The Indian government is gearing up to employ cutting-edge technologies like Artificial Intelligence (AI) and advanced analytics to streamline its Passport Seva services. These innovations are poised to reshape the application and renewal procedures, as well as bolster the digital interface’s security.
Passport Seva Program 2.0: A Collaborative Endeavor
The Ministry of External Affairs has embarked on the ambitious Passport Seva Program 2.0, collaborating closely with the renowned service partner Tata Consultancy Services (TCS). This partnership aims to enhance the passport issuance process, thereby modernizing the system and optimizing its operations.
A Global Passport Issuer
Building on the momentum of the past year, the Passport Issuing Authorities (PIA) both domestically and internationally collectively issued more than 13.32 million passports in 2022. This achievement catapulted India to the esteemed position of being the world’s third-largest passport issuer, trailing behind only China and the United States.
AI-powered Transformation: Digital, Paperless, Cashless
The government’s vision for the future of passport services is multifaceted. A pivotal component of this strategy involves integrating AI-powered chatbots and automated response management systems. This integration aims to revolutionize the entire process, transitioning it into a realm where it becomes entirely digital, devoid of paper usage, and operates on cashless principles. While this transition has been a persistent goal over the years, its full implementation has been met with challenges.
Aadhaar Integration: A Stepping Stone
The potential breakthrough in this endeavor lies in the integration of the Passport Seva System with Aadhaar data. Officials believe that this integration could significantly expedite the realization of the aforementioned goals. In tandem with this, AI-driven text message and email alerts are envisaged to be sent to citizens at various stages of application submission and processing. This will serve to keep applicants well-informed throughout the entire lifecycle of the passport issuance system.
Elevating Security with ePassports
In a stride towards enhanced security, the government aims to introduce facial and biometric matching solutions with the launch of the ePassport. Designed in accordance with international standards, ePassports incorporate an electronic microprocessor chip within the passport booklet. This chip securely stores biographical information and boasts a unique digital security feature, commonly referred to as a ‘digital signature’, specific to each country. This feature can be authenticated using the respective country’s certificates. While a trial run has seen 20,000 official and diplomatic ePassports issued, broader implementation has encountered delays. The Ministry of External Affairs, in collaboration with the Indian Security Press and the National Informatics Centre, is actively working on developing chip-enabled ePassports fortified with enhanced security features.
Technological Ensemble: RPA and NLP
In addition to the above measures, the government is contemplating the incorporation of Robotic Process Automation (RPA) and Natural Language Processing (NLP) technologies. These advancements are poised to further streamline operations, improve customer interactions, and create a more seamless passport application experience.
As the government fervently embraces these advanced technologies, the future of Passport Seva services in India holds the promise of increased efficiency, heightened security, and a transformative digital experience for its citizens.
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Source:Business Standard
