Passport Patrika July-December 2015

Page 1

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


In this Issue 04

Cover Story - Upgradation of Passport Services

in the North – East 06

Lead Story - Passport Seva 2015 Overview - Growth Story of Uttar Pradesh

14

Senior Level Retirement Public Notices & Advisories

28

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 - lalnh; jktHkk"kk lfefr dk fujh{k.k nkSjk

19

Achievements & Recognition

20

Camps and Melas

24

Media & Public Outreach

22

Voice of People

29

Employees Corner

02 Passport Patrika | July – December 2015


Editorial Note 2

015 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.

Muktesh K. Pardeshi Joint Secretary (PSP) & Chief Passport Officer

Passport Patrika is edited and published by Shri Muktesh K. Pardeshi, Joint Secretary (PSP) & Chief Passport Officer on behalf of Central Passport Organisation, Ministry of External Affairs, New Delhi. Editorial Team: Muktesh K. Pardeshi Sanjiv Aggarwal Editorial Consultant: A. K. Bhatnagar

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: passportpatrika@gmail.com Creative Team: Shalini Manchanda Mehtani Vipul Popli Ritika Gaur Design and Publishing Partner : TATA CONSULTANCY SERVICES

Passport Patrika | July – December 2015 03


COVER STORY

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

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

On 15

th

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.

04 Passport Patrika | July – December 2015


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

Passport Patrika | July – December 2015 05


COVER STORY Passport Seva 2015 Overview

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. uring 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 increase of 21%, compared to 2014 and 41%, compared to 2013. Thirty Seven Passport Offices, Headquarters and the Office of the Chief Secretary of Andaman and Nicobar Islands received 1.03+ crore Passport service related applications Number of Applications Processed and Services Rendered in India including Police Clearance Certificates, against which 1.05+ crore Passports and related documents were issued.

D

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. · · · · · · ·

6.33 crore Indians held valid Passports as on 31st 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

As on 31

st

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.

06 Passport Patrika | July – December 2015


LEAD STORY Geographical Trends

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.

LoCs for Pakistan (3,706)

Jammu & Kashmir (1,14,513)

Himachal Pradesh (44,530) Punjab (7,57,614) (including Chandigarh) Uttarakhand (81,229)

Haryana (2,60,698)

Sikkim (5,647)

Delhi (4,20791)

Arunachal Pradesh (1,705)

Rajasthan (3,20,327)

Assam (71,450)

Uttar Pradesh (12,33,850)

Nagaland (3,359)

Meghalaya (5,368)

Bihar (3,29,862)

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

Manipur (8,016) West Bengal(5,44,065) Gujrat (7,52,353)

Jharkhand (84,929)

Madhya Pradesh(1,50,203)

Tripura(22,745) Mizoram (3,316)

Dadra & Nagar Haveli (1,789)

Daman & Diu (5,991)

Chattisgarh (41,313)

Odisha (1,07,608)

RPOs where services rendered are more

Maharashtra(11,77,128)

than applications received

Telangana(5,38,246)

% growth of applications processed in FY 15-16 over FY 14-15 Andhra Pradesh (4,31,432)

> 30% Goa (54,142)

21% - 30% 11% - 20%

Karnataka (6,12,426)

Kerala (11,60,271)

Bareilly Hyderabad

1.46 7.40

1.72 7.60

s (18)

ar Island

n & Nicob

Tamil Nadu (9,95,672) Lakshadweep (1,708)

Andama

<= 10% Puducherry (20,050)

Passport Patrika | July – December 2015 07


LEAD STORY Demographic and Socio-economic Trends 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.

applicants who applied for 60% of the Passport were 10th pass or above

· · · · ·

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

08 Passport Patrika | July – December 2015


LEAD STORY 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.

I

·

n 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)

·

n 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)

·

I

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. 25% increase in the average number of applications received in Melas as compared to 2014

·

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.

·

·

T

he 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. st As on 31 December 2015, mPassport app. has received 13.7+ Lakh downloads

·

T

o 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.

Passport Patrika | July – December 2015 09


LEAD STORY 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).

In terms of RPOs, Hyderabad captured the 1

st

position by completing the PV in just 9 days followed by Goa (12 days), Visakhapatnam (12 days), Delhi (15 days) and Jalandhar (16 days).

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

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

Legend 0-21 Days 22 - 30 Days 31 - 45 Days 46 - 90 Days 61 - 90 Days > 90 Days

Legend 0-21 Days 22 - 30 Days 31 - 45 Days 46 - 90 Days 61 - 90 Days > 90 Days

Police Verification : Average Days To Complete PVR (Year 2015) Legend 0-21 Days 22 - 30 Days 31 - 45 Days 46 - 90 Days 61 - 90 Days > 90 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

10 Passport Patrika | July – December 2015


LEAD STORY

Total number of Passport services rendered by Passport Offices in 2015

Passport Patrika | July – December 2015 11


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


LEAD STORY

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. Words from Shri Ram Singh, Passport Officer, Bareilly

On 13

th

· · · ·

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 staggering 45thday, 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. Passport Patrika | July – December 2015 13


SENIOR LEVEL RETIREMENT

PUBLIC NOTICES & ADVISORIES

Aadhaar Integration with Passport Seva – An Update

35 years of Committed Services

On 31

st

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 (19721977) followed by a Master's degree in Industrial Engineering (1977–1979).

H

e 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.

S hri

R. Swaminathan assumed position as Secretary (AMS, CPV and Special Assignment) on 27th July 2015.

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.

