Passport Patrika July-December 2015

32
Passport Patrika | July – December 2015 Passport Patr ka A bulletin of Passport services in India - Upgradation of Passport Services in the North - East - Passport Seva 2015: Year at a Glance - Growth Story of Uttar Pradesh

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A bulletin of Passport Services in India.

Transcript of Passport Patrika July-December 2015

Page 1: Passport Patrika July-December 2015

Passport Patrika | July – December 2015

Passport

Patr kaA bulletin of Passport services in India

- Upgradation of Passport Services in the North - East

- Passport Seva 2015: Year at a Glance

- Growth Story of Uttar Pradesh

Page 2: Passport Patrika July-December 2015

In this Issue

04

14

28

19

Cover Story

- Upgradation of Passport Services

in the North – East

Lead Story

- Passport Seva 2015 Overview

- Growth Story of Uttar Pradesh

Passport Patrika | July – December 201502

Senior Level Retirement

Public Notices & Advisories

Events

- Foreign Secretary visited PSK Herald House

- Chief Minister of Andhra Pradesh visited Passport Seva Camp

- Uganda Revenue Authority Officials visited PSK Herald House

- Delegation from Bhutan visited PSK Herald House

- Delegation of US Embassy Consular Officers visited PSK Herald House

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Achievements & Recognition

24

29

20

22

Camps and Melas

Voice of People

Media & Public Outreach

Employees Corner

06

Page 3: Passport Patrika July-December 2015

Editorial Note

03

Muktesh K. Pardeshi

Joint Secretary (PSP) & Chief Passport Officer

2015 has been a year of smart public service delivery. With 12 million

services rendered during the year, passport has become the single most important citizen service delivered by the Ministry of External Affairs. Apart from the huge numerical growth, the year saw many qualitative improvements in the delivery of passport services across the country. Growing at 20% per annum, India is currently one of the fastest growing passport-issuing countries in the world! It is estimated that 20.37 million Indians travelled abroad in 2015 for several reasons ranging from jobs to religious pilgrimage.

The service network did also expand. In addition to the 77 Passport Seva Kendras running in PPP mode with TCS, the Ministry of External Affairs has set up 8 additional Passport Seva Kendras in Agartala, Aizawl, Gangtok, Imphal, Kalaburagi, Karimnagar, Darbhanga and Shillong, thus, providing extended reach to passport applicants, particularly in the North East. 10 more Passport Seva Kendras are being set up for the convenience of citizens which will take the number of PSKs to 95 during the year 2016. Setting up PSKs in all North Eastern States was a collective aspiration and objective which has been fulfilled. Hence, we have featured North East on the cover.

Geographically speaking, Uttar Pradesh created history by emerging for the first time as the No.1 State in terms of Passport Services (13.37 lakh). Another record: for the first time 4 States became 'Passport millionaire States'. They are: Uttar Pradesh (13.37 lakh), Maharashtra (11.87 lakh), Kerala (11.44 lakh) and Tamil Nadu (10.08 lakh). 5 States received more than half a million Passport applications: Gujarat (7.47), Punjab (7.15), Karnataka (6.37), West Bengal (5.86) and Telangana (5.38). Outside India, Missions/Posts in the UAE (2.5+) and Saudi Arabia (1.5+) issued maximum number of Passports.

As we are compiling this edition of Passport Patrika, I have been appointed as the next Ambassador of India to Mexico. As I wind up my assignment as the Chief Passport Officer which I assumed in 2010, I can say that the system has been successfully transformed under the aegis of Passport Seva programme. The number of Indian passports issued annually has doubled during my own tenure! Passport Seva is an ongoing success story. With a huge young population eager to travel and connect to the world, the day is not far when India will emerge as the largest passport-issuing country in the world. Keeping pace with the rising demand and modernising Indian passport system to global standards should remain our top most priorities.

Passport Patrika | July – December 2015

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 andpublished by Shri Muktesh K. Pardeshi,Joint Secretary (PSP) &Chief Passport Officer on behalf ofCentral Passport Organisation,Ministry of External Affairs, New Delhi.

Editorial Team:Muktesh K. PardeshiSanjiv Aggarwal

Website:

http://passportindia.gov.in

E-mail:

[email protected]

Creative Team:

Shalini Manchanda Mehtani

Vipul Popli

Ritika Gaur

Design and Publishing Partner :

TATA CONSULTANCY SERVICES

Editorial Consultant:A. K. Bhatnagar

Page 4: Passport Patrika July-December 2015

COVER STORY

04 Passport Patrika | July – December 2015

With an aim to achieve a greater outreach of Citizen Centric Services by delivering speedier

and more convenient Passport Seva to citizens, Ministry of External Affairs is committed towards setting up of 18 additional Passport Seva Kendras (PSKs) across the country. With the inauguration of

thPassport Seva Kendra at Itanagar, Arunachal Pradesh on 15 Feb 2016 by Shri Muktesh K. Pardeshi, JS (PSP) & CPO, Ministry fulfilled its commitment to open Passport Seva Kendras in all North-Eastern States.

th On 15 January 2016, a Passport Seva Kendra at Dimapur in Nagaland was inaugurated by

Gen. (Dr.) V.K. Singh (Retd.), Minister of State for External Affairs. Another Passport Seva Kendra was st

inaugurated on 31 December 2015 in Agartala, Tripura by Shri Bhanulal Saha, Minister for Finance

and Information, Government of Tripura and Shri Muktesh K. Pardeshi, JS (PSP) & CPO.

