Lok Sabha Question No. 3306 (UNSTARRED), answered on 2023-08-09
Subject: Complaint against NIC Service
Ministry: ELECTRONICS AND INFORMATION TECHNOLOGY
Asked by: Ramesh Chander Kaushik, Locket Chatterjee, Jugal Kishore Sharma, Sandhya Ray

## GOVERNMENT OF INDIA MINISTRY OF ELECTORNICS AND INFORMATION TECHNOLOGY

## LOK   SABHA

## UNSTARRED QUESTION NO. 3306

TO BE ANSWERED ON: 09.08.2023

## COMPLAINT AGAINST NIC SERVICE

3306.   SHRI RAMESH CHANDER KAUSHIK: MS. LOCKET CHATTERJEE: SHRI JUGAL KISHORE SHARMA: SHRIMATI SANDHYA RAY:

Will the Minister of ELECTRONICS AND INFORMATION TECHNOLOGY be pleased to state:

- (a) the total number of complaints received regarding deficiencies/problems in the services provided by the National Informatics Center (NIC) during the last three years, State/UT and year-wise;
- (b) the  total  number  of  said  complaints  received  from  Government  departments,  Public Institutions and Customers in West Bengal, Haryana, Uttar Pradesh, Jammu & Kashmir and Madhya Pradesh respectively during the last three years, district-wise; and (c) the measures taken by the Government/NIC to solve the problems in this regard?

## ANSWER

## MINISTER OF STATE FOR ELECTRONICS AND INFORMATION TEHNOLOGY (SHRI RAJEEV CHANDRASEKHAR)

(a): National Informatics Centre (NIC) provides Information and Communication Technology (ICT) and eGovernance support to Central Government, State Governments, UT Administrations, Districts, and other Government bodies. NIC has developed several digital solutions  and  platforms  for  the  socio-economic  development  of  the  country  to  empower citizens.  It  offers  wide  range  of  services  like  Multi-Gigabit  PAN  India  Network  NICNET, National Knowledge Network, National Data Centres, National Cloud, Video Conferencing, Email  and  Messaging  Services,  Command  and  Control  Centre,  Multi-layered  GIS  based Platform, Domain Registration and Webcast.

The  estimated  user  base  of  NIC  services  is  more  than  one  crore.  Around  three  lakh requests/issues on an average were reported yearly which is less than 3% of the user base. Year wise breakup from 2020, 2021 and 2022 is given below.

| States                   |   2020 |   2021 |   2022 |
|--------------------------|--------|--------|--------|
| ANDAMAN &NICOBAR ISLANDS |    334 |     93 |    109 |
| ANDHRA PRADESH           |   4048 |   4236 |   4895 |
| ARUNACHAL PRADESH        |   2107 |   2323 |   2601 |
| ASSAM                    |   9270 |   8604 |   9926 |
| BIHAR                    |   3803 |   3222 |   3094 |
| CHANDIGARH               |  17123 |  17535 |  17011 |
| CHHATTISGARH             |   6400 |  10697 |   7175 |
| DADAR &NAGAR HAVELI      |     68 |     97 |     69 |
| DAMAN &DIU               |    140 |    169 |    164 |
| DELHI                    |  79925 |  76377 |  73977 |
| GOA                      |   4492 |   3713 |   3828 |
| GUJARAT                  |   6247 |   7385 |   6838 |
| HARYANA                  |  21006 |   4076 |   2957 |
| HIMACHAL PRADESH         |  30949 |  34607 |  35296 |

