Lok Sabha Question No. 1653 (UNSTARRED), answered on 2025-12-10
Subject: Expansion of e-Services
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Dr. Bhola Singh, Shri Krishna Prasad Tenneti, Shri Balabhadra Majhi, Shri Shivmangal Singh Tomar

## GOVERNMENT OF INDIA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS ( DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 1653

(ANSWERED ON 10.12.2025)

## EXPANSION OF e-SERVICES

## 1653. DR. BHOLA SINGH:

SHRI KRISHNA PRASAD TENNETI:

SHRI BALABHADRA MAJHI:

SHRI SHIVMANGAL SINGH TOMAR

Will the PRIME MINISTER be pleased to state:

(a)  the  progress  achieved  under  the  National  e-Governance  Service  Delivery  Assessment (NeSDA) Way Forward in increasing the number and coverage of e-services across States and Union Territories;

(b)  the  details  of  the  initiatives  taken  in  collaboration  with  State  Right  to  Services  (RTS) Commissions to improve the delivery and monitoring of notified services;

- (c) the present status of API integration between CPGRAMS and State RTS systems for realtime sharing of State-specific service grievance data;
- (d) the objectives of the ongoing studies being undertaken by the National Centre for Good Governance (NCGG) on RTS frameworks; and

(e)  the  manner  in  which  the  findings  are  expected  to  support  more  effective  and  citizencentric service delivery?

## ANSWER

## MINISTER OF STATE IN THE MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS AND MINISTER OF STATE IN THE PRIME MINISTER'S OFFICE (DR. JITENDRA SINGH)

(a):  The  National e-Governance Service Delivery Assessment (NeSDA) Way Forward was started  since  April  2023  to  monitor  monthly  progress  and  improvement  in  e-services, mandatory  e-services,  and  e-services  delivered  through  unified  portals  across  States/UTs. The  Department  of  Administrative  Reforms  and  Public  Grievances  monitors  the  progress through  inputs  provided  by  States/UTs  on  the  NeSDA  Way  Forward  Dashboard.  Between April 2023 and October 2025, the number of e-services offered by States/UTs increased from 11,614 to 23,919,  which  is  over  105  %  growth. During  the  same  period,  the  saturation  of identified mandatory e-services rose from 66% to 80%. 10 States/UTs now deliver over 90 % of their services through a unified portal, and 6 State/UTs provides 100 % of their services through their unified portal.

(b)  &  (c):  The  Department  is  collaborating  with  the  State  Right  to  Service  (RTS) Commissions, on expansion of NeSDA mandatory services for saturation, defining roadmaps for provisioning services through unified portals, and coordinating with the State Governments  for  enhancing  effectiveness  of  service  delivery  mechanisms  for  ensuring timely redressal of public grievances. The  best practices of the Right to Services

Commissions are disseminated  through  NeSDA Way  Forward  for  facilitating  adoption  by other States to improve eservices delivery. RTS framework is designed to deliver services to citizens in a time bound manner.

At present, there is no API integration between CPGRAMS and State RTS systems.

(d)  &  (e):  The  ongoing  study  undertaken  by  the  National  Centre  for  Good  Governance (NCGG) focusses on the implementation and functioning of the RTS framework, including progress,  achievements  of  timelines  in  delivery  of  services,  citizen  participation  across districts/ regions and improvements to strengthen service delivery.

*****