**Executive Summary**
This document addresses Starred Question No. 99 in Lok Sabha regarding the upgraded Passport Seva Programme (PSP V2.0). It provides details on the implementation status, technological features, service improvements, security measures, and future roadmap of the program globally. The document was answered on December 5, 2025.
**Key Points / Main Content**
* **Implementation Status:**
* PSP V2.0 has been rolled out in all 37 Regional Passport Offices (RPOs) and associated Passport Seva Kendras (PSKs) and Post Office Passport Seva Kendras (POPSKs), completed May 26, 2025.
* Global Passport Seva Programme Version 2.0 (GPSP V2.0) has been implemented in 202 Missions/Posts worldwide, completed October 28, 2025.
* **Technological Features of PSP V2.0:**
* AI-enabled assistance for document verification and data analytics.
* Virtual assistance (chatbot) to address citizen queries.
* Automated biometric data matching.
* Radio Frequency Identification (RFID) chip in e-Passports storing demographic information and photographs.
* Advanced data encryption in e-Passports.
* Public Key Infrastructure (PKI) for data protection.
* Compliance with International Civil Aviation Organization (ICAO) standards.
* **Service Improvement Assessment:**
* Improvements in service-delivery timelines, transparency, and citizen satisfaction are being assessed through appointment cycle monitoring, pendency reports, data analytics, and dashboards.
* A Service Request Management (SRM) tool is implemented in PSP.
* Feedback is captured via self-service kiosks/feedback screens.
* 24x7 call center service with multilingual support.
* **Security Measures:**
* Enterprise-grade security framework providing comprehensive protection.
* PSP application's security tools provide comprehensive protection across multiple areas, including identity and access security, data security and application security.
* Robust vulnerability management and Security Information and Event Management (SIEM) based monitoring.
* **Digital Infrastructure Improvements:**
* New digital tools to improve passport application and grievance redressal.
* Applicants benefit from chatbot and citizen centric service delivery system.
* Real-time SMS/email alerts.
* Feedback kiosks.
* **Operational Enhancements:**
* Real-time monitoring by Network Operations Centre (NOC) and Security Operations Centre (SOC).
* 447 candidates have been recommended by Staff Selection Commission in the year 2025.
* Officers on Special Duty (OSD) appointed from other services.
* **Future Roadmap:**
* Further modernize passport governance and expand global coverage of PSP V2.0.
* Continuous capacity building and infrastructure upgrades at RPOs, PSKs, POPSKs, and Missions/Posts.
**Impact Analysis**
**Stakeholder: Citizens**
**Impact**
Enhanced passport services, including faster processing, improved transparency, and user-friendly digital tools.
**Action Required**
Utilize the new digital tools and feedback mechanisms to engage with the PSP V2.0.
**Stakeholder: Passport Offices (RPOs, PSKs, POPSKs)**
**Impact**
Requirement to implement and utilize the upgraded PSP V2.0 system and adhere to the new operational guidelines.
**Action Required**
Implement and utilize the upgraded PSP V2.0 system and adhere to the new operational guidelines and participate in continuous capacity building and infrastructure upgrades.
**Stakeholder: Ministry of External Affairs (MEA)**
**Impact**
Responsible for overseeing the implementation and monitoring the performance of PSP V2.0.
**Action Required**
Monitor the performance of PSP V2.0 and make necessary adjustments to the program.
**Stakeholder: Indian Missions/Posts Worldwide**
**Impact**
Requirement to implement and utilize the GPSP V2.0 system and adhere to the new operational guidelines.
**Action Required**
Implement and utilize the GPSP V2.0 system and adhere to the new operational guidelines and participate in continuous capacity building and infrastructure upgrades.
Key Entities Referenced
Passport Seva Programme Version 2.0 (PSP V2.0): Upgraded passport application and issuance program aimed at improving service delivery, transparency, and citizen satisfaction, including AI-enabled assistance and e-passports.
Ministry of External Affairs: The ministry overseeing the implementation and operation of the Passport Seva Programme, including its various divisions and units.
Lok Sabha: Parliamentary body where the starred question regarding the Passport Seva Programme was raised.
Regional Passport Offices (RPOs): Local passport issuing offices that are part of the Passport Seva Programme's infrastructure.
GOVERNMENT OF INDIA
MINISTRY OF EXTERNAL AFFAIRS
LOK SABHA
STARRED QUESTION NO - 99
ANSWERED ON 05.12.2025
UPGRADED PASSPORT SEVA PROGRAMME
*99. SHRI ANUP SANJAY DHOTRE
SMT. SMITA UDAY WAGH
Will the Minister of EXTERNAL AFFAIRS be pleased to state :-
(a) the current status of implementation of the upgraded Passport
Seva Programme Version 2.0 (PSP V2.0) across all Indian Missions and
Posts worldwide, along with details of advanced technological
features introduced, including AI-enabled assistance, biometric
upgrades and the global rollout of next-generation e-passports;
(b) whether the Government has made any assessment of the
improvements in service-delivery timelines, transparency and citizen
satisfaction since the global launch of PSP V2.0, if so, the details
thereof;
(c) the specific measures taken to ensure data security, cyber-
resilience and protection of privacy of citizen information being
1handled through the upgraded, digitalized system in adherence to
international standards and best practices;
(d) the steps initiated to strengthen digital infrastructure, staff
capacity and real-time monitoring systems for seamless passport and
consular service delivery; and
(e) the future roadmap planned to further modernize passport
governance, consular services and expand global coverage of PSP
V2.0 ?
