Lok Sabha Question No. 3562 (UNSTARRED), answered on 2025-03-21
Subject: Server Issues in Passport Seva Kendra
Ministry: EXTERNAL AFFAIRS
Asked by: Smt. Roopkumari Choudhary

## GOVERNMENT OF INDIA

## MINISTRY OF EXTERNAL AFFAIRS

## LOK SABHA

UNSTARRED QUESTION NO- 3562

ANSWERED ON- 21/03/2025

SERVER ISSUES IN PASSPORT SEVA KENDRA

3562. SMT. ROOPKUMARI CHOUDHARY

Will the Minister of EXTERNAL AFFAIRS be pleased to state :-

- (a)   whether   the   Ministry   is   aware   of   the   delays   in   Passport   Seva Kendra (PSK) offices due to slow server issues, if  so, the details thereof along with the steps taken/proposed to be taken to improve the efficiency of the system;
- (b)   the   measures   implemented   by   the   Ministry   to   ensure   better coordination and clarity among PSK staff, particularly for applicants who relocate to another State for employment purposes;
- (c)   the   manner   in   which   the   Ministry   plan   to   address   complaints

regarding non-cooperation and lack of clear guidelines at PSK offices; (d)  whether there is any initiative taken up by the Government to upgrade the digital infrastructure of PSK offices to reduce processing delays, if so, the details thereof; and

(e) whether there are any specific guidelines for applicants who move to another State for work to ensure a smooth passport application or renewal process and if so, the details thereof?

## ANSWER

## THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS (SHRI KIRTI VARDHAN SINGH)

(a) Ministry   of   External   Affairs   (MEA)   is   currently   undertaking   the process of migration from Passport Seva Programme V1.0 (PSP V1.0) to Passport Seva Programme V2.0 (PSP V2.0). This is being done in a phased manner since April 2024. The PSP V2.0 aims at providing the next level of citizen experiences using latest and upgraded technology for delivery of passport related services to the citizens in a speedy, convenient and transparent manner.

(b) From   time   to   time,   MEA   issues   guidelines   and   instructions   to Passport   Offices   and   Passport   Seva   Kendras   including   Post   Office Passport Seva Kendras to ensure smooth coordination at functional level.   Frequent  review meetings are also held with them to ensure smooth   functioning   of   Passport   Services   and   also   for   better coordination among various levels of staff members.

(c) The complaints and public grievances are always accorded highest priority   and   those   grievances   received  through   different   modes   like specific Public Grievances Cell, CPGRAMS, emails and X- handle are being effectively redressed. The Passport Offices are also asked to send   action   taken   reports   on   grievances   received   through   various modes. Periodical monitoring of all grievances is done by the Ministry. (d) Passport Seva Project (PSP), an IT driven mission mode project, has successfully provided an efficient, secure, user-friendly, transparent and accountable  passport   services   to   citizens   across   the   country. Leverage of  technology and out-sourcing of  front office operations, have enabled a large number of citizens to get easy and fast track access to passport services. From a volume of  55 lakh passports issued in the country in 2010, the number of passports issued in 2024

(till 31 st December) stood at 1.43 cr. PSP V2.0 offers   an   improved   interactive   portal   for   online   filing   of application, document upload, payment of requisite fee etc. guided by 'Chatbot'   and   Robotic   Process   Automation   (RPA).   PSP   V2.0   would leverage advanced, high-end and emerging technologies to deliver the next level of citizen experiences. (e) In the year 2018, Ministry launched the 'Apply anywhere in India'

scheme under which a passport can be applied at any PSK/POPSK in

India   irrespective   of   whether   the   current   residential   address specified in their application form lies within the jurisdiction of the selected Passport Office or not. This scheme is expected to facilitate those applicants who move to another state for work.

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