Mar 06, 2012 08:28 PM
6087 Views
Very recently, I had to renew my passport. Just last year, I had faced an ordeal of renewing my wife's passport at Delhi (Bhikaji Cama Place). Despite all the papers being in order, the chaps took their sweet time and I had to make several visits.
Keeping that experience in mind, I ensured that all the papers are in order (not that in the earlier instance, papers were not in order!) and moreover, decided to apply through Tatkal route so that there is no uncertainty.
Now, in Chennai, the so called Passport Seva Kendra serves at three places, viz: Tambaram, Saligramam and Aminjikkarai. You have to book your appointment in advance online. (Of course, very recently, some categories have been allowed to take walk-in. Please see: https://passportindia.gov.in/AppOnlineProject/news/afterNews.html#chennaiRPO).
So, I religiously filled up the online form. Collected all the necessary papers.
Then, it was time for online booking of appointment. The appointment window opens at 1600 hrs sharp. But, the appointments vanish faster than Tatkal tickets! Yes, you miss one minute, and then you will find that all slots are full and you will have to log in after 24 hours to try your luck next day. The Ministry should sincerely try to do something about this, because this creates unnecessary panic. After all, by experience, I noticed that if you are patient and swift enough, then you can get the slot. Do not panic. The Ministry should consider keeping the appointment window open all the time (like it used to be in the older system). After all, the number of applicants are the same. They have sufficient safeguards to guard against people garnering the slots and misusing them. And, why should the appointments be released only in 48 hours advance?
After, the initial panic, I called up their call centre. Most part of it is IVRS. If you really want to talk to a Customer Service Executive, you have to go through all the menu carefully. Again, in Hindi option, on both the occasions, I noticed that the Executive is just not there and the phone keeps ringing indefinitely. However, in the Tamil option, the response was immediate and the person could clear all the doubts. They were very polite, courteous and gave useful information unlike so many other call centres.
I reached the office at the appointed time. It is well regulated. Spurious persons cannot gain entry. Your papers are initially scrutinised and you are given a token and then you go through three levels. You can take photocopies there itself. You can also view your online application there. They take your photograph there itself. They also record your fingerprints. They show how the passport would appear for you to scrutinise it. They collect the fee in cash. (The person said that in due course, they will accept credit/debit cards). Though about 75 persons are there in each batch, the movement was smooth through electronic displays. Finally, they give an acknowledgment and you leave the office.
In a couple of days, I got the SMS that the passport has been despatched. They gave the despatch reference for me to track the status, if necessary. And, Yahoo!, the passport arrived at my doorstep, as promised. A very refreshing experience indeed! I could not see people shouting or rushing from one counter to another or a mountain of files like I saw in Delhi. The MEA has done an excellent job by outsourcing the activities to TCS.
However, there is scope for improvement in the following areas:
Appointment booking, as already explained.
Help text in the webpage does not really tally with the actual screens.
Sometimes the menu is misleading. Eg: For appointment, they ask you to choose quota (Normal or Tatkal). When the application has been uploaded in a specific category, how can there be separate category of appointment? This was confusing and was cleared by the call centre.
Tea/Coffee vending machines can be installed.
Token displays can be segregated for the three levels.
Though I took my bank statement, which I got from the bank after paying Rs. 350/-, the same was rejected by them saying that there should be a covering letter. This inconvenience could have been avoided by clearly mentioning what exactly they need.
Good work.
