Passport Patrika | October - December 2012

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Passport Patrika October - December 2012 A quarterly bulletin of Passport services in India - Year 2012 in Review - Shri Salman Khurshid appointed as the new External Affairs Minister - India Telecom 2012 PSP wins CSI – Nihilent Award of Excellence for 2011 - 2012

description

A Bulletin of Passport services in India. Published by Central Passport Organisation, Ministry of External Affairs, New Delhi.

Transcript of Passport Patrika | October - December 2012

Page 1: Passport Patrika | October  - December 2012

PassportPatrika

October - December 2012

A quarterly bulletin of Passport services in India

- Year 2012 in Review

- Shri Salman Khurshid appointed as the new

External Affairs Minister

- India Telecom 2012

PSP wins CSI – Nihilent Award of Excellence for 2011 - 2012

Page 2: Passport Patrika | October  - December 2012

Passport Patrika

October-December 2012

Editorial Team:

Passport Patrika is edited and

published by Muktesh Pardeshi,

Joint Secretary (PSP) & Chief

Passport Officer on behalf of

Central Passport Organisation,

Ministry of External Affairs,

New Delhi.

Muktesh Pardeshi

Sanjiv Aggarwal

Address: CPV Division,

Ministry of External Affairs,

Patiala House Annexe,

Tilak Marg,

New Delhi-110 001.

Tel: +91-11-23387013

Fax:+91-11-23071370

Website:

http://passportindia.gov.in

E-mail:

[email protected]

Design and Publishing Partner :

TATA CONSULTANCY SERVICES

Muktesh Pardeshi

Joint Secretary (PSP) & Chief Passport Officer

EDITORIAL NOTE

This is a special, year-end issue of the Passport Patrika. In this

edition, we seek to give readers an overview of passport services rendered in

2012, which indeed was a momentous year: a record number of 73.89 lakh

passport services were rendered, registering almost a three-fold increase

since 2000. During January-December 2012, the 37 Passport Offices,

Headquarters and the Andaman and Nicobar Islands Administration issued

59.40 lakh passports and rendered 3.14 lakh passport-related miscellaneous

services (including Police Clearance Certificates). 180 Indian Missions/Posts

abroad issued 11.35 lakh passports and other passport-related services.

It was a historic and transformational year. The highlight of the year

was the successful implementation of the Cabinet-mandated Passport Seva

Project which was undertaken to comprehensively overhaul passport

issuance and delivery system. The Project, which was launched in a pilot

mode in May 2010 in Bangalore, reached its goal of complete project

execution in June 2012 when the 77th Passport Seva Kendra in Delhi was

unveiled for public service. 77 PSKs are functioning as extended arms of

existing Passport Offices and have substantially enhanced the country-wide

network of Passport services outlets. The project's timely completion-from

the pilot phase to the complete rollout in two years- has set a new

benchmark for successful project implementation in the country. The Project

is showing the way how IT enablement in Government sector can bring in

efficiency in public service delivery and good governance.

Some of the other important steps to make the passport issuance

system simpler, speedier and secure included strengthening of the public

grievance redress system, setting up of a multilingual call centre operating

round-the-clock, revamping of portal, holding of Passport Melas & Adalats to

reach out to the people, timely disposal of appeal cases, improvement in

physical infrastructure in Passport Offices and introduction of new security

features in passport booklets.

It was also a rewarding year: the project bagged the CSI-Nihilent

Award of Excellence for 2011-12. CSI-Nihilent e-Governance Awards are the

oldest and most coveted e-Governance Awards conferred by the Computer

Society of India, which is the largest association of IT professionals in the

country with over 90,000 members. We have proudly featured this as the

cover story.

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Passport Patrika October - December 2012 3

IN THIS ISSUE

Passport Services in the year 2012: A year-end review.…...…….........................…………...……...04

Cover Story……………….……..……………....…..……………........………………….………....16

- PSP wins CSI – Nihilent Award of Excellence for 2011 – 2012 .….……….........………………………....16

Snippets...………..…………………………………...…………………………………………..…..18

- Shri Salman Khurshid appointed as the new External Affairs Minister………......……....…………...18

- PSP participation in eIndia 2012 and eGov Knowledge Exchange Forum 2012.....……….......……18

- Training of Police Officials at Trichy……….……………........……..………………….……………………..……..18

- Passport Melas – Visakhapatnam & Malappuram ....……………....…………..………………………………18

- Passport Lok Adalat at RPO Amritsar...……………………..…..………….....……….……………………..……..19

- Media Roadshow at Ameerpet PSK (Hyderabad)……...…..……....…………….……………………..……..19

- Passport Grievance Adalat in Malappuram…………….………………......………………………………..……19

- PSP participation in India Telecom 2012……………………..……..……......……….……………………..….…19

Media & Public Outreach..…………………………………………………………….……….…..20

Voice of people..…………………………………………….....………………………….…….…….22

- Citizen Feedback…………………………………………………….………………….......………………………………...22

- Citizen Speak……………………………………………………………………………………........………………………...22

Employees Corner…...……………………………………………….....…………….……………..24

- Appointments, Promotions & Retirements……….………………………………….....…………………….....24

Passport Services in 2012 – Snapshot……………………………………........………………….…26

Diwali Celebrations across PSKs ………………………………………...................................……27

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Consular, Passport and Visa Services

Passport Services

Increasing Demand for Passports

Central Passport Organization

Successful Implementation of Passport Seva Project

The Consular, Passport and Visa (CPV) Division of the Ministry provides passport services through Central

Passport Organization (CPO) and its network of Passport Offices and Passport Seva Kendras; and consular, visa

and passport services to overseas Indians/foreign nationals through the Indian Missions and Posts abroad.

Indian passports are issued by the Ministry of External Affairs through a network of 37 Passport Offices, CPV

Division (only Diplomatic and Official passports) and the Office of the Chief Secretary of Andaman and Nicobar

Islands. This network has been expanded by adding 77 Passport Seva Kendras as extended arms of Passport

Offices. For Indians living abroad, passport and other miscellaneous services are rendered by 180 Indian

Missions/Posts. All Passport Offices issue machine-readable passports as per the guidelines laid down by the

International Civil Aviation Organization.

