- Report released by Department of Administrative Reforms and Public Grievances (DARPG) highlights initiatives taken towards enhancing e-Service delivery.
- e-Service Delivery involves delivery of public/ other services such as receipt of forms and applications, issue/ grant of license, receipt or payment of money, etc., through electronic mode.
- Key Highlights of the report
- Jammu and Kashmir provides maximum (1117) number of e-Services, across States/UTs.
- 76% Mandatory e-services are available, an increase from 48% under NeSDA 2019.
- Jammu and Kashmir, Kerala, Assam and Odisha provide 100% of their services through their identified Single Unified Service Delivery Portal.
- Tourism sector achieved highest saturation for provision of all mandatory e-services in 23 out of 36 States/UTs.
- Significance of e-Service Delivery
- For Citizens: Empowerment and participation, improved access to services by removal of intermediaries, etc.
- For Governments: Informed data-driven decision making, resource optimization and cost efficiency by reducing inclusion and exclusion errors, etc.
- Challenges: Digital divide, lack of standardization and interoperability, issue of change management due to bureaucratic inertia, concerns related to cyber-security, etc.
Some Best Practices on e-Service Delivery
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