About Passport Seva Project

Measures like extensive computerization, decentralization of collection of passport applications through PACCs/DPCs/SPCs, opening of new passport offices and reforms in the Central Passport Organization having fallen short of meeting the fast growing passport demand and heightened expectations of the public, a need was felt for complete overhaul of passport issuance system. To address this need, a Mission Mode Project named Passport Seva Project (PSP) was identified under the National e-Governance Plan. The PSP aims "to deliver all Passport-related services to the citizens in a timely, transparent, more accessible, reliable manner & in a comfortable environment through streamlined processes and committed, trained & motivated workforce". The PSP has been launched in Public-Private-Partnership (PPP) mode with M/s. Tata Consultancy Services as Service Provider. The sovereign and fiduciary functions like verification, granting, issuing/revocation/impounding of passports have been retained by MEA. The ownership and strategic control of the core assets including data/information is with the Ministry.

Passport Seva enables simple, efficient and transparent processes for delivery of passport related services. Apart from creating a countrywide networked environment for Government officials, it aims to integrate with the state police for physical verification of applicant's particulars and antecedents and with India Post for delivery of passports. Key aspects of the service transformation achieved by PSP are as follows : Increased Network : As extended arms of 37 Passport Offices, 77 Passport Seva Kendras (PSKs) and 16 Passport Seva Laghu Kendras(PSLK) are being established across the country as part of Passport Seva. Anywhere Anytime Access : Citizens can submit their passport applications and seek an appointment through the PSP portal(www.passportindia.gov.in) at their convenience. The portal provides comprehensive and latest information on all passport related services. Citizens can plan their visit to the nearest PSK at the appointment date/time, thus avoiding long queues and inconvenience. State of the Art Technology Infrastructure : Passport Seva is supported by state-of-the-art technology infrastructure which enables end-to-end passport services to be delivered with enhanced security comparable to the best in the world. The photograph and biometrics of the applicants are captured when they visit the PSK. Their applications and supporting documents are digitized and stored in the system for further processing. Improved Amenities : The PSK provides a world class ambience. Amenities in every PSK include helpful guides, information kiosks, photocopying, food and beverage facilities, public phone booth, baby care, newspapers and journals and television in a comfortable air-conditioned waiting lounge. The Electronic Queue Management System ensures the 'first-in-first-out' principle in application processing. Call Centre & Helpdesk : A multi-lingual call centre operating in 17 Indian languages enables citizens to obtain passport service related information and receive updates about their passport applications, round the clock, seven days a week. An e-mail based helpdesk also provides information on passport services. Integration with Police and India Post : The PSP network connects with the State Police across all the states and union territories. The applicant's data is sent electronically for police verification. PSP also provides an interface to India Post for tracking delivery of passport to citizens.

The pilot project was launched in Bangalore and Chandigarh in May 2010 and August 2010 respectively. After certification of the Project by the Standardization, Testing & Quality Certification, the Third Party Audit Agency under the Department of Information Technology in January 2011, the Passport Seva Project was cleared for launch across the country. The Project is slated for completion during 2011-12.

New Process for Online Appointment Booking

1.     Introduction

The process for booking PSK appointments through Passport Seva Online Portal has undergone a few changes. As per the new process, appointment date/time will be automatically allotted by the system as per the availability of appointment slots at the desired PSK. 

Prior payment of passport service fee will be mandatory for booking appointments at PSKs. For this purpose, the Online Payment feature has been introduced through the Passport Seva Online Portal www.passportindia.gov.in. The Online Payment functionality will be deployed in phased manner starting with the Dehradun Passport Office.

An applicant will be able to cancel/reschedule the appointment only twice within one year of first appointment date. System will not allow booking of online appointment for that ARN once two reschedule options are exercised or first appointment was scheduled more than one year ago.

These changes will be effective from 01-Jun-2013.

2. Appointment Booking Process for PSKs where Online Payment is NOT Mandatory for Appointments

1. Generate an ARN online for the desired passport service.

2. Select the ARN and click the Schedule Appointment link.

Figure 1

3. Select the Appointment Quota (required only in case of Tatkaal ARNs), and click the Next button.

4. Select PSK location whose appointment is sought, enter Captcha characters displayed, and click the Next button. 

5. System will display the next available appointment date for the selected PSK. Click the Book Appointment button to book an appointment.

Figure 2

Note: In case appointments are not currently available for the desired PSK/Appointment Quota, system will display the message ‘Currently no appointment is available for the selected Passport Seva Kendra (PSK). Please try scheduling an appointment from <next availability date/time> onwards. ‘.

6. An appointment slot will be automatically booked by the system for the ARN, and the same will be displayed on screen.

Figure 3

7. Click Print Application Receipt to take a printout of Appointment Receipt and carry it along with the required documents while visiting the PSK on the appointed date and time.

3. Process for PSKs where Online Payment is Mandatory for Appointment Booking

Prior payment of applicable passport service fee has been made mandatory for booking appointments in Passport Seva Kendras of a few Passport Offices. For this purpose, the Online Payment feature has been introduced. The Online Payment functionality will be deployed in an RPO-wise phased manner.

