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.”

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    COMMENTS

    Vinay Joshi

    8 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.]

    Regards,

    Seshamani

    8 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

    How defrauded customers taught Timtara.com a lesson using social media

    Several customers cheated by the online shopping portal came together through social media and kept up pressure on the police, which finally led to arrest of the timtara.com’s top executives

    In an extraordinary effort, several cheated consumers of online shopping portal Timtara.com kept up the pressure on the local police through social media, resulting in the arrest of the website’s top executives. After lot of hue and cry and around 200 complaints from cheated customers, last week the Delhi police arrested Arindam Bose, director of timatara.com, and his associate Harish Ahluwalia. Setting an example, these consumers showed how to successfully use social media to track and lodge complaints against the online shopping portal.

     

    Several customers, who were cheated by Timtara.com, joined hands through a Facebook page (which was later closed by the social networking site). Members (and cheated customers of Timtara.com) like Deepak Agnihotri, Neeraj Prasad, Ankit Sharma, Vikalp Gupta and others filed cases with the Delhi police, Noida police as well as the Economic Offences Wing (EOW).

     

    “We put up immense pressure on the police to file a first information report (FIR) against Arindam Bose, Harish Ahluwalia and others. At least one among us would call and ask details from the police station several times a day. I don't know why it took so long for the police to register the FIR but finally they did. In the meantime, the company was selectively refunding money to members. In fact, just a week before registering the case, Timtara.com refunded me. However, we continued with our efforts and filed case against them," said Neeraj Prasad.

     

    Prasad said, several cheated customers of Timtara.com came together on Facebook through various forums, like “timtara.com consumer voice”. He also created a Facebook page “timtara.com fraud website” to create awareness. “However,” he said, “It was a matter of extreme frustration that Facebook sided with the frauds and shut down the page without any courtesy as warning, etc. This page had listed photos and addresses of all the known timtara.com employees.”

     

    The group then contacted a lawyer and sent a legal notice demanding Rs50 lakh as punitive damages from Timtara.com. After receiving the notice, the portal started selectively paying money. “They (Timtara.com) refunded money to a few other people who were not among the complainants so as to discourage more people joining us. They even sent old/repaired goods to some members from our group,” Prasad said.

     

    Finally the case was registered against the company in the consumer court and on 30th March, police arrested Bose and his associate Ahluwalia.

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    COMMENTS

    ankit singhal

    11 months ago

    Arindam Bose, the criminal, is wandering free and has created many other companies to loot people money, as he has checked that Indian legal system can't harm him.
    He opened a company named Surpluss, which s gone now.
    Then he started two more companies:
    https://www.togofogo.com/
    https://www.zuludeal.com/

    These two are currently live to fool people and loot people money.
    Will Amazon, Flipkart, Snapdeal follow his footprints ?

    Ramanjulu Kalupuri

    6 years ago

    I have ordered 'Samsung Galaxy Ace' in timtara on 10th Dec 2012 worth of Rs 10,500.00 and I have not got the product and nor money. I have sent multiple mails and called many times, their simple answer we will raise request to next level and you will get back the money.

    Not got till, any hope ?

    N Raja Sekar

    7 years ago

    Sir I was cheated 13600 by them any way of getting that back?

    Kirankumar

    7 years ago

    I have ordered a samsung Mobile worth Rs. 19100 on 21st March 2013 but till now I have not received my product nor the money back.
    could someone help me to get my money back.

    Regards
    kiran
    09902122882

    Tushar

    7 years ago

    I have made many complaints and still i have not received the product or the refund.

    My transaction Id : 10170227, dt. 20/1/13 for INR 4489 at Timtara website

    Plz. help.

    Tushar

    N Raja Sekar

    7 years ago

    Order No 10161773
    I ordered a Blackberry Playbook 16GB on 31/12/2011 with Order No 10161773 with a value of Rs13,300% , as there was a delay in Shipment it was cancelled on 08/01/2012. I got a cancellation mail order. Later when I asked for refund I was told it will be done in a week. Every week I mail them and most often I wont get a reply. It is now more than 700 days. No sign of refund.
    Now no one is replying to mails or picking up phones.

