Latest news with #Nationale-GovernanceServiceDeliveryAssessment
News18
7 days ago
- Politics
- News18
Over 80 lakh public grievances redressed since 2022: Jitendra Singh
New Delhi, Aug 7 (PTI) More than 80 lakh public grievances have been redressed during 2022-June 2025, Union minister Jitendra Singh said on Thursday. The government introduced the 10-step reforms for Centralised Public Grievance Redress and Monitoring System (CPGRAMS) in April 2022 to make grievance redressal timely, effective and accessible to the citizens, he said in a written reply in the Rajya Sabha. 'In the years 2022, 2023, 2024 and 2025, the CPGRAMS 10-step reforms enabled redressal of 80,36,042 grievances, mapped 1,05,681 Grievance Officers (GROs), reduced timelines of grievance redressal from 28 days in 2019 to 16 days in 2025 and reduced pendency to 62,620 public grievances as on 30th June, 2025 for central ministries," said Singh, the Minister of State for Personnel. The CPGRAMS allows citizens to raise grievances against government departments online. The government issued the comprehensive guidelines for effective redressal of public grievances on August 23, 2024 reducing the grievance redressal timelines from 30 days to 21 days, he said. These guidelines mandate the integration of public grievance platforms, establishment of dedicated grievance cells within ministries and departments, and appointment of experienced and competent nodal and appellate officers, the minister said. They also give emphasis on root cause analysis and action on citizen feedback, and the strengthening of grievance escalation mechanisms, he said. As on June 30, 2025, the feedback call centre has completed 23 lakh surveys. An appeal mechanism, with 90 nodal appellate authorities and 1,597 sub-appellate authorities, is available to the citizens in case they are not satisfied with the resolution, Singh said. 'In the years 2022, 2023, 2024 and 2025 (till 30th June), a total of 7,75,240 appeals have been resolved," he said. The government had constituted the National e-Governance Service Delivery Assessment (NeSDA) to boost the e-government endeavours and drive digital government excellence, Singh said. Further, for capacity building of the civil servants, the Rashtriya Karmayogi Large Scale Jan Seva Programme has been launched by the Capacity Building Commission (CBC), the minister said. The program uses an innovative, interactive digital pedagogy that encourages reflective discussions and teamwork. 'So far 15,690 officials from 81 Ministries/Departments have been trained under the Phase-I of Rashtriya Karmayogi Large Scale Jan Seva Programme. This initiative is a significant stride toward creating a skilled, agile, and citizen-centric public service workforce," he said. Phase II of the programme intends to cover the attached/subordinate/field offices through a three-tiered approach, Singh said. PTI AKV AKV KVK KVK view comments First Published: August 07, 2025, 17:30 IST Disclaimer: Comments reflect users' views, not News18's. Please keep discussions respectful and constructive. Abusive, defamatory, or illegal comments will be removed. News18 may disable any comment at its discretion. By posting, you agree to our Terms of Use and Privacy Policy.
Hans India
20-06-2025
- Business
- Hans India
E-services in states, UTs cross 21K mark
New Delhi: The total number of e-services provided across states and UTs in the country have touched the of 21,062 mark, with the majority of these services (7,065) falling under the Local Governance and Utility Services sector, according to a report released by the Department of Administrative Reforms and Public Grievances (DARPG) on Thursday. Another 424 new e-services have been added in April by various states and UTs, with Tripura contributing the highest number of additions across all focus sectors, the National e-Governance Service Delivery Assessment (NeSDA) report states. A total of 1,599 out of 2,016 mandatory e-services (56 for each of the 36 states/UTs) are now available online across all 36 states and union territories, achieving a saturation rate of over 79 per were 16 states and UTs that achieved over 90 per cent saturation, while Maharashtra and Uttarakhand achieved 100 per cent saturation. The report highlights Chandigarh's commitment to strengthening public service delivery through the Right to Services (RTS) framework. It also brings attention to ongoing efforts to unify service delivery and ensure real-time transparency for citizens. Comprehensive service delivery portals of Central government ministries/departments, the Goods and Services Tax Portal and National Cyber Crime Reporting Portal have been highlighted as examples of best practices in the report. The Department of Administrative Reforms and Public Grievances (DARPG) formulated the National e-Governance Service Delivery Assessment (NeSDA) Framework in 2019 to assess states and UTs and Central Ministries with regard to the delivery of their e-services as a benchmarking exercise, covering seven sectors. DARPG conducts the NeSDA study biennially. DARPG monitors the progress made in e-service delivery across states/UTs through inputs provided by them on NeSDA Way Forward Dashboard, NeSDA Way Forward monthly reports and regular review meetings with SPoCs from states and UTs. So far, 25 NeSDA Way Forward Monthly Reports and the Annual Report 2023 have been published to monitor the status of e-service delivery across states and UTs.
