Lok Sabha Question No. 2661 (UNSTARRED), answered on 2018-01-03
Subject: Interview for Passports
Ministry: EXTERNAL AFFAIRS
Asked by: T. RADHAKRISHNAN

## GOVERNMENT OF INDIA MINISTRY OF EXTERNAL AFFAIRS

## LOK SABHA

## UNSTARRED QUESTION NO.2661

## TO BE ANSWERED ON 03.01.2018

## INTERVIEW FOR PASSPORTS

## 2661.SHRI T. RADHAKRISHNAN:

Will the Minister of EXTERNAL AFFAIRS be pleased to state:

- (a) whether  it is a fact that a large number of persons are called for issuing the passport at one time and are made to wait for hours, resulting in lot of inconvenience and harassment in particular to women, children and senior citizens;
- (b) if so, the details thereof and the reasons therefor; and
- (c) the corrective measures taken/being taken by the Government in this regard?

## ANSWER

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

(a) to (c) With the implementation of the Passport Seva Project, the Ministry has been providing quality service to the people from the Passport Seva   Kendras   (PSK)   and   Post   Office   Passport   Seva   Kendras   (POPSK) established   with   good   amenities   across   the   country   in   Public   Private Partnership (PPP) mode. Under this system, the applicants are required to apply for their passports online, upload relevant documents, make the payment online through debit/credit card or State Bank of India (SBI) net banking/   SBI   Challan,   schedule   an   appointment   and   then   visit   the designated PSK or POPSK. A user friendly portal has been made available.

When an applicant visits   the   PSK/   POPSK,   an   Electronic   Queue Management System (EQMS) working on the principle of First-in First-out is available at all PSK/ POPSK to monitor the flow of applicants. The PSK provides a comfortable ambience and amenities including photocopying, food kiosks, public phone booths, and baby care in an air-conditioned waiting lounge. The number of public dealing counters and the public dealing hours have been increased in the new system.  Senior Citizens and Divyang applicants are given priority tokens in the PSK.  There is provision for separate service queue for them and they are provided with a special facilitatory   token   which   enables   them   to   get   priority   and   expeditious service at all counters. This special dispensation is also extended to the sick and women applicants with infants as also applicants with special needs.

In   recent   years,   the   Ministry   has   made   many   quantitative   and qualitative   improvements   in   the   delivery   of   passport   services   in   the country. With the implementation of the Passport Seva Project, the Ministry has been providing quality service to the people from the Passport Seva Kendras (PSK) and Post Office Passport Seva Kendras (POPSK) established with good amenities across the country in Public Private Partnership (PPP) mode. Under this system, the applicants are required to apply for their passports online, upload relevant documents, make the payment online through debit/credit card or State Bank of India (SBI) net banking/ SBI Challan, schedule an appointment and then visit the designated Passport Seva Kendra (PSK). A user friendly portal has been made available. When an applicant visits the PSK/ POPSK, an Electronic Queue Management System (EQMS) working on the principle of First-in First-out is available at all PSKs to monitor the flow of applicants. The applicants can track the status   of   their   applications   themselves   through   portal   and   also   SMS services. In the current system of passport issuance, there is no manual intervention at any stage, and the complete process is digitally flown with re-engineered process through a single visit clearance.

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