tcs: E-Governance Done Right: Lessons Learned from How TCS Succeeded Passport Seva

An Indian passport office worker at the regional passport office in Secunderabad, Hyderabad’s twin city, on July 24, 2013. A student shows his Indian passport as hundreds of Indian students from Kyiv medical faculty are assisted at a reception center in Milisauti, Romania.

Synopsis

Passport Seva is one of the few e-governance projects that has proven to be a success for everyone involved. TCS has now won a contract to continue managing the project. Here’s how the company made this operationally complex and financially risky project work.

In 2008, Dewang Choksi’s daughter had the chance to travel to America. No one in the Choksi family had left the country before and a mad rush began to get a Tatkal passport. Someone knew someone who knew someone at the passport office in Mumbai and was willing to help. But the process took too long and the opportunity disappeared. Choksi (name changed) was determined not to let this happen again and decided that the whole family would apply.

( Originally published July 07, 2022 )

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Helen D. Jessen