Hans India
19-06-2025
- Business
- Hans India
E-services in India's states, UTs cross 21,060
New Delhi: The total number of e-services provided across states and UTs in the country have touched the of 21,062 mark, with the majority of these services (7,065) falling under the Local Governance and Utility Services sector, according to a report released by the Department of Administrative Reforms and Public Grievances (DARPG) on Thursday. Another 424 new e-services have been added in April by various states and UTs, with Tripura contributing the highest number of additions across all focus sectors, the National e-Governance Service Delivery Assessment (NeSDA) report states. A total of 1,599 out of 2,016 mandatory e-services (56 for each of the 36 states/UTs) are now available online across all 36 states and union territories, achieving a saturation rate of over 79 per cent. There were 16 states and UTs that achieved over 90 per cent saturation, while Maharashtra and Uttarakhand achieved 100 per cent saturation. The report highlights Chandigarh's commitment to strengthening public service delivery through the Right to Services (RTS) framework. It also brings attention to ongoing efforts to unify service delivery and ensure real-time transparency for citizens. The report also captures the details of e-services by states and UTs made available through their single unified service delivery portals and status of incorporation of the three new additional assessment parameters that have been included in the NeSDA framework, namely, Open Government Data, e-participation and leveraging Emerging Technologies. Comprehensive service delivery portals of Central government ministries/departments, the Goods and Services Tax Portal and National Cyber Crime Reporting Portal have been highlighted as examples of best practices in the report. The Department of Administrative Reforms and Public Grievances (DARPG) formulated the National e-Governance Service Delivery Assessment (NeSDA) Framework in 2019 to assess states and UTs and Central Ministries with regard to the delivery of their e-services as a benchmarking exercise, covering seven sectors. DARPG conducts the NeSDA study biennially. DARPG monitors the progress made in e-service delivery across states/UTs through inputs provided by them on NeSDA Way Forward Dashboard, NeSDA Way Forward monthly reports and regular review meetings with SPoCs from states and UTs. So far, 25 NeSDA Way Forward Monthly Reports and the Annual Report 2023 have been published to monitor the status of e-service delivery across states and UTs. This series of NeSDA Monthly Reports systematically monitors and evaluates the scale and quality of e-Services provided across all states and Union Territories since its inception in April 2023. The update has consistently reported on three key categories of online services each month: all e-Services, mandatory e-Services, and those delivered through a unified portal.