Over the last decade, there has been considerable expansion in the number of services rendered by Passport

Offices. During January-December 2012, the 37 Passport Offices, Headquarters and the Office of the Chief

Secretary of Andaman and Nicobar Islands issued 59.40 lakh passports (inclusive of 2301 Diplomatic passports

and 22010 Official passports) and rendered 3.14 lakh passport-related miscellaneous services including Police

Clearance Certificates. 180 Indian Missions/Posts abroad issued 11.35 lakh passports and other passport

related miscellaneous services. Thus, the Government of India, in total, rendered 73.89 lakh passport services.

The total revenue generated from all passport services in 2012-13 (April – December 2012), which was

estimated to be Rs. 1200 crore during the whole financial year, was Rs.884.69 crore. An amount of Rs. 559.72

crore was allocated to Central Passport Organization in the financial year 2012-13.

The Central Passport Organization was created in 1959 as a subordinate office of the Ministry and is headed by

Joint Secretary and Chief Passport Officer, who also acts as Appellate Authority under the Passports Act 1967

and the Head of Department under the Delegation of Financial Powers Rules 1978. The total strength of the

Central Passport Organization Cadre was 2697 as on 31st December 2012. The Ministry has taken several steps

to improve the service conditions of the CPO personnel by re-structuring of the cadre, faster promotion and

introduction of productivity–linked incentive scheme. In total, 6 DPCs were held in 2012 for promotion from

Assistant to Superintendent, LDC to UDC, UDC to Assistant, DPO to PO and Superintendent to PGO.

The Ministry has been taking a number of measures to make the passport issuance system simpler and

speedier for the comfort and convenience of the public. Despite extensive computerization, opening of new

Passport Offices and reforms in the Central Passport Organization, a need was felt for change in the existing

system due to rapidly growing volume of passport seekers. Following a study by the National Institute for Smart

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Government (NISG) and with the approval of the Union Cabinet in September 2007, the Ministry embarked on

Passport Seva Project (PSP), an ambitious Mission Mode Project undertaken on Public-Private Partnership basis

as part of the National e-Governance Plan. The Project runs on the Build-Own-Operate-Transfer model wherein

the initial investments are by the private partner. There is minimal investment from the Government. The

Project aims at delivering all passport related services to the citizens in a timely, transparent, more accessible

and reliable manner. The Project inter alia envisaged setting up of 77 Passport Seva Kendras (PSKs) across the

country, setting up of a multi-lingual Call Centre operating 24X7 and a centralized nationwide computerized

system for the issuance of passports.

The pilot project was launched at four PSKs in Karnataka

in May 2010. Subsequently, three more pilot PSKs were

launched in Chandigarh, Ludhiana and Ambala in August

2010. Following requisite certification by the Third Party

Audit Agency - Standards, Testing & Quality Certification

(STQC), an organization under the Department of

Information Technology - in January 2011, a roll-out plan

was firmed up jointly by the Ministry and the Service

Provider. By 14th June, 2012 all the 77 PSKs were set up

and operationalized in the country, when the 77th PSK at

RPO, Delhi was unveiled for public service. The project's

timely completion- from the pilot phase to the complete

rollout in 2 years- has set a new benchmark for successful

project implementation. The STQC Directorate issued Compliance Verification Report on 12th June 2012 after a

rigorous verification process and awarded the requisite Go-Live certification. This is a significant milestone for

the project as it marks the completion of project implementation and commencement of the Operations &

Maintenance phase. More than 64.73 lakh passport applications have been processed under the new system as

on 31.12.2012. The Project was adjudged as the best e-Governance Project of the Government of India

undertaken during 2011-12 by the Computer Society of India.

The entire process is online and streamlined including interface with the Indian police for verification of

personal particulars of applicants and with India Post for tracking delivery of passports. The Passport Portal

(www.passportindia.gov.in) provides comprehensive and latest information on passport services as well as

status of an application, thus enabling anytime-anywhere access. An e-mail based helpdesk facility and a 24x7

call centre has been set up to provide requisite information to citizens in 17 vernacular languages. For assistance

one can call toll-free helpline 1800-258-1800.

The basic design involves performance of all non-sovereign, non-security and non-sensitive functions by the

Service Provider, M/s Tata Consultancy Services while the Government functionaries retain all critical roles and

responsibilities. The benefits to the citizens are service provisioning within defined service levels, closer and

larger number of access points for services, availability of a portfolio of on-line services with real-time status

tracking and enquiry and an effective system of grievance redressal and strict adherence to 'First In-First Out'

principle in rendering of services.

PSK Lal Bagh (Bangalore)

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Other Measures to improve Passport Services

(a) Public Grievance Redressal Mechanism

(b) Right to Information Act (RTI)

The CPV Division of the Ministry has been listed as one of the pilot units chosen by the Department of

Administrative Reforms and Public Grievances (DARPG), for the implementation of Quality Management System

(QMS) Sevottam-a pilot project of Government of India for improving public service delivery in all Government

offices. A Public Grievance Redressal Cell (PGRC) has been established in CPV Division under the supervision of

the Joint Secretary (Passport Seva Project) and Chief Passport Officer. It deals with grievances recieved through

telephone, e-mail and post, as also references from various Government offices such as President's Secretariat,

Prime Minister's Office, Central Vigilance Commission and Parliament Secretariat. In addition, all Passport

Offices handle public grievances through the Centralized Public Grievance Redress and Monitoring System

(CPGRAM) website of the Ministry of Personnel, Public Grievances and Pensions, in which 5402 grievances were

recieved during the year 2012, out of which 2,253 cases have been disposed of. The latest position on their

applications, alongwith directions for further action, is posted on this website, which can be easily accessed by

the public for its benefit. In total, 46,878 public grievance petitions were received by the CPV Division in 2012

(including CPGRAM) out of which 42,295 have been disposed of.

The names, addresses and phone number of the Public Grievance Officer are also installed in the Passport

Offices. The Complaint/Suggestion Boxes are also installed on the strategic locations in the Passport Offices.

There is a Public Grievance redressal mechanism in all Passport offices to enquire into and redress any

complaints from citizens in a timeframe. Information and

Facilitation counters, PG cell and Help desks have been set

u p t o a s s i s t a p p l i c a n t s a n d t o a t t e n d t o

grievances/complaints expeditiously.

