Transformation from rule bound government agency to a Customer centric service facility: The case of Indian Passport Offices

Abstract

This paper documents the existing systems, procedures and performance of regional passport offices in India. The system today is administered by rules and procedures. The average (response) time to obtain a passport by an applicant is 147 days as against a target time of 25 days. By systematic analysis, a number of suggestions are made to improve the system response time. The suggestions relate to facilities, process, procedures, resource allocation, manpower deployment, performance measures, technology usage, elimination of activities and change in the managerial approach and orientation. In order to facilitate the implementation of these changes, the suggestions are grouped into four broad groups. It is hoped, eventually this important civil service would transform itself from a rule bound procedure oriented culture to a customer centric, operationally efficient world class service quality organization