With the addition of new Passport Seva Kendras at Arunachal Pradesh, Meghalaya,

Manipur, Mizoram, Nagaland, Tripura and Sikkim, the north-eastern states were added on the

Passport Seva Network.

Shri Bhanulal Saha, Minister for Finance and Information, Govt. of Tripura,

Shri Muktesh K. Pardeshi, JS (PSP) & CPO, Shri Sanjiv Aggarwal, Deputy Secretary (CPV-C) and

other dignitaries during the inauguration of PSK, Agartala

Upgradation of Passport Services in the North – East

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COVER STORY

Passport Patrika | July – December 2015 05

Glimpses of the New Passport Seva Kendras in the North - East

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06 Passport Patrika | July – December 2015

COVER STORY

The Passport Seva Project (PSP), successfully completed one more year of its operations. One

of the largest and most successful Mission Mode Project under the National e-Governance Plan,

Passport Seva Project is being run in Public-Private-Partnership (PPP) mode with Tata Consultancy

Services (TCS). Over the last five years, there has been huge expansion in both the scope and volume of

Passport related services. The Passport and related services crossed 1 crore mark in 2015 and emerged

as the most noticeable statutory and citizen-centric services rendered by the Ministry of External

Affairs.

During the calender year 2015, the Ministry of External Affairs processed an astonishing

number of approximately 1.20+ crore Passport and related services applications compared to 98.80

Lakh in 2014 (inclusive of Passport Offices in India and Indian Missions/Posts abroad). This is an

i n c r e a s e o f 2 1 % ,

compared to 2014 and

41%, compared to 2013.

Thirty Seven Passport

Offices, Headquarters

and the Office of the

C h i e f S e c re ta r y o f

Andaman and Nicobar

Islands received 1.03+

crore Passport service

related applications

i n c l u d i n g P o l i c e

Clearance Certificates, against which 1.05+ crore Passports and related documents were issued.

The Passport Services rendered in 2015 include 2547 Diplomatic Passports, 27,138 Official

Passports, 4,01,781 Police Clearance Certificate (PCC), 4,605 Surrender Certificates (SC), 3,852 Identity Certificate (IC) and 4,623 Line of Control (LoC) permit applications. In addition to this approx. 14 lakh Passports, ECs and other Passport related miscellaneous services were rendered by 183 Missions and Posts abroad.

Passport Seva 2015 Overview

Number of Applications Processed and Services Rendered in India

st· 6.33 crore Indians held valid Passports as on 31 Dec 2015 (Up from

5.70 crore in 2014 and 5.19 crore in 2013)

· India is placed third after China and the United States in terms of

Passport applications processed in a year

· 1.14+ crore new Passport holders added during the years 2014-15

· 24 RPOs have average Passport issuance time, less than or equal to

National average Passport issuance time

· Passport Seva Call Centre receives more than 20,000 calls per day

· Passport Seva Portal receives 2+ crore hits per day

· 1+ lakh SMS are being sent per day

st As on 31 December 2015, over 3.27 crore Passport service related applications have been

processed and over 3.16 crore services have been rendered through the PSP system. Daily footfall across all the PSKs is about 50,000 citizens.

Page 7: Passport Patrika July-December 2015

LEAD STORY

07Passport Patrika | July – December 2015

During the year 2015, Uttar Pradesh

created history and emerged as the No.1 state by issuing more than 13.37 lakh Passport and related Documents. For the first time 4 states i.e. Uttar Pradesh, Maharashtra, Kerala and Tamil Nadu became Passport Millionaire States.

Out of 1.03+ crore Passport and related documents applications received in India, around 45.4 Lakh

applications have been processed by these four states, which is 43.97% of Passport and related documents issued.

Among the Regional Passport Offices (RPO), Lucknow emerged the number one RPO by issuing 9.48

Lakh Passport and related documents followed by Hyderabad, Bangalore, Kolkata, Ahmedabad and Delhi. These six RPOs together issued 38.20% of the total Passport and related documents.

Geographical Trends

Bareilly 1.46 1.72

7.40 7.60Hyderabad

RPOs where services rendered are more

than applications received

Gujrat (7,52,353)

Madhya Pradesh(1,50,203)

Odisha(1,07,608)

Tamil Nadu (9,95,672)

Uttarakhand(81,229)

Delhi (4,20791)

Goa (54,142)

Assam(71,450)

Nagaland(3,359)

Meghalaya(5,368)

Rajasthan(3,20,327)

Punjab (7,57,614)(including Chandigarh)

West Bengal(5,44,065)

Sikkim (5,647)

Uttar Pradesh(12,33,850)

Maharashtra(11,77,128)

Bihar(3,29,862)

Jharkhand(84,929)

Himachal Pradesh(44,530)

Kerala (11,60,271)

Chattisgarh(41,313)

Andam

an &

Nico

bar Isla

nds (1

8)

Andhra Pradesh(4,31,432)

Telangana(5,38,246)

Jammu & Kashmir(1,14,513)

