Ahmadabad Regional Passport Office

Rapid Response Time by Process Redesign

Presented by Group 8

Agenda
Present Situation Process at RPO Bottelneck
Process Employees

Suggestive course of action

Present situation of Passport Issuing

Promised delivery timings 5 weeks Mean delivery time according the data given 145

days

(145/5) to (145/7) i.e. 21 to 29 weeks

Pending application 100,000

If the above timings are taken, 5000 3500 weeks

for processing time

Working hours
9:45 am to 6:15 pm 30min for lunch = 8hrs of

Average number of applications a year 188,906

831 applications/ day (230 working days ) Approximate 100 applications/ hour => 1.67 minutes of throughput timings

Passport application and verification process

Bottleneck process
Sl No. 1 2 Process Preparation of Application Process at RPO Scrutinizing Exit Dispatch of PPF Do not Detailed Entry effect Indexing o/p ReDaily section entry Linking at branches Granting Writing Pasting and Laminating 3 PVSR Process Timing Adj. Time Extra than prev. By Individual; skipped 3 + 5 min 8 min 3 min 8 min 2 min 4 min 3 + 2 min

zero min

2 min 2 min 6 min 6 min 4 min 5 min 5 min By external body; skipped

Thu throughput time is 4 minutes and Writing process is the bottle neck

Employee Requirement
Employees Sl No 1 2 3 4 Activity Detailed Scrutiny -Acceptance Stage Scrutiny and cash receipt detailed Scrutiny -Travel Agent Detailed Scrutiny - Postal Agent Scrutiny and cash receipt 5 Dispatch of PPF 6 Scanning of Registration Form 7 Detailed Entry 8 PVSR into computer 9 Pasting and lamination 10 Signing 11 Writing 12 Dispatch entry 13 Indexing 14 Linking 15 Granting 16 Objections Others (Admin + Branches) Total employees * Assuming 230 working days Applications/ Employee/ Day 160 96 160 100 160 300 275 600 240 300 80 480 125 240 300 200 Exiting 11+3 188,906 applications 5 9 5 8 9 5 3 3 1 3 3 10 2 7 3 3 4 56 235,000 6 11 6 10 11 6 3 4 2 4 3 13 2 8 4 3 5 69

14 3

2 2 2 11

14 48

Hence Causes of Backlog

Bottleneck process Lack of enough work force PVSR timing
(72/ 145) = approx 50% of time (72/ 5 weeks*5 working days) = approx 3

times the promised delivery time

Granting time
(57 / 145) = approx 39% of time (57/ 5 weeks*5 working days) = approx 2

times the promised delivery time

Suggestive solutions
Increase the work force employed Improve scrutiny to reduce granting time
If granting time is reduced significantly bottle

neck will shift to Writing Allot number of employees according to requirement.

More probing to causes of failure of granting

process Automation of some of the process by use of required technology Benchmarking of Activities against other RPO may help.

Resource requirement vs. allocation

Backlog
Passport Office Ahmadabad Bangalore Kolkata Chennai Delhi Hyderabad Visakhapatnam Application 189327 125838 112440 168087 189105 231809 50463 Backlog 42350 2296 16005 17944 21711 20816 5190 % backlog 22% 2% 14% 11% 11% 9% 10%

Thank You