E-Services in India Surge Over 105% Since April 2023
The National e-Governance Service Delivery Assessment (NeSDA) Way Forward initiative, launched in April 2023, has significantly enhanced the delivery of e-services across various States and Union Territories (UTs). This program monitors the monthly progress and development of e-services, particularly focusing on those that are mandatory and those provided through unified portals. Recent data indicates that from April 2023 to October 2025, the number of e-services offered in these regions soared from 11,614 to an impressive 23,919, marking a growth of over 105%.
In addition to the growth in the number of services, the saturation of mandatory e-services has also improved, rising from 66% to 80%. Currently, ten States and UTs are successfully delivering over 90% of their services through unified portals, with six regions achieving a remarkable milestone by providing 100% of their services online.
Strengthening Service Delivery through Collaboration
The Department of Administrative Reforms and Public Grievances is actively working with State Right to Service (RTS) Commissions to further enhance the NeSDA mandatory services. This collaboration aims to create roadmaps for delivering services through unified portals and to work closely with State Governments to improve service delivery mechanisms. The focus is on ensuring that public grievances are addressed in a timely manner.
Best practices identified by the RTS Commissions are being shared through the NeSDA Way Forward initiative, encouraging other States to adopt these successful strategies in order to elevate the delivery of e-services to citizens. The RTS framework is specifically designed to ensure that services are provided within a specified time frame, which is crucial for citizen satisfaction.
Ongoing Study to Enhance Implementation
The National Centre for Good Governance (NCGG) is currently conducting a study that centers on the implementation and effectiveness of the RTS framework. This study is assessing the progress made, the achievement of service delivery timelines, and the level of citizen participation in various districts and regions. The insights gained from this research are expected to play a vital role in refining and strengthening service delivery across India.
Despite notable advancements, it is important to acknowledge the existing gap in API integration between the Central Public Grievance Redress and Monitoring System (CPGRAMS) and State RTS systems, indicating room for further improvement in the digital governance landscape.
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