Daman & Diu(5,991)

Lakshadweep(1,708)

Puducherry (20,050)

Karnataka (6,12,426)

Dadra & Nagar Haveli(1,789)

% growth of applications processedin FY 15-16 over FY 14-15

> 30%

21% - 30%

11% - 20%

<= 10%

Arunachal Pradesh (1,705)

Mizoram (3,316)

Manipur (8,016)

Tripura(22,745)

LoCs for Pakistan(3,706)

Haryana(2,60,698)

With a National Growth Rate of

18%, 6 states i.e. Telangana,

Meghalaya, Assam, Uttar Pradesh,

Manipur and Tripura saw a

maximum growth rate ranging from

35% to 63% in terms of Passport

applications received

Page 8: Passport Patrika July-December 2015

Demographic and Socio-economic Trends

LEAD STORY

Passport Patrika | July – December 201508

In 2015, 97.43% of the Passport applications received were through Online Channel of Application Filing and 2% of the

applications were collected in Camp mode.

plicant ap s weh ho t f apo p lie% d f th0 o er6 P va oss bpo art r w oer se 1 as0 p

· 148 Transgender applicants applied for Passport

· Only 16 applicants were illiterate

· 18% of the Passport applicants were students

· 57% of the PCCs issued were for Kuwait

· 3.45% of the Passport Booklets issued were Jumbo

Booklets

· 69% of the applicants were in the age group of 19 – 45

years

Average age of Passport Applicant: 30 years

Youngest Applicant: 1 Day

Oldest Applicant: 115 Years

Page 9: Passport Patrika July-December 2015

Improvements in Service Delivery

To achieve the mile stone of issuing 1.05+ crore Passport and related documents, various initiatives were taken

during 2015 to improve the delivery of the Passport services.

· In 2015, on pan India basis, 87% of the Tatkaal Passports were issued within 3 days, out of which 34% were issued on the same day. (This excludes the time taken for Police Verification)

· In case of Normal Passports, 74% of the Passports were issued within 7 days out of which 38% were issued within 3 days of the application received. (This excludes the time taken for Police Verification)

· In order to meet the increasing demand, various Passport Melas were conducted at PSKs on weekends and holidays throughout the year across the country. In 2015, a total of 397 Melas were conducted during which 2,56,454 applications were processed.

· In 2015, a number of Passport Adalats were held at

various Passport Offices to redress the grievances of

Passport applicants. These Adalats were very useful in

disposing of around 7000, old and complex cases through direct interaction with the applicants.

· Apart from the Melas and Adalats, 124 Passport Seva Camps were organised during which 51,424 applications

were received. These camps were held in the remote locations across the country ranging from Kashmir (Leh) to

Kanyakumari (Tamil Nadu) for the benefits of the citizens.

· With a view to address the challenge of digital divide, especially in the rural hinterland, the Ministry in

association with M/s CSC e-Governance Services India Ltd. promoted by DeitY, provided the facility of online filing of

Passport related services applications through the vast network of over one lakh Common Services Centers (CSCs)

across the country. During the year, 1,19,000 Passport applications were submitted online at these CSCs.

· The appointments for 1-7 days by all the Passport Offices for visiting a PSK were made available across the

country.

· The number of appointment slots released per day were more than 60,000.

· To understand citizen sentiments and to receive feedback emanating from social media, Passport Seva

provisioned to capture inputs from Twitter, Facebook, Flickr and YouTube. Every Passport Officer and CPV Division,

Headquarters has Twitter/Facebook account and grievances were attended regularly through Social Media.

LEAD STORY

25% increase in the average number of

applications received in Melas as compared

to 2014

09Passport Patrika | July – December 2015

s t ecember 2015, D m1 Pa 3 ssn po o rts ap sA p. ad� h oas r lec wneive dod 13.7+ Lakh

Page 10: Passport Patrika July-December 2015

Improvements in Police Verification Time

During 2015, the average number of days taken to complete the Police Verification(PV) on pan India basis came

down to 34 days as compared to 42 days of last year and 49 days of 2013. Around 61% of the PVs got completed within the desired time limit of 21 days, showing an improvement of 15 days over that in 2013. During the year 2015, Telangana distinguished itself as the best performing state by completing the PV in just 8 days followed by Andhra Pradesh (12 days), Chandigarh (12 days), Goa (12 days), Delhi (14 days) and Haryana (15 days).

st In terms of RPOs, Hyderabad captured the 1 position by completing the PV in just 9 days followed by Goa (12

days), Visakhapatnam (12 days), Delhi (15 days) and Jalandhar (16 days).

