26th NeSDA Way Forward Report
The Department of Administrative Reforms & Public Grievances (DARPG) released the 26th edition of the NeSDA Way Forward report in June 2025. It details the status of e-service delivery across India’s States and Union Territories (UTs). This report marks progress in digital governance and citizen service accessibility.
Overview of E-Service Availability
A total of 22,478 e-services are now offered across States and UTs. The Local Governance and Utility Services sector leads with 7,800 services. In June 2025 alone, 1,416 new e-services were added. Out of 2,124 mandatory e-services identified across 36 States/UTs, 1,677 are currently operational. This marks a saturation level of 79%, showing steady growth in service delivery.
States Achieving High Saturation Levels
Eleven States and UTs have exceeded 90% saturation in mandatory e-service provision. Nine States, including Maharashtra, Gujarat, Kerala, Madhya Pradesh, Uttar Pradesh, Andhra Pradesh, Uttarakhand, Tamil Nadu, and Himachal Pradesh, have reached 100% saturation. This indicates full compliance with mandatory digital service delivery norms.
Unified Service Delivery Portals
Several States and UTs have adopted unified digital platforms for service delivery. Assam, Jammu & Kashmir, Karnataka, Kerala, Odisha, and Uttarakhand provide all services through portals such as Sewa Setu, e-UNNAT, Seva Sindhu, e-Sevanam, Odisha One, and Apuni Sarkar. These portals offer streamlined access, reducing complexity for citizens.
Innovative Initiatives and Best Practices
Maharashtra’s Right to Service Commission has implemented transformative measures to enhance service delivery and citizen satisfaction. Tripura’s SWAAGAT portal is noted as a best practice example. It provides 54 e-services with features like online applications, integrated fee payments, real-time tracking, and transparent approvals. The portal’s automation and citizen support improve efficiency and transparency.
City-Level Digital Platforms
City portals in Surat and Shimla demonstrate the impact of digitalisation at the municipal level. Surat’s portal offers services including tax payments, certificates, bookings, and urban planning through a user-friendly interface. Shimla’s portal focuses on core municipal services, ensuring transparency by sharing project details, legal resources, and a citizen charter. These platforms enhance local governance and citizen engagement.
Assessment of Northeastern and Hilly States
The report includes results from the AAKLAN assessment tool applied to Northeastern and Hilly States/UTs. This evaluation helps identify gaps and opportunities for improving e-service delivery in these regions. It supports targeted interventions for digital inclusion and better governance.
| Related | |
|---|---|
