Passport Seva: how TCS nailed the complex project, and its lessons for e-governance ventures
Naomi Gleit
An Indian passport office employee at the Regional Passport Office in Secunderabad, the twin city of Hyderabad, on July 24, 2013.
Synopsis
The passport project is a rare example of public-private collaboration in which both sides won and citizens’ lives became easier. With TCS recently winning the rebid of the project for another eight years, here’s a look at how it overcame enormous challenges to bring efficiency and transparency to the process, and the lessons for similar large initiatives by the government.
In 2008, Dewang Choksi’s daughter had a chance to travel to America. No one in the Choksi family had left the country before and there began a mad scramble to get a Tatkal passport. Someone knew someone who knew someone in the passport office in Mumbai and was willing to help. But the process took too long and the opportunity vanished.Choksi (name changed) was determined not to let this happen again and decided that the whole family would apply
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