in a best way and & no doubt every citizen feels honored”

“It was very pleasant and amazing experience to see the TCS system and very courteous passport officers dealing professionally. I also interacted with PSK Team and am all praise for the top class service for Re- issue to citizens.”

Mr. Yaduvendra MathurCMD, EXIM Bank, visited PSK Lower Parel

“Very helpful and kind. Happy with the service” Mr. Anant Goenka

MD, CEAT, visited PSK Lower Parel

“Very Impressive”Ms. Gauri Khan

Producer, Bollywood Films, visited PSK Lower Parel

“It was an extremely efficient and smooth process and a total pleasure. It made me feel proud. Thank you”Mr. R Madhavan

Actor, visited PSK Lower Parel

Ridhi Bhat PSK Jammu

Citizen Feedback

Mr. Ram Sewak Sharma, Ex. Secretary, Dept. of Electronics and IT

“Very Good Experience”

Mr. M S Dhoni, Cricketer

“Fantastic facility. Thanks for everything. Keep up the good work.”

Ms. Shilpa Shetty Kundra, Actor

“Thank you for being so helpful”

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Passport Seva in the Media