| JAMMU &KASHMIR   |   9799 |   7528 |   8394 |
|------------------|--------|--------|--------|
| JHARKHAND        |   4941 |   3263 |   1797 |
| KARNATAKA        |   8609 |   7388 |   6666 |
| KERALA           |  10925 |   9640 |  10749 |
| LAKSHADWEEP      |    125 |     68 |     68 |
| MADHYA PRADESH   |  24979 |  16758 |  11056 |
| MAHARASHTRA      |  15920 |  19755 |  19699 |
| MANIPUR          |   1289 |   1022 |   1083 |
| MEGHALAYA        |   4622 |   4557 |   3957 |
| MIZORAM          |    819 |    494 |    922 |
| NAGALAND         |    558 |    524 |    503 |
| ORISSA           |  18071 |  15421 |  16197 |
| PONDICHERRY      |    233 |    365 |    143 |
| PUNJAB           |   4406 |   3619 |   2757 |
| RAJASTHAN        |   7891 |   7238 |  19118 |
| SIKKIM           |   1441 |   1349 |   1530 |
| TAMILNADU        |   3792 |   5989 |   3561 |
| TELANGANA        |   3877 |   5524 |   7551 |
| TRIPURA          |   5388 |   5124 |   5054 |
| UTTAR PRADESH    |  45479 |  33003 |  22738 |
| UTTARAKHAND      |  13332 |  12117 |  10477 |
| WEST BENGAL      |   9099 |   7629 |   7140 |
| Total States     | 381507 | 341509 | 329100 |

- (b): In the state of West Bengal, 7140 requests/issues were received on service desk in 2022. District wise breakup for year 2020, 2021 and 2022 is given below.

| S. No.   | West Bengal Districts   | 2020   |   2021 | 2022   |
|----------|-------------------------|--------|--------|--------|
| 1        | Alipurduar              | 1665   |     75 | 144    |
| 2        | Bankura                 | 1179   |     19 | 11     |
| 3        | Purba Bardhaman         | 530    |     32 | 25     |
| 4        | Birbhum                 | 321    |     22 | 30     |
| 5        | Cooch-Behar             | 277    |   1216 | 1674   |
| 6        | Dakshin-Dinajpur        | 257    |     55 | 87     |
| 7        | Darjeeling              | 190    |     34 | 21     |
| 8        | Hooghly                 | 177    |     97 | 79     |
| 9        | Howrah                  | 129    |    130 | 121    |
| 10       | Jalpaiguri              | 86     |     71 | 31     |
| 11       | Jhargram                | 79     |      2 | -      |
| 12       | Kalimpong               | -      |      1 | -      |
| 13       | Malda                   | 79     |     55 | 41     |
| 14       | Murshidabad             | 73     |    350 | 224    |
| 15       | Nadia                   | 70     |     12 | -      |
| 16       | North-24-Parganas       | 70     |      9 | 10     |
| 17       | Paschim Bardhaman       | 62     |      4 | -      |
| 18       | Paschim-Medinipur       | 49     |     19 | 12     |
| 19       | Purba-Medinipur         | 25     |     47 | 605    |
| 20       | Purulia                 | 19     |     26 | 21     |
| 21       | Siliguri                | 19     |     45 | -      |
| 22       | South-24-Parganas       | 1      |     45 | 19     |
| 23       | Uttar-Dinajpur          | 1      |     22 | 12     |
| 24       | State Unit              | 3741   |   5241 | 3973   |
|          | Total                   | 9099   |   7629 | 7140   |

In the state of Haryana, 2957 requests/issues were received on service desk in 2022. District wise breakup for year 2020, 2021 and 2022 is given below.

| S. No.   | Haryana Districts   |   2020 | 2021   | 2022   |
|----------|---------------------|--------|--------|--------|
| 1        | Ambala              |   8643 | 114    | -      |
| 2        | Bhiwani             |   1053 | 14     | 10     |
| 3        | Chandigarh          |    847 | 3      | 2      |
| 4        | Faridabad           |    802 | 3      | 72     |
| 5        | Fatehabad           |    654 | 41     | 1      |
| 6        | Gurugram            |    640 | 201    | 2      |
| 7        | Hisar               |    635 | 27     | 6      |
| 8        | Jhajjar             |    530 | 23     | 3      |
| 9        | Jind                |    511 | 74     | 47     |
| 10       | Kaithal             |    499 | 33     | 17     |
| 11       | Karnal              |    451 | 17     | 6      |
| 12       | Kurukshetra         |    441 | -      | 1      |
| 13       | Mahendragarh        |    420 | 43     | 1      |
| 14       | Mewat               |    378 | 7      | 3      |
| 15       | Palwal              |    353 | 67     | 29     |
| 16       | Panchkula           |    351 | -      | -      |
| 17       | Panipat             |    307 | 42     | 7      |
| 18       | Rewari              |    276 | 3      | 13     |
| 19       | Rohtak              |    214 | 69     | 4      |
| 20       | Sirsa               |    167 | 2      | -      |
| 21       | Sonepat             |     27 | 7      | 3      |
| 22       | Yamunanagar         |      4 | 19     | 12     |
| 23       | State Unit          |   2803 | 3267   | 2718   |
|          | Total               |  21006 | 4076   | 2957   |

