New Delhi: The Department of Administrative Reforms & Public Grievances, Government of India has launched the third edition of the National e-Governance Service Delivery Assessment Portal (NeSDA). This framework has been developed with an overall objective to measure the depth and effectiveness of existing e-Governance service delivery mechanisms from the citizen’s perspective.
The Indian federal structure and the e-governance landscape of the states and union territories have been customized through the Online Service Index (OSI) framework based on the UN eGovernment Survey.
The Department of Administrative Reforms and Public Grievances (DARPG) conducts the NeSDA study biennially to assess the effectiveness of e-governance service delivery. NeSDA helps to improve citizen-centric service delivery and share best practices across the country for all states, union territories, and central ministries to emulate.
DARPG has successfully released two editions of NeSDA, namely NeSDA 2019 and NeSDA 2021, which have shown a significant rise in e-services across all states/union territories, a rising trend of e-services delivery shifting from single silo departmental portals to integrated/centralized portals, and improvement across assessment parameter scores.
The country’s e-governance landscape has improved due to the last two editions of NeSDA study, which has resulted in an increase in e-service delivery, the rise in the use of integrated/centralized portals for the delivery of e-services, and improvements across assessment parameter scores.
NeSDA 2021 assessed 1400 services across all states and union territories compared to 872 in 2019, which is an increase of over 60%. According to a nationwide citizen survey conducted during the study, 74% of respondents stated that they are satisfied with the e- services provided by the states and union territories.
The most widely used e-services by citizens were the e-services of finance and local governance & utility services sectors. DARPG’s launch of the NeSDA 2023 portal marks the beginning of the third edition of the study- NeSDA 2023 and has revisited the framework to align it with contemporary citizen needs, leading global digital government trends and UN e- Government Survey studies.
