 In recent years, the Government of India has taken many initiatives to usher in an era of e-governance to improve the delivery of public services. The National e-governance plan includes many high-impact e-governance projects that have been identified as Mission Mode projects. One such project focuses on reforming passport services in India. The Ministry of External Affairs is responsible for issuance of passports to Indian citizens through a network of 37 passport offices across the country and 178 Indian embassies and consulates abroad. A passport is an essential travel document for those who are travelling abroad for education, tourism, pilgrimage, medical attendance, business purposes and family visits. During the last few years, the growing economy and spreading globalization have led to an increased demand for passport and related services. This trend is expected to continue with increased intensity in the foreseeable future. Hence, an urgent need was felt to provide improved passport services to Indian citizens. To address this challenge, the Ministry of External Affairs, Government of India, has launched the Passports SAVA project in a public-private partnership mode with Tata Consultancy Services. Passports SAVA endeavors to streamline the passport issuance process through a wider reach, improved processes and faster service delivery by effective use of information and communication technology. Rahul Sharma registers on the Passports SAVA website and completes the online form. He also schedules an appointment to visit the nearest Passports SAVA Kendra. On the appointed day, he reaches the Passports SAVA Kendra where he is guided through the application process up to granting in seven easy steps. Starting with a thorough security check, he enters the pre-processing area. At the pre-processing area, his appointment slip and documents are checked by the staff and a token is issued. He proceeds to a comfortable waiting lounge. Here, he can enjoy several facilities while waiting for his token number to appear on one of the electronic displays. When his token number is displayed, Rahul proceeds to the Stage 1 processing counter. At this counter, Rahul's demographic data is verified by citizen service executives. This counter is also equipped for document scanning. Biometric scanning, photography and collecting the passport application fee. He next proceeds to the application verification zone. Here, officials from the passport office verify his documents for authenticity and completeness. Once the verification process is completed, he is guided to the waiting area of the granting zone. When his token number appears on the display, he meets the granting officer who checks his application in the system for duplicity and other background information and then takes a decision on granting of the passport to Rahul. Finally, he receives a letter confirming his passport approval at the exit counter. In just seven steps, Rahul has completed the requisite formalities at the Passports SAVA Kendra. His passport will now be dispatched in a few days once the police verification process has been completed. Passports SAVA Kendras, with a comfortable and pleasing ambience, have been set up in several cities and towns. A total of 77 passport SAVA Kendras are being established across India as extended arms of existing 37 passport offices. 15 mini passport SAVA Kendras are also being set up to bring remote areas under the coverage of passport SAVA. A call centre has also been established which operates around the clock 365 days a year. It uses a toll-free number and handles inquiries in 17 Indian languages. The whole process was very well structured. Serialised work is going on, you don't have to wait long. The process is going on together. The attitude of the people working here is so nice. And they are all very helpful, very nice to talk to, take care of, even of my daughters also, they are very polite. I have a passport office like Erlila. There are a lot of boats and enquiry counters. There is a lot of time. 10-15 minutes for each passport section. First of all, we have to go to Chandigarh. We have to take a long journey from there. Where we have to go, where we have to take care of, which enquiries we have to meet, everyone helps. The service is excellent. The staff is very cooperative and courteous. And the ambience is comparable to any office, any part of the world. My overall experience is excellent and awesome. And I can't imagine it to be more systematic than what it is. Passport Seva is an important initiative of the Ministry of External Affairs, Government of India, to bring it closer to the people, dedicated to the service of the nation, by ensuring improved service delivery and better governance. The Ministry of External Affairs and its service partner, Tata Consultancy Services, are committed to transforming passport services in India.