In the state of Uttar Pradesh, 22738 requests/issues were received on service desk in 2022. District wise breakup for year 2020, 2021 and 2022 is given below.

|   S. No. | Uttar Pradesh Districts   |   2020 |   2021 |   2022 |
|----------|---------------------------|--------|--------|--------|
|        1 | Agra                      |    970 |    725 |    232 |
|        2 | Aligarh                   |    329 |     86 |     50 |
|        3 | Allahabad (Prayagraj)     |     70 |     24 |     32 |
|        4 | Ambedkar Nagar            |     12 |     38 |      6 |
|        5 | Amethi                    |    100 |     55 |     43 |
|        6 | Auraiya                   |   2390 |   1193 |    643 |
|        7 | Azamgarh                  |    634 |    118 |     17 |
|        8 | Baghpat                   |    257 |     78 |    226 |
|        9 | Bahraich                  |    409 |    126 |     11 |
|       10 | Ballia                    |     35 |     29 |     17 |
|       11 | Balrampur                 |    381 |     65 |     44 |
|       12 | Banda                     |     26 |     48 |     41 |
|       13 | Barabanki                 |    182 |     45 |     14 |
|       14 | Bareilly                  |     17 |    151 |      4 |
|       15 | Basti                     |    284 |    226 |      4 |
|       16 | Bijnor                    |   1052 |    356 |     50 |
|       17 | Buduan (Budaun)           |    225 |     31 |      1 |
|       18 | Bulandshahar              |     27 |     64 |     36 |

|   19 | Chandauli                    | 791      | 31      | 11     |
|------|------------------------------|----------|---------|--------|
|   20 | Chitrakoot                   | 242      | 5       | 1      |
|   21 | Deoria                       | 27       | 35      | 4      |
|   22 | Etah                         | 18       | 33      | 1      |
|   23 | Etawah                       | 320      | 166     | 21     |
|   24 | Faizabad                     | 590      | 69      | 28     |
|   25 | Farrukhabad                  | 1        | 7       | 3      |
|   26 | Fatehpur                     | 118      | 24      | 16     |
|   27 | Firozabad                    | 121      | 65      | 54     |
|   28 | Gautam Buddha Nagar          | 294      | 420     | 281    |
|   29 | Ghaziabad                    | 30       | 29      | 17     |
|   30 | Ghazipur                     | 1355     | 917     | 781    |
|   31 | Gonda                        | 30       | 90      | 13     |
|   32 | Gorakhpur                    | 1188     | 430     | 94     |
|   33 | Hamirpur                     | 20       | 27      | 9      |
|   34 | Hapur                        | 19       | 24      | 14     |
|   35 | Hardoi                       | 19       | 45      | 6      |
|   36 | Hathras                      | 296      | 123     | 15     |
|   37 | Jalaun                       | 504      | 98      | 12     |
|   38 | Jaunpur                      | 268      | 49      | 12     |
|   39 | Jhansi                       | 6136     | 4862    | 5130   |
|   40 | Jyotiba Phule Nagar (Amroha) | 819      | 276     | 4      |
|   41 | Kannauj                      | 16       | 30 1302 | 22 957 |
|   42 | Kanpur Dehat                 | 1783     | 166     |        |
|   43 | Kanpur Nagar                 | 331      |         | 16     |
|   44 | Kasganj                      | 14       | 8       | 7      |
|   45 | Kaushambi                    | 95       | 56      | 8      |
|   46 | Kushinagar                   | 2289     | 1542    | 1379   |
|   47 | Lakhimpur Kheri              | 1038     | 266     | 27     |
|   48 | Lalitpur                     | 22       | 44      | 28     |
|   49 | Lucknow                      | 60       | 6       | 21     |
|   50 | Maharajganj                  | 205      | 3       | 6      |
|   51 | Mahoba                       | 1474     | 464     | 7      |
|   52 | Mainpuri                     | 13       | 36      | 9      |
|   53 | Mathura                      | 1054     | 400     | 122    |
|   54 | Mau                          | 129      | 29      | 25     |
|   55 | Meerut                       | 682      | 245     | 175    |
|   56 | Mirzapur                     | 59       | 74      | 24     |
|   57 | Moradabad                    | 92       | 71      | 23     |
|   58 | Muzaffarnagar                | 42       | 73      | 26     |
|   59 | Pilibhit                     | 462      | 23      | 6      |
|   60 | Pratapgarh                   | 368      | 14      | 3      |
|   61 | Raebareli                    | 55       | 9       | 2 29   |
|   62 | Rampur                       | 86       | 43      |        |
|   63 | Saharanpur                   | 53       | 72      | 94     |
|   65 | Sant Kabir Nagar             | 28       | 39      | 8      |
|   66 | Sant Ravidas                 | Nagar 11 | 7       | 7      |

