SAP-LAP ANALYSIS OF PASSPORT SEVA PROJECT

Abstract

The National e-Governance Plan (NeGP) of Government of India aims to provide all government services accessible to the common man in his locality through common service delivery outlets and ensure efficiency, transparency and reliability of such services at affordable costs to realize the basic needs of the common man. In this major initiative, the Passport Seva Project was launched by the Ministry of External Affairs to redeem the situation by infusion of technology, process reengineering and staff motivation and commitment. The end objective being delivery of Passport Services to the citizens in a timely, transparent, more accessible, reliable manner & in a comfortable environment. Objective: 1. To study the current and previous process of passport application. 2. To thoroughly analyze the roles and responsibilities of actors involved in the process. 3. To suggest the measures for analyzing the performance of system. 4. To find out the gaps in the implementation and adoption of the system, if any.

Execution:

The study started with detailed analysis of past and present system of passport application. This was done with the help of literature review and then questionnaire was made to find out the customer satisfaction from the new process, there by comparing it with the old process. Thereafter, analysis of data received was done and findings were listed along with the future prospects.