The Department of Administrative Reforms & Public Grievances (DARPG) released the 26th edition of the NeSDA Way Forward monthly report for June 2025. It provides a comprehensive review of e-service delivery across Indian States and Union Territories. The report marks progress, challenges and best practices in digital governance.
Overview of E-Service Coverage
India offers 22,478 e-services across States and UTs. The largest share of these services, approximately 7,800, belongs to Local Governance and Utility Services. In June 2025 alone, 1,416 new e-services were added, showing continuous expansion. Out of 2,124 mandatory e-services identified across 36 States/UTs, 1,677 are currently operational. This represents a saturation level of 79%.
State-wise Saturation Levels
Eleven States and UTs have achieved over 90% saturation in mandatory e-service delivery. 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 availability of all mandatory e-services in these regions.
Unified Service Delivery Portals
Several States provide 100% of their e-services through unified portals. Assam uses Sewa Setu, Jammu & Kashmir operates e-UNNAT, Karnataka runs Seva Sindhu, Kerala utilises e-Sevanam, Odisha has Odisha One, and Uttarakhand offers Apuni Sarkar. These portals streamline access and improve user experience by integrating multiple services on one platform.
Innovations and Best Practices
Maharashtra’s Right to Service Commission has introduced transformative initiatives to improve service delivery and citizen satisfaction. Tripura’s SWAAGAT portal is a model of excellence. It offers 54 e-services with features such as online application submission, integrated fee payment, real-time tracking, transparent inspection and approval, automated updates, online verification and responsive citizen support.
City-Level Digital Platforms
City portals are playing a key role in local governance. Surat’s City Portal provides services like tax payments, certificates, bookings and urban planning through a single platform. Shimla’s portal focuses on municipal services, transparency through project details, legal resources and a citizen charter. These platforms enhance accessibility and accountability at the city level.
Assessment and Monitoring Tools
The report includes results from the AAKLAN assessment tool used for evaluating digital service delivery in Northeastern and Hilly States/UTs. This tool helps identify gaps and guide improvements in e-governance.
Questions for UPSC:
- Point out the challenges and opportunities in implementing unified digital service portals across Indian States and Union Territories.
- Critically analyse the role of digital governance in enhancing transparency and accountability in local government service delivery with suitable examples.
- Estimate the impact of e-service saturation on citizen satisfaction and administrative efficiency in India.
- Underline the significance of assessment tools like AAKLAN in monitoring and improving public service delivery in diverse geographical regions.