Apart from this, as part of Passport Seva Project (PSP)

implementation, a National Call centre has been set up,

operating in 17 Indian languages to cater to dissemination

of information about various services, grievances

handling, and citizens feedback, which at present works

on a central system platform. Also a helpdesk has been set

up which can be accessed by citizens through the

passportindia.gov.in portal and where suggestions and

grievances can be sent and also watch its status online. The PSP call centre and helpdesk cater to various

services-information dissemination, grievances handling, and citizen feedback. Citizen dial toll free number

1800-258-1800 to reach these call centers. The call centre operates on 24x7 basis. It presently handles approx.

18,000 calls per day (out of which 42% are in Hindi and 29% in English).

A Central Public Information Officer and Assistant Public Information Officer have been appointed in every

Passport office to provide information to applicants under the RTI Act. A Central Public Information Officer has

also been appointed in the CPV Division. Joint Secretary (PSP) & CPO is the First Appellate Authority in respect

Passport Patrika | October - December 2012

Hyderabad Call Center Snapshot

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of all Passport Offices and also for the CPV Division. A total of 1,196 RTI applications and 1,009 appeals were

received and disposed of by the Division during the year 2012.

The website of CPV Division http://passport.gov.in, which

was established in 1999, has been phased out after the

operationalization of PSP. A new online portal

passportindia.gov.in has been created to offer passport

services, giving comprehensive and latest information on

passport services, appointment procedure, documentation,

status enquiry and other related issues, thus enabling

anytime-anywhere access. This portal is being updated

regularly to make it more users friendly and simpler.

Out of 37 Passport offices, 16 are operating from own buildings, 4 are running from GOI buildings and

remaining 17 are operating from rented buildings. In line with the policy of the Ministry to shift all Passport

Offices to own buildings, efforts are being made to acquire plot of land to construct state-of-art buildings.

Ministry has so far acquired plots of land at nine places viz. Srinagar, Amritsar, Jalandhar, Dehradun, Surat,

Mumbai, Pune, Bhopal and Guwahati. In the remaining 8 places, Passport Officers have been advised to contact

State Governments for allotment of plots of land on priority. The construction of new PO building and 22 staff

residences at Surat is complete and at Mumbai it is nearing completion. Passport Office, Ranchi which was

functioning under severe space constraints shifted to a spacious and swanky office in a private building during

this year.

For 150 Missions/Posts abroad and Office of Assistant Secretary (Passport), Andaman & Nicobar Islands, Port

Blair, Machine Readable Passports (MRP) are printed at Central Indian Passport Printing System (CIPPS) of the

CPV Division, New Delhi. CIPPS printed 1, 08,073 passports in 2012.

(c) Passport India Portal

(d) Physical Infrastructure

(e) Machine Readable Passports

PSP Portal

Model of Proposed Passport Bhavan in Srinagar Front Elevation of Residential Quarters in Surat

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(f) New security features in passport booklets

(g) E-Passports

In order to obviate the problems of smudging of photographs and data and to improve the quality, functionality

and security of Indian passports, various measures viz. shifting of data page in passport booklets to page no. 2 and from last page to page no. 35, signature & seal of PIA at cover page-facing page 1, inclusion of “Ghost Image” with personal data of the passport holder at data page have been introduced. ISP, Nashik has started printing “2012 series booklets” with these new features.

In accordance with ICAO guidelines to incorporate biometric data in the Machine Readable Travel Documents,

India has also decided to upgrade its existing passports to electronic category of e-passports. The issuance of e-passports (also known as bio-metric passports), was launched by the President of India Smt. Pratibha Devisingh Patil on 25th June, 2008 under Diplomatic and Official passports category as part of a pilot project. The e-passports provide greater protection against fraudulent misuse and tampering besides provides high level of security to passports. These e-passports also prevent holding multiple passports and facilitate tracking of wanted individuals.

Based on the experience gained through pilot phase of issuance of e-passports in the diplomatic and official categories, Ministry decided to introduce e-passports for ordinary category as well. Accordingly, a global PQB notice for procuring inlays for contact less chips for production of e-passports was published by ISP, Nashik in March 2009. The evaluation of global PQB applications for procurement of ICAO compliant electronic contact less inlays along with its operating systems for manufacture of e-passports by the India Security Press Nashik is still under process. 301 e-official and 661 e-diplomatic passports were issued by the Ministry in the year 2012.

(h) International Civil Aviation Organization (ICAO)

India served as a member of the Technical Advisory Group (TAG) on Machine Readable Travel Documents

(MRTD) Panel in the International Civil Aviation Organization (ICAO) and has implemented the ICAO guidelines on Machine Readable Travel Documents. The ICAO, in terms of Document 9303 as the central reference, has established ICAO Public Key Directory (PKD), on cost sharing basis, to promote a globally inter-operable e-passport validation scheme for electronic travel documents to support ICAO's strategic objectives to improve civil aviation security. The ICAO PKD central platform manages world-wide exchange of certificates to validate electronic signature of data contained in the chip of e-passports and other MRTDs. As more and more States introduce e-passports, the PKD infrastructure strives to ensure that the exchange process between States

Passport sample showing 'ghost image'

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remains reliable, fast and simple. The PKD Board members are nominated by PKD participating countries and appointed by the ICAO Council. India was admitted to ICAO PKD in February 2009. During 2012, India was represented at the 16th Meeting of the PKD Board in Windsor by Shri Basant K. Gupta, Additional Secretary (CPV) and Shri S. K. Sinha, Senior Technical Director, NIC. Shri Gupta also represented India at the 21st TAG-MRTD Meeting held in Montreal.

Passport Offices held Passport Adalats regularly to redress the grievances of passport applicants. These

Adalats have been very useful in disposing of old cases.

A special camp for Haj applicants was organized at Thanjavur PSK on 24th March 2012. About 170 applications

were processed on the day. A Haj Mela was organized at RPO, Bangalore from 16th January 2012 to 13th April 2012. A total of 9100 appointments were dedicated to Haj applicants at the 4 PSKs in Karnataka. A special camp for Haj aspirants was organized at Chennai Saligramam PSK on two consecutive Saturdays on 24th March and 31st March 2012. A total of 890 applications were processed.

Beginning 2012, the Haj Committee of India has made it mandatory to provide passport details along with the application from a prospective Haj applicant. In spite of paucity of time, as per Haj Committee figures, it received 3, 07,000 Haj applications with valid passports against the allocated Haj quota of 1, 25,000.

