Lok Sabha Question No. 2106 (UNSTARRED), answered on 2025-08-01
Subject: Effective Delivery of Citizen Services
Ministry: EXTERNAL AFFAIRS
Asked by: Shri Bharatsinhji Shankarji Dabhi, Shri Godam Nagesh, Ms Kangna Ranaut, Shri Parbhubhai Nagarbhai Vasava, Shri Chavda Vinod Lakhamshi, Shri Sukhjinder Singh Randhawa, Shri Chhatrapal Singh Gangwar

## GOVERNMENT OF INDIA

## MINISTRY OF EXTERNAL AFFAIRS LOK SABHA

UNSTARRED QUESTION NO- 2106

ANSWERED ON - 01/08/2025

EFFECTIVE DELIVERY OF CITIZEN SERVICES

2106. SHRI BHARATSINJI SHANKARJI DABHI

SHRI CHAVDA VINOD LAKHAMSHI

SHRI PARBHUBHAI NAGARBHAI VASAVA

SHRI SUKHJINDER SINGH RANDHAWA

SHRI CHHATRAPAL SINGH GANGWAR

MS KANGNA RANAUT

SHRI GODAM NAGESH

Will the Minister of EXTERNAL AFFAIRS be pleased to state:

- (a) the efforts undertaken by the Ministry for responsive and effective delivery of citizen services;
- (b)   the   steps   taken   by   the   Government   to   increase   the   number   of countries providing e-Visa facility;
- (c) the total number of e-Visas issued since the year 2014 and the increase in number of countries covered under the e-Visa facility;
- (d) the role of the Ministry in providing assistance to the international pilgrims; and

(e) the details of the assistance extended to Haj and Sikh pilgrims?

## ANSWER THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS

## (SHRI KIRTI VARDHAN SINGH)

(a) The Government has taken several steps to ensure responsive and efficient   delivery   of consular   services   for   Indian   nationals   abroad, through Indian Missions on priority basis. Grievances are responded through various channels like calls, walk-ins, e-mails, social media, 24x7 Helplines and Open Houses. Pravasi Bharatiya Sahayata Kendras (PBSKs) have been set up at Dubai, Sharjah, Riyadh, Jeddah and Kuala Lumpur to provide assistance to Indian workers abroad. Shelter homes for   distressed   Indian   nationals   have   also   been   set   up   at   some Missions/Posts. Mission officials visit immigration offices and labour camps   to   address   the   complaints   of   Indian   workers.   Financial assistance to distressed Indians, if necessary, is provided through the Indian Community Welfare Fund (ICWF). During emergency or crisis situations, our Missions/Posts abroad pro-actively help distressed/stranded Indian nationals in terms of providing food, shelter, medicine and helping their return to India.

(b) Formulation of the visa related policies is a sovereign matter of the concerned country. However, visa related matters, particularly visa

policies intended to improve ease of travel for Indian citizens are taken up by the Government through bilateral mechanisms, including during Consular Dialogues with foreign countries and during High level visits.

(c)   Total   number   of   e-Visa   granted   since   2014   to   20.07.2025   are 1,86,31,599. Number of countries being granted e-Visa have increased from 43 in 2014 to 181 in 2025.

(d) The Government has implemented various measures to ensure the smooth execution of International Pilgrim Operations. Key components of these   initiatives include Administrative   Oversight,   Consular Assistance, Coordination with local Governments and Medical Facilities.

(e)   (i)  Haj   Operations:   The   Government   plays   an   important   role   in ensuring the smooth execution of Haj pilgrimage for Indian nationals. It works in close coordination with Ministry of Minority Affairs (MoMA) and Haj   Committee   of   India   (HCoI)   and   Saudi   authorities   to   deliver comprehensive   support   across   all   phases   of   the   pilgrimage.   This includes   providing   various   services   such   as   medical   support, accommodation,   transportation,   catering,   sanitation   and   utilities through its consulate in Jeddah. The consulate coordinates the smooth arrival and departure of pilgrims and also provides consular assistance to Indian pilgrims throughout their stay in Saudi Arabia in coordination with Saudi authorities. Each year the Saudi authorities announce a Haj

quota for India. In recent years, this quota has on an average been set at 1,75,025 Indian pilgrims.

(ii) Sikh   Pilgrims: Under   the   India-Pakistan   Protocol   on   Visits   to Religious Shrines - 1974, the Government facilitates visits of pilgrims between the two countries.

An Agreement between the Government of the Republic of India and the Government of the Islamic Republic of Pakistan for the facilitation of Pilgrims to visit Gurdwara Darbar Sahib Kartarpur, Narowal, Pakistan, was signed on 24 October 2019 in order to fulfil   the   long-standing demand of the pilgrims to have easy and smooth access to the holy Gurudwara   and   to   operationalise   the   corridor   for   the   550th   Birth Anniversary of Guru Nanak Dev Ji.

The Agreement, inter alia, provides for visa-free travel of Indian pilgrims as well as Overseas Citizen of India (OCI) cardholders, from India to the holy Gurudwara Darbar Sahib Kartarpur in Pakistan on a daily basis, throughout the year. To facilitate the visit of pilgrims, a state-of-the-art infrastructure, including a highway from the town of Dera Baba Nanak to Zero Point and an Integrated Check Post (ICP) have been built on the Indian side. The Sri Kartarpur Sahib Corridor was inaugurated on 9 November 2019. Since its inauguration, the Corridor has been used by over 4,00,000 pilgrims to visit the holy Gurudwara in Pakistan.

The Government of India has consistently urged the Government of Pakistan that in deference to the wishes of the pilgrims, it should not levy any fee or charge on the pilgrims who visit Gurudwara Darbar Sahib Kartarpur through the Sri Kartarpur Sahib Corridor. Pakistan, however, continues to levy USD 20 on every pilgrim for each visit. The validity of this Agreement was extended for a period of another 5 years in October 2024. Kartarpur   corridor   operations   have   been   suspended   since Operation Sindoor.

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