Signing of Passport Seva Project : Rajya Sabha Q&A

• governance schedule; 
• security and information technology safety; 
• confidentiality of public records and passport related data and Project data ; 
• audit, access and reporting during Project Implementation Phase and the Operation and Management Phase;
• intellectual property rights on Bespoke Software, Application, Source Code etc.; 
• dispute resolution & arbitration; 
• change control schedule governing any change in the provisions of MSA; 
• exit management schedule/plan applicable on expiry or termination of MSA; 
• Operation & Management Service Level Agreements(SLAs); 
• Implementation Schedule indicating timelines; and 
• terms of payment indicating cost of Passport Seva Application Software, System Software, Data Centre and Data Recovery Centre and service charge as per volume and type of passport services subject to applicable SLAs.

Under the contractual obligations, the role and responsibilities of Service Provider include provision/setting up of
(i) all hardware, software, networking & personal computers of the entire Passport system,
(ii) physical infrastructure for all PSKs as determined by the Ministry in terms of RFP, including interiors thereof,
(iii) Data Centre (DC), Disaster Recovery Centre (DRC) and Central Passport Printing Facility(CPPF),
(iv) maintenance and operations of all the aforesaid,
(v) staff for all private counters at PSKs,
(vi) technical support for PSKs, POs, DC, DRC and CPPF,
(vii) training of staff on the application software, general computer skills, soft skills, customer service & delivery,
(viii) Call centre and grievance handling,
(ix) compliance with the Service Level Agreement,
(x) Change Management and communication strategy & implementation and (xi) obtaining ISO (9001, 27001, 20000) certifications for the Passport System.

Above information was given by the Minister of State in the Ministry of External Affairs Shri E. Ahamed in Rajya Sabha on a  unstarred question.  Details of Rajya Sabha Q&A is given below:

UNSTARRED QUESTION NO-638
638 . SHRI SHANTARAM LAXMAN NAIK

(a) when was the Passport Seva Project signed by the contracting parties;
(b) the names of the contracting parties;
(c) the details of the main clauses in the contract; and
(d) the exact role played by the service provider under the contract?

ANSWERED ON-16.08.2012 by
THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS (SHRI E. AHAMED)

(a) & (b) The Master Service Agreement (MSA) for the Passport Seva Project was signed on 13th October, 2008 between the Ministry of External Affairs and M/s. Tata Consultancy Services.

(c) The main clauses of the MSA include scope of contract delineating the responsibilities of the Service Provider (SP), governance schedule; security and information technology safety; confidentiality of public records and passport related data and Project data ; audit, access and reporting during Project Implementation Phase and the Operation and Management Phase; intellectual property rights on Bespoke Software, Application, Source Code etc.; dispute resolution & arbitration; change control schedule governing any change in the provisions of MSA; exit management schedule/plan applicable on expiry or termination of MSA; Operation & Management Service Level Agreements(SLAs); Implementation Schedule indicating timelines; and terms of payment indicating cost of Passport Seva Application Software, System Software, Data Centre and Data Recovery Centre and service charge as per volume and type of passport services subject to applicable SLAs.

(d) Under the contractual obligations, the role and responsibilities of Service Provider include provision/setting up of (i) all hardware, software, networking & personal computers of the entire Passport system, (ii) physical infrastructure for all PSKs as determined by the Ministry in terms of RFP, including interiors thereof, (iii) Data Centre (DC), Disaster Recovery Centre (DRC) and Central Passport Printing Facility(CPPF), (iv) maintenance and operations of all the aforesaid, (v) staff for all private counters at PSKs, (vi) technical support for PSKs, POs, DC, DRC and CPPF, (vii) training of staff on the application software, general computer skills, soft skills, customer service & delivery, (viii) Call centre and grievance handling, (ix) compliance with the Service Level Agreement, (x) Change Management and communication strategy & implementation and (xi) obtaining ISO (9001, 27001, 20000) certifications for the Passport System.

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