    N Raja Sekar

    7 years ago

    Order No 10161773
    I ordered a Blackberry Playbook 16GB on 31/12/2011 with Order No 10161773 with a value of Rs13,300% , as there was a delay in Shipment it was cancelled on 08/01/2012. I got a cancellation mail order. Later when I asked for refund I was told it will be done in a week. Every week I mail them and most often I wont get a reply. It is now more than 700 days. No sign of refund.
    Now no one is replying to mails or picking up phones.

    RAJU M J

    7 years ago

    I ordered a camera and wrist watch worth Rs 13000 /- (order no 10326394 and 10326396).
    I cancelled the same , but still the refund is pending.

    Could any one help me in this regard.

    Raju M J
    9940202757

    Homi Irani

    7 years ago

    I have been cheated of 18000

    Please help

    Homi Irani
    9221609542

    mayank

    7 years ago

    i am still waiting for my 15000 refund

    plzz help me
    Mayank Talwar
    7838855739

    REPLY

    lijo

    In Reply to mayank 7 years ago



    I tried the below options:
    1.emailed details to [email protected] (payu.in was the online payment gateway of timtara in my case) they took care of my request and helped me refund my money :)timtara will change the provider time to time. so findout ur payment gateway provider and email them.

    2.http://www.akosha.com/ (they'll charge u about 500 bugs i think. but the'll get u a solution)

    Arun

    8 years ago

    Those who know how to get money back from timtara.com Please please help me out

    Arun
    9860223983

    REPLY

    Kaushal

    In Reply to Arun 7 years ago

    Hi Arun,Just file a compliant with your bank/card from where the payment was made.

    lijo

    In Reply to Arun 7 years ago



    I tried the below options:
    1.emailed details to [email protected] (payu.in was the online payment gateway of timtara in my case) they took care of my request and helped me refund my money :)timtara will change the provider time to time. so findout ur payment gateway provider and email them.

    2.http://www.akosha.com/ (they'll charge u about 500 bugs i think. but the'll get u a solution)

    ANKUR SHARMA

    8 years ago

    I ALSO ORDERED BSNL PENTA TABLET FROM THIS SITE ON 2 NOV 2012 BUT NOT RECEIVED MY PRODUCT TILL NOW…..MY ORDER IS STILL SHOWING “This order is marked as Awaiting Shipment”
    MY TRANSACTION NO. IS 10152379……..PLSSS CONSULT ME IF SOMEONE HAVING INFORMATION HOW TO GET OUR MONEY BACK FROM THIS WEBSITE……
    ANKUR SHARMA
    8281711125

    ramesh palla

    8 years ago

    im also a victim of timtara.com i hav ordered a mobile of costs 10500/- but up to know i didnt get any product and amount also not refunded.....i hav complainted them lot of times but no response now the site was closed then how can i get my money back....,

    ramesh palla

    8 years ago

    then how can i get my money back....,is there any chance to get it.... :(

    Anchal Gupta

    8 years ago

    Have covered an article on my blog portal. Initially didn't know about much .. so just conducted an interview. It was all rosy picture painted but later we saw comments and read reviews in Mouthshut. we covered a story again.

    here is the blog link.

    http://www.retailopia.com/2012/08/order-...

    “Great Money Lab”, another survey and email fraud, spreading wings

    TheGML.com is luring gullible people by promising to pay about Rs35,000 every month just by filling online surveys and clicking on the ad links in the email. Is this another Speak Asia in the making?

    While the duped panellists of Speak Asia are still tapping several doors for refund of their money, here is another company, “The Great Money Lab” or thegml.com, which is luring gullible people with similar promises, albeit with a small joining fee and lower pay out.

     

    Srikakulam (Andhra Pradesh) based, “The Great Money Lab” or thegml.com is sending SMS (unsolicited messages, in fact) to several people for earning easy money. Here is a first person account from one of the readers of Moneylife...

     

    “I have received a SMS from an unknown source for making easy money with guarantee of payment on stamp paper. They have given the site address www.thegml.com, which I have visited. The full name is Great Money Lab. To me it appears to be another looting scheme where the gullible will fall for it, as the amount demanded is only Rs525 as registration fees. Ostensibly it is an internet survey work that is being promised,” the reader said.