The CPV Division is bringing out a quarterly bulletin “Passport Patrika”, containing information on various

passport related issues. Media road shows were organized in Hyderabad on 19 July 2012, Panaji on 3 August 2012, Lucknow on 8 August 2012 and Kolkata on 21 August 2012, whereby media was briefed on improvements in delivery of passport services.

(i) Passport Adalats

(j) Haj pilgrims: Special Drive

(k) Public outreach

Passport Officer, Trichy interacting with citizens during Haj Mela

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(l) Revision in Passport fees

Parliamentary Committees' visit to RPOs/ PSKs

In exercise of the powers conferred by the Passport Act, 1967, the Central Government has decided to revise

Passport and related service fees with effect from 1st October 2012. The current fees were last fixed on 29.03.2002. The enhanced revenue will be used for further expanding passport service network, upgrading technical infrastructure and improving public service delivery.

(a) The Standing Committee on External Affairs led by Shri Ananth Kumar made a visit to PSK Lal Bagh, Bangalore, PSK Malad, Mumbai and Ahmedabad PSK2 (Vijay Cross Road) during the period 1st March to 5th March 2012. They reviewed the PSK operations in terms of services to the citizens and expressed satisfaction at the progress made by PSP over the last one year.

Parliamentary Standing Committee members

at PSK Mumbai-MaladParliamentary Standing Committee interacting with

citizens of PSK Ahmedabad

Parliamentary Standing Committee during the

Process Walkthrough at PSK Bangalore

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(b) In view of the Parliamentary Standing Committee on External Affairs' recommendations in its 11th report regarding organizing refresher session on dealing with general public on Consular, Passport & Visa matters for officers at all levels, a module on delivery of effective Consular services to Indian citizens abroad, was held at Foreign Service Institute on 23rd May 2012, which was addressed by Shri H.K. Dua, Hon'ble Member of Standing Committee on External Affairs, Foreign Secretary and other senior officers.

(c) The Parliamentary Committee on Subordinate Legislation of Lok Sabha made a study visit to RPO, Coimbatore on 27th June 2012 with reference to Rules and Regulations framed under Passport Act 1967.

(d) On 10th July, 2012, the Estimates Committee led by Shri Francisco Sardinha, Hon'ble MP and Chairman visited PSK Lucknow.

Parliamentary Committee with MEA and RPO officials

Group Meet during Estimates Committee Visit - Lucknow

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(e) On 3rd August, 2012, the Chairman of the Estimates Committee Shri Francisco Sardinha, Hon'ble MP along with Shri Shantaram Naik, MP and Shri Shripad Naik, MP visited RPO, Panaji. The delegation was given a detailed walk-through of the PSK operations.

(f) The Committee of Parliament on Official language made visits to RPO, Surat on 12th June 2012, RPO, Jammu on 9th July, 2012 and to RPO, Chennai on 4th January, 2013 with another meeting to be held at RPO, Jaipur on 2nd February, 2013. (g) On 10th January, 2013, the Chairman of the Estimates Committee Shri Francisco Sardinha, along with 9 MPs, visited RPO, Panaji. The delegation reviewed the progress of Passport Seva project and the functioning of RPO, Panaji.

(h) On 16th January, 2013, Parliamentary Standing Committee on External Affairs led by Hon'ble Shri Ananth Kumar, Chairman, held discussions with senior officials of CPV Division led by Shri Ranjan Mathai, Foreign Secretary, on the subject ”Passport Seva Project - Targets and Achievements”.

(a) 13 PSKs in Kerala were inaugurated on 2nd April 2012 by Shri S.M.Krishna, EAM, in the presence of Shri Oommen Chandy, CM, Kerala, MOS (EA) and other dignitaries.

(b) With the view to address difficulties faced by citizens in obtaining appointments and to meet increased demand for passport services during summer, Passport Melas were organized from time to time by 24 Passport Offices since 23rd June 2012. Several Passport Offices and Seva Kendra's (in total 40) were kept open during the weekend.

In the year 2012, 33,584 passport applications were received during Passport Melas, out of which nearly 26,000 passport services have been rendered.

Important Events and Developments

External Affairs Minister Shri S.M. Krishna and Kerala Chief Minister

Shri Oommen Chandy unveiling 13 Kerala PSKs

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Bangalore Bangalore RPO

Chennai RPO

6,265

401

362

Lalbagh PSK, Sai Arcade PSK, Mangalore PSK, Hubli PSK

Ahmedabad 1 PSK & Vadodara PSK

Amritsar PSK

Ahmedabad

Amritsar

Locations Passport Seva Kendra (PSK) RPOApplicationsCollected

Passport Mela Brief

Chandigarh

Chennai

Ambala PSK

Vadapalani PSK, Navin PSK, Thambaram PSK

84

1,254

Cochin

Coimbatore

Thrissur PSK, Alappuzha PSK, Kottayyam PSKCochin PSK, Aluva PSK

Cochin RPO

Coimbatore RPO

352

571

Delhi

Hyderabad

Ghaziabad

ITO PSK, Gurgaon PSK, Shalimar Place PSK &Bhikaji Cama Place PSK

Begumpet PSK, Ameerpet PSK, Tolichowki PSK,Vijawada PSK, Nizamabad PSK, Tirupati PSK

Ghaziabad PSK Ghaziabad RPO

Hyderabad RPO

4,954

2,454

144

Goa Panaji PSK 124

Jaipur Jaipur PSK, Jodhpur PSK, Sikar PSK 827

Kolkata

Lucknow

Madurai

Behrampore PSK, Kolkata PSK

Kanpur PSK, Gorakhpur PSK

Madurai PSK Madurai RPO

Kolkata RPO 1,589

59

120

KozhikodeKozhikode 1 PSK, Vadakara PSK

Payyanur PSK, Kannur 1 PSK207

Malappuram

Nagpur

Patna

Pune

Surat

Trichy

Malappuram PSK

Nagpur PSK

Patna RPOPatna PSK

Pune PSK

Surat PSK

Trichy PSK, Thanjavur PSK

Pune RPO

1,700

10

213

56

242

600

Trivandrum

Visakhapatnam Visakhapatnam PSK Visakhapatnam RPO

Kollam PSK, Vazhuthacaud PSK,Neyyattinkara PSK

48

10,893

PASSPORT SERVICES IN 2012: A YEAR-END REVIEW

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Visas

(a) Visa Issuance by Missions/Posts abroad

(b) Visa Issuance by CPV Division

(c) Outsourcing of Visa/Consular/Passport Work by Indian Missions/Posts

(d) Visa-Waiver Agreements

The Indian Missions/Posts abroad issue 5 million visas approximately every year. The procedure for grant of

visas by Missions/Posts has been further simplified, which includes computerization of the issuance system and

outsourcing of visa services, which commenced in 2006. At present the visa work has been outsourced in 68

Missions/Posts abroad.