Awards & Recognitions:

During 2015, Passport Seva was awarded and recognised at the highest level in the Government. The project

also received various certifications and several awards:-

· National Award for e-Governance 2014-2015 (Gold award) for Outstanding Performance in Citizen-Centric Service Delivery, by the Department of Administrative Reforms & Public Grievances, Ministry of Personnel, PG & Pension (January 2015)

· Express Group e-Governance Award under the category “Outstanding Performance in Citizen Service Delivery'' (February 2015)

· Web Ratna Platinum Award for Passport Seva Portal in the Outstanding Content Category under the 'Citizen Centric Services' category by DeitY, Ministry of Communication & Information Technology for excellence in e-Governance initiatives through Web (March 2015)

· Triple ISO Certifications: ISO 9001:2008 (Passport Seva Kendras Operations), ISO/IEC 20000 -1:2011 (Passport Seva System Service Management and Operations) and ISO 27001:2013 (Passport Seva System Information Security Management)

· CIO Leader Business Impact Awards received in August 2015

· Jewels of India Award 2015 received in December 2015

LEAD STORY

Passport Patrika | July – December 201510

Police Verification : Average Days To Complete PVR (Year 2015)

Legend

0-21 Days

22 - 30 Days31 - 45 Days46 - 90 Days

61 - 90 Days

> 90 Days

Police Verification : Average Days To Complete PVR (Year 2014)

Legend

0-21 Days

22 - 30 Days31 - 45 Days46 - 90 Days

61 - 90 Days

> 90 Days

Police Verification : Average Days To Complete PVR (Year 2013)

Legend

0-21 Days

22 - 30 Days31 - 45 Days46 - 90 Days

61 - 90 Days

> 90 Days

Page 11: Passport Patrika July-December 2015

Total number of Passport services rendered by Passport Offices in 2015

LEAD STORY

11Passport Patrika | July – December 2015

Page 12: Passport Patrika July-December 2015

LEAD STORY

Growth Story of Uttar Pradesh

In 2015, Uttar Pradesh created history and emerged as the No.1 state by issuing more than 13.37 lakh Passport

and related Documents. The state could achieve this milestone due to the contribution and initiatives of three Regional

Passport Offices i.e. Lucknow, Ghaziabad and Bareilly.

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12 Passport Patrika | July – December 2015

Page 13: Passport Patrika July-December 2015

LEAD STORY

13Passport Patrika | July – December 2015

Since June 1997, Passport Office, Ghaziabad has been delivering Passport and related services to the citizens of

13 districts of western region of the state. The year 2015, saw a massive growth of 41.7% in the issuance of Passport and related documents taking the count up to 2,10,873. The demand and growth was managed successfully with almost same staff strength and infrastructural resources by adopting few administrative and innovative measures.

· Passport Melas & Camps: Non-availability of appointments was one of the major challenges which Passport Office was facing since the beginning. In order to address this problem, the no. of appointments were increased gradually and Passport Melas and Camps were organized frequently. During 2014, a total of 8 Passport Melas and 2 Passport Seva Camps were organized which helped in bringing down the appointment to 30 days from 45 days. Further in 2015 also, Camps & Melas were conducted which helped in bringing the appointment availability to next

day from 30 days.

· Special drive for Pendency Clearance/Passport Adalats: In 2015, priority was given to the process at the back end to ensure maximum output and disposal of old pending files. Printing /Dispatch of Passports and PVR review were on highest priority. For disposal of old pending files, various Passport Adalats were organized frequently. Officials (particularly GOs) were motivated to give optimum output during normal working days/hours and work on Saturdays at least twice in a month to clear the pendency.

· Liaison with Police: In order to avoid delay in submission of report by police, several meetings with police

officials were organized. All the districts were brought under DPHQ model by the end of 2014 which helped in

reduction of average time taken for PV which is now within 21 days in almost all the 13 districts.

· Liaison with local Media: A regular touch was kept with local media to enhance the awareness in the public

about the Passport Melas, Camps, Adalats etc.

· Co-ordination with Service Provider: The Service Provider was taken into effective co-ordination on key issues to

reduce bottlenecks, which helped in achieving the desired results.

th On 13 March 2012, The Passport Seva Kendra, Bareilly started its functioning with only 100 appointments per

day, which were increased to 350 during 2013. Today, a total of 790 appointments are released per

day. During the last two years, Passport Office Bareilly has made a robust growth and progress in

terms of delivery of passport services. In the year 2015 alone, 1,68,616 passports and other

services were provided by the RPO, which is an unparallel increase of 76%. During the year 2013,

the Passport Office faced a major challenge of appointments availability which reached to a thstaggering 45 day, leading to criticism of the system and appointment related grievances.

However, due to steady and consistent efforts along with the determination of the RPO officials in

delivering Passport services, the scenario completely changed. Now the appointment is available

on very next day. To reduce appointment cycle, the following initiatives were taken:-

· Staff members were encouraged and motivated to improve their performance

· Additional counters were established in Government Zones both 'B' and 'C'

· 15 Passport Melas were organized during last three calendar years

· To meet high demand, 150 appointments per day were released to process applications in Camp Mode

2015 was a year of achievements for Passport Office, Bareilly. Unprecedented number of passports were issued; number

of pending applications was reduced to 13,250 from 35,000; appointment cycle was reduced from 35 days to 1 day; all 13

Districts were brought under DPHQ model which resulted in decrease in Police Verification time; average time of

submission of Police Verification was also reduced to 32 days from 60 days in 2014.

Words from Shri Ram Singh, Passport Officer, Bareilly

Page 14: Passport Patrika July-December 2015

SENIOR LEVEL RETIREMENT

Aadhaar Integration with Passport Seva – An Update

W ith a view to making the

Passport issuance process simpler,

more secure and reliable, the

Passport Seva Project has taken the

initiative to digitally integrate with

the UID database for validating the Aadhaar number,

submitted by the passport applicant, as a Proof of

Identity and Proof of Address.