ANSWER
THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS
(SHRI PABITRA MARGHERITA)
(a) to (e) A statement is laid on the table of the House.
*****
2STATEMENT REFERRED TO IN REPLY TO PARTS (a) TO (e) IN RESPECT
OF LOK SABHA STARRED QUESTION NO.*99 FOR REPLY ON 05.12.2025
REGARDING UPGRADED PASSPORT SEVA PROGRAMME
(a) The upgraded Passport Programme Version 2.0 (PSP V2.0) has been
rolled out in all 37 Regional Passport Offices (RPOs) and their Passport
Seva Kendras (PSKs) and Post Office Passport Seva Kendras (POPSKs), in
a phased manner and on 26th May 2025, roll out of PSP V2.0 was
completed at the country level. Further, the Global Passport Seva
Programme Version 2.0 (GPSP V2.0) has been implemented in 202
Missions/Posts worldwide, in a phased manner, and the roll out of GPSP
V2.0 was completed on 28th October 2025.
The advanced technological features introduced in PSP V2.0 are:
(i) Artificial Intelligence (AI) enabled assistance is incorporated in the
PSP V2.0 for document verification and data analytics.
(ii) Virtual assistance in the form of chatbot is provided to address
citizens’ queries.
(iii) Automated biometric data matching strengthens security and
enhances decision-making during passport application processing.
(iv) Radio Frequency Identification (RFID) chip embedded in the e-
Passport stores demographic information and photograph.
3(v) Advanced encryption of data in the e-Passport enables safe and
secure data validation.
(vi) Public Key Infrastructure (PKI) protects sensitive data from
unauthorized access and tampering.
(vii) PSP V2.0 is designed to meet International Civil Aviation
Organization (ICAO) standards for worldwide recognition and
interoperability.
(b) Yes. Under PSP V2.0/GPSP V2.0, the assessment of improvements in
service-delivery timelines, transparency and citizen satisfaction are being
done through various mechanisms such as monitoring of appointment
cycles and pendency reports, data analytics and various dashboards
available with the respective RPOs/Missions & Posts and with Project
Monitoring Unit (PMU) of PSP Division, Ministry of External Affairs (MEA).
These aspects are part of Service Level Agreement (SLA) with the service
provider.
A Service Request Management (SRM) tool has been implemented in PSP
application, through which any kind of issue/ service request can be made
by the respective RPO. For the purpose of getting feedback from the
citizens, self-service kiosks/ feedback screens are installed at Passport
Seva Kendra (PSK)/ Post Office Passport Seva Kendra (POPSK)
functioning at different places to capture feedback from citizens on
4service experience, which are continuously monitored at the Ministry
level. In addition to the above, there is a 24x7 call-centre serving in 17
different languages (location wise) for clarification and issue resolution
for citizens. Digital processes, data analytics and biometric validation
have resulted in measurable improvements in passport processing and
issuance timelines.
(c) PSP V2.0 and GPSP V2.0 are enabled with a mature enterprise-grade
security framework that delivers comprehensive protection across the
ecosystem. The PSP application’s security tools provide comprehensive
protection across multiple areas, including identity and access security,
data security and application security. It also incorporates robust
vulnerability management and Security Information and Event
Management (SIEM) based monitoring, to protect citizens’ personal data
from breaches and misuse.
(d) New digital tools introduced to strengthen digital infrastructure under
PSP V2.0 have significantly improved the passport application and
grievance-redressal experience by making the process faster, transparent
and more user-friendly.
Applicants benefit from chatbot and citizen centric service delivery
system that guide them to the correct service page, provide information
on required documents, appointment availability and nearest PSK/POPSK.
Automated biometric matching strengthens security and accelerates
5decision-making during application processing. Real-time SMS/email
alerts keep citizens informed at every stage of their application cycle. In
addition, feedback kiosks installed at PSKs capture both qualitative and
quantitative inputs from applicants, which are analyzed to improve
service delivery and citizen satisfaction.
Real time monitoring of the entire PSP application is done by Network
Operations Centre (NOC) and Security Operations Centre (SOC) under the
supervision of Project Management Unit (PMU) of PSP Division, MEA.
The Ministry is taking appropriate measures for filling up the vacancies.
Staff Selection Commission has recommended a total of 447 candidates
in the year 2025 for appointment on direct recruitment basis in the grades
of Assistant Superintendent, Junior Translation Officer, Stenographer,
Junior Passport Assistant, and Office Assistant for the Passport Offices.
Separately, the Ministry has also appointed Officers on Special Duty from
other services in the Passport Offices on deputation basis. Promotions
through Departmental Promotion Committees and Limited Departmental
Competitive Examination are being carried out in a timely manner. In
addition to this, the Ministry has engaged Young Professionals, Data Entry
Operators and Multi-Tasking Staff on contractual basis in the Passport
Offices.
(e) The future roadmap of the Government is to further modernize
passport governance, strengthen and expand the global coverage of PSP
6V2.0 for Indian citizens, ensuring secure and fast immigration and
enhanced citizen-centric digital services. With 202 Indian Missions/ Posts
already covered under PSP application, new missions/ posts will be added
to this programme as they begin operations.
The roadmap to modernize and improve services also emphasizes on
continuous capacity building and infrastructure upgrades at all RPOs,
PSKs, POPSKs and Missions/Posts abroad to deliver faster, secure and
seamless services to Indian Citizens.
*****
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