In order to enhance the security environment of the visa issuance system, MEA has decided to introduce

biometric enrolment procedure (ten fingerprint & facial biometrics) for foreigners seeking visa to visit India. This

is a joint project of MHA, NIC and MEA with MHA being the nodal authority and MEA as the implementing

authority in Indian Missions/Posts abroad. MEA issued detailed instructions on this project to all Indian

Missions/Posts abroad in May 2012. The implementation of this entire scheme is expected to be completed by

2014. The introduction of biometric procedures is related to implementation of IVFRT (Immigration, Visa and

Foreigners Registration & Tracking) system in Indian Missions/Posts abroad, which is being done by MHA in

collaboration with NIC. At present, IVFRT scheme (without biometrics) has been introduced in 108 Indian

Missions/Posts abroad. The implementation of IVFRT scheme along with enrollment of biometric procedures

would further enhance the security aspects of visa issuance besides facilitating movement of genuine foreign

visitors to India.

The CPV Division issued 7,190 visas to foreign diplomatic and official passport holders in the year 2012. The

CPV Division also issued 13,665 notes verbale for visas for Indian Government officials going to join Indian

Missions/Posts on transfer and official engagements in 2012.

MEA introduced outsourcing of visa services in Indian Missions/Posts abroad during 2006-07. Subsequently,

passport and consular services were also outsourced. As on now, 68 Indian Missions/Posts abroad have

outsourced passport/visa/consular services and collection work upto 31.12.2012 (out of which 18

Missions/Posts have outsourced all 3 categories, 36 Missions/Posts only visa services, 9 Missions/Posts only visa

and passports services, 4 Missions/Posts only visa and consular services and only 1 Mission passport and

consular services).

The basic objective of outsourcing is to facilitate prompt and effective services to public, besides reducing

number of visitors to Missions/Posts, thus enhancing securing environment. The security aspects of these

services are fully protected as only peripheral work is being entrusted to outsourcing agencies. The sensitive

work, policy issues including final decision for approval/rejection lies with India based officers. Also, as per new

policy introduced in October 2011, only Indian companies with or without a local partner of Indian or foreign

origin are eligible to take part in the tender process, thereby further enhancing the security aspects of

outsourcing system.

India has visa waiver agreements with 52 countries by which diplomatic/official passport holders are exempted

from the requirements of visas. In the year 2012, no visa exemption agreement was signed with any country.

PASSPORT SERVICES IN 2012: A YEAR-END REVIEW

Page 15: Passport Patrika | October  - December 2012

15 Passport Patrika | October - December 2012

Consular Matters

(a) Launch of Apostille Convention Project

(b) Outsourcing of attestation services

(c) Extradition Cases and Legal Assistance

The Attestation Cell in the CPV Division of the Ministry has been providing attestation services for

authentication of educational and personal documents of individuals for use in countries abroad. Apart from

this, Indian business establishments also need commercial documents attested by MEA for export as well as for

other business ventures abroad. During the year 2012, 3,07,672 personal and educational documents and

1,86,926 commercial documents were attested by the Ministry including the Branch Secretariats (Chennai,

Guwahati, Hyderabad and Kolkata).

In addition to the general attestation, Apostille certification is also being performed by the Attestation Cell with

effect from August 2007 for those going to the Apostille member countries. Apostille stickers are affixed on the

documents and a fee of Rs. 50/- by way of Postal Order is charged for this service. During the year 2012, 2,61,749

documents were apostilled for use abroad in the Apostille member countries. The attestation of consular

documents is also done by Indian Missions/Posts for Indian citizens living abroad.

There was constant increase in number of applicants approaching CPV Division for attestation of their

documents. Many times, this has led to unruly behaviour from public with local agents/touts also joining. The

security provided proved inadequate with no proper mechanism of security checks at the entry point or inside

the premises. This put the entire Division vulnerable from the security point of view. In view of this, Ministry

outsourced the work relating to collection/delivery of documents for attestation to five companies. An

agreement was signed between the Ministry of External Affairs and these five companies on 16th July, 2012 for

two years.

The Ministry has been pursuing actively with various countries for negotiating bilateral agreements to

provide a legal and institutional framework to combat international terrorism, organized crime including

financial frauds and drugs trafficking. These consular agreements include Treaties on Extradition, Mutual Legal

Assistance in Criminal Matters, Mutual Legal Assistance in Civil and Commercial Matters and Transfer of

Sentenced Prisoners.

During the year, a Thai delegation visited New Delhi from 10th September to 12th September, 2012 to negotiate

an Extradition Treaty between the Republic of India and the Kingdom of Thailand.

In 2012, Government of India received six requests for extradition from various countries, Bangladesh (1),

United Kingdom (1), United States of America (4) and request for local prosecution in respect of 89 Indian

nationals from countries like Saudi Arabia (4) and United Arab Emirates (85). The Government of India made 13

requests for extradition to Government of Bangladesh (1), Saudi Arabia (2), South Africa (1), Thailand (2), United

Arab Emirates (1), United Kingdom (3) and United States of America (3). Further, one person has been extradited

to the United States of America and two persons to Australia. One each has been extradited from Germany and

Saudi Arabia respectively.

