The passport application & renewal in India has become relatively hassle-free and straight-forward, thanks to the new online tracking system. I applied on 20th and got my passport on hand on 31st. The process is transparent – and stage-by-stage, the progress is updated in the web-site at http://passport.gov.in . No stage takes more than a day or two. Police verification stage proceeds smoothly and fast if you go to the police station and give your details with the photocopies of I.D. proofs and the documents that they ask for.
I do have a lot of concerns in the forms and the physical logistics of the passport seva kendra. This is true for the passport seva kendra in Lalbagh, Bangalore, and passport office in Kormangala, wherever specified.
1) Annexure F asks for the applicant name followed by S/O information, using blanks. Nowhere it says in the application or the associated instructions that the applicant’s full name (First name followed by middle name followed by last name) should be entered in the applicant name. Most of us tend to enter just our first name, especially since the S/O is asked immediately after the first name. If we enter just the first name, it is not accepted by the officials.
2) Lalbagh PSV, Bangalore: The place where they issue the tokens and the enquiry area is pretty crowded. Officials don’t realise the fact that every applicant is carrying sensitive documents with them like I.D. proofs and the queue system does not work. Everyone tries to push and fall on each other. If anyone’s document is lost, it is a big problem for them. On the other hand, there is plenty of space inside the seva kendra allocated for the first stage of application processing called the ‘A’ section in the right side of the office, which is not used at all. This space should be around 5000 sq.ft. Why not use this space for receiving the applicants in a well-managed fashion, in a queue or a token system, so that people don’t fall over each other?
3) The no. of people attending to the tokens in the ‘B’ and ‘C’ sections are just 4 people each on a typical day, wherease ‘A’ section has 20 people. This leads to ‘B’ and ‘C’ section applicants waiting for a long time to be served. On the day I went for the interview, 100 applicants were sitting for around 7 hours waiting to be served in ‘B’ and ‘C’ sections. The tokens were being issued even after 4:30 PM, which lead to heavy crowd. It was sad to see the Assistant Regional Passport Officer herself doing the ‘B’ and ‘C’ verifications on the day I went. Her role should be to monitor whether things are moving smoothly in the office and to take actions where required. Token issuance should be stopped once the ‘B’ and ‘C’ section no. of applications become unmanageable. No. of officers processing the ‘B’ and ‘C’ section should be increased.
4) There is a wonderful token issuing software algorithm to manage the applicants category like women, children, senior citizens, tatkal and normal quota, but at the end of the day, we all feel the crunch as the algorithm’s speed does not match with the no. of officers serving the ‘B’ and ‘C’ section. Talk about smart machines managed by not-so-smart people!
5) In the Kormangala passport office, applicants are forced to stand outside without cover in the queue though some limited no. of shaded seats are available, but they are not sufficient. The token issuance windows look like a foreign embassy where applicants are asked to stand outside their office for visa stamping ! (Everyone know the Chennai scene near Gemini flyover!). If India itself treats their citizens like this, how will other countries respect India’s citizens ?
5) Securities manning the exit gate at Lalbagh PSV are openly asking to write their name and mobile number in a form that solicits Tata AIG insurance. This clearly falls in the borderline of illegal marketing. I don’t know who pays the securities – the Ministry of External Affairs (or) Tata AIG. Action has to be taken on this front.
If space and the monitoring and servicing of crowd is done properly in passport seva kendra, things will move a lot faster and smoother. Will the Ministry of External Affairs look into these points and take action?