TCS Ltd: Governance

Waiting in long queues outside passport office, followed by hopping counters once inside, is passé. Online application, single-window service at a pre-appointed time is what has changed the entire experience of obtaining a passport. Passport Seva Project is one of the largest Mission Mode Projects under the National e-Governance Plan. The project being executed by the Ministry of External Affairs in Public-Private-Partnership with Tata Consultancy Services as the Service Partner has successfully transformed the delivery of passport and related services in India. With 39 Passport Issuance Authorities, 77 state-of-the-art Passport Seva Kendras spread across 23 States and 63 cities, the project has expanded the reach of passport related services, ensured service delivery in a transparent manner along with greater security, reliability and within defined service levels. Clocking a citizen satisfaction of over 99.5 per cent, servicing 45,000 citizens daily, the system has processed over 15 million applications already. A 24×7 Call Centre handles close to 25,000 calls per day.