For an applicant who voluntarily gives the

Aadhaar number on his/her passport application, the

Aadhaar number along with the biometric data, captured

at the Passport Seva Kendra, is sent to UID's e-KYC service

platform. The demographic details along with

photograph returned by UID are displayed to the

Verification Officer/Granting Officer - thus helping in

validating identity of the applicant based on the Aadhaar

number.

The integration has been successfully piloted at

seven Passport Seva Kendras Delhi - Herald House PSK,

Ahmedabad - Mithakali PSK, Bangalore - Sai Arcade PSK,

C h a n d i ga r h P S K , C h e n n a i - N M Ro a d P S K ,

Vishakhapatnam PSK and Ranchi PSK.

The project is now ready for a pan-India rollout of PSP-

Aadhaar integration. The complete rollout is planned by

end August 2015, in five waves as per plan below:

thWave 1 (14 August 2015): All PSKs under RPO Amritsar,

RPO Bareilly, RPO Bhopal, RPO Dehradun, RPO

Ghaziabad, RPO Jaipur and RPO Hyderabad

thWave 2 (19 August 2015): All PSKs under RPO Jalandhar,

RPO Thane, RPO Cochin and RPO Trichy

stWave 3 (21 August 2015): All PSKs under RPO Pune, RPO

Raipur, RPO Shimla, RPO Chandigarh, RPO Srinagar, RPO

Surat, RPO Malappuram, RPO Trivandrum RPO Chennai

and RPO Kolkata.

thWave 4 (25 August 2015) – All PSKs under RPO

Ahmedabad, RPO Jammu, RPO Lucknow, RPO

Visakhapatnam………

th[For more details refer to notice/circular, dated 13 Aug

2015 at the Passport Seva Portal.]

35 years of Committed Services

st On 31 August 2015, Shri

R. Swaminathan retired as

Secretary (AMS, CPV and

Special Assignment). Born in

1955, Shri R. Swaminathan

studied Civil Engineering at

the Madras University (1972-

1977) followed by a Master's

d e g r e e i n I n d u s t r i a l

Engineering (1977–1979).

He joined India's Diplomatic Service in 1980 and

served in a variety of posts in Delhi and abroad from

1980 to 2009. He worked in Indian Missions in Cairo,

Doha, Paris, Thimphu and Colombo, interspersed with

assignments in India in the Ministry of External Affairs

and the Department of Atomic Energy. He served in

Vienna in the IAEA Secretariat during 2001 – 2006 and

was the recipient of the Distinguished Services Award

of the Agency. He was the Chief Passport Officer of

India from 2007 to 2009 and Ambassador of India to

Egypt from 2009 to 2012.

He was Ambassador to Austria as well as

Montenegro, in addition to Governor and Permanent

Representative of India to the IAEA as well as

Permanent Representative of India to UNIDO and

other UN organizations in Vienna from 2012 to 2014.

In January 2014, he became Special Secretary

(Administration and CPV) in Headquarters and since

September 2014 has been in-charge of Latin America

and Caribbean countries as well as Canada in addition

to CPV. Since September 2014, he was also given the

charge of Latin America & Caribbean countries, Canada

besides that of Director General of Inspections.

Shri R. Swaminathan assumed position as thSecretary (AMS, CPV and Special Assignment) on 27

July 2015.

PUBLIC NOTICES & ADVISORIES

Passport Patrika | July – December 201514

Page 15: Passport Patrika July-December 2015

Passport to Minor Children – Clearing confusion about documents required

The Ministry has received a large number of

representations from the parents of minor children

passport applicants with regard to difficulties being

faced by them for submission of Passport applications.

The matter has been examined considering all relevant

aspects. It has been decided to follow the procedures

mentioned below, while accepting Passport application

of minor children. As a matter of principle, it may be

noted that due to the marital discord between the

parents, it is not justified and appropriate to deny

Passport facilities to the innocent minor child and restrict

his/her movement.

About the production of Passports – Only copies of

Passports of parents is required to be submitted. In case

of any doubt about the genuineness of passport, the

same can be verified from the system (PRIDE).

Needless to mention that the legal guardian can

individually apply for the Passport of the concerned

minor child with Annexure-G or Annexure-H.

Documents for Minor Child– Any one of the prescribed

address proof in the name of the Parent(s) can be

accepted for the Passport of his/her minor child;

Annexure C, G and H: Applicability and Distinction: In the

Passport Rules, there are three Annexures prescribed

certifying consent of Parent(s) namely (i) Annexure-C (ii)

Annexure-G (iii) Annexure-H. These are applicable in

different circumstances depending upon the availability

of parent and their consent. These are as under:

Annexure-C: This is applicable in the case where the

details and whereabouts of the other parent is not

known namely; out of wedlock cases, etc. Thus, the

single parent with whom……

st[For more details refer to notice/circular, dated 21 Aug

2015 at the Passport Seva Portal.]