Online payment for Passport or related service fee can be done using one of the following payment modes:

 e-Payment Modes:

 Internet Banking (through SBI and associate bank accounts only)

 Debit Card (Visa and MasterCard only)

 Credit Card (Visa and MasterCard only)

 Challan Payment Mode: Bank Challan (payable at SBI branches in India only)

3.1. Internet Banking

Applicant needs to perform the following steps for payment through the Internet Banking payment mode:

1. Register through the Passport Seva Online Portal and create the User Id.

2. Login with the registered User Id.

3. Click the Apply for Fresh Passport/Reissue of Passport link under the Services section.

4. Generate an ARN under the Normal or Tatkaal scheme either by filling the form Online or by uploading an e-Form.

5. Attempt to schedule an appointment by clicking the Schedule Appointment link on the View Saved/Submitted Applications screen.

6. Select the ‘Appointment Quota’ (Normal/Tatkaal). This option is available only to the applicants with Tatkaal ARNs.

7. Select the preferred PSK for appointment booking.

8. System will display the next available appointment date for the selected PSK. After verifying the details, click the Pay and Book Appointment button to redirect to the SBI’s Multi Option Payment System (MOPS) website. The MOPS screen will be displayed only when appointment is released for the selected PSK under the desired appointment quota.

Figure 4

9. Select NET BANKING as the preferred mode of payment by selecting SBI or any other SBI associate bank listed in the menu. Login using the Internet Banking User Id and password to make Online Payment of indicated passport service fee.

Figure 5

10. Login through the Internet Banking screen to make Online Payment of indicated passport service fee.

11. After successful payment, applicant is redirected to the Passport Seva Online Portal.

12. The Appointment Confirmation screen is displayed along with appointment details. 

13. Click the Print Application Receipt button to print the Appointment Receipt, which contains details of the payment made along with the Payment Reference Number as proof of payment. 

3.2. Credit/Debit Card

Applicant needs to perform the following steps for payment through the Credit/Debit Card payment mode:

1. Follow Steps 1-8 of Section 3.1 Internet Banking to redirect to the SBI’s MOPS website. The MOPS screen will be displayed only when appointment is released for the selected PSK under the desired appointment quota.

2. Select CARD PAYMENTS as the preferred mode of payment by selecting the desired Debit or Credit Card payment option listed in the menu. Login using the Internet Banking User Id and password to make Online Payment of indicated passport service fee.

Figure 6

3. Applicant will need to provide necessary card details as per the following self-explanatory screens.

4. After successful payment, applicant is redirected to the Passport Seva Online Portal.

5. Appointment Confirmation screen is displayed along with appointment details.  

3.3. Challan Payment

Citizens applying for various passport services (Fresh Issuance/Reissue of Passports/IC/PCC) Online through the Passport Seva Online Portal have an option of making respective application fee payments at SBI branches through a system generated Challan. Applicants need to take a printout of the system generated Challan and submit it at a nearby SBI branch along with the indicated application fee in cash. Payment will be reflected after at least two working days of depositing the fee in the SBI branch. Applicants can try booking PSK appointments once the Payment Status is displayed as ‘Success’ in the system.

Applicant needs to perform the following steps for payment through the Challan payment mode:

1. Follow Steps 1-4 of Section 3.1 Internet Banking to redirect to navigate to the View Saved/Submitted Applications screen.

Figure 7

2. Click the Pay using Challan link to navigate display the Make Payment screen.

Figure 8

3. Click the Generate Challan button to generate an SBI Bank Challan.

 

Figure 9

4. Take a printout of this Challan and deposit the same along with the indicated amount (in cash) at any of the SBI branch during banking hours. On deposition, SBI official will enter the fee payment details in the system. The Transaction ID (Bank Journal Number) will be generated and noted in both copies of the Challan. One copy will be kept by the bank and the other copy, duly stamped and signed by bank official, will be returned to the applicant. The ARN details printed on the Challan will be validated by SBI and Payment Status will accordingly be updated in the Passport Seva system after at least two working days.

5. The reconciliation process updates Passport Seva Online Portal regarding Payment Status of the Challan. Applicant will be notified by an e-mail regarding the actualisation of the Challan.

6. Applicant can also track the status of the Challan using the Track Payment Status screen.

 

Figure 10

7. Once the Payment Status is confirmed as ‘Success’, an e-mail will be sent to the applicant (if e-mail ID has been provided while filling application form) to book a PSK appointment. Applicant needs to navigate to the View Saved/Submitted Applications screen and click the Schedule Appointment link to schedule an appointment. 

8. Select the ‘Appointment Quota’ (Normal/Tatkaal). This option is available only to the applicants with Tatkaal ARNs.

9. Select the preferred PSK for appointment booking.

10. Click the Book Appointment button. An Appointment Slot (if available) is booked automatically for the selected PSK. Appointment confirmation screen with appointment details is displayed.

4. Cancel/Reschedule Appointment

Applicant needs to perform the following steps for cancelling or rescheduling a booked appointment:

1. Click the Schedule Appointment link on the View Saved/Submitted Applications screen.

2. Click the Reschedule Appointment/Cancel Appointment button. A confirmation message displaying the count of reschedule/cancel attempts left is shown. 

Figure 11

3. In case of rescheduling the appointment, select the preferred PSK and click the Next button.

4. After checking the available appointment date displayed for the PSK, click the Book Appointment button. An appointment (if available) is booked automatically for the selected PSK and previously booked appointment for the ARN is automatically cancelled.  

5. The Appointment Confirmation screen is displayed with the Print Application Receipt button to print the application receipt.