Update on my experience with Passport Seva Kendra (PSK) on 31 December 2012.
My appointment was for 10 AM. When I reached the premises entrance, I saw there were two big lines (maybe 20 in each line) and a smaller one with 4 people in queue.
I discovered, that the first line is for those with appointment at 9:30 and the next one for 9:45 and then the third one was for 10:00. So, I patiently stood behind the last person standing there.
There was a slight delay in clearing of the first two lines (and by that time, two new lines had sprung up too).
There was security checking (separate cabin for ladies and a lady guard as well). One person was responsible to verify identity and appointment time. He would sign the appointment letter and then allow you inside.
By the time I got it, it was around 9:55.
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I was not expecting a lot of crowd inside, but was shocked to see the crowd in the hall inside.
There were four counters operational when I entered. The first two were for general public, the third for "senior citizens, infants with less than 1 year age and differently abled persons". The last one was for tatkal.
So, I got behind the last person in the first counter. There were about 15-20 people in front of me. The lady at the counter would verify all the documents and suggest what is missing very politely. Lot of people were sent back due to some missing documents.
When my turn came, there was one more lady who opened one more counter next to the first counter (lets call it counter zero). She checked my documents and said, there should be no problem since I have most of the stuff.
She sent my papers in a file to the last counter (which was supposed to be the Tatkal counter) and asked me to collect the token from there.
Now another person was sitting there for issuing tokens (which is nothing but a A4 sheet of paper with some details printed.)
I waited in a small queue next to the Tatkal queue for my name to be called out so that I can run forward and collect my token. There was hardly any space between the queue 3 and queue 4 lines. So, maybe we were in queue number "3.5".

Anyway, my name was called, I got the print out and a file in which all my necessary papers were put nicely attached via a thread.
This process took more than 1 hour and I was finally allowed to cross the barrier and get into the next stage.
But before I talk about the next stage , in the same hall, there is also a photocopier machine. I do not know how much they charge, but there was a small queue there as well.
So, while I was waiting for my token to be collected, I noticed that the queue from counters 1 and 2 was right upto the entrance. There was no space at all for new people to come into the hall. Plus the queue for photocopier was getting mixed with the counter lines. Overall, it was a noisy chaos.
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As soon as I was allowed in the next stage, my token number N38 was called.
So, I just rushed through straight to the cubicle where my token was assigned. A young guy (perhaps fresh out of college) was sitting across the table. He immediately asked for my documents, started his scanning-copying etc, clicked the photograph, took finger prints, asked me to sign a few places and took the money.
I got the fee receipt from him and he asked me to proceed towards "B" counter.
I thought I was done with the difficult part, and I should be out in a few minutes.
But it wasn't going to be that way.
I was asked to wait in the waiting room from where I entered the A counter. The AC was cold and I was hungry. I picked up something small to eat from the inbuilt cafeteria assuming that my number would come up soon.
There is also a wash room and a child care room next to the cafeteria.
Now, this room had three TV screens with token numbers and counter numbers displayed on it. Basically, the moment there is a change to some counter, the token number is highlighted. You have to wait for your turn and do nothing else.
I was hoping that I would wind up by 12:30 and rush to Bandra for another appointment.
1:30 PM is lunch time, and I was tired of sitting at the same place.
So I grabbed another something to eat and changed my seat hoping it would bring some more luck.
I asked one coordinator if there was too much rush today. He mentioned that the rush is the same, but the B and C counter staff is less due to vacation.
There were perhaps 15 A counters and just 3 B counters and 2 C counters operational before lunch.
After around 45 minutes (2:15 PM) there was some action on B and C counters (as seen on the display screens). Suddenly there were more counters popping up and the progress seemed to be improving.
After some time, there were 5 B counters and 3 C counters.
By this time, the waiting area had run out of seats. People were standing. There were lots of babies, kids and lot of crying as well.
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My number came and crossed the hall and entered the next hall. There were even more people waiting there (and no place to sit).
I went across to counter B5, showed my documents. The govt. officer checked something on the computer, asked for originals and then signed on one document.
Now, it was back to waiting time for counter C. So I came back to the waiting area and did what everyone was doing - wait.
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Around 3:45 PM my token number came. So, I went out of the waiting area toward the other waiting area, where there is a signboard for C counters. Another govt. official was sitting there. I showed him the papers. He had some doubts so he consulted his colleague who was not very happy with him for some other reason.
I was a little scared when I saw the chemistry between these two guys.
Somehow everything in my case was OK and the guy kept the documents in a stack. I proceeded toward the exit. The security lady asked me to collect the acknowledgement letter. I took that printout after submitting my token A4 printout.
The lady then asked me to write a feedback. I wrote that and got out of the premises at 4 PM.
So, total time at premises: 6.5 hours.
Total time of interaction with all officials (combined): 30 minutes.
A counters: more than 15 (operated by Tata Consultancy Services)
B counters: 3 before lunch, 5 after lunch
C counters: 2 before lunch, 3 after lunch
Notes:
1. My token series was N. There were other series too such as T(tatkal), S, W and P.
2. Those who got token at 2:40 PM were assigned W 130, where as W 70 token was still waiting for number on B counter. I don't know if those entering so late would get a chance even at 6 PM.
3. Tatkal tokens seemed to have faster processing. It would have been worth the extra Rs. 500 just for this time saving.
4. It takes about Rs. 55 via auto from Andheri station.
Tips: Avoid vacation times for your appointment. If you are going with kids, then keep something with you which can keep them engaged. The mobile charging point in the waiting area did not work.
Carry some jacket or warm clothes. It is quite cold in the waiting area.