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Ovum View; TCS–Indian Passport Office

Transforming Public Sector Services through Process Re-engineering and Digitization

TCS’ successful implementation and operation of the passport project with the Indian Ministry of External Affairs stands out from public sector procurement reforms that have taken place in many mature markets and from mixed experiences with PPP models.

Complex public sector projects always present risks due to the transformation happening in the public sphere and multiple stakeholders trying to influence coverage of the project. These risks are often magnified in emerging markets, as social structures are more fluid and vested interests are more fragmented. Within this context, Tata Consultancy Services’ (TCS’) flagship Indian e-governance passport project for the Ministry of External Affairs is an example of a successful public–private partnership (PPP) that delivered on all its milestones on time and on budget.

The Customer: Ministry of External Affairs, Government of India

Business Scenario: In 2006, the Indian government initiated the National e-Governance Plan (NeGP) to share core and support infrastructure, enable interoperability through standards and present a seamless view of government to citizens. The Passport Seva scheme was one of the government's first projects under the NeGP, and it achieved flagship status through its sheer scale and subsequent strong media attention.

Key highlights of our Solution

  • 77 passport centers rolled out
  • 90 million records migrated from legacy systems
  • More than 13 million passports issued to date
  • 40,000+ applicants handled every day
  • 19,000+ calls daily
  • 17 languages supported

To view the full report, click here.