A Helping Hand to Aid People affected by Chennai Floods: Special Passports Services to residents of the flood affected districts covered under the RPO Chennai

Government of India had announced a special

scheme for prompt re-issuance of Passports to the

residents of the districts covered by the Regional

Passport Office, Chennai, whose Passports got

lost/damaged due to floods. Taking into account the

queries raised by various applicants, the following

procedure may be followed by applicants for prompt

reissue of Passports.

th The scheme was valid for two months from 8 th

December 2015 to 7 February 2016. Wherever

online registration was required applicants can visit

any of the PSKs as walk-in along with ARN and

required documents on any working day between

10.00 a.m. and 03.30 p.m. without the need of online

appointment. For more information and in case of any

difficulty, the general public may contact: 044-

28525554 / 044-28513640 / 044-28513638.

To facilitate the applicants of the flood affected areas

Ministry of External Affairs issued an advisory to issue

the Passport free of cost for the applicants whose

Passport got damaged or soiled in floods.

A special Passport Mela was also held by Regional

Passport Office, Chennai at each of the three PSKs on th12 Dec 2015 for the reissue of Passport for the flood

affected areas during which 423 new Passports were

issued……

[For more details please refer to the Advisory, dated th

8 December 2015 at the Passport Seva Portal.]

PUBLIC NOTICES & ADVISORIES

15Passport Patrika | July – December 2015

Tweet of Hon'ble EAM Smt. Sushma Swaraj for Special Passports Servicesprovided to the residents of the flood affected districts of Chennai

Page 16: Passport Patrika July-December 2015

EVENTS

Revenue Minister, Govt. of Kerala visited PSK Trivandrum

st On 21 July 2015, Shri Adoor Prakash,

Revenue Minister, Govt. of Kerala visited PSK

Trivandrum for re-issuance of his Passport. He was

pleased with the services being rendered at PSK.

Foreign Secretary visited PSK Herald House

th On 29 July 2015, Dr. S. Jaishankar, Foreign

Secretary, Govt. of India visited PSK Herald House,

Delhi along with Shri Muktesh K. Pardeshi, JS (PSP) &

CPO and other officials. He was given a walk-through

of PSK.

JS, CPV visited PSK Lalbagh

th On 29 July 2015, Shri P. Kumaran, JS, (CPV)

visited PSK Lalbagh, Bangalore. He was given a walk-

through of PSK operations by RPO Bangalore and

TCS Regional Head.

Trainee Officers from Department of Post visited PSK Ghaziabad

th On 7 August 2015, a group of trainee

officers visited PSK Ghaziabad to get an overview

about benefit of e-governance. The officers were

addressed by Shri Rajesh Gaira, TCS Regional Head

and were given a walk-through of PSK.

TCS, MD & CEO visited PSK Lower Parel

t h O n 1 8 A u g u s t 2 0 1 5 , S h r i

N.Chandrasekaran, MD & CEO of TCS visited PSK

Lower Parel, to get his Passport application

processed. He was pleased with the services being

rendered at PSK.

Chief Minister of Andhra Pradesh visited Passport Seva Camp

th On 19 August 2015, Shri Chandra Babu

Naidu, Chief Minister of Andhra Pradesh visited

Passport Seva Camp organised at Kuppam district by

RPO Hyderabad.

16 Passport Patrika | July – December 2015

Page 17: Passport Patrika July-December 2015

EVENTS

Uganda Revenue Authority Officials visited PSK Herald House

th On 13 November 2015, Smt. Doris Akol,

Commissioner General, Uganda Revenue Authority

and Shri Henry Martin Saka, Commissioner of

Domestic Taxes, Uganda Revenue Authority visited

PSK Herald House. They were given a walk-through of

the PSK. The officers appreciated the services being

rendered to the citizens.

Delegation from Bhutan visited PSK Herald House

th On 17 November 2015, a delegation from

Govt. of Bhutan visited PSK Herald House. The

delegation was given a walk-through of the PSK.

Minister of Revenue, Agriculture, Excise and Minority Affairs, Govt. of Maharashtra visited PSK Nasik

st On 21 August 2015, Shri Eknath Khadse,

Minister of Revenue, Agriculture, Excise and Minority

Affairs, Govt. of Maharashtra along with his family

visited PSK Nasik for getting his and his family's

Passport application processed. He was pleased with

the services being rendered at PSK.

Energy Minister, Govt. of Maharashtra visited PSK Nagpur

th On 28 August 2015, Shri Chandrashekhar

Bawankule, Minister of Energy visited PSK Nagpur for

getting his Diplomatic Passport application

processed. He was satisfied with the services

rendered.

Junior Executive Officers visited PSK Herald House, Delhi

thOn 15 October 2015, a group of 30 Junior Executive

Officers visited PSK Herald House, Delhi to get an

overview about the Passport Services being delivered

in India. This was a part of their Special Assignment

“Passport Matters - An Overview”. They were given a

walk-through of the PSK.

