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e-Business
PASSPORT SEVA PROJECT
Agenda
From Offline to Online
Passport Seva Project
The Model
Salient Features
Benefits
Application Procedure
Ensuring Safety
Why from offline to onlineA common mans faces: • Uncooperative staff• Long waiting queues • Unruly crowds • Touts waiting outside the office• Passport still takes at least a month to be delivered
• Number of passports issued went up 2.2 times between 1997 to 2007
• The demand would go up to 1 crore by 2012
• Considerable strain on manpower and infrastructure, • Inevitable delays
• Growing need to make available services like:o Real-time online tracking of status of applicationso An effective enquiry and grievance redressal systemo Digital photo captureo Biometric passports
The project was conceived in 2006Indian government decided to launch the ambitious Passport Seva Project in 2008Project launched under the National e-Governance Plan (NeGP)
Passport Seva Project
The objective behind the project is to deliver services: • Timely• Transparent• Accessible• Reliable • Comfortable environment
Following the cabinets approval of the project through an open tender process, TCS was selected as the service provider of the project for a sum of Rs 1000 crores
VISION: To deliver passport services to citizens in a timely, transparent, more accessible, reliable manner and in a comfortable environment through streamlined processes and committed, trained and motivated workforce
The model
• The project is being implemented in Public Private Partnership mode
• TCS makes the investments upfront on:• All non-strategic infrastructure• Software development• Training• Change management• Citizen Interface
• TCS meanwhile would be paid on a quarterly basis by the MEA after fulfilling the twenty-eight SLAs
• MEA would be involved in:• Building applications • Setting up secure data centers• Disaster recovery centers • Call centres for applicants
• Government would continue to exercise all sovereign and security related functions
Creation of an all India:• Data center • Disaster recovery center• Networking between all passport offices • Electronic file system for passport processing
Salient Features
The entire data including personal information would be residing in the data centre and the disaster recovery centre of MEA under its Project Management Unit
Aim:• Computerization of passport application collection centres• Provision for authenticated e-mail services• Communication between various offices through
authenticated e-mail• Electronic storage and retrieval of documents• Complete tracking of all applications
Working Model
Online Web Portal
Web Server
Application Server
Database
•Infrastructure will be set up by TCS
•Actual Business logic – MEA
•Verification to be done by same officials
CALL CENTER – FOR INFORMATION, GRIEVANCE RESOLUTION
Main Data Center
Disaster Recovery Center in Chennai
STPI- 30 Cr5 years
Architecture
Architecture (2)
Infrastructure
Core Infrastructure o National eGovernment Intranet ( NICNET, ERNET and other
service providers)o State wide Intranets o National eGovernment Data Center o State Data Centers o Security Infrastructure o Resource Centre for E-Governance (PKI etc) o GIS National Spatial Data Infrastructure o Language Resource Centre
Dr B.N. ShettySenior Technical Director & HOD“Because of user doubts,we decided to introduce computerization module by module, office by office”
ITEM OLD SYSTEM NEW SYSTEM
Time taken for Tatkaal Passport. 7 to 14 days 1 day Time taken for Normal Passport. 30 to 45 days 3 daysPublic dealing hours per working
day 4 24
Scope for expansion of passport outlets/counters
LimitedCould be time consuming
Will be expanded in keeping with growing demand
Accountability of employees Difficult to monitor across the country in a manual system
Complete digital signatures trail for each issuance process
Information for applicants Only through website Effective through national call centres and internet
Grievance handling through service level phone, on-line & mail. Limited Immediate
Paperwork 80% manual involving paperwork 100% on computersExchange of information with
police By post - time consuming On-line
Management Information System LimitedWide range of information
available to management for effective control
Benefits
The application procedure
The entire system of Passport Seva will comply with ISO 27001
Selected service provider will have to comply with security provisions at all the three key levels i.e. User level, Application/Data Centre level, and Network/Transport level
The ownership and strategic control of the core and critical assets of the project i.e. Passport application software, system software and Data Centre would be with the Ministry of External Affairs
MEA has appointed the Standard Testing and Quality Control Directorate (STQC) of the Department of Information & Technology to conduct a comprehensive third party security audit
The access to data, data storage media and Passport system will be regulated and monitored very strictly by the (Project Management Unit) PMU/ (Special Purpose Vehicle) SPV
Ensuring Safety
Thank You