Date: 2025-08-09Category: Not ApplicableState: Union GovernmentCountry: India
DARPG collaboration with Right to Services (RTS) Commissioners of States/UTs for enhancement of e- services and improvement in e-Service Delivery across States and UTs under NeSDA Way Forward
**Summary:**
On August 8, 2025, the Department of Administrative Reforms and Public Grievances (DARPG), in collaboration with Right to Service (RTS) Commissioners from various States/UTs, convened a meeting to strengthen public service delivery under the National e-Services Delivery Assessment (NeSDA) Way Forward framework. The meeting, chaired by Secretary V. Srinivas (DARPG) and attended by Director General Surendrakumar Bagde (National Centre for Good Governance - NCGG), focused on enhancing e-services and improving e-service delivery across States and UTs, where the total number of eServices in India has crossed 22,000.
Key discussion points included a roadmap for saturation of e-services and a comprehensive 9-month study by NCGG to document the benefits of RTS Commissions and their impact on improved service delivery. A pilot API integration of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) and RTS with the Haryana RTS Commission is underway for real-time data sharing of state-specific service grievances.
The RTS Commissioners will collaborate with DARPG to enhance e-services in land, labor, finance, and environment sectors, aligning with deregulation objectives for ease of living and ease of doing business. States/UTs were requested to consider including services from these categories in their notified services list. The AAKLAN benchmarking tool, developed by NIC, is being used to evaluate and improve ease of access to services. Best practices of RTS Commissions are being incorporated into monthly NeSDA Way Forward reports.
RTS Commissioners were encouraged to submit proposals under DARPG’s State Collaboration Initiative (SCI) to expand digital services for improved service delivery and grievance redressal.
Key Entities Referenced
Ministry of Personnel, Public Grievances Pensions: The central ministry responsible for personnel matters, public grievances, and pensions.
Department of Administrative Reforms and Public Grievances DARPG: A department that works to improve administrative efficiency and address public grievances.
Right to Services RTS: A mechanism to ensure timely delivery of public services to citizens.
National e-Services Delivery Assessment NeSDA: A framework for assessing and improving e-service delivery across States and Union Territories.
National Centre for Good Governance NCGG: An institution focused on promoting good governance practices.
Centralized Public Grievance Redress and Monitoring System CPGRAMS: An online platform for citizens to lodge and track grievances.
Haryana: A state in India that is piloting API integration of CPGRAMS and RTS.
Shri V. Srinivas: Secretary, Department of Administrative Reforms and Public Grievances (DARPG).
Ministry of Personnel, Public Grievances & Pensions
DARPG collaboration with Right to Services (RTS)
Commissioners of States/UTs for enhancement of e-
services and improvement in e-Service Delivery
across States and UTs under NeSDA Way Forward
Total number of e-Services in India crossed 22000,
and discussed the roadmap for saturation of e-
Services
NCGG to document the benefits of Right to Services
Commissions and Impact on Improved Service
Delivery in a comprehensive study over 9 months
Pilot API integration of CPGRAMS and RTS with
Haryana RTS Commission under completion for real
time data sharing of State specific service grievances
Posted On: 09 AUG 2025 12:16PM by PIB Delhi
To further strengthen the public service delivery framework under the NeSDA Way Forward in collaboration
with the RTS Commissioners, Department of Administrative Reforms and Public Grievances (DARPG), held
a meeting with the RTS Commissions of States/UTs. Eight RTS Commissioners representing Chandigarh,
Punjab, Uttarakhand, Meghalaya, Assam, West Bengal, Haryana, and Maharashtra participated in the meeting
chaired by Shri V. Srinivas, Secretary, DARPG today, 08th August, 2025. Dr. Surendrakumar Bagde,
Director General (DG), National Centre for Good Governance (NCGG) was also present.
Secretary, DARPG highlighted the growth in e-Services across States where RTS Commissions are
established, laying the foundation for deeper collaboration to enhance e-Service Delivery under NeSDA Way
Forward through the RTS framework. He further informed that the API linkage of the CPGRAMS portal with
the RTS Commissions websites is under completion for real time data sharing of State specific service
grievances for effective supervisory oversight of the State Grievance Officers. The RTS Commissioners will
collaborate with the DARPG for enhancement of e- services in four key sectors of land, labour, finance, and
environment under Right to Services Act for Ease of living and Ease of Doing Business in alignment with the
objectives of deregulation. RTS Commissions were requested to leverage the support of States to explore
inclusion of services from these categories in the list of notified services.Currently States/UTs are reporting more than 22,000 e-Services under the NeSDA framework. The evaluation
of the services is facilitated through the AAKLAN benchmarking tool developed by the NIC, on various
parameters to improve upon the ease of access to services. The best practices of the RTS Commissions are
included in the monthly NeSDA Way Forward reports for adoption and a study for examining the impact of
RTS Commissions on the public service delivery and grievances redressal has been undertaken by the NCGG.
Dr. Surendrakumar Bagde, Director General, NCGG, gave an overview of the NCGG study on the benefits of
RTS Acts across States/UTs and explained the scope and purpose of the study to be undertaken over 9
months. Mr Swadheen Kshatriya Ex Commissioner of Maharashtra welcomed the study as it will serve to
establish the interlinkage of Good Governance and service delivery.
The RTS Commissioners were invited to submit proposals under the State Collaboration Initiative (SCI) of
DARPG for expanding digital services for improving service delivery and redressing grievances. This
initiative aligns with the Government of India’s broader vision for digital transformation and efficient public
service delivery, reflecting ongoing efforts to empower citizens and improve governance outcomes.
*****
NKR/PSM
(Release ID: 2154580)