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National e-Governance Service Delivery Assessment 2021 Report

Union Minister of State (I/C), Ministry of Science and Technology, Ministry of Earth Sciences, Minister of State in the Prime Minister’s Office, Minister of State of Personnel, Public Grievances & Pensions, Department of Atomic Energy and Department of Space, Dr Jitendra Singh released the 2nd edition of the National e-Governance Service Delivery Assessment 2021 on 13th June 2022.

  • The NeSDA 2021 report has been prepared covering the assessment of States, UTs, and focus Central Ministries on their effectiveness in delivering online services to citizens.
  • The report also provides suggestions for governments to further enhance their e-Governance service delivery systems.

National e-Governance Service Delivery Assessment (NeSDA) 2021 covers services across seven sectors:

Finance, Labour & Employment, Education, Local Governance & Utility Services, Social Welfare, Environment and Tourism sectors

  • The assessment covered 56 mandatory services for each States & UTs and 27 services for the focus Central Ministries. The second edition of NeSDA added eight State/UT level services and four Central Ministry services.
The portals assessed were classified into one of two categories.
  1. State / UT / Central Ministry Portal, the designated portal of the respective government that provides a single window access to information and service links, is the first category.
    • These portals were assessed on four parameters, viz., Accessibility, Content Availability, Ease of Use, and Information Security & Privacy.

2. The second category comprises of the State / UT / Central Ministry Services Portals which focus on the digital delivery of services and provide service-related information.

    • The Services Portals were assessed on an additional three parameters, viz., End-service Delivery, Integrated Service Delivery, and Status & Request Tracking.
Key Points:
  • DARPG embarked on the second edition of NeSDA study in January 2021. The data collection, synthesis and analysis processes lasted until May 2022.
  • In NeSDA 2021, 1400 services across all States and UTs were assessed as compared to 872 in 2019, an increase of over 60%.
  • 74% respondents of the nation-wide citizen survey conducted during the study had stated that they are satisfied with the e-Services provided by the States and UTs.
  • An overall improvement has been seen in scores across all parameters and at all levels with Information Security & Privacy being the most improved parameter across all portals.
  • Among the Central Ministry Portals, scores have improved for 4 portals.
  • Among the Central Ministry Services Portals, scores have improved for 6 portals.
  • Among States and UTs, scores have improved for 28 of the State / UT Portals and for 22 of the State / UT Services Portals.

National e-Governance Service Delivery Assessment (NeSDA) 2021 Rankings:

Ranking of State / UT Portals: (Top 5)

National e-Governance Service Delivery Assessment (NeSDA) 2021 Ranking of State and UT Portals
Image Source: PIB

» In 2021, the UTs of Lakshadweep and Dadra & Nagar Haveli and Daman & Diu have not provided adequate data for assessment of their UT Portals. Hence, they are not considered for analysis.

Ranking of State / UT Services Portals: (Top 5)

National e-Governance Service Delivery Assessment (NeSDA) 2021 Ranking of State and UT Services Portals
Image Source: PIB

» In the Union Territories category, Jammu & Kashmir was assessed for the first time in NeSDA 2021 and scored the highest amongst all UTs for six sectors.

» In 2021, the UT of Lakshadweep has not provided adequate data for assessment of their UT Services Portals and hence it is not considered for analysis.

Ranking of Central Ministries: (Top 5)

National e-Governance Service Delivery Assessment (NeSDA) 2021 Ranking of Central Ministries
Image Source: PIB
About NeSDA:
  • Department of Administrative Reforms & Public Grievances (DARPG) had constituted the National e-Governance Service Delivery Assessment (NeSDA) in 2019 as part of its mandate to boost the e-government endeavours and drive digital government excellence.
  • The biennial study assesses States, Union Territories (UTs), and focus Central Ministries on the effectiveness of e-Governance service delivery.
  • NeSDA helps the respective governments improve their delivery of citizen centric services and shares best practices across the country for all States, UTs and Central Ministries to emulate. 
Source: PIB

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