     

    The site thegml.com even quotes from an article published by the Times of India in its Ascent supplement. It says, “An article published in a leading English newspaper (Times of India) describes how thousands of internet users in India are earning money just by clicking web links.”

     

    However, this claim is misleading. The article does not say anything about earning money just by clicking web links. In fact, the article says that professionals are using a flexible working scheme (like using laptop on the move) to break free from their desks and desktops.

     

    The portal offers two ways to earn easy money after you pay them a total of Rs525—Rs499 plus Rs26 (for postal charges!). This is surprising as the portal advocates online work system and sends a kit (username and password) through post!

     

    The portal offers two ways to earn easy money, one is paid email program and paid surveys. Thegml.com claims, “These emails contain the list of advertisements. You just have to click those links for 20-30 seconds once the link will be open, your account will be credited by sum amount. You are helping the advertising companies and they are returning their favour. The advertising companies are able to pay you because their advertisers pay them every time they send you an advertisement.”

     

    Unfortunately, opening links in an email does have its own security risks. Internet security experts and organisations often caution users from opening a link from an email. US-CERT, for instance, says, “Do not follow unsolicited web links in email messages and use caution when opening email attachments.”

     

    Coming back to thegml.com, it offers paid surveys as a second option to earn easy money. It says, “You will get the surveys by email. It will take just 5 to 10 minutes to complete the survey. For each and every survey you complete, you will get money. Companies need your opinions to understand how to reach their customers. Because of this, companies are willing to pay people like you. You just have to answer these questions without worrying it wrong or right.”

     

    Sounds similar? This is the same thing promised by Speak Asia, which later went bust leaving thousands of its members high and dry. Thegml.com also claims that it conducts survey or sends paid emails on behalf of many multinational companies. However, there are no names.

     

    When the Economic Offences Wing (EOW) of Mumbai Police arrested executives of the multi-level marketing (MLM) company, it was revealed that the surveys were designed in Mumbai itself and not in Singapore as claimed by Speak Asia.

     

    Speak Asia duped around 23 lakh investors to the tune of Rs2,000 crore. It promised a weekly income, merely on filling online survey forms. Initially the company paid the money to its panellists but stopped all payments since May 2010. After complaints were lodged against the company, it came under the scrutiny of the EOW, Mumbai. Last year the Enforcement Directorate also registered a case against Speak Asia, under the Prevention of Money Laundering Act in connection with the multi-crore MLM scam.

     

    Earlier the investigating agency had arrested Speak Asia’s chief operating officer (COO), Tarak Bajpai, along with few other employees. Currently, Manoj Kumar, its CEO and Harendar Kaur, a Singaporean of Indian origin and company’s chairperson are absconding.

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    User 

    COMMENTS

    Jenifer Smith

    8 years ago

    There are lots of people who try to fool people by making such looting website to make money online or something like that.But you should be confirmed first before try those site's services.

    N Kanitkar

    8 years ago

    I visited the website. The "English" used is as the natives spoke it in the 1920's with the Sahibs. That itself is a giveaway. Our swelling population and the lure of easy money add to our low moral fibre and the complete lack of respect for human values.

    Seshamani

    8 years ago

    There are as many as 10,000 MLM companies leading a charmed existance in our great country.
    China has been bold to ban the operations of MLM companies as they considered them money circulation schemes.
    One initial entrant into India, for example, had, at one time, over 220,000 agents in India, whose combined joining payment was as much as the annual turnover. The unlimited level commission sharing arrangement, is noything but money circulation. But in India, no regulatory authority bothers to examine anything that looks smart. This mentality in our country ensures that the fraudsters will be at work devising more and more schemes.

    Vaibhav Dhoka

    8 years ago

    Here it is passing the buck,from one authority to another if one dares to file a complaint.This attitude helps fraudsters to mushroom.

    MK Gupta

    8 years ago

    Is there no authority to check these frauds? Until a few thousand gullible and unsuspecting people lose millions, there would be no action--like the Chit Funds in West Bengal!

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