A Passport Seva Kendra (PSK) is a government-run service centre in India where citizens apply for new passports, renew old ones, or get corrections done. These centres work under the Ministry of External Affairs (MEA) and are part of the larger Passport Seva system. People visit PSKs for fingerprinting, document checks, and photo capture. From there, the application file moves to the Regional Passport Office (RPO) or the police for further verification.

The system was started to fix delays, reduce corruption, and digitise the full passport flow. Most steps now run online, but citizens still go to PSKs to complete biometric and in-person verification. Post Office PSKs (POPSKs) were later introduced to serve smaller cities and rural areas. These setups make passport services faster, easier, and more transparent for people across India.

Why it is called Passport Seva Kendra

The word “Seva” means “service” in Hindi, and “Kendra” means “centre.” The full name—Passport Seva Kendra—translates to “passport service centre.” It reflects the Indian government’s aim to give direct, people-first services through easy access centres. The name was chosen when the Passport Seva Project started in 2010 to digitise the passport system and bring all services under one umbrella.

Role of Passport Seva Kendra in the passport system

Passport Seva Kendras are the main public-facing centres for passport work in India. They are the place where people show documents, give fingerprints, and complete photo capture. After this, the centre sends the file to the nearest Regional Passport Office (RPO) or to the police for checking.

The Passport Seva Project, started in 2010, gave India a digital passport system. Before that, people stood in long lines at RPOs with slow service. PSKs made this faster. Citizens now fill forms online, book time slots, and go to PSKs for a short visit. This is where a citizen’s identity is confirmed before approval.

There are over 90 PSKs and 400+ Post Office PSKs (POPSKs) across India. While PSKs are bigger and fully functional centres, POPSKs help people in small towns. Both work through a partnership between the Ministry of External Affairs (MEA) and Tata Consultancy Services (TCS).

History of Passport Seva Kendras in India

Before 2010, Indian passport services were managed only through Regional Passport Offices (RPOs). These were often crowded, manually operated, and faced delays in document handling, verification, and police reports. Citizens queued for hours with physical forms and photocopies. There was limited transparency or tracking available.

In May 2010, the Ministry of External Affairs launched the Passport Seva Project in collaboration with Tata Consultancy Services (TCS). This marked the shift from manual handling to a semi-automated, citizen-centric model. The idea was to separate public-facing services from backend decision-making and streamline operations.

The first PSK was set up in Bengaluru, followed by rollout across other metros and major cities. Post 2014, the government added Post Office Passport Seva Kendras (POPSKs) to expand access in Tier 2 and Tier 3 towns. These were hosted inside India Post premises.

As of 2025, India has more than 500+ Kendras, including PSKs and POPSKs. They have processed millions of applications and brought down passport issuance time from weeks to just a few working days in many cities. This system is now regarded as one of India’s most successful e-Governance reforms.

Centre layout and how PSKs work

Each Passport Seva Kendra follows a consistent layout designed for smooth crowd handling and step-by-step workflow. The space is typically divided into a front reception zone, biometric collection areas, document verification counters, and waiting lounges. Most PSKs operate with three counter types:

  • Counter A: Where documents are pre-checked and scanned.
  • Counter B: Where verification officers review the documents in detail.
  • Counter C: Where a granting officer confirms eligibility and gives final clearance.

Applicants first pass through security and token issuance. Their ARN (Application Reference Number) is validated and documents are verified. After that, biometrics—fingerprints and photo—are taken. This ensures traceability and ID linkage. In most PSKs, the process follows a linear queue system controlled digitally by display boards.

The backend is integrated with the MEA’s Passport Seva portal. Officers have real-time access to applicant data, past file remarks, police clearance reports, and document scans. The PSK model also ensures CCTV surveillance, physical token validation, and strict timing-based service windows. Emergency counters exist for Tatkal or urgent passport cases.

Some PSKs even offer separate zones for senior citizens and differently abled applicants. The design is based on service quality benchmarks set in the MEA-TCS agreement. By moving public interface out of the RPOs and into PSKs, the government ensured standardised handling, faster processing, and higher user satisfaction.

Why citizens go to PSK and what services they get

Citizens visit Passport Seva Kendras to apply for a passport-related service that cannot be completed entirely online. These centres are essential for carrying out key physical checks like identity verification, biometric capture, and original document scanning. Most services offered online through the Passport Seva Portal are finalised in person at a PSK.

