**Executive Summary**
The report, dated December 10, 2025, details the progress of the National e-Governance Service Delivery Assessment (NeSDA) Way Forward initiative, started in April 2023. The initiative aims to monitor and improve e-services delivered through unified portals across States/UTs. The report highlights the increase in e-services and the saturation of mandatory e-services, with some States/UTs achieving high service delivery rates.
**Key Points / Main Content**
* **NeSDA Way Forward Initiative:**
* Started in April 2023 to monitor progress in e-services across States/UTs.
* Monitored through the NeSDA Way Forward Dashboard.
* Between April 2023 and October 2025, e-services increased from 11,614 to 23,919 (over 105% growth).
* Saturation of mandatory e-services rose from 66% to 80%.
* 10 States/UTs now deliver over 90% of their services through a unified portal.
* 6 States/UTs provide 100% of their services through their unified portal.
* **Collaboration and Coordination:**
* Collaboration with State Right to Service (RTS) Commissions for expanding NeSDA mandatory services.
* Coordination with State Governments to enhance the effectiveness of service delivery.
* Dissemination of best practices from RTS Commissions through NeSDA Way Forward.
* RTS framework designed to deliver services in a timely manner.
* **Ongoing Study:**
* The National Centre for Good Governance (NCGG) is studying the implementation and functioning of the RTS framework.
* **API Integration:**
* Currently, there is no API integration between CPGRAMS and State RTS systems.
**Impact Analysis**
**States/UTs**
* **Impact:** Required to provide inputs to the NeSDA Way Forward Dashboard to monitor progress. Need to collaborate to expand mandatory services and coordinate to enhance service delivery mechanisms.
* **Action Required:** Provide inputs for the dashboard, collaborate with the RTS Commissions for NeSDA expansion, and coordinate to improve service delivery mechanisms.
**Citizens**
* **Impact:** Intended to receive improved and timely delivery of e-services.
* **Action Required:** No immediate action required.
Key Entities Referenced
National e-Governance Service Delivery Assessment (NeSDA) Way Forward: Framework initiated to monitor progress and improvement in e-services delivered through unified portals across States/UTs.
Department of Administrative Reforms and Public Grievances: Monitors progress of e-services through inputs provided by States/UTs on the NeSDA Way Forward Dashboard.
State Right to Service (RTS) Commissions: Commissions collaborating on expansion of NeSDA mandatory services.
CPGRAMS: Centralized Public Grievance Redress and Monitoring System. There is currently no API integration with State RTS systems.
National Centre for Good Governance (NCGG): Undertaking a study focused on implementation and functioning of the RTS framework.
Ministry of Personnel, Public Grievances & Pensions
PARLIAMENT QUESTION: EXPANSION OF e-
SERVICES
प्रव तथ: 10 DEC 2025 4:33PM by PIB Delhi
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.
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.
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.
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