17Passport Patrika | July – December 2015

Page 18: Passport Patrika July-December 2015

EVENTS

Passport Patrika | July – December 201518

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lalnh;�jktHkk"kk�lfefr�dh�igyh�mi�lfefr�us�o"kZ�2015�esa�tqykbZ&fnlEcj�ds�nkSjku�4�ikliksVZ�dk;kZy;ksa�dk�jktHkk"kk�dh�izxfr�ds�laca/k�esa�fujh{k.k�fd;kA�lfefr�us�fujh{k.k� ds� nkSjku� ikliksVZ� dk;kZy;ksa� ds� dke&dkt� esa�jktHkk"kk�ds�iz;ksx�dks�larks"ktud�ik;k�,oa�fo'okl�O;Dr�fd;k�fd�Hkfo";�esa�jktHkk"kk�ds�iz;ksx�esa�mRrjksrj�izxfr�gksxhA�

A team of Senior Govt. Officials visited PSK Herald House

th On 18 December 2015, a team of 25 Senior

Govt. Officials visited PSK Herald House, as part of

Leadership Level Skill Enhancement Program for North

East officials conducted by National Institute for Smart

Governance (NISG). The officials were briefed about the

Passport Services and were given a walk-through of the

PSK.

Delegation of US Embassy Consular Officers visited PSK Herald House

th On 30 December 2015, a delegation of

Consular Officers consisting of 10 members from US

Embassy visited PSK Herald House. The delegation was

briefed about the Passport issuance process being

followed in India and were given a walk-through of the

PSK.

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Page 19: Passport Patrika July-December 2015

Achievements & Recognition

th On 20 September 2015, Shri Atul M.

Gotsurve, Regional Passport Officer, Pune was

awarded with the Tilak Smarak Mandir Award by

Shri Suresh Prabhu, Railway Minister, Govt. of

India. The award was given for providing the

expedite Passport facility to the applicants within

stipulated time frame.

Regional Passport Officer, Pune receiving Tilak Smarak Mandir Award from Shri

Suresh Prabhu, Railway Minister, Govt. of India

st On 21 December 2015, Passport Seva Project

was awarded with the 21 Jewels of Digital Award, 2015. The award was received by Shri Muktesh K. Pardeshi, Joint Secretary (PSP) & CPO, Shri Golok Kumar Simli, Principal Consultant & Head of Technology , PSP and Shri Tara Chand, Consultant (PM & HR). The Passport Seva Case Study was also published in 21 Jewel of Digital book, highlighting the usage of technology in transformation of the Passport Services in India.

Joint Secretary (PSP) & CPO, Principal Consultant & Head of Technology,

PSP and Consultant (PM & HR) receiving 21 Jewels of Digital Award, 2015

th On 8 August 2015, Shri Muktesh K. Pardeshi,

Joint Secretary (PSP) & CPO and Shri Golok Kumar Simli, Principal Consultant & Head of Technology, PSP were conferred the "Business Impact Award 2015" by CIO & Leader for successful implementation of Passport Seva Project. The award is a testimony to transformation of public services brought by the Ministry of External Affairs by the usage of Information Technology in delivering Passport and related services to the citizens of India.

Business Impact Awards 2015

Tilak Smarak Mandir Award

21 Jewels of Digital Award 2015

19Passport Patrika | July – December 2015

Joint Secretary (PSP) & CPO and Principal Consultant &

Head of Technology, PSP with "Business Impact Award 2015"

Page 20: Passport Patrika July-December 2015

CAMPS & MELAS

With the help of the Passport Seva Camps organized in the areas situated far away from the PSKs and Passport

Melas conducted during the weekends or on non-working days at different PSKs across India, Passport Seva was able to expand its reach.

Due to the Passport Melas & Passport Seva Camps, a large number of appointments were made available for the citizens which helped in reducing the back log and appointment availability time.

During the period July – December 2015, a total of 58 Camps and 145 Melas were conducted in which a total of 1,08,809 lakh applications were processed.

Passport Patrika | July – December 201520

Details of Passport Seva Camps held during July – December 2015

Page 21: Passport Patrika July-December 2015

CAMPS & MELAS

Details of Passport Melas held during July – December 2015

21Passport Patrika | July – December 2015

Page 22: Passport Patrika July-December 2015

Citizen Feedback

In the Passport Seva Project, various channels

used for feedback collection are as follows:a) Feedback forms filled at PSKsb) Touch screen facility installed at select PSKsc) E-mails received at PSP Helpdeskd) Online through the Passport Seva Portale) Call Centre

Collection of feedback is done on the following four parameters:

a) Cleanliness and ambienceb) Courtesyc) Efficiency / service deliveryd) Overall Experience

This section presents citizen satisfaction gathered over 33.61 Lakh+ citizens during July-December 2015.

Citizen Speak(July - December2015)

VIP Feedback • Excellent Services and I am very proud of the team doing this management

th Shri N. Chandrasekaran, MD & CEO-TCS, PSK Lower Parel, 18 August 2015

• The appearance, service and overall experience is bestth

Dr. Mohan Chandra Joshi, Finance Secretary, Govt. of Uttarakhand, PSK Dehradun, 5 August 2015

Citizen's Comments - Appreciative/Positive

• This is an excellent example of e-governance and high standard of devoted service. Keep the good work up. th�� � Alex Roy, PSK Cochin, 26 August 2015

• The experience at Passport Seva Kendra was really awesome. Everything was hassle free, with quick clearance at

every counter. Entire PSK had very specific instructions mentioned for guidance.� � �����������rd

Prakasam Subramani, PSK Coimbatore, 23 October 2015

Average of 99.79 % Citizen Satisfaction level overall for all PSKs.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Cleanliness and

