Download - eOdisha Summit 2014 - eGovernance in Odisha... - Padma Mahanti, Regional Passport Officer, Odisha
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2
Motivators
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oGrowing demand
oHeightened expectations of citizensoNeed to comply with international travel
standardsoNeed for a platform to issue e-Passports in
futureoLimited reachoLack of amenities and infrastructureoLack of standardizationoLack of certainty of serviceoLimited scalability
Year: 2013 India Population :
1.23 BillionPassport holders :
52 Million
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Vision
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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 a committed, trained & motivated workforce
4Public-Private-Partnership model
Build Own Operate Transfer (BOOT) model
Vision Realization
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Accessibility
TCS
Transparency Processes Reliability
Citizen Experienc
eTimelines
sWorkforce Manageme
nt
• Tier 3 Data Center and active-active Disaster Recovery Center, NOC• 77 World Class Passport Seva Kendras (Leasing, fit out, IT and non IT infra,
running), 37 Passport Offices (IT infra)• CPPF• Fully Automated, Re-engineered, Workflow based processes• Application Development, Online Portal, Data Migration• Security, SOC• 17 Language, 24*7 National Call Center• Highly Motivated Teams• Change Management, Communication Management• Citizen Feedback and Grievance Management• Police interface, India Post, ISP (Nashik)• Missions/Posts. Immigration
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Passport Seva Project - Journey
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2007 – 2009 2010 - 2011 2012 Onwards
Project Initiation(Oct ’08)
Pilot certificatio
n by S.T.Q.C.,
DeitY(Jan ‘11)
Launch of Pilot
(May ‘10)
Countrywide rollout begins: 8th PSK
launched in Tamil
Nadu(Jun ‘11)
Infrastructure set
up & Applicatio
nDevelopm
ent
All 77 PSKs are
operationally ready
(May ’12)
Certification &
Commencement of
Operations Phase of
PSP(Jun ‘12)
PSP Mobile Application ‘mPassport
Seva’ is launched(Mar ’13)
PSP Online Payment System is launched(Jun ‘13)
PSP SMS Tracking facility is launched(Nov ’13)
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Numbers Speak
6Note: Data above as of 15th Jan, 2014
77 PSKs across 23 states in 63 cities
180 Missions & Posts, 34 Immigration Centres
0.75 Million sq ft of real estate
7000+ Users trained: 1700+ RPO Staff, 2200+ Police & 3000 TCS customer service staff
90 m+ Records migrated from legacy system
1.5 Crore+ Calls to date @Call Center
20,000+ Calls Daily
17 Languages supported at the 24x7 Call Center
14,600+ Additional Citizen Service Hours/Day
650+ Transactions / Sec
70 Lac+ Online Business Transactions / Day
99.99 % System Availability
1.5 Crore+ Applications received till date
1.4 Crore+ Passports Issued
42,000+ Daily Footfall
99.5% Citizen Satisfaction Index at PSKs
3K Peak Team
Size
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Transformation brought in …
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2008 2013
Variations in processes &
procedures
Inadequate amenities
Long & uncertain wait ( Service Time : 21-180 days)
Manual & error prone
processes
Standardized processes across all passport offices
Best in class facilities
Certainty of services
Increased Reliability - Automated processes
Limited reach & accessibility Increased reach & accessibility
- Re-engineered efficient processes- End-to-end automation- Real time data : Accurate /timely decision making
- World class Infrastructure at PSKs - Special facilities for physically challenged- Comfort and Convenience to applicants
- Single visit to PSK , Granting decision in front of applicant- Avg. time for Police Verification : 11 to 45 days- Avg. Passport dispatch time (excl. PV time) : 3 to 30 days
- Issuance of error free passports- Strengthened Duplicity & PAC check- Biometrics data capture
- 77 PSKs, 37 RPOs pan India; 1800+ service counters added- Increase in citizen service time from 4 to 7 hours- Online Portal & Multi-lingual call center
Non transparent working procedures Increased transparency- Granting Decision in front of applicant- FIFO & Workflow based services - SLA based services
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ImpactSocial Impact
Environmental Impact
Citizen Service Impact
National Security
1800+ Jobs created in small
towns.
Physical Form / Photograph not required
40,000 Daily footfall at PSKs.
Savings in paper
Savings in travel and fuel
CSR activities at PSKs - blood donation
drives, beach cleaning, food &
clothes distribution to orphanages
Strategic Control De -duplication algorithm to ensure
“1 Citizen 1 Passport”Use of Digital Signature
40,000 Matches carried out daily across 100 Mn records
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Culture of Innovation & Continuous Improvement
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PSK Design Philosophy
TCS
Self Service Kiosk
Electronic Queue
Management
Single Point Enrolment
LSI Image
SMS Service Tracking
Online Payments
mPassport
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Awards & Recognition
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‘Award of Excellence’ in Project Category (G2C)’ at the CSI -
Nihilent e-Governance Awards 2011-12
‘Promising Innovation Award’ - Regional rounds of Tata
Innovista 2012-13
Passport Seva Project felicitated by GOVERNANCE now as a BIG DATA
LEADER
‘Award of Excellence ’ at eIndia Governance Award 2013
‘Best Executed Project Award’ at TCS BLITZ 2012-
13
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Project: Future Roadmap
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Missions Integration
Integration with CSCs (Common Service Centres)
Facsimile Signatures
Handheld devices for Police
Centralized High Speed
Printing
Online Document Verification
1212
A snap shot of passport seva project in Odisha
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PSP - Workforce
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PSP - Expanding the network of services
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My Government has successfully completed the implementation of the Passport Seva Project, one of the mission-mode projects under the National e-Governance Plan, to deliver passport related
services to our citizens in a timely, convenient and transparent manner
Pranab Mukherjee,President, India
Addressing the Joint Sitting of the two Houses of Parliament
My Government has embarked upon a comprehensive overhaul of the Passport issuance system through the mission-mode "Passport Seva
Project" which is expected to be fully implemented during 2012.
Pratibha Patil,Former President, India
Thank You