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Which are the 27 stringent deliverables TCS is committed to its passport project? TCS says ask MEA

In a reply to a question in the Lok Sabha on 20th March, ministry of external affairs puts the onus of the passport project on TCS; says it is bound to provide services in compliance with 27 stringent service level agreements

While the Master Service Agreement (MSA) is being kept a closely guarded secret despite it being a public document, Preneet Kaur, minister of state in the ministry of external affairs (MEA) has clearly stated in her reply in the Lok Sabha on 20th March, “n terms of the MSA, TCS is bound to provide services in compliance with 27 stringent Service Level Agreements.”


So, what are these 27 service level agreements that the TCS is bound by? Shalini Mathur, Project Head, of Passport Seva Kendra, TCS, in reply to this question states through an email, “I have requested the concerned department in the ministry to respond.”  


However, the extensive reply by the minister in the Lok Sabha brings to light the comprehensive role of the TCS.  Consider the following:

  1. The responsibilities of the service provider (TCS, in this case) include the following:
    a. All hardware, software, networking & PCs of the entire passport system as specified in the RFP (Request for Proposal) and the MSA (Master Service Agreement). 
    b. Physical infrastructure for all PSKs including interiors thereof, as specified in the RFP. 
    c. Data Centre (DC), Disaster Recovery Centre (DRC) and Central Passport Printing Facility (CPPF) set-up 
    d. Maintenance and operations of all the above 
    e. Staff for all private counters at PSKs 
    f. Technical staff for supporting PSK, PO, DC, DRC, CPPF 
    g. Training on the application software, training on general computer skills, soft skills, and customer service & delivery 
    h. Change management and communication strategy & implementation 
    i. Obtaining ISO (9001, 27001, 20000) certifications for the Passport System 
    j. Compliance with the Service Level Agreements (SLAs) 
    k. Call Centre & grievance handling
  2. The MSA includes clauses relating to governance schedule, use and control of PSKs, security and safety, terms of payment, taxation, breach, rectification and termination, protection and limitations, data protection, confidentiality, audit, access and reporting, intellectual property, trademarks/publicity, severability & waiver, dispute resolution, change control, exit management and terms of payment.
  1. A project of this magnitude where nearly 30,000 passport applications are processed daily by the personnel manning the PSKs and many more thousand citizens are attended to by Call Centres, cannot be without operational relations challenges. In terms of the MSA, TCS is bound to provide services in compliance with 27 stringent Service Level Agreements. A Grievance Redressal mechanism is in place as part of the Programme Governance Structure. Whenever a complaint is received, it is redressed forthwith in consultation with the heads of PSKs, RPOs and TCS. The government has clearly delineated the role of TCS staff in the System for its smooth functioning.
  1. Following a two bid process, Tata Consultancy Services (TCS) was selected as service provider in May 2008 for implementation of Passport Seva Project. A Master Service Agreement (MSA) was signed by the MEA with TCS on 13 October 2008. TCS would recover its cost through service charge per passport based on volumes and subject to 27 stringent service delivery levels. These service delivery levels encompass various parameters such as external and internal efficiency; external, internal and technical effectiveness; environment and ambience and customer relations. The achievement and sustenance of these service levels requires a holistic approach to service delivery and optimization across technology, business process and people on a continuous basis.
  1.  This IT driven project is run with over 3,000 persons deployed from the private service provider and 2,500 officials from the MEA. The project runs on the Build-Own-Operate-Transfer model wherein the initial investments are by the private partner. There is minimal investment from the government.
  1. Only front-end activities, such as token issuance, initial scrutiny of the application forms, acceptance of fee, scanning of the documents, taking photos and biometrics are performed by the service provider’s staff. The sovereign and fiduciary functions such as verification of documents, police verification, decision on grant of passports, revocation, impounding of passports, printing and dispatch of passports, are performed by the government personnel.

Kaur concluded that, “The agreement with TCS to operate and maintain the Passport Seva System is valid till 11 June 2018 with provision for its renewal for further two years. The government, therefore, is in no position at present to indicate any future course of action as regards renewal or cancellation of the agreement.”



Vinay Joshi

4 years ago

Just petition the Rajya Sabha to get MSA. 4rward a copy to Shalini Mathur, she will be at your door step with the same.

Also petition to get the list of all the bidders, as per the said bidding process, the respective bids & the criterion of selecting TCS, irrespective of two bids process.

RS is bound & constitutionally mandated to furnish this information, not essential that RS member should countersign such a petition. The details to petition can be sought from its website.

Five years down, no progress.
What can be done in next five years? Taxpayers money.

It should be pertinent to hold a 'press conference' & blast.

TCS to be told in no uncertain terms.

Mr. S Ramadorai, is heading PMO's 'skill development', advisory council. [newly introduced feature in FinBill'13.]