| 67   | Shahjahanpur       |    12 |    64 |    14 |
|------|--------------------|-------|-------|-------|
| 68   | Shamli             |     2 |     6 |    11 |
| 69   | Shravasti          |  1495 |    45 |     7 |
| 70   | Siddharthnagar     |   391 |    19 |     2 |
| 71   | Sitapur            |   677 |    88 |    11 |
| 72   | Sonbhadra          |    13 |    59 |    14 |
| 73   | Sultanpur          |   152 |    42 |    39 |
| 74   | Unnao              |  2604 |  2549 |  2724 |
| 75   | Varanasi (Banaras) |   511 |   165 |    93 |
| 76   | State Unit         |  8552 | 13656 |  8779 |
|      | Total              | 45479 | 33003 | 22738 |

In  the  state  of  Jammu  &  Kashmir,  8394  requests/issues  were  received  on  service  desk  in 2022. District wise breakup for year 2020, 2021 and 2022 is given below.

| S. No.   | Jammu & Districts   |   Kashmir 2020 |   2021 |   2022 |
|----------|---------------------|----------------|--------|--------|
| 1        | Anantnag            |            234 |     27 |      6 |
| 2        | Badgam              |            438 |     85 |    133 |
| 3        | Bandipore           |             79 |     31 |     26 |
| 4        | Baramulla           |            156 |     52 |     97 |
| 5        | Doda                |            420 |      2 |      1 |
| 6        | Ganderbal           |            146 |      3 |      3 |
| 7        | Jammu               |           2157 |   2360 |   2540 |
| 8        | Kargil              |              7 |      1 |      1 |
| 9        | Kathua              |             46 |     15 |    148 |
| 10       | Kishtwar            |            500 |      6 |      8 |
| 11       | Kulgam              |            126 |     54 |     46 |
| 12       | Kupwara             |            149 |     90 |    155 |
| 13       | Leh                 |             12 |      3 |      1 |
| 14       | Poonch              |             18 |      5 |     34 |
| 15       | Pulwama             |            111 |     25 |     18 |
| 16       | Rajouri             |            179 |      1 |      6 |
| 17       | Ramban              |           2169 |   1819 |   1256 |
| 18       | Reasi               |            107 |      9 |      1 |
| 19       | Samba               |             25 |     12 |      1 |
| 20       | Shopian             |            639 |    231 |    263 |
| 21       | Srinagar            |             94 |      2 |      2 |
| 22       | Udhampur            |             84 |     12 |      3 |
| 23       | State Unit          |           1903 |   2683 |   3645 |
|          | Total               |           9799 |   7528 |   8394 |

In the state of Madhya Pradesh, 11056 requests/issues were received on service desk in 2022. District wise breakup for year 2020, 2021 and 2022 is given below.

