State shines in assessment of national e-governance service delivery

SHILLONG, June 12: Meghalaya and Nagaland have been ranked as the top state gateways with an overall compliance of over 90% for the National E-Governance Service Delivery Assessment (NeSDA) among North Eastern states and Hills, according to an official report on Sunday.
Union Minister Dr. Jitendra Singh will release the NeSDA 2021 report on Monday which provides suggestions for governments to further improve their e-governance service delivery systems.
Meghalaya and Nagaland are top state gates with over 90% overall compliance across all assessment metrics among North Eastern and Hill states, the Ministry of Personnel, Public Grievances and Pensions said. in a press release.
Among the service portals for North Eastern and Hill states, the top ranked states of Meghalaya and Tripura also showed improvement in all six sectors compared to NeSDA 2019, he added.
Kerala, Odisha, Tamil Nadu, Punjab, Karnataka and Uttar Pradesh had more than 85% compliance in the remaining states category, he said.
In the Union Territories category, Jammu and Kashmir, which was assessed for the first time in the NeSDA 2021, achieved the highest score among all UTs for six sectors with an overall compliance of nearly by 90%.
According to the report, Kerala had the highest overall compliance score among all states and UTs.
Among the remaining states, Tamil Nadu’s overall score increased the most in 2021 compared to 2019.
Andhra Pradesh, Kerala, Punjab, Goa and Odisha also improved their service portal compliance by 100%.
Punjab, Tamil Nadu and Rajasthan are the top states with over 75% compliance for all parameters of their service portals.
The second edition of the NeSDA has been prepared, covering the assessment of states, union territories. It focuses on central ministries on their effectiveness in delivering online services to citizens.
The biennial study also provides suggestions for governments to further improve their e-governance service delivery systems.
The Department of Administrative Reforms and Public Grievances (DARPG) had constituted the NeSDA in 2019 as part of its mandate to drive e-government efforts and foster digital government excellence.
NeSDA helps respective governments improve their citizen-centric service delivery and shares best practices across the country for all states, UTs, and central departments to emulate.
The DARPG embarked on the second edition of the NeSDA study in January 2021.
The 2021 NeSDA Framework was finalized after multiple consultative workshops with States, UTs and Central Ministries from March 2021 to May 2021.
The NeSDA 2021 portal was officially launched in June 2021 to conduct the entire assessment process online.
The data collection, synthesis and analysis processes lasted the following 12 months until May 2022.
Regular review meetings have taken place during this period to provide the necessary guidance to stakeholders.
In addition to the DARPG team supported by NASSCOM and KPMG, 36 Nodal Officers from State and UTs and 15 Nodal Officers from Central Ministries came together to ensure the smooth running of NeSDA 2021.
Over one million responses from across the country were reviewed to finalize the findings of the 2021 NeSDA report.
The report covers services in seven sectors: finance, labor and employment, education, local governance and public services, social protection, environment and tourism.
The assessment covered 56 mandatory services for each state and UT and 27 services for targeted central departments.
The second edition of NeSDA added eight state/UT level services and four central ministry services.
Five of the state/UT level services assessed in the 2019 NeSDA are now offered by central departments and therefore were not considered for the 2021 assessment.
The evaluated portals were classified into one of two categories.
The State/UT/Central Ministry Portal, the designated portal of the respective government that provides one-stop access to information and service links, is the first category.
These portals were evaluated on four parameters, namely accessibility, availability of content, ease of use, and security and confidentiality of information.
The second category includes state/UT/central ministry service portals that focus on digital service delivery and provide service-related information.
The service portals were evaluated on three additional parameters, viz. Final service delivery, integrated service delivery, and status and request tracking.
To facilitate benchmarking of e-services progress across the country, the metrics for assessment remained the same as in the 2019 study.
NeSDA tracked the 2021 Good Governance Index grouping of states and UTs.
The Northeastern and Hill States make up the first group while the Union Territories make up the second group.
The remaining states of India have been categorized into two states as Remaining States – Group A and Remaining States – Group B.
NeSDA 2021 showed clear progress for e-governance services across the country.
States and UTs have worked to implement the NeSDA 2019 recommendations for creating integrated State/UT portals and improving the number of services provided on their service portals.
Furthermore, governance in the time of the pandemic required the operationalization of security measures such as VPNs, flexible working policies including working from home, and the development of several new applications that brought the citizens and governments through the use of technology, including providing timely services at the doorstep.
The improvement in the country’s e-governance landscape can be summarized in the following main points: increased online service delivery, increased use of integrated/centralized portals for online service delivery, improved assessment parameter scores.
In NeSDA 2021, 1,400 services across all states and UT were rated, up from 872 in 2019, an increase of more than 60%.
Seventy-four percent of respondents to the national citizen survey conducted during the study said they were satisfied with online services provided by states and UTs.
The e-services sectors of finance and local governance and public services were the most used by citizens.
The upward trend of e-service delivery moving from single silo departmental portals to integrated/centralized portals has resulted in higher citizen satisfaction.
Findings from NeSDA 2021 demonstrate the journey of e-services towards citizen orientation and governance benchmarking.
Governments across the country have placed more emphasis on integrated service delivery, which has led to more e-services offered through integrated/centralized portals.
These portals also provide unified access to services, improving accessibility and usability.
They also provide a uniform digital experience for users, creating ease of use through intuitive navigation, uniform look and feel, improved content availability, robust information security and privacy mechanisms.
These factors resulted in increased scores for all assessment parameters.
An overall improvement was seen in scores across all parameters and across all levels, with information security and privacy being the most improved parameter across all portals.
Among the central ministry portals, scores improved for four portals.
Among the central ministry service portals, scores improved for 6 portals while among the states and UTs, scores improved for 28 of the state/UT portals and 22 of the state/UT service portals. (With PTI entries)

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