4 years ago

A pardon should be given to all convicts and undertrials who fulfil the following criteria:
1) have committed the same misdemenour as Sanjay Dutt has
2) have had trials going on for 20 years in which tghey have been out on bail
3) have had their income affected during this period
4) have children
5) are younger than 35 and have served 18 months in Jail
6) are over5 70 and have been in jail for 20 years
7) are or have been in the film industry

Sensex, Nifty may soon witness a correction: Tuesday Closing Report

The Nifty has to maintain itself above 5,675 to sustain the uptrend

The market settled in the positive on all-round gains in the second half of trade. The Nifty has to maintain itself above 5,675 to sustain the uptrend. The National Stock Exchange (NSE) reported a volume of 58.90 crore shares and advance-decline ratio of 1153:382.
The market witnessed a lacklustre opening on concerns about the pace of economic growth following not-so-impressive indicators that were released yesterday. Unimpressive domestic auto sales figures for March 2013 also weighed on the sentiments. On the global front, markets in Asia, excluding Japan, were mostly higher in morning trade on hopes that growth will pick up. US markets settled lower on weak manufacturing data for March.
The Nifty opened two points down at 5,702 and the Sensex resumed trade at 18,864, down one point from its previous close. Trade was range-bound for a major part of the morning session in the absence of any triggers. 
Meanwhile, the benchmarks fell to their lows at around 10.00am. At this point, the Nifty fell to 5,687 and the Sensex retracted to 18,827.
Buying in metal, capital goods and oil & gas stocks helped the benchmarks emerge into the positive in noon trade. A positive opening of the key European markets saw the domestic indices move further northwards in the second half of the trading session. All sectoral indices on the BSE were trading in the positive on all-round buying support.
The market hit its intraday high in the last hour of trade with the Nifty touching 5,755 and the Sensex climbing to 19,061. The market settled a tad off the highs, making it the fourth positive close in a row.
The Nifty settled 44 points (0.77%) higher at 5,748 and the Sensex gained 176 point (0.93%) to finish the session at 19,041.
Among the broader indices, the BSE Mid-cap index surged 1.43% and the BSE Small-cap index jumped 2.28%.
All sectoral indices closed in the positive. The top gainers were BSE Metal (up 2.07%); BSE Oil & Gas (up 1.99%); BSE Capital Goods (up 1.88%); BSE Healthcare (up 1.82%) and BSE PSU (up 1.73%).
Twenty-three of the 30 stocks on the Sensex closed in the positive. The major gainers were Sun Pharmaceutical Industries (up 4.61%); Wipro (up 4.28%); Sterlite Industries (up 3.79%); ONGC (up 2.76%) and Jindal Steel & Power (up 2.53%). The chief losers were Bajaj Auto (down 1.53%); HDFC (down 0.74%); Tata Power (down 0.47%); Bharti Airtel and ICICI Bank (down 0.41% each).
The top two A Group gainers on the BSE were—Reliance Communications (up 10.86%) and Eicher Motors (up 7.82%). 
The top two A Group losers on the BSE were—Satyam Computer Services (down 5.75%) and Tech Mahindra (down 3.43%).
The top two B Group gainers on the BSE were—Bihar Sponge Iron (up 20%) and Reliance Industrial Infrastructure (up 20%).
The top two B Group losers on the BSE were—Shimoga Technologies (down 20%) and GI Engineering Solutions (down 14%).
Of the 50 stocks on the Nifty, 36 ended in the green. The key gainers were Sun Pharma (up 4.97%); Reliance Infrastructure (up 4.77%); Sesa Goa (up 4.13%); IDFC (up 3.51%) and Cairn India (up 3.11%). The major losers were Bajaj Auto (down 1.36%); Asian Paints (down 1.31%); HDFC (down 1.11%); Axis Bank (down 0.98%) and Tata Power (down 0.73%).
Markets in Asia closed mostly higher on hopes of a revival of the global economy. On the other hand, the Nikkei declined over 1% as the yen strengthened to a new one-month high against the dollar. The Shanghai Composite closed lower on news that curbs on drug prices might reduce margins of pharmaceutical distributors.
The Hang Seng rose 0.31%; the Jakarta Composite gained 0.40%; the KLSE Composite surged 1.04%; the Straits Times climbed 0.30% and the Taiwan Weighted rose 0.18%. Among the losers, the Shanghai Composite fell 0.30%; the Nikkei 225 dropped 1.08% and the Seoul Composite declined 0.49%.
At the time of writing, the CAC 40 of France was 1.11% higher; the DAX of Germany rose 1.19% and UK’s FTSE 100 was trading 1.02% higher. At the same time, the US stock futures were in the positive, indicating a firm opening for US stock later in the day. 
Back home, foreign institutional investors were net buyers of shares totalling Rs313.07 crore on Monday. On the other hand, domestic institutional investors were net sellers of stocks aggregating Rs269.16 crore.
Soma Textiles & Industries has signed a business transfer agreement with GTN Engineering (India) for sale of the company’s unit at Baramati in Maharashtra on slump sale basis at a total lump sump sale consideration of Rs29.80 crore. Soma Textiles fell 7.59% to close at Rs3.65 on the NSE.
A section of workmen affiliated to Goa Trade & Commercial Worker's Union (affiliated to AITUC) of GKB Ophthalmics has resorted to an indefinite strike with effect from 2 April 2013, thereby bringing down the production to a 25% level. However the stock rose 8.07% to close at Rs 20.75 on the NSE.



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