Lok Sabha Question No. 773 (UNSTARRED), answered on 2017-12-20
Subject: Passport Server Complaint
Ministry: EXTERNAL AFFAIRS
Asked by: HARI NARAYAN RAJBHAR

## GOVERNMENT OF INDIA MINISTRY OF EXTERNAL AFFAIRS

## LOK SABHA UNSTARRED QUESTION NO.773 TO BE ANSWERED ON 20.12.2017

## PASSPORT SERVER COMPLAINT

## † 773. SHRI HARINARAYAN RAJBHAR:

Will the Minister of EXTERNAL AFFAIRS be pleased to State:

- (a) whether   a   large   number   of   passport   seekers/passport renewal aspirants are unable to use online mode as the server often remains down and the information process is complicated;
- (b) if   so,   the   reaction   of   the   Government   thereto   and   the
- reasons therefor;
- (c) the efforts made by the Government to simplify the above process so that the citizens of the country can get their
- passports prepared easily; and
- (d) the success achieved in this regard as a result of its efforts?

## ANSWER THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS [GEN. (DR) V. K. SINGH (RETD)]

- (a) & (b) It would be incorrect to say that a large number of applicants seeking passport services are unable to use online mode as the server often goes down and the information process is   complicated. Effective technical infrastructure is in place to ensure that the Passport Seva system is available for access at all times from any location. The Passport Portal (www.passportindia.gov.in) is accessible to anyone, anywhere and anytime. With a view to address the challenge of digital divide, especially in the rural hinterland, the Ministry in association with CSC e-Governance Services India Ltd. (which is promoted by the Department of Electronics and IT), has facilitated online filing of passport applications, through the vast network of over 1.5 lakh Common Service Centres (CSCs) across rural hinterland. Under the Passport Seva Project, a robust information system has been created to offer a bouquet of online passport services as follows:
- (i) Comprehensive information relating to passport application procedure, requirement of supporting documents, applicable fees, location of Passport Offices, Passport Seva Kendras (PSK), Post Office Passport Seva Kendras (POPSK), police station jurisdiction, etc. is posted on the Portal to make   it user-friendly. It is kept updated with Advisories/Notices and Press Releases relating to Passport
- services   developments.   Status   of   applications   can   be tracked through the Passport Portal.
- (ii) An e-mail based helpdesk facility and a 24x7 National Call Centre has been set up to provide requisite information to citizens.
- (iii) The Passport Seva system sends four free of cost SMS to applicants - (i) at the time of dispatch of passport, (ii) in 'returned   undelivered'   passport   cases,   (iii)   rejection   of request   for   counter   delivery   cases   and   (iv)   clear   Police Verification (PV) report in pre-PV PCC cases or review of PV and clearance by the Passport Issuing Authority (PIA). In addition,   a   premium   optional   SMS   Service,   on   nominal payment basis, has been made available to enable citizens to receive alerts and updates regarding detailed progress of their passport applications and pending actions. The service can be availed from any mobile phone.
- (iv)  mPassport   Seva   mobile   app   provides   passport   related information including PSK and POPSSK locator, applicable fees,   mode   of   submission   and   tracking   of   passport application status on smart phones.
- (vi)  For  assistance, citizens can call toll-free helpline number 1800-258-1800.
- (vii) The   Passport   system   has   interface   with   the   police   for verification of personal particulars of applicants and with the India Post for tracking delivery of passports.
- (c) The Ministry   has   expanded   the   outreach   by   opening   15 additional PSK since May 2014 to take the total number of PSK to 92 in the country. All the North Eastern States now have a PSK. One more PSK at Siliguri in West Bengal is scheduled to be inaugurated   shortly.   The   Ministry   of   External   Affairs   and   the Department  of   Posts   have   taken   an   innovative   initiative   and decided to open Passport Offices at Head Post Offices in the country   to   be   known   as   'Post   Office   Passport   Seva   Kendra' (POPSK). The Ministry has announced opening of 236 POPSK out of which 59 POPSK have become operational as on 15 December, 2017. The Ministry intends to complete the requisite formalities like preparation of sites, procurement of IT and non-IT equipment for setting up the remaining POPSK at the earliest. The passport rules have also been simplified to make it easier for the citizens to get passports.
- (d) The   online   system   and   establishment   of   PSKs   have facilitated better accountability, transparency and streamlining of passport service delivery. This has also helped in issuing errorfree   and   more   secures   passports.   The   time   taken   in   issuing passports has progressively decreased since the introduction of online   application   system,   opening   of   PSK   and   POPSK   and simplification of rules. The Passport Seva Project has won several

awards   and   is   seen   as   a   model   of   people   centric   service, innovation and Public Private Partnership. *****