Lok Sabha Question No. 99 (STARRED), answered on 2025-12-05
Subject: Upgraded Passport Seva Programme
Ministry: EXTERNAL AFFAIRS
Asked by: Shri Anup Sanjay Dhotre, Smt. Smita Uday Wagh

## GOVERNMENT OF INDIA MINISTRY OF EXTERNAL AFFAIRS

## LOK SABHA

## STARRED QUESTION NO - 99

## ANSWERED ON 05.12.2025

## UPGRADED PASSPORT SEVA PROGRAMME

## *99.  SHRI ANUP SANJAY DHOTRE

## SMT. SMITA UDAY WAGH

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

(a)   the   current   status   of   implementation   of   the   upgraded   Passport Seva Programme Version 2.0 (PSP V2.0) across all Indian Missions and Posts   worldwide,   along   with   details   of   advanced   technological features   introduced,   including   AI-enabled   assistance,   biometric upgrades and the global rollout of next-generation e-passports; (b)   whether   the   Government   has   made   any   assessment   of   the improvements in service-delivery timelines, transparency and citizen satisfaction since the global launch of PSP V2.0, if so, the details thereof; (c)   the   specific   measures   taken   to   ensure   data   security,   cyber- resilience   and   protection   of   privacy   of   citizen   information   being

handled through the upgraded, digitalized system in adherence to international standards and best practices; (d)   the   steps   initiated   to   strengthen   digital   infrastructure,   staff capacity and real-time monitoring systems for seamless passport and consular service delivery; and (e)   the   future   roadmap   planned   to   further   modernize   passport governance, consular services and expand global coverage of PSP V2.0 ?

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

( SHRI PABITRA MARGHERITA ) (a) to (e) A statement is laid on the table of the House.

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STATEMENT REFERRED TO IN REPLY TO PARTS (a) TO (e) IN RESPECT OF LOK SABHA STARRED QUESTION NO.*99 FOR REPLY ON 05.12.2025 REGARDING UPGRADED PASSPORT SEVA PROGRAMME

(a)   The upgraded Passport Programme Version 2.0 (PSP V2.0) has been rolled out in all 37 Regional Passport Offices (RPOs) and their Passport Seva Kendras (PSKs) and Post Office Passport Seva Kendras (POPSKs), in a   phased   manner   and   on   26 th May 2025,   roll   out   of   PSP   V2.0   was completed   at   the   country   level.   Further,   the   Global   Passport   Seva Programme   Version   2.0   (GPSP   V2.0)   has   been   implemented   in   202 Missions/Posts worldwide, in a phased manner, and the roll out of GPSP V2.0 was completed on 28 th  October 2025.

## The advanced technological features introduced in PSP V2.0 are:

(i) Artificial Intelligence (AI) enabled assistance is incorporated in the PSP V2.0 for document verification and data analytics. (ii) Virtual assistance in the form of chatbot is provided to address citizens' queries. (iii)   Automated   biometric   data   matching   strengthens   security   and enhances decision-making during passport application processing. (iv)   Radio   Frequency Identification (RFID) chip embedded in the ePassport stores demographic information and photograph.

(v) Advanced encryption of data in the e-Passport enables safe and secure data validation. (vi)   Public   Key   Infrastructure   (PKI)   protects   sensitive   data   from unauthorized access and tampering. (vii)   PSP   V2.0   is   designed   to   meet   International   Civil   Aviation Organization   (ICAO)   standards   for   worldwide   recognition   and interoperability. (b) Yes. Under PSP V2.0/GPSP V2.0, the assessment of improvements in service-delivery timelines, transparency and citizen satisfaction are being done through various mechanisms such as monitoring of appointment cycles   and   pendency   reports,   data   analytics   and   various   dashboards available with the respective RPOs/Missions & Posts and with Project Monitoring Unit (PMU) of PSP Division, Ministry of External Affairs (MEA). These aspects are part of Service Level Agreement (SLA) with the service provider. A Service Request Management (SRM) tool has been implemented in PSP application, through which any kind of issue/ service request can be made by the respective RPO. For the purpose of getting feedback from the citizens, self-service kiosks/ feedback screens are installed at Passport Seva   Kendra   (PSK)/   Post   Office   Passport   Seva   Kendra   (POPSK)

functioning   at   different   places   to   capture   feedback   from   citizens   on

service experience, which are continuously monitored at the Ministry level. In addition to the above, there is a 24x7 call-centre serving in 17 different languages (location wise) for clarification and issue resolution for citizens. Digital processes, data analytics and biometric validation have resulted in measurable improvements in passport processing and issuance timelines. (c) PSP V2.0 and GPSP V2.0 are enabled with a mature enterprise-grade security framework that delivers comprehensive protection across the ecosystem. The PSP application's security tools provide comprehensive protection across multiple areas, including identity and access security, data   security   and   application   security.   It   also   incorporates   robust vulnerability   management   and   Security   Information   and   Event Management (SIEM) based monitoring, to protect citizens' personal data from breaches and misuse. (d) New digital tools introduced to strengthen digital infrastructure under PSP   V2.0   have   significantly   improved   the   passport   application   and grievance-redressal experience by making the process faster, transparent and more user-friendly. 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. In addition, feedback kiosks installed at PSKs capture both qualitative and quantitative   inputs   from   applicants,   which   are   analyzed   to   improve service delivery and citizen satisfaction. Real time monitoring of the entire PSP application is done by Network Operations Centre (NOC) and Security Operations Centre (SOC) under the supervision of Project Management Unit (PMU) of PSP Division, MEA. The Ministry is taking appropriate measures for filling up the vacancies. Staff Selection Commission has recommended a total of 447 candidates in the year 2025 for appointment on direct recruitment basis in the grades of   Assistant   Superintendent,   Junior   Translation   Officer,   Stenographer, Junior Passport Assistant, and Office Assistant for the Passport Offices. Separately, the Ministry has also appointed Officers on Special Duty from other services in the Passport Offices on deputation basis. Promotions through Departmental Promotion Committees and Limited Departmental Competitive Examination are being carried out in a timely manner. In addition to this, the Ministry has engaged Young Professionals, Data Entry Operators and Multi-Tasking Staff on contractual basis in the Passport Offices. (e)   The   future   roadmap   of   the   Government   is   to   further   modernize passport governance, strengthen and expand the global coverage of PSP

V2.0   for   Indian   citizens,   ensuring   secure   and   fast   immigration   and enhanced citizen-centric digital services.  With 202 Indian Missions/ Posts already covered under PSP application, new missions/ posts will be added to this programme as they begin operations. The roadmap to modernize and improve  services  also emphasizes on continuous capacity building and infrastructure upgrades at all RPOs, PSKs, POPSKs and Missions/Posts abroad to deliver faster, secure and seamless services to Indian Citizens. *****