1

2

Motivators

2

oGrowing demand

oHeightened expectations of citizensoNeed to comply with international travel

standardsoNeed for a platform to issue e-Passports in

futureoLimited reachoLack of amenities and infrastructureoLack of standardizationoLack of certainty of serviceoLimited scalability

Year: 2013 India Population :

1.23 BillionPassport holders :

52 Million

3

Vision

3

To deliver all Passport related services to the citizens in a timely, transparent, more accessible, reliable manner & in a comfortable environment through streamlined processes and a committed, trained & motivated workforce

4Public-Private-Partnership model

Build Own Operate Transfer (BOOT) model

Vision Realization

4

Accessibility

TCS

Transparency Processes Reliability

Citizen Experienc

eTimelines

sWorkforce Manageme

nt

• Tier 3 Data Center and active-active Disaster Recovery Center, NOC• 77 World Class Passport Seva Kendras (Leasing, fit out, IT and non IT infra,

running), 37 Passport Offices (IT infra)• CPPF• Fully Automated, Re-engineered, Workflow based processes• Application Development, Online Portal, Data Migration• Security, SOC• 17 Language, 24*7 National Call Center• Highly Motivated Teams• Change Management, Communication Management• Citizen Feedback and Grievance Management• Police interface, India Post, ISP (Nashik)• Missions/Posts. Immigration

5

Passport Seva Project - Journey

5

2007 – 2009 2010 - 2011 2012 Onwards

Project Initiation(Oct ’08)

Pilot certificatio

n by S.T.Q.C.,

DeitY(Jan ‘11)

Launch of Pilot

(May ‘10)

Countrywide rollout begins: 8th PSK

launched in Tamil

Nadu(Jun ‘11)

Infrastructure set

up & Applicatio

nDevelopm

ent

All 77 PSKs are

operationally ready

(May ’12)

Certification &

Commencement of

Operations Phase of

PSP(Jun ‘12)

PSP Mobile Application ‘mPassport

Seva’ is launched(Mar ’13)

PSP Online Payment System is launched(Jun ‘13)

PSP SMS Tracking facility is launched(Nov ’13)

6

Numbers Speak

6Note: Data above as of 15th Jan, 2014

77 PSKs across 23 states in 63 cities

180 Missions & Posts, 34 Immigration Centres

0.75 Million sq ft of real estate

7000+ Users trained: 1700+ RPO Staff, 2200+ Police & 3000 TCS customer service staff

90 m+ Records migrated from legacy system

1.5 Crore+ Calls to date @Call Center

20,000+ Calls Daily

17 Languages supported at the 24x7 Call Center

14,600+ Additional Citizen Service Hours/Day

650+ Transactions / Sec

70 Lac+ Online Business Transactions / Day

99.99 % System Availability

1.5 Crore+ Applications received till date

1.4 Crore+ Passports Issued

42,000+ Daily Footfall

99.5% Citizen Satisfaction Index at PSKs

3K Peak Team

Size

7

Transformation brought in …

7

2008 2013

Variations in processes &

procedures

Inadequate amenities

Long & uncertain wait ( Service Time : 21-180 days)

Manual & error prone

processes

Standardized processes across all passport offices

Best in class facilities

Certainty of services

Increased Reliability - Automated processes

Limited reach & accessibility Increased reach & accessibility

- Re-engineered efficient processes- End-to-end automation- Real time data : Accurate /timely decision making

- World class Infrastructure at PSKs - Special facilities for physically challenged- Comfort and Convenience to applicants

- Single visit to PSK , Granting decision in front of applicant- Avg. time for Police Verification : 11 to 45 days- Avg. Passport dispatch time (excl. PV time) : 3 to 30 days

- Issuance of error free passports- Strengthened Duplicity & PAC check- Biometrics data capture

- 77 PSKs, 37 RPOs pan India; 1800+ service counters added- Increase in citizen service time from 4 to 7 hours- Online Portal & Multi-lingual call center

Non transparent working procedures Increased transparency- Granting Decision in front of applicant- FIFO & Workflow based services - SLA based services

8

ImpactSocial Impact

Environmental Impact

Citizen Service Impact

National Security

1800+ Jobs created in small

towns.

Physical Form / Photograph not required

40,000 Daily footfall at PSKs.

Savings in paper

Savings in travel and fuel

CSR activities at PSKs - blood donation

drives, beach cleaning, food &

clothes distribution to orphanages

Strategic Control De -duplication algorithm to ensure

“1 Citizen 1 Passport”Use of Digital Signature

40,000 Matches carried out daily across 100 Mn records

8

9

Culture of Innovation & Continuous Improvement

9

PSK Design Philosophy

TCS

Self Service Kiosk

Electronic Queue

Management

Single Point Enrolment

LSI Image

SMS Service Tracking

Online Payments

mPassport

10

Awards & Recognition

10

‘Award of Excellence’ in Project Category (G2C)’ at the CSI -

Nihilent e-Governance Awards 2011-12

‘Promising Innovation Award’ - Regional rounds of Tata

Innovista 2012-13

Passport Seva Project felicitated by GOVERNANCE now as a BIG DATA

LEADER

‘Award of Excellence ’ at eIndia Governance Award 2013

‘Best Executed Project Award’ at TCS BLITZ 2012-

13

11

Project: Future Roadmap

11

Missions Integration

Integration with CSCs (Common Service Centres)

Facsimile Signatures

Handheld devices for Police

Centralized High Speed

Printing

Online Document Verification

1212

A snap shot of passport seva project in Odisha

13

PSP - Workforce

13

14

PSP - Expanding the network of services

14

My Government has successfully completed the implementation of the Passport Seva Project, one of the mission-mode projects under the National e-Governance Plan, to deliver passport related

services to our citizens in a timely, convenient and transparent manner

Pranab Mukherjee,President, India

Addressing the Joint Sitting of the two Houses of Parliament

My Government has embarked upon a comprehensive overhaul of the Passport issuance system through the mission-mode "Passport Seva

Project" which is expected to be fully implemented during 2012.

Pratibha Patil,Former President, India

Thank You