Ambience

Courtesy Efficiency Overall

ExperienceExcellent Good Poor

Voice of People

PSK-wise Overall Citizen Satisfaction Index

1) Juhi Chawla

2) Sridevi

3) Anu Malik

4) Rahul Bajaj

5) Keki Minno Mistry

6) Shankar Mahadevan

22 Passport Patrika | July – December 2015

1 2 53

4 6

Page 23: Passport Patrika July-December 2015

Voice of People Words of Appreciation

---- blls iwoZ esjs pkj ikliksVZ cu pqds gS] ,oa lHkh ikliksVZ tkjh gksus esa dkQh vf/kd le; yxk Fkk] ysfdu

ikapos ikliksVZ sds uohdj.k ds fy, vkosnu djus ds lkFk gh t;iqj fLFkr ikliksVZ dk;kZy; esa Hkh ek=k 40-45

feuV esa lHkh vkSipkfjdrk,¡ iw.kZ dj yh xbZA

����� & ujs'k VDdj] phQ C;wjks] nSfud uoT;ksfr] ikliksVZ dk;kZy; t;iqj dks i=k] 22 uoEcj 2015

…….I am glad to state that I had received my Passport within seven days. I am very much thankful to all concerned staff and officers for the same. I am a retired govt. Officer and applied for reissue of Passport. I too got my wife's Passport in the same way as mine.

th -Kasture Sanjay, Email to RPO Pune, Dated 16 October 2015

…….I wish to place on record my sincere appreciation and heartfelt thanks to all at Passport Seva Kendra, Saligramam, for the speed and efficiency with which all formalities for

threnewal of my Passport was done on 5 November 2015. We entered at 9.30 am and were

thout of the gate by 10.10 am. I also received my renewed Passport on 7 November 2015. It is the first time in all my 85 years that I have had such a prompt, streamlined completion of transaction in any office in India.

th -Dr. Santa Ramachandran, Letter to RPO Chennai, dated 9 November 2015

…….Today I visited Passport Office, Pune and I am so impressed with their working. The office was totally clean and every-thing was well guided and managed. I was surprised to see the excellent team work and management of the staff.

th -Swarup Deepak Bhosale, Email to RPO Pune, Dated 26 October 2015

…….My congratulations to the staff at the Coimbatore Passport Seva Kendra for super-efficient procedures. I could not believe that I was out of the office within 25 minutes with my application fully processed and my renewed Passport has just been dispatched this evening by Speed post. Wonderful!!

st -Michel Danino, Email to RPO Coimbatore, dated 31 December 2015

23Passport Patrika | July – December 2015

Page 24: Passport Patrika July-December 2015

Media & Public Outreach

Passport Patrika | July – December 201524

1

2 34

5

6

7 8

910

11

12

Page 25: Passport Patrika July-December 2015

Media & Public Outreach

25Passport Patrika | July – December 2015

1

23

45

6

7

8

9

10 11

12

Page 26: Passport Patrika July-December 2015

Media & Public Outreach

Reprinted Courtesy: eGov, August 2015

26 Passport Patrika | July – December 2015

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Media & Public Outreach

27Passport Patrika | July – December 2015

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Media & Public Outreach

Passport Patrika | July – December 201534

th26 August 2015: Shri Muktesh K. Pardeshi, JS (PSP) & CPO spoke at

a Panel Discussion on "Mobile First: Governance and Services on nd

Demand“, organised by BW Businessworld's 2 Edition of Digital

India Summit in association with Ministry of Communication and

Information Technology, Government of India held at The Oberoi,

New Delhi.

Passport Patrika | July – December 201528

During the year 2015, 3,400+ articles were published across the country in various languages, giving Passport Seva Project massive coverage and public outreach.

· 79% of the published articles related to PSP were

in Print media where as 21% were in electronic/

online format

· Ahmedabad was observed to have the maximum

publications followed by Mumbai and Delhi

· 58% of the media publications were in Regional

Languages and Hindi

· 89% of the articles published were of neutral/

positive tone

· More than 9,800 conversations were recorded on

Social media during the year, out of which 94%

were of either neutral/positive tone

Participation in Conferences & Meetings

th11 September 2015: Shri Muktesh K. Pardeshi,

JS (PSP) & CPO delivered a session on “e-

governance in Citizen Centric Service Delivery”

at National Workshop organized on Best

Practices in Citizen Centric Governance as part

of Team India: Minimum Government –

Maximum Governance Initiative organised at

Vigya Bhawan, New Delhi.

th18 December 2015: Shri Muktesh K. Pardeshi,

JS (PSP) & CPO delivered a presentation on

“Project Best Practices of Passport Seva

Services” at North-East Leadership Skill

Enhancement Programme organized by National

Institute for Smart Government. The Programme

was held at Delhi.

rd23 December 2015: Shri Muktesh K. Pardeshi, JS (PSP) & CPO attended the conference of DARPG and addressed

the gathering on “Success of e-Governance”. The conference was held at FICCI auditorium, New Delhi.

Page 29: Passport Patrika July-December 2015

Employees Corner

29Passport Patrika | July – December 2015

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Employees Corner

Passport Patrika | July – December 201530

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Employees Corner

31Passport Patrika | July – December 2015

Page 32: Passport Patrika July-December 2015

www.passportindia.gov.inToll free 24x7 Call Centre:1800-258-1800

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Government of India