The Ministry of External Affairs addressed Unstarred Question No. 1004 on December 5, 2025, regarding Citizen Service Centers in Embassies. Shri Sanatan Pandey inquired about the digitization of Citizen Service Centres in Indian Embassies abroad, the number of countries where the 'E-Help Counter' facility has been initiated, and whether the digitization has reduced average service time.
Minister of State in the Ministry of External Affairs, Shri Kirti Vardhan Singh, responded that the Ministry has initiated 'SEWA- Indian Consular Services System' (E-SEWA), an online platform for Indian nationals to apply for consular services at Indian Missions/Posts abroad. So far, Indian Missions/Posts in 117 countries have been onboarded on the E-SEWA platform.
Additionally, MADAD, an online comprehensive grievances redressal portal, has led to qualitative improvement in the delivery of consular assistance and the handling of consular grievances, with a resolution rate of over 95 percent. The MADAD Portal addresses a wide range of consular grievances, including repatriation, transportation of mortal remains, death compensation, work-related problems, imprisonment, missing persons, passport services, and concerns of students.
Key Entities Referenced
Ministry of External Affairs: Indian ministry responsible for the Citizen Service Centers initiative.
SEWA- Indian Consular Services System' (E-SEWA): Online platform enabling Indian nationals to apply online for consular services at Indian Missions/Posts abroad.
MADAD: Online comprehensive grievances redressal portal for consular assistance.
Citizen Service Centers in Embassies: Centers in Indian Embassies abroad, being digitized for citizen services.
GOVERNMENT OF INDIA
MINISTRY OF EXTERNAL AFFAIRS
LOK SABHA
UNSTARRED QUESTION NO- 1004
ANSWERED ON- 05/12/2025
CITIZEN SERVICE CENTERS IN EMBASSIES
†1004. SHRI SANATAN PANDEY
Will the Minister of EXTERNAL AFFAIRS be pleased to state :-
(a) whether the Citizen Service Centres in Indian Embassies abroad
have been digitized by the Government, if so, the number of countries
where the facility of 'E-Help Counter' has been started; and
(b) whether the said initiative has reduced the average service time, if
so, the details thereof?
1ANSWER
THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS
(SHRI KIRTI VARDHAN SINGH)
(a & b) Ministry in its endeavour to offer online services has started
‘SEWA- Indian Consular Services System’ (E-SEWA) which is aimed at
creating an online platform, enabling Indian nationals to apply online for
various consular services at Indian Missions/Posts abroad. So far,
Indian Missions/Posts in 117 countries have been onboarded on E-SEWA
platform.
Further, MADAD, which is an online comprehensive grievances
redressal portal, has led to qualitative improvement in delivery of
consular assistance and handling of consular grievances, with success
rate of resolution of over 95 percent cases. The MADAD Portal, a key
good governance initiative, effectively serves Indian nationals abroad
by addressing a wide range of consular grievances, including
repatriation, transportation of mortal remains, death compensation,
work-related problems, imprisonment, missing persons, passport
services, and concerns of students.
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