PASSPORT SERVICES IN 2012: A YEAR-END REVIEW

Page 16: Passport Patrika | October  - December 2012

COVER STORY

16 Passport Patrika | 2012October - December

Muktesh Pardeshi, JS (PSP) & CPO receiving CSI-Nihilent e-Governance Award 2011-12 of Excellence

The Computer Society of India (CSI) adjudged Passport Seva Project (PSP) as the most significant e-

Governance initiative of the Government of India undertaken during 2011-12. The final selection for the award

was done after a multi-stage evaluation, which included field visits to Passport Seva Kendras. The award is a clear

recognition that enhanced usage of ICT as envisioned in the Passport Seva Project has brought about

transformation in the functioning of the Passport Offices and delivery of public service to citizens. Held for the

tenth successive year, the awards were announced at a grand function held as part of the 47th Annual

Convention of CSI at Kolkata on 02 December 2012.

The Computer Society of India is the largest association of IT professionals in India. It joined hands with

Nihilent Technologies in the year 2002 to institute CSI-Nihilent e-Governance Awards for recognizing successful

efforts in application of ICT for good governance at the project, district, department, State/ Central level. The

Awards nominations go through a multistage short listing and uses well established AHP model for scoring apart

from field level validation of data presented & presentations by 'Finalists'.

About CSI-Nihilent e-Governance Awards 2011-12:

Passport Seva Project wins the 'Award of Excellence' in Project Category (G2C)' at the CSI-Nihilent e-Governance Awards 2011-12

Page 17: Passport Patrika | October  - December 2012

COVER STORY

17 Passport Patrika | October - December 2012

Glimpse of CSI - Nihilent Award Souvenir & Certificate

PSP features as a case study in the book 'Inclusive Growth through e-Governance'

Page 18: Passport Patrika | October  - December 2012

SNIPPETS

18 Passport Patrika | October - December 2012

Training of Police Officials at Trichy

On 20 November 2012, a training session was

conducted for the police officials on passport

reforms and the latest field verification

procedures. The training was chaired by Shri A

Alexander Mohan, I.P.S., Inspector General of

Police, Central Zone, Tamil Nadu. Senior police

official's viz., Deputy Inspector General, Thanjavur

Range, Superintendent of Police, Thanjavur and

Nagapattinam, Deputy Superintendents of Police,

Inspectors and 60 newly recruited Sub-inspectors

of three districts participated in this training. Key

elements discussed in meeting were accuracy of

reports, speedy verification and transparency in

procedures.

Shri Salman Khurshid appointed as the

new External Affairs Minister

On 28 October 2012, Shri Salman Khurshid

took over as new External Affairs Minister in place

of the Shri S M Krishna. Shri Khurshid is a well

known educationist, social reformer and political

thinker having a powerful emerging presence in

the Indian political scenario. He has been elected

from Farrukhabad Lok Sabha constituency in the

General Election of 2009. Prior to this, he was

elected to the 10th Lok Sabha (1991–1996) from

the same constituency. He became the Union

Deputy Minister of Commerce in June 1991 and

later served as the Minister of State for External

Affairs (January 1993 - June 1996). He started his

political career in 1981 as an Officer on Special

Duty in the Prime Minister's Office (PMO) under

the prime ministership of Indira Gandhi.

Shri Salman Khurshid takes over charge fromShri S.M. Krishna as the External Affairs Minister in South

Block in the presence of MoS for External Affairs,Shrimati Preneet Kaur

Police officials during training at Trichy

PSP participation in eIndia 2012 and eGov

Knowledge Exchange Forum 2012

On 15 November 2012 and 14 December 2012,

Shri Muktesh Pardeshi, JS (PSP) & CPO addressed

eIndia 2012 and eGov Knowledge Exchange Forum

2012 respectively on PSP experience and its key

benefits to citizens.

Passport Melas - Visakhapatnam &

Malappuram

On 07 November 2012 and 10 November 2012,

Passport Melas were organized at Visakhapatnam

PSK & Malappuram PSK respectively. Based on the

response, the Passport Mela was extended till 20

November 2012. Melas at Visakhapatnam PSK &

Malappuram PSK witnessed total application

collection of 10000 + and 600+ respectively.

Page 19: Passport Patrika | October  - December 2012

Passport Grievance Adalat in Malappuram

On 24 November 2012, Passport Grievance

Adalat was organized at Malappuram Town Hall.

Shri E Ahamed, Minister of State for External

Affairs, Shri BK Gupta, Additional Secretary (CPV)

and Passport Officers from Trivandrum, Kozhikode

& Cochin participated in this meet. During the

meet complaints were accepted from citizens

against whom criminal charges have been

registered by Kozhikode Airport Police for

passport tampering cases.

Passport Lok Adalat at RPO Amritsar

On 15 December 2012, RPO Amritsar held

Passport Lok Adalat in order to clear pending

passport applications from the legacy system

(NIC). On that day, 600 cases were settled which

were mostly Lost/ Damaged/ Deportee cases.

Shri J.S. Sodhi, RPO Amritsar during thePassport Lok Adalat at RPO Amritsar

Shri Muktesh Pardeshi, JS (PSP) & CPO & Dr. K Srikar Reddy,RPO Hyderabad addressing media roadshow in Hyderabad

Shri Kapil Sibal, Hon'ble Minister for Communication andInformation Technology inaugurating DeitY stall

Shri E Ahamed, Minister of State for External Affairs,Shri BK Gupta, Additional Secretary (CPV) interacting

with citizens during the Passport Grievance Adalat

Media Roadshow at Ameerpet PSK

(Hyderabad)

On 15 November 2012, Shri Muktesh Pardeshi,

JS (PSP) & CPO and Dr. K Srikar Reddy, RPO

Hyderabad addressed a media roadshow in

Hyderabad. During the roadshow, the local

media was briefed on Government's efforts to do

away with menace of duplicate passports. Media

was also informed about proposed 15 Mini-PSKs

of which two were earlier opened at Gulbarga

and Mizoram while two are under process at

Karimnagar and Bhimavaram in West Godavari

district of Andhra Pradesh.

PSP participation in India Telecom 2012

India Telecom 2012 Exhibition and Conference

was organized by DoT and FICCI in association with

industry bodies. This year's edition was held in

Delhi from 13-15 December 2012. For the first

time, Passport Seva Project (PSP) was one of the

exhibitors as part of eGovernance projects in the

DeitY stall. PSP booth showcased innovative use of

ICT in PSKs & its key benefits.

