Title : Passport Seva Project


Passport Seva Project

Client Name : Ministry of External Affairs, Government of India

Client Type : Central Government

Start Date : 9th November, 2006

Project Description

Consular, Passport and Visa (CPV) division of the Ministry of External Affairs (MEA) is responsible for issuance of Passports to Indian Citizens. Currently, Passports are issued from 32 Passport offices across the country and 160 Indian missions / posts abroad. During last few years the growing economy and spreading globalization have led to an increased demand for Passport and Passport-related services in the country and this trend is expected to continue with increasing intensity in the foreseeable future.

The MMP on Passports, named Passport Seva Project, aims at providing all the Passport-related services to the citizens in a speedy, convenient and transparent manner.

Project Objectives

As a first step in designing the MMP, MEA engaged the National Institute for Smart Government (NISG) for studying the existing system of Passport issuance in India and the global best practices and for making suitable recommendations on establishing a redesigned system that can fulfill the above objective. Following are key recommendations of the study conducted by NISG:

  • Establishing Passport Facilitation Centres (PFC) for delivering all front-end citizen services
  • Converting existing Passport Offices into Passport Back Offices (PBO) for all back-end processing
  • Creation of on-line Passport Portal for offering Passport services
  • Providing links to designated points in Police department
  • Establishing a Central Passport Printing Facility (CPPF) for handling extra load
  • Outsourcing of Dispatch process to Postal Department
  • Introduction of a multi-modal Information and Grievance handling system
  • Creating a centralized IT system linking all PFC’s, PBO’s, Police and Postal Departments
  • Introducing productivity linked incentive scheme for Government employees
  • Establishing a proper Program Governance Structure for managing the implementation and operation of all the above

To implement the above recommendations, MEA has decided that it will engage a professional agency that will implement the proposed system as well as operate & maintain it on a PPP basis.

NISG’s Methodology

The project was taken up by NISG in 2006/07

  • The consultants conducted a survey
  • Based on the footfall, NISG recommended MEA to consider setting up of Passport Facilitation Centres (on PPP Model). The facilitation centres were later renamed as Passport Seva Kendras
  • On the agreed terms between the MEA and the implementation agency, MEA decided to setup it’s DATA CENTRE (on a Government Owned Premises) and it was decided to setup the DC at DELHI. Similarly the Disaster Recovery (DR) centre was setup at a different location in a Government premises (STPI). The Network Operation Centre (NOC) was setup at a Government premises in WEST BLOCK RK-PURAM, Delhi
  • NISG worked closely with the MEA in finalising the process, documents and guidelines related to setting up of such centres
  • NISG was involved during the phasing out of the project where RFP-Compliance audit was conducted at each of the PSK’s, DC, DR, NOC & the specialised Printing facility, which was later referred by the STQC to certify the project for announcement of Go-LIVE Status to the project in June 2012

Current Status

Phase 1: Complete
Phase 2: Started
Implementation Agency: Identified
Contract: MEA awarded contract to IA
Implementation: Complete
Phase 2: Under study

Phase I of the project has been completed with the planned objective of making all the 77 Passport Seva Kendra around the country LIVE.
Phase II has been started. There has been severe demand from the citizens for opening more such Passport Seva Kendras, popularly referred as the PSKs. The requests have been flooded to the ministry through their respective Members of the parliament and through various signature campaigns.
NISG has been given the task of studying the present NEW system and come up with a plan to open more such PSKs based on the Geography, polity & the citizen requirement.

Apart from this, the project has been declared live in June 2013 and after one year of declaration of Go-Live, a review is to be conducted on the present SLA (Service Level agreement metrics) and fine tune them.

Published On : 11th July, 2013