My 2 Cents about passport reissue in Hyderabad.
First and Fore most, for NON ECR , SSC or Matriculation certificate is the only one accepted. Well I learnt this the heard way
Online Application and Reporting.
The online application is extremely user friendly. I submitted the form under normal scheme on 11th Feb 2014 @ 4 pm and received the appointment on 13th F;45 pm. Feb 2014 between 3:00-3:15 pm at PSK, Ameerpet. The reporting time was 2:45 pm. No point in being there before time as you will have to stand outside on the road. Here I feel they need to allow people within the building compound.
I reached on the dot and was asked to get into the line. Here the security guys asked us to self attest the Xerox copies of the supporting documents. I was surprised to see majority of the applicants signing then and there inspite of it being clearly mentioned on the application. Once the appointment letter was verified, I was let in to the Token counter.
Token Counter
They are 5 or 6 counters which are looking into the applications. If there was any issue, the applicants were informed immediately. While my turn came, I was told that For NON ECR I need SSC certificate ( Class X). And I was carrying my Graduation Certificate which is valid document according to the passport website. When I mentioned the same , he asked me to check at counter B.
http://passportindia.gov.in/AppOnlin...Documents.html
I submitted the 12 Month bank statement from SBI as address proof. They did not ask for anything else except that the statement is for one year.
The whole process at this stage is around 15 mins. Once the token is issued, they announce the name. Again at the counter they handed over the token and the file and asked me to proceed to counter A. The token clearly mentions the sequence of steps, one needs to take.
Counter A
Here all the documents are processed and Photographs taken. They are 20 A counters. The lady whom I met was very courteous and informed me that as of now only SSC is accepted and if I want NON ECR I should get one. All the finger prints are scanned here. Paid the Rs 30/- that are charged for the sms services.
A 15 minute process and I was asked to wait for counter B. The main waiting Area is pretty well lit with ample seating space. The pantry guys do come and ask if you would like to order any food. Further there is also a Xerox counter here. I had to wait close to 30 minutes before my number popped up on the screen.
Counter B
At counter B i was informed that I need to get SSC if I wanted NON ECR and I can come the next day, 14th feb 2014 @ 8:30 am . Proceeded to the exit where an acknowledgement was issued after the file was handed over. The letter has the file number and other basic details.
There are total of 6 B counters. Counter B is the Verification step where they cross check the documents and counter sign on the page that will cancel if your existing passport. The waiting area here is very small.
Day 2:
Reach again on dot and realized there was a huge line. After the security check they took the letter previously issued and ushered us to the waiting area. Now they started announcing the names and issued new tokens. I had to wait more than an hour before my name was announced and received the new token.
Once the token was issued proceeded to A counter where the SSC certificate was scanned and I was done in 5 minutes.
Counter B
The tokens are different categories like N, W, S, P etc . Did not check what they implied. So the sequence with which they are calling was a little erratic. One needs to keep track of when there number might appear. I wanted to wait in the main waiting area but the screens at B Counter and the main waiting area were giving different info. So went to and stood for more than a hour before my number appeared.
Went and wished the lady a good day which I felt she was grateful for. Within 2 minutes she cross checked and asked me to wait for Counter C.
Counter C
The waiting hall here was small and extremely crowded. As I was expecting my number to take a long time, I went back to the main waiting hall. By this time all the waiting hall screens (Main, B and C halls) were in sync. Within 40 minutes my number appeared. At counter C they asked if I have put all the documents. When I gave an affirmation, he checked the originals and granted my passport. I was asked to take the file to C3 counter where they stamped on the old passport canceling it and took a counter sign that the old passport has been returned to me. They kept the file and I was done.
I went to exit counter handed over my token. I was issued a letter and feedback form. The letter mentions that I was granted the passport and there is no need for police verification.
And at 7:45 pm today received that my passport is printed and ready for dispatch.
Some observations
- People need to have some activity like a book to pass the time as there will be waiting for sure.
The crowd were anxious when they did not receive the tokens in the order in which they stood in line. This issue is more to do with the fact that passport office is allowing people some breathing space to make corrections. People in priority like children , tatkal etc seem to jump the queue. I guess the only way to avoid this is have separate zones for special appointments. Also experience will give them better understanding on how to handle it.
For the officers, I guess we need to give them some leeway. A lot of people come to them with insufficient documentation and expect that to be processed. And this happens day in day out and it is not a pleasant job.
In the 4 hours that I as there I myself was surprised to see some simple things that even educated people do not care. No wonder the officers become insensitive if people miss stuff.
A simple smile both sides of the desk will surely help in a longway to ease the frustration of waiting.
Overall I am happy to see things are moving for the better. Hope the same happens in other departments as well.