SNIPPETS

Passport Patrika | October - December 2012

Page 20: Passport Patrika | October  - December 2012

MEDIA & PUBLIC OUTREACH

Passport Patrika | October - December 2012

Page 21: Passport Patrika | October  - December 2012

The Telegraph, December 2012

Bureaucracy Today, November 2012

21 Passport Patrika | October - December 2012

MEDIA & PUBLIC OUTREACH

The Hindu, October 2012

TelecomLIVE, November 2012

The Goan, November 2012

Page 22: Passport Patrika | October  - December 2012

Average of 99.75 % Citizen Satisfaction level overall for all PSKs.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Cleanliness and

Ambience

Courtesy Efficiency Overall

Experience

Excellent Good Poor

VOICE OF THE PEOPLE

PSK-wise Overall Citizen Satisfaction Index

22 Passport Patrika | October - December 2012

VIP FeedbackThis is a world class service centre. Congratulations to the passport office team and TCS Team.

Sridhar Ramamurthy, CFO, Hindustan Unilever Limited (HUL)Extremely well trained ,disciplined personal on all counters .pleasant experience.

Amrita Ranjan, Addl. Commissioner of Income Tax

Citizen's Comments - Appreciative/PositiveYou have taken care of everything in a true practice from the guard at the gate to the exit, everyone seems to share and own the vision.

Anurag Sangal, Dehradun Service comparable to countries like USA, UK. Good improvement in the last 10yrs to my experience.

Seshadri Karur Varadharajan Seshadri, Chennai 1

Citizen's Comments - Scope for ImprovementApart from calling people to state capital for making passport the technical passport seva kendra should beopened at district level.

Saurabh Jain, Bhopal(Note: Based on similar feedback very soon PSLKs are going to be established)

Please Provide drinking water & washrooms etc services for relatives outside the PSKs. Sirajuddin Khatib, Nashik(Note: Based on similar feedback basic amenities has been arranged at some of PSKs)

(October 2012 - December 2012)

Citizen Feedback

In the passport Seva Project, various channels

used for feedback collection are as follows :

a) Feedback forms filled at PSKs

b) Touch screen facility installed at select PSKs

c) E-mails received at PSP Helpdesk

d) Online through the Passport Seva Portal

e) Call Centre

Collection of feedback is done on the following

four parameters:

a) Cleanliness and ambience

b) Courtesy

c) Efficiency / service delivery

d) Overall Experience

This section presents citizen satisfaction gathered

over 11 Lac+ citizens during October 2012 -

December 2012.

Page 23: Passport Patrika | October  - December 2012

23 Passport Patrika | October - December 2012

VOICE OF THE PEOPLE

Page 24: Passport Patrika | October  - December 2012

EMPLOYEES CORNER

DPCs held during the period

S.No. Name of DPC DPC held on Approved for promotion

1. DPC for MACP Scheme 26.11.2012 26

S.No.

S.No.

Name

Name

Station Date of joining

Date of joining

1.

1.

2.

3.

4.

5.

6.

8.

7.

Shri M S Salil

Shri R P Dutta

DPO

APO (CIPPS & Hindi)

DPO

DPO

APO

APO

APO

DPO

DPO

Shri Syed Ali Sabeer

Shri Harminder Singh Gill

Shri Piyush Kumar

Shri Dhanajay Sharma

Shri Ravi Prakash Dewa

Shri Vijay Shankar Pandey

Shri Anil Kumar

PO, Panaji

Hyderabad

PO, JalandharPatna

Ghaziabad

Patna

PO, Dehradun

Ghaziabad

05.11.2012

02.11.2012

17.11.2012

26.11.2012

03.12.2012

04.12.2012

10.12.2012

17.12.2012

13.12.2012

List of officers who have joined on deputation

List of officers who have joined in CPV Division

Post

Designation

S.No. Name Post Date of relinquishment Station1.

2.

Shri VSDL Surendra

Shri Parneet Singh

DPO

PO

20.10.2012

31.12.2012

Vis'patnam

Jalandhar

Deputationist who have relinquished the charge

S.No. Name Postheld

Date of birth

Date of Retirement

Station from

1. Shri Sunil Kumar UDC 10.01.1976 01.10.2012(Resigned) Delhi2. Shri Samir Ghosh OA 01.12.1972 08.10.2012 (Expired) Kolkata3.4.5.6.7.8.9.

10.11.12.13.

18.

Shri Navneet MishraShri Vishal KumarShri Rajinder PalShrimati B SathyabhamaShri V SundararamanShri A K SapraShrimati S VisalakshiShrimati N P KenyShrimati N V SarammaShri R RadhakrishnanShri D K Kadu

Shrimati Rahael Kurain

LDCLDC

PGOPGODPOAPOSupdt.POAPOSupdt.PGO

APO

01.07.1984

10.10.195214.10.195215.10.195217.10.195222.10.195223.10.195229.10.195229.10.195204.10.1952

02.11.1952

Resigned15.10.2012 (Resigned)31.10.201231.10.201231.10.201231.10.201231.10.201231.10.201231.10.201231.10.201231.10.2012

30.11.2012

PuneAmritsar

CochinChandigarh

MaduraiChandigarhChennaiNagpurCochinTrichyMumbai

Trichy

List of officers retired/ availed VRS from service w.e.f. October 2012- December 2012

14.

19.

15.

20.

16.

21.

17.

22.

Shri Brahmmananda Dalei

Shrimati P J Mane

Shri Lingaraj Gartia

Shrimati Susamma Alex

Shri Sebak Behera

Shrimati Shipra Bhattacharya

Shrimati J D Rahate

Shrimati E K Sreeranjini

LDC

APO

LDC

APO

LDC

PGO

DPO

PGO

01.07.1982

03.11.1952

15.06.1986

25.11.1952

04.07.1986

11.11.1952

14.11.1952

13.11.1952

2012 (Resigned)

30.11.2012

06.11.2012

30.11.2012

23.11.2012

30.11.2012

30.11.2012

30.11.2012

Bhubaneswar

Hyderabad

Bhubaneswar

Cochin

Madurai

Lucknow

Mumbai

Cochin

Appointments, Promotions & Retirements

24 Passport Patrika | October - December 2012

Page 25: Passport Patrika | October  - December 2012

EMPLOYEES CORNER

25 Passport Patrika | October - December 2012

S.No. Name Postheld

Date of birth

Group & Name of Post

Group 'A'

Passport Officer

Deputy Passport Officer

Assistant Passport Officer

Subtotal :

Group 'B' (Gazetted)

Passport Granting Officer

Superintendent

Subtotal :

Group 'B' (Non-Gazetted)

Assistant

Hindi Translator

Group'C' (Non-Gazetted)

UDC

UDC (Hindi)

LDC

Driver

Stenographer

Office Assistant

Subtotal :

Grand Total :

17

71

135

223

320

245

565

428

23

628

04

648

00

30

148

1909

2697

Total sanctioned strength

Date of Retirement

Station from

23. Shri K P Alavi PGO 15.11.1952 30.11.2012 Malappuram24. Shri B D Sakpal PGO 17.11.1952 30.11.2012 Mumbai25.26.27.28.29.30.31.32.33.34.35.

