National e-Governance Services Delivery Assessment (NeSDA)

This Department had constituted the National e-Governance Service Delivery Assessment (NeSDA) in 2019 as part of its mandate to boost the e-government endeavors 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.

The portals assessed are classified into one of two categories. State / UT / Central Ministry Portal, i.e. the designated portal of the respective government that provides a single window access to information and service links, is the first category. These portals are assessed on four parameters, viz., Accessibility, Content Availability, Ease of Use, and Information Security & Privacy. 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 are assessed on additional three parameters, viz., End-service Delivery, Integrated Service Delivery, and Status & Request Tracking.

In 2021, the NeSDA framework covered G2C and G2B services across seven sectors, viz., Finance, Labour & Employment, Education, Local Governance & Utility Services, Social Welfare (including Health, Agriculture & Home Security), Environment (including Fire) and Tourism sectors. A total of 56 mandatory services were assessed for every State & UT and 27 services were assessed for Central Ministries.

Presently NeSDA 2023 is being undertaken by the Department with the knowledge partner NASSCOM/PwC and the report of NeSDA 2023 will be published after the assessment is completed with respect to States/UTs/identified central Ministries.