People go to PSKs for the following services:

  • New passport application (fresh issue)
  • Renewal or reissue of passport due to expiry
  • Passport correction for name, date of birth, photo, etc.
  • Tatkal passport for urgent travel needs
  • Damaged or lost passport reissue
  • Police Clearance Certificate (PCC)
  • Changes to address or spouse name in passport

The appointment system reduces crowding and improves timing. Users choose a slot online and visit only for their fixed appointment. Inside the centre, they complete 3 steps—document check, biometric collection, and officer approval—before their file moves to the next authority (RPO or police).

Many Indian missions abroad also run similar centres to handle ECs (Emergency Certificates), renewals, and urgent Indian consular services. These mimic the PSK workflow but under embassy jurisdiction. The PSKs make the passport system more user-friendly, especially for first-time applicants, rural residents, and senior citizens.

Types of Passport Seva Kendras in India

There are three major types of passport service centres working under the Passport Seva system:

  • Passport Seva Kendras (PSKs): Full-scale centres managed by TCS and MEA in metro and Tier 1 cities. These have all service counters (A, B, and C) and handle the highest volume.
  • Post Office Passport Seva Kendras (POPSKs): Smaller centres set up inside India Post branches. These serve Tier 2 and Tier 3 towns. They usually handle only Counter A activities. Final processing is done at a linked PSK or RPO.
  • Passport Seva Laghu Kendras (Mini PSKs): Newer, compact setups launched in smaller cities or special zones. These are similar to POPSKs but operate with extended staff support and can handle minor reissue, correction, or police verification requests directly.

Each type supports different levels of service. But they all link back to the centralised Passport Seva digital system, helping citizens from every part of India complete passport tasks closer to home.

Digital systems and tools used in PSKs

Passport Seva Kendras operate using a fully digital backend built on the Passport Seva System, a centralised IT platform developed by Tata Consultancy Services (TCS) under the guidance of the Ministry of External Affairs (MEA). This system manages end-to-end passport application flow, from online form submission to file movement, police verification, and final passport dispatch.

The entire PSK setup is connected to the MEA’s Passport Seva Portal, where citizens register, fill the application form, upload supporting documents, and book appointments. Once booked, the data auto-syncs with the PSK’s local database. At the centre, the system displays real-time appointment queues, applicant profiles, previous file remarks (if any), and clearance stages.

Each PSK uses the following key digital tools:

  • Document Management System (DMS): Stores scanned files, photos, and ID proofs for officer review.

  • Biometric Capture Software: Used to record fingerprints and photographs.

  • Token Management System (TMS): Issues and displays appointment tokens across counters.

  • Police Verification Interface: Allows live status updates from local police stations to be fed into the MEA system.

  • Real-Time Dashboard: For MEA and RPO officials to monitor daily volumes, delays, and system flags.

This digital integration reduces human error, speeds up approvals, and keeps every step trackable by both the public and the government. All PSK systems are secured with encryption and run on certified Indian government data centres to protect user identity.

Who runs PSKs and who uses them

Passport Seva Kendras (PSKs) are operated through a Public–Private Partnership (PPP) between the Ministry of External Affairs (MEA) and Tata Consultancy Services (TCS). The MEA provides the policy, legal authority, and administrative control, while TCS manages the technological infrastructure, software maintenance, logistics, and front-end staff operations.

TCS staff handle reception, document scanning, biometric capture, and queue systems. Government officers stationed at the PSK handle verification, scrutiny, and final approvals. This structure keeps citizen service and decision-making clearly divided for better accountability.

The users of PSKs are:

  • Indian citizens applying for new or renewed passports.
  • NRIs and overseas Indians visiting PSKs during stays in India.
  • Minors and seniors needing special handling or family-linked services.
  • Law enforcement teams feeding police verification inputs directly into the MEA interface.
  • Foreign missions and embassies checking Indian passport data during visa processes.

This hybrid operational model has helped India deliver citizen services at scale while keeping governance strict and process-driven.