Shrimati Shakuntala DeviShri K K VijayachandranShri R Sattar KhanShri Akash GuptaShri Lingaraj GartiaShri Shibsankar HazariShri Sanjeev Kumar ChanchalShrimati K K SosammaShrimati C S PatilShrimati Veena KhannaShrimati Geeta N Bhagat

Asstt.PGOLDCLDCLDCLDCLDCPGOAPOAPOPGO

22.11.195222.11.195201.07.196720.10.198715.06.198602.05.198325.07.198620.05.195407.12.195211.12.195215.12.1952

30.11.201230.11.201230.11.201207.12.201207.12.201212.12.201228.12.201231.12.201231.12.201231.12.201231.12.2012

DelhiBangalore

JammuHyderabad

BhubaneswarGuwahatiMaduraiBangaloreAhmedabadChandigarhDelhi

List of officers retired/ availed VRS from service w.e.f. October 2012- December 2012

Cadre Strength of the Central Passport Organisation as on 31.12.2012

36.37.38.

Shri Jai KumarShri Raj SinghShri Vinod Sharma

APOPGOLDC

16.12.195224.12.195225.07.1986

31.12.201231.12.201231.12.2012

DehradunDelhiJammu

Page 26: Passport Patrika | October  - December 2012

PASSPORT SERVICES IN 2012 - SNAPSHOT

No. ofPassport

applicationsreceived

No. ofPassports

Issued

No. ofPassports

issued underTatkaal

No. ofmiscellaneousapplications

received

No. ofmiscellaneous

servicesrendered

RevenuePassportOffice

Ahmedabad

Amritsar

Bangalore

Bareilly

Bhopal

Bhubneswar

Chandigarh

Chennai

Cochin

Coimbatore

Dehradun

Delhi

Ghaziabad

Guwahati

Hyderabad

Jaipur

Jalandhar

Jammu

Kolkata

Kozhikode

Lucknow

Madurai

Malappuram

Mumbai

Nagpur

Panaji

Patna

Pune

Raipur

Ranchi

Shimla

Srinagar

Surat

Thane

Trichy

Trivandrum

Vizag

Total

HQ CPV Division (Diplomatic / Official Passport)

Passport Issued by 180 Mission / Posts Abroad

Grand Total (Total Passport and EC issued + Total Miscellaneous service rendered)

330121

77404

407646

72695

105927

30484

283102

329408

296255

82156

54577

318129

115131

60264

523720

184720

127731

25149

281197

232604

354259

176821

193462

324529

87560

30215

146582

144928

37473

56979

24461

56728

115671

192332

141374

158203

103183

6283180

313656

73671

400263

70610

109243

73164

282672

319321

264968

78591

51148

264785

119828

52111

503243

196703

140923

24627

233380

227923

302359

161299

194650

277187

92551

22498

133648

146756

32517

55520

21991

61463

111993

129791

128339

131790

110526

5915708

4210

6026

45877

1973

11857

3870

8667

64076

68072

10875

3702

74142

5603

8581

53666

16123

1645

47

17385

38509

12595

135

35434

32833

5433

283

2119

22422

3983

4428

2826

231

2884

13156

7341

41986

9544

642539

9876

6370

11823

3506

1151

1234

13919

11186

71729

1274

2011

6789

3507

1940

49136

12801

13221

1203

9645

10820

26506

8005

9292

8198

1014

2892

11838

4099

378

3486

1951

1159

7040

5123

8917

11962

28730

383731

9758

6945

11541

3272

1131

1199

13748

11003

14740

1215

1783

6467

3372

2315

46516

7792

12734

1039

8968

10638

25562

7754

9285

7840

977

2628

13358

4153

367

3211

1905

973

6411

5071

8917

11760

28087

314435

381673340

91000700

558679649

80858235

74951290

44962100

333878200

477727000

335181401

110747200

47308193

509323162

90667105

74040700

647602868

216649200

151456600

430436863

309282275

322907296

442511962

222114970

59823390

408440304

101382645

28120400

165315715

191166230

10658800

29652230

39280500

61644500

131308000

177067700

174630811

229948600

154674284

7917074418

2301/22010

1135104*

7389558

26 Passport Patrika | July - September 2012

*(inclusive of 108073 Passport issued by CIPPS at CPV Division)

Statement showing the number of passport services rendered by Passport Officesduring 01 January 2012 to 31 December 2012

Page 27: Passport Patrika | October  - December 2012

DIWALI CELEBRATIONS ACROSS PSKs

27 Passport Patrika | October - December 2012

Page 28: Passport Patrika | October  - December 2012

Ministry of External Affairs

Government of India

www.passportindia.gov.in24x7 Call Centre

Toll free number 1800-258-1800

Passport Seva Project - Snapshot(As on 31 December 2012)

In partnership with

Passport Seva Kendras live across23 states in 63 cities

Applications received till date

Citizens handled to date

Daily Footfall

Citizen SatisfactionIndex at PSKs

Recordsmigrated fromlegacy system

Calls to date@ Call Center

Calls / day

7000+ Users trained - 1700+ RPO

Staff, 2200+ Police and 3000 TCS customerservice staff

9.8+ million

23000+

Passport Issued

7 million

90 million

6 million

Peak Team Size

Languages supportedat the 24x7 callcentre operatingacross 6 locations

Online hits per day

180 Missions and Posts34 Immigration centers

at overseaslocations as well as pan India leveraging Passport Seva

Built up area in PSKs0.75 million sqft

40000+

40000+

77

3500+

17

Online verification by Policeacross locations pan India~400

10+ million10+ million

99.5%