The National e-Governance Service Delivery Assessment (NeSDA) Report, 2023, released by the Department of Administrative Reforms and Public Grievances (DARPG), evaluates the progress of digital governance across Indian states and Union Territories (UTs). Here’s a detailed breakdown:
Overview of NeSDA
- Objective: To assess the efficiency, accessibility, and citizen-centricity of e-governance services.
- Scope: Covers 36 states/UTs, focusing on sectors like education, health, finance, and tourism.
- Methodology: Evaluates parameters such as service availability, accessibility, user experience, and security. States are categorized as “Leader,” “Aspiring Leader,” or “Front Runner.”
Key Highlights
a. Top Performers
- Jammu & Kashmir (J&K): Topped with 1,117 e-services, reflecting post-2019 governance reforms.
- Unified Portals: Kerala, Assam, Odisha, and J&K provide 100% services via single platforms (e.g., Kerala’s e-Sevanam, J&K’s Digital Jammu & Kashmir).
b. Sector-Specific Progress
- Mandatory e-Services: Increased from 48% (2019) to 76% (2023), driven by post-pandemic digitization.
- Tourism Sector: 23/36 states/UTs achieved full digitalization (e.g., online bookings, e-ticketing for monuments).
c. Regional Trends
- Southern States: Kerala, Tamil Nadu, and Karnataka continue to lead in service delivery.
- Northeast Growth: Assam and Nagaland showed significant improvements in portal usability.
Challenges in e-Governance
a. Digital Divide
- Rural Access: Only ~45% of rural households have internet access (NSSO 2021).
- Device Penetration: Limited smartphone/computer ownership in low-income regions.
b. Awareness & Literacy
- Digital Literacy: ~38% of Indians lack basic digital skills (NITI Aayog, 2022).
- Language Barriers: Most portals prioritize English over regional languages.
c. Cybersecurity Risks
- Data Breaches: India recorded 13.91 lakh cyberattacks in 2022 (CERT-In).
- Fraud Concerns: Phishing and financial scams deter online service adoption.
Recommendations (Way Forward)
a. Infrastructure Expansion
- BharatNet Phase III: Accelerate fiber-optic connectivity to 6 lakh villages by 2025.
- 5G Integration: Leverage high-speed networks for rural e-services.
b. Cybersecurity Measures
- Adopt AI-Driven Tools: For real-time threat detection.
- State CERTs: Establish cybersecurity cells in all states.
c. Awareness Campaigns
- PMGDISHA Scheme: Expand digital literacy programs to cover 60 million citizens.
- Multilingual Portals: Develop content in regional languages (e.g., Tamil, Bengali).
d. Sector-Specific Push
- Healthcare & Education: Prioritize telemedicine and e-learning platforms.
- Agriculture: Digitize land records and subsidy distribution.
Significance of the Report
- Benchmarking Tool: Identifies gaps and encourages states to adopt best practices.
- Policy Impact: Aligns with Digital India Vision 2026 and Sustainable Development Goals (SDGs).
Conclusion
The NeSDA 2023 Report underscores India’s strides in e-governance but highlights persistent inequities. Bridging the rural-urban divide, enhancing cybersecurity, and fostering digital literacy will be critical to achieving inclusive governance. States like J&K and Kerala serve as models for unified service delivery, offering actionable insights for others.