Laws, guidelines, and ethics around PSKs

The operations of Passport Seva Kendras are governed by the Passports Act, 1967 and are monitored by the Ministry of External Affairs (MEA). The MEA defines the service rules, eligibility norms, processing guidelines, and document checklists that PSKs must follow. Every task inside a PSK is tied to legal provisions that control issuance, rejection, or withdrawal of a passport.

Key legal pillars:

  • Passports Act, 1967 – The central law that regulates the issue, suspension, and impounding of passports for Indian citizens.

  • Official Secrets Act, 1923 – Governs data security for sensitive documents handled within PSKs.

  • IT Act, 2000 – Ensures the safety of digital records, biometric logs, and online applications processed via the Passport Seva system.

  • MEA Service Level Agreement (SLA) – A contractual agreement between MEA and TCS, outlining quality benchmarks, data compliance, and timelines.

Ethical rules are also part of MEA’s SOPs. Officers are trained to treat every citizen equally, maintain confidentiality of personal data, and avoid bias or unnecessary delay. There are dedicated grievance cells, feedback counters, and complaint redressal emails to uphold citizen rights. CCTV monitoring and biometric logs help prevent misconduct or misuse of authority.

By combining legal mandates with ethical service norms, PSKs aim to protect national security while giving fair and transparent access to passport services.

Challenges faced by Passport Seva Kendras

While Passport Seva Kendras (PSKs) have improved the passport experience for millions, they also face practical and systemic challenges that affect efficiency and user satisfaction.

Infrastructure and load balancing

Some PSKs in metro cities like Delhi, Mumbai, and Bengaluru experience overwhelming demand. Appointment slots often fill quickly, and walk-ins are not allowed. This causes stress for travelers with urgent needs. Smaller POPSKs in Tier 2–3 towns may not have full verification capacity, leading to referral delays to larger PSKs or Regional Passport Offices.

Staff and technical issues

Though PSKs are semi-automated, technical downtimes still occur—like server lags, printer errors, and biometric scan failures. Short-staffed counters during peak hours slow down the flow. Also, TCS-managed staff are trained for public service but may not have authority to resolve complex file queries, requiring escalation to MEA officers.

Police verification delays

Even after biometric capture at a PSK, many passport files get stuck due to slow or non-responsive police verification, especially in rural or border zones. This breaks the digital efficiency cycle, leaving users confused. In some cases, police reports never reach the RPO due to legacy hand-posting methods.

Accessibility for special groups

Despite separate queues and counters, senior citizens, differently abled persons, and single parents may find the centre environment overwhelming. Language barriers can be an issue for non-Hindi and non-English speakers in some PSKs. Rural users also struggle with booking appointments online without digital help.

Awareness and document mismatch

Citizens often arrive with incorrect or incomplete documents despite booking appointments. This is usually due to lack of clarity about required proofs, name formats, or photograph standards. Counters must then reschedule appointments, wasting both time and resources.

These issues show that while PSKs have solved many old problems, India’s passport system still needs better coordination, better online–offline sync, and stronger last-mile support for underserved users.

How PSKs changed India’s passport system

The launch of Passport Seva Kendras (PSKs) marked a major shift in India’s approach to citizen services. By moving the passport process from slow, paper-based Regional Passport Offices to tech-enabled service centres, the government delivered one of the most successful e-Governance transformations in the country.

Before PSKs, getting a passport could take weeks or even months, and many people had no clear idea of where their file was stuck. After the introduction of PSKs, passport delivery times reduced drastically—many passports are now issued within 3 to 7 working days for normal services. Tatkal services often conclude in 1–3 days, depending on verification.

Digitisation and transparency are the biggest achievements. Real-time status updates, automated token flows, CCTV monitoring, and integration with police and MEA systems mean fewer delays and less corruption. Citizens can book appointments online, reschedule easily, and even check their file’s exact location using their Passport File Number.

PSKs also raised the standard of public-facing services. Counters are clean, staff are trained, and the experience is closer to a private-sector setup—something rarely seen in Indian government services earlier. By outsourcing front-end tasks to Tata Consultancy Services (TCS) while keeping decision-making with the Ministry of External Affairs, India found a working PPP (Public–Private Partnership) model.

The success of PSKs inspired similar service models in other departments like visas, income tax centres, and Aadhaar support units. With over 500 centres as of 2025, and millions of passports issued annually, PSKs have not only changed how Indian citizens get passports—they’ve changed expectations around government service delivery itself.