Executive Summary:
The Ministry of Electronics and Information Technology addresses Lok Sabha Starred Question No. 260 on August 6, 2025, regarding digital tools for tracking government service timelines. The government is using various digital platforms, tools, and dashboards to enhance transparency, accountability, and efficiency in public service delivery. These tools aim to monitor service timelines, deter delays and malpractices, and enable data-driven decision-making.
Key Points / Main Content:
Digital Tools and Dashboards:
* PRAYAS (prayas.nic.in): A task and performance monitoring system developed by NIC to improve administrative efficiency and compliance with service timelines at the officer and department level.
* eSamiksha (esamiksha.gov.in): A central decision-tracking platform used to monitor the implementation of high-level government decisions and initiatives.
* PRAGATI (pragati.nic.in): A multi-tier, video-based platform where the Prime Minister reviews the implementation of flagship programs, public grievances, and large infrastructure projects.
* GeM (gem.gov.in): India's unified procurement portal designed to bring efficiency, cost savings, and integrity into public procurement.
* CPGRAMS (pgportal.gov.in): The central portal for citizens to lodge complaints regarding delays, non-service, or poor-quality delivery by any government department.
* RTI Online (rtionline.gov.in): This portal enables citizens to file RTI requests to seek information from Central Government bodies, enhancing transparency.
* Department-Specific Portals: Various departments have developed dedicated portals and dashboards to enhance visibility into service delivery.
Supporting Reforms:
* Service-Level Agreements (SLAs): Ongoing reforms in SLAs.
* Performance-Linked Assessments: Ongoing reforms in performance-linked assessments.
* Citizen Feedback Mechanisms: Utilized to make governance more transparent, accountable, and responsive.
Integrated Functionality:
* The tools work in an integrated manner to enable responsive governance.
* eSamiksha and PRAYAS provide real-time data to PRAGATI.
* GeM ensures transparency in procurement.
* CPGRAMS captures citizen feedback.
Impact Analysis:
Government Administrators:
* Impact: Increased accountability, improved efficiency in service delivery, and better monitoring of timelines and performance.
* Action Required: Utilize digital tools and dashboards, adhere to service-level agreements, and respond to citizen feedback.
Citizens:
* Impact: Enhanced transparency, improved access to information, and a more responsive government.
* Action Required: Utilize CPGRAMS to lodge complaints and RTI Online to seek information.
Ministries and Departments:
* Impact: Improved coordination, enhanced data-driven decision-making, and better tracking of the implementation of government decisions and initiatives.
* Action Required: Implement and utilize the digital platforms, tools, and dashboards provided by the government.
Key Entities Referenced
Ministry of Electronics and Information Technology: The Indian government ministry responsible for electronics and information technology policy.
Lok Sabha: The lower house of the Parliament of India.
Ashwini Vaishnaw: The Minister for Electronics and Information Technology of India.
PRAYAS: A task and performance monitoring system developed by NIC (National Informatics Centre) to improve administrative efficiency and compliance with service timelines.
eSamiksha: A central decision-tracking platform used to monitor the implementation of high-level government decisions and initiatives.
Prime Minister's Office PMO: The office of the Prime Minister of India, involved in monitoring government decisions through platforms like eSamiksha.
PRAGATI: A multi-tier, video-based platform for Pro-Active Governance And Timely Implementation, used by the Prime Minister to review implementation of flagship programs and address public grievances.
CPGRAMS Centralised Public Grievance Redress and Monitoring System: The central portal for citizens to lodge complaints regarding government service delivery.
GOVERNMENT OF INDIA
MINISTRY OF ELECTRONICS AND INFORMATION TECHNOLOGY
LOK SABHA
STARRED QUESTION NO. *260
TO BE ANSWERED ON: 06.08.2025
TOOLS TO TRACK GOVERNMENT SERVICE TIMELINES
*260. DR. DHARAMVIRA GANDHI:
Will the Minister of ELECTRONICS AND INFORMATION TECHNOLOGY be pleased to state:
the details of digital tools or dashboards being used by the Government to track Government
service timelines and penalize delays and graft?
ANSWER
MINISTER FOR ELECTRONICS AND INFORMATION TECHNOLOGY
(SHRI ASHWINI VAISHNAW)
A Statement is laid on the Table of the House.STATEMENT REFERRED TO IN THE REPLY TO LOK SABHA STARRED QUESTION
NO. *260 FOR 06.08.2025 REGARDING “TOOLS TO TRACK GOVERNMENT
SERVICE TIMELINES”
……..
The Government of India is leveraging digital technology to enhance transparency, accountability,
and efficiency in public service delivery. Several digital platforms, tools, dashboards, and
monitoring systems have been implemented across Ministries and Departments enabling real-time
monitoring, data driven decision-making, tracking service timelines, ensuring timely delivery of
citizen-centric services, and deterring delays and malpractices.
Key digital tools and dashboards include:
1. PRAYAS (https://prayas.nic.in/) – Developed by NIC, PRAYAS is a task and performance
monitoring system designed to improve administrative efficiency and compliance with
service timelines at the officer and department level.
2. e-Samiksha (https://esamiksha.gov.in/) – e-Samiksha is a central decision-tracking
platform used to monitor the implementation of high-level government decisions and
initiatives, particularly those stemming from the Cabinet, Prime Minister’s Office (PMO),
and inter-ministerial directives.
3. PRAGATI – Pro-active Governance And Timely Implementation-
(https://pragati.nic.in/en/) – PRAGATI is a multi-tier, video-based platform where the
Prime Minister reviews implementation of flagship programmes, public grievances, and
large infrastructure projects.
4. GeM – Government e-Marketplace (https://gem.gov.in/) – GeM is India’s unified
procurement portal for government buyers and sellers. It brings efficiency, cost savings,
and integrity into public procurement.
5. CPGRAMS -Centralised Public Grievance Redress and Monitoring System-
(https://pgportal.gov.in/) – CPGRAMS is the central portal for citizens to lodge complaints
regarding delays, non-service, or poor-quality delivery by any government department.
6. RTI Online (https://rtionline.gov.in/) – This portal enables citizens to file RTI requests to
seek information from Central Government bodies, enhancing transparency.
7. In addition to the platforms mentioned above, various departments have developed their
own dedicated portals and dashboards that enhance visibility into service delivery, enabling
both administrators and citizens to monitor progress and key developments in real time.
These digital tools and dashboards are supported by ongoing reforms in service-level agreements
(SLAs), performance-linked assessments, and citizen feedback mechanisms, aimed at making
governance more transparent, accountable, and responsive. These tools or dashboards work in an
integrated manner to enable responsive governance. For example, e-Samiksha and PRAYAS
dashboards provides real-time data to PRAGATI for high-level monitoring, GeM ensures
transparency in procurement, and CPGRAMS captures citizen feedback. Together, they embed
transparency, speed, and accountability into service delivery through automation, escalationmechanisms, and top-level oversight—reducing delays, curbing graft, and promoting citizen-
centric outcomes.
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