Lok Sabha Question No. 939 (UNSTARRED), answered on 2025-12-05
Subject: Passport Seva Ecosystem
Ministry: EXTERNAL AFFAIRS
Asked by: Dr. Hemant Vishnu Savara, Shri Parbhubhai Nagarbhai Vasava, Shri Jashubhai Bhilubhai Rathva, Dr. Bhola Singh, Shri Vijay Baghel, Shri Narayan Tatu Rane, Shri Mukeshkumar Chandrakaant Dalal, Shri Dulu Mahato, Shri Chavda Vinod Lakhamshi, Shri Pradeep Kumar Singh, Shri Radheshyam Rathiya, Shri Manoj Tiwari, Shri Khagen Murmu, Shri Anil Firojiya, Shri Rajkumar Chahar, Dr. Hemang Joshi, Shri Shivmangal Singh Tomar, Dr. Rajesh Mishra

## GOVERNMENT OF INDIA

## MINISTRY OF EXTERNAL AFFAIRS

## LOK SABHA

UNSTARRED QUESTION NO- 939

ANSWERED ON- 05/12/2025

PASSPORT SEVA ECOSYSTEM

## 939. DR. HEMANT VISHNU SAVARA

SHRI PARBHUBHAI NAGARBHAI VASAVA

SHRI JASHUBHAI BHILUBHAI RATHVA

DR. BHOLA SINGH

SHRI VIJAY BAGHEL

SHRI NARAYAN TATU RANE

SHRI MUKESHKUMAR CHANDRAKAANT DALAL

SHRI DULU MAHATO

SHRI CHAVDA VINOD LAKHAMSHI

SHRI PRADEEP KUMAR SINGH

SHRI RADHESHYAM RATHIYA

SHRI MANOJ TIWARI

SHRI KHAGEN MURMU

SHRI ANIL FIROJIYA

SHRI RAJKUMAR CHAHAR

DR. HEMANG JOSHI

## SHRI SHIVMANGAL SINGH TOMAR

## DR. RAJESH MISHRA

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

(a)  the   key   features   of   the   upgraded   Passport   Seva   Programme Version 2.0 (PSP V2.0) and the Global Passport Seva Programme Version 2.0 (GPSP V2.0);

- (b) the manner in which the new digital tools are expected to improve the   passport   application   and   grievance-redressal   experience   for citizens;
- (c)  the key features of  the newly introduced e-passports and the manner in which the same aligns with the International Civil Aviation Organization (ICAO) standards;
- (d)  the   steps   taken   to   ensure   a   smooth   nationwide   and   global transition to the upgraded systems; and
- (e) whether there is a plan to establish a PSK in Sidhi District of Madhya Pradesh, if   so,   the   time-line   by   which   it   is   likely   to   be established?

## ANSWER

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

(a & b)   Upgraded Passport Seva Programme (PSP V2.0) and Global Passport Seva Programme (GPSP V2.0) introduces a digitally enabled

passport   ecosystem   with   several   innovative   enhancements   to improve accuracy, transparency and convenience for applicants in India and abroad. The platform incorporates facial recognition and biometric matching to strengthen identity verification and speed up processing. Citizen support is enhanced through chatbot that offers application   guidance.   PSP   V2.0   leverages   emerging   technologies, including   SMS/email   alerts,   data   analytics   and   report   generation. Process automation supports document validation to prevent forgery, reduce manual errors and lower operational costs. New  digital   tools   introduced   under   PSP   V2.0   have   significantly improved the passport application and grievance-redressal experience by making the process faster, transparent and more userfriendly. Applicants benefit from chatbot and citizen centric service delivery system that guide them to the correct service page, provide information   on   required   documents,   appointment   availability   and nearest   PSK/POPSK.   Automated   biometric   matching   strengthens security   and   accelerates   decision-making   during   application processing.   Real-time   SMS/email   alerts   keep   citizens   informed   at every   stage   of   their   application   cycle.   For   grievance   redressal, tracking of  pendency and delays are continuously being monitored by Project Management Unit (PMU) of  PSP Division, MEA. In addition, feedback   kiosks   installed   at   PSKs   capture   both   qualitative   and

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quantitative inputs from applicants, which are analyzed to improve service delivery and citizen satisfaction. (c)    The e-Passport, the flagship program of  the Ministry, is a hybrid passport integrating both paper and electronic elements, featuring a Radio Frequency Identification (RFID) Chip and an embedded antenna as an inlay. The e-Passport Project entails incorporating a digital aspect   into   the   existing   physical   passport,   complete   with   an extensive   global   digital   signature   authentication   process.   Crucial information   of   the   passport   is   printed   on   its   data   page   and simultaneously stored in the embedded chip. The document and chip adhere   to   the   specifications   outlined   by   the   International   Civil Aviation Organization (ICAO) guidelines. (d) To ensure smooth   nationwide and global transition, comprehensive   training   was   provided   to   various   stakeholders including   Missions/Posts,   RPOs,   Police   department,   Other   Service Provider   (OSP)   to   ensure   operational   readiness.   The   upgraded Passport Programme Version 2.0 (PSP V2.0) has been rolled out in all 37 Regional Passport Offices and their Passport Seva Kendra (PSK) and Post Office Passport Seva Kendra (POPSK), in a phased manner and on 26 th May 2025 the Pan-India roll out PSP V2.0 was completed. Further, the Global Passport Seva Programme Version 2.0 (GPSP V2.0)

has  been   implemented   in   all   the   Missions/Posts   worldwide,   in   a

phased manner, and the roll out was completed on 28 th October 2025. A  dedicated   Project   Monitoring   Unit   (PMU)   in   the   PSP   Division continuously monitors system performance and stability, while a 24×7 helpline   provides   round-the-clock   support   to   users   and   resolves operational   issues   ensuring   uninterrupted   and   efficient   service delivery. (e) Opening of  Passport Offices (POs)/ Passport Seva Kendras (PSKs)/ Post Office Passport Seva Kendras (POPSKs) is an on-going activity and depends upon various factors including distance from existing POs/ PSKs/ POPSKs and the volume of passport applications from a particular region. Ministry of  External Affairs in association with Department of  Posts (DoP) had decided in January 2017 to open Seva Kendras at the Head Post Offices (HPO)/Post Offices (PO) in the country called Post Office Passport Seva Kendras (POPSK) in each Lok Sabha Constituency (LSC), including Sidhi LSC in Madhya Pradesh, where there is no PSK or POPSK.   Currently, there is no PSK or POPSK in Sidhi LSC and the DoP has been requested to provide a suitable space for opening a POPSK in Sidhi LSC of Madhya Pradesh. *****