F

or 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, Chandigarh PSK, Chennai - N M Road PSK, Vishakhapatnam PSK and Ranchi PSK. The project is now ready for a pan-India rollout of PSPAadhaar integration. The complete rollout is planned by end August 2015, in five waves as per plan below: Wave 1 (14th August 2015): All PSKs under RPO Amritsar, RPO Bareilly, RPO Bhopal, RPO Dehradun, RPO Ghaziabad, RPO Jaipur and RPO Hyderabad th

Wave 2 (19 August 2015): All PSKs under RPO Jalandhar, RPO Thane, RPO Cochin and RPO Trichy st

Wave 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. th

Wave 4 (25 August 2015) – All PSKs under RPO Ahmedabad, RPO Jammu, RPO Lucknow, RPO Visakhapatnam……… [For more details refer to notice/circular, dated 13th Aug 2015 at the Passport Seva Portal.]

14 Passport Patrika | July – December 2015


PUBLIC NOTICES & ADVISORIES

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.

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.

The scheme was valid for two months from 8

th

th

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.

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: 04428525554 / 044-28513640 / 044-28513638.

To facilitate the applicants of the flood affected areas

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;

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.

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:

special Passport Mela was also held by Regional Passport Office, Chennai at each of the three PSKs on 12th Dec 2015 for the reissue of Passport for the flood affected areas during which 423 new Passports were issued……

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……

A

[For more details please refer to the Advisory, dated th 8 December 2015 at the Passport Seva Portal.]

st

[For more details refer to notice/circular, dated 21 Aug 2015 at the Passport Seva Portal.]

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

Passport Patrika | July – December 2015 15


EVENTS

Revenue Minister, Govt. of Kerala visited PSK Trivandrum

On

st

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.

Trainee Officers from Department of Post visited PSK Ghaziabad

On 7

th

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.

Foreign Secretary visited PSK Herald House

On 29

th

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.

TCS, MD & CEO visited PSK Lower Parel

On

18th August 2015, Shri 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.

JS, CPV visited PSK Lalbagh

On 29

th

July 2015, Shri P. Kumaran, JS, (CPV) visited PSK Lalbagh, Bangalore. He was given a walkthrough of PSK operations by RPO Bangalore and TCS Regional Head.

Chief Minister of Andhra Pradesh visited Passport Seva Camp

On 19

th

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


EVENTS

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

Uganda Revenue Authority Officials visited PSK Herald House

On 13

th

On 21

st

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.

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.

Energy Minister, Govt. of Maharashtra visited PSK Nagpur

On 28

th

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.

Delegation from Bhutan visited PSK Herald House

On 17

th

November 2015, a delegation from Govt. of Bhutan visited PSK Herald House. The delegation was given a walk-through of the PSK.

Junior Executive Officers visited PSK Herald House, Delhi On 15th 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.

Passport Patrika | July – December 2015 17


EVENTS

A team of Senior Govt. Officials visited PSK Herald House

On 18

th

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.

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Delegation of US Embassy Consular Officers visited PSK Herald House y[kuÅ]

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n 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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18 Passport Patrika | July – December 2015

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Achievements & Recognition Business Impact Awards 2015

On 8

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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. Joint Secretary (PSP) & CPO and Principal Consultant & Head of Technology, PSP with "Business Impact Award 2015"

Tilak Smarak Mandir Award

On 20

th

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

21 Jewels of Digital Award 2015

On 21

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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

Passport Patrika | July – December 2015 19


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.

Details of Passport Seva Camps held during July – December 2015

20 Passport Patrika | July – December 2015


CAMPS & MELAS

Details of Passport Melas held during July – December 2015

Passport Patrika | July – December 2015 21


Voice of People 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 PSK-wise Overall Citizen Satisfaction Index

Collection of feedback is done on the following four parameters: a) b) c) d)

Cleanliness and ambience Courtesy Efficiency / service delivery Overall Experience

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

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Cleanliness and Ambience

Courtesy

Excellent

Efficiency

Good

Poor

Overall Experience

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

Citizen Speak (July - December2015) VIP Feedback • Excellent Services and I am very proud of the team doing this management Shri N. Chandrasekaran, MD & CEO-TCS, PSK Lower Parel, 18th August 2015 •

The appearance, service and overall experience is best th 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. Alex Roy, PSK Cochin, 26th 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

1

2

3

5

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6

1) Juhi Chawla

2) Sridevi 3) Anu Malik 4) Rahul Bajaj 5) Keki Minno Mistry 6) Shankar Mahadevan

22 Passport Patrika | July – December 2015


Voice of People

Words of Appreciation

…….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

…….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

…….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 th renewal of my Passport was done on 5 November 2015. We entered at 9.30 am and were out of the gate by 10.10 am. I also received my renewed Passport on 7th 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.

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

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…….My congratulations to the staff at the Coimbatore Passport Seva Kendra for superefficient 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

Passport Patrika | July – December 2015 23


Media & Public Outreach

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Media & Public Outreach

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Passport Patrika | July – December 2015 25


Media & Public Outreach Reprinted Courtesy: eGov, August 2015

26 Passport Patrika | July – December 2015


Media & Public Outreach

Passport Patrika | July – December 2015 27


Media & Public Outreach 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

26th 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.

11th September 2015: Shri Muktesh K. Pardeshi, JS (PSP) & CPO delivered a session on “egovernance 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.

18th 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.

23rd 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.

34 Passport Patrika | July – December 2015 28


Employees Corner

Passport Patrika | July – December 2015 29


Employees Corner

30 Passport Patrika | July – December 2015


Employees Corner

Passport Patrika | July – December 2015 31


Ministry of External Affairs Government of India

In partnership with

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


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