Indian Express
25-04-2025
- Business
- Indian Express
‘Start work at 9.30 am, make websites user-friendly': Admin reforms commission's suggestions to Gujarat govt
Starting the day an hour early, getting rid of clutter in offices, making government websites more user-friendly, and taking the 'government to the doorstep' through social media are among the recommendations in the second report of the Gujarat Administrative Reforms Commission (GARC) made public on Friday. Chaired by retired bureaucrat and former Union Finance Secretary Dr Hasmukh Adhia, the GARC presented the second report, featuring 10 key recommendations, to Chief Minister Bhupendra Patel. The first report was presented in February following which the commission got 2,150 responses and suggestions from government officials and the public. Sources in the Gujarat government said the commission, which is expected to be in force for 22 months, might submit 'one report per month to ensure implementation'. In the latest report, the commission has recommended that all government offices except educational institutions begin at 9.30 am and close at 5.10 pm, instead of the current 10.30 am to 6.10 pm, to 'reduce commute stress, align with public schedules and boost productivity and focus'. Current office timings of Gujarat government align with states of Andhra Pradesh, Chhattisgarh, Telangana and West Bengal (10.15 am), as per the report, while rest of the states begin their workdays early. Government websites The GARC has recommended improving the quality, accessibility and security of government websites and mobile applications, ensuring that all the websites are evaluated by August 2025 to align with Guidelines for Indian Government Websites and Apps (GIGW 3.0). It has also suggested protocols rooted in the Kaizen philosophy to get rid of clutter like old furniture and aged office vehicles. The report cites studies by the National e-Governance Service Delivery Assessment (NeSDA), which indicate a rise in e-services 'from 872 in 2019 to 1400 in 2021 (a 60% increase), with citizen satisfaction at 74%'. The GARC notes how states like Karnataka (Seva Sindhu, 2,089 services), Jammu & Kashmir (e-UNNAT, 1,164 services), Kerala (e-Sevanam, 938 services), Assam (Sewa Setu, 731 services) and Odisha (Odisha One, 404 services) were among the states providing 100% of their services through a Single Unified Service Delivery Portals. The commission notes that while Gujarat already has more than 894 services online (as of February, 2025), 'it needs to leap forward in enhancing user experience by improving interoperability, streamlining process, incorporating user-centric design and bridging the digital divide'. According to the report, 'There are issues of people not being able to fetch the correct, relevant information, websites not being up to date, broken links on the websites, expired security certifications leading to blocking of websites by firewalls, etc. It is also a concern that the government websites become a mere repository of PDF documents, making them non-searchable and non-navigable'. The commission suggests the need to revamp all websites, especially the ones that use the domain with 'a simplified and standard procedure for designing, hosting and maintaining government websites'. Commending the Gujarat government's 'Mari Yojna' portal, the GARC notes how it aligns with the principles of Single Sign-On (SSO) and recommends eliminating the need for citizens to repeatedly enter the same demographic and identity information to access different services. It also insists on a QR-based technology enabled system to verify the authenticity of official certificates, licences, approvals and other documents issued by the government. The GARC has recommended forming a taskforce for conducting a Government Process Re-engineering (GPR) of public services like birth & death certificates, driver's licence, vehicle registration, domicile certificate, income certificate, ration card, caste certificates, and getting utilities like electricity and water connection. The commission cites the example of Uttar Pradesh government's 'Nivesh Mitra' portal as an SSO, which acts as a central platform for businesses to apply for various clearances and approvals, reducing the need to interact with multiple government departments separately, and compares it to Gujarat government's inDEXTB (Industrial Extension Bureau), which is also a centralised platform for business related services. The commission suggests expanding the existing SWAGAT (State-Wide Attention on Grievances by Application of Technology), the public grievance redressal mechanism launched in 2003 by the then Chief Minister Narendra Modi, where citizens can register their grievances through email, WhatsApp and phone calls, 'making it more comprehensive and citizen-centric'. Given the frequent transfers in government jobs, the GARC has recommended a 'Knowledge Transfer Protocol' mandating all employees who are being transferred or retiring to submit a 'Knowledge Transfer Document' to their successors. It has directed every department, commissionerate, directorate, urban local bodies and field offices to develop a 'Know Your Department/Office' module within six months. Citing an August 2023 report by the Telecom Regulatory Authority of India (TRAI), which reflected 5.18 crore internet users in Gujarat (1.67 crore users reside in rural areas), the GARC has recommended an effective social media strategy for the state government. 'The government should aim to create a young, agile, and enthusiastic social media team under the initiative of the Connect Gujar@t Initiative. Such teams are required in all the departments to ensure a cohesive social media ecosystem and a uniform social media strategy for the government', the report states, adding that these teams work in coordination with the Chief Minister's Office and the Information Department. The other GARC members are Chief Secretary Pankaj Joshi, and Member Secretary Hareet Shukla, who were also present with Dr Adhia to submit the report.