|   S. No. | Madhya Pradesh Districts   |   2020 |   2021 |   2022 |
|----------|----------------------------|--------|--------|--------|
|        1 | Agar Malwa                 |    102 |      4 |      7 |
|        2 | Alirajpur                  |    457 |     32 |     12 |
|        3 | Anuppur                    |    269 |     16 |     12 |
|        4 | Ashoknagar                 |   1109 |   1205 |    340 |
|        5 | Balaghat                   |    168 |     32 |     14 |
|        6 | Barwani                    |    986 |    866 |    768 |

| 7     | Betul              | 1057    | 1164    | 198     |
|-------|--------------------|---------|---------|---------|
| 8     | Bhind              | 1380    | 1246    | 1211    |
| 9     | Bhopal             | 265     | 5       | 2       |
| 10    | Burhanpur          | 698     | 59      | 5       |
| 11    | Chhatarpur         | 88      | 34      | 29      |
| 12    | Chhindwara         | 36      | 50      | 46      |
| 13    | Damoh              | 1459    | 1172    | 1111    |
| 14    | Datia              | 284     | 7       | 5       |
| 15    | Dewas              | 1014    | 696     | 429     |
| 16    | Dhar               | 34      | 33      | 26      |
| 17    | Dindori            | 243     | 28      | 16      |
| 18    | Guna               | 48      | 19      | 8       |
| 19    | Gwalior            | 226     | 319     | 303     |
| 20    | Harda              | 295     | 177     | 87      |
| 21    | Hoshangabad        | 1806    | 211     | -       |
| 22    | Indore             | 626     | 217     | 90      |
| 23    | Jabalpur           | 223     | 285     | 174     |
| 24    | Jhabua             | 39      | 59      | 12      |
| 25    | Katni              | 36      | 48      | 46      |
| 26    | Khandwa            | 661     | 107     | 50      |
| 27    | Khargone           | 1163    | 787     | 775     |
| 28    | Mandla             | 751     | 316     | 106     |
| 29    | Mandsaur           | 23      | 17      | 17      |
| 30    | Morena             | 27      | 15      | 10      |
| 31    | Narsingpur         | 1828    | 746     | 21      |
| 32    | Neemuch            | 148     | 16      | 24      |
| 33    | Panna              | 263     | 81      | 8       |
| 34    | Raisen             | 280     | 10      | 10      |
| 35    | Rajgarh            | 574     | 150     | 1       |
| 36    | Ratlam             | 417     | 133     | 4       |
| 37    | Rewa               | 795     | 201     | 14      |
| 38    | Sagar              | 60      | 39      | 11      |
| 39    | Satana             | 8       | 16      | 17      |
| 40    | Sehore             | 35      | 16      | 15      |
| 41    | Seoni              | 15      | 19      | 17      |
| 42    | Shahdol            | 147     | 15      | 15      |
| 43    | Shajapur           | 22      | 57      | 17      |
| 44    | Sheopur            | 1088    | 940     | 1039    |
| 45    | Shivpuri           | 124     | 23      | 8       |
| 46    | Sidhi              | 80      | 20      | 38      |
| 47    | Singrauli          | 123     | 22      | 11      |
| 48    | Tikamgarh          | 1009    | 1093    | 1377    |
| 49    | Ujjain             | 237     | 77      | 45      |
| 50    | Umaria             | 39      | 22      | 14      |
| 51 52 | Vidisha State Unit | 16 2098 | 15 3821 | 12 2429 |
|       | Total              | 24979   | 16758   | 11056   |

(c): The complaints/issues with respect to NIC Services are registered in a common service desk portal of NIC - https://servicedesk.nic.in/.

The  complaints/issues  are  forwarded  to  concerned  NIC  teams  at  district/state/centre  for timely  resolution.  Escalation  matrix  is  built  into  the  system  to  ensure  all  complaints  are addressed.

The  Government  of  India  is  committed  of  transparent  and  efficient  delivery  of  services. Digital India Programme has paved the way for this by digitization of citizen services as well as the functioning of the Government. NIC has been playing a key role in this regard and has created a large number of applications for the citizens and government users.

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