Guwahati – Chief Minister Himanta Biswa Sarma announced today that Assam is undergoing a significant transformation in public service delivery, making over 400 citizen services, 219 business services, and 13 utility services readily accessible to residents through digital platforms.
With an impressive 75 lakh (7.5 million) applications submitted online, this initiative reflects the government’s commitment to enhancing accessibility and efficiency for all citizens.
Sarma highlighted the initiative’s success, noting an 88% disposal rate of applications and a high level of citizen satisfaction. “In Assam, we are taking government services to citizens’ fingertips,” he remarked, underscoring the importance of efficient and transparent service delivery.
The Assam Governance and Service Delivery Transformation Initiative focuses on three primary areas:
- Strengthening public finance capabilities
- Enhancing the efficiency of government-to-citizen (G2C) and government-to-business (G2B) services
- Improving data analytics capabilities
This results-oriented approach has not only improved access to services but also surpassed initial targets, with digital applications exceeding expectations by seven times. Furthermore, the initiative has achieved a timely delivery rate of 78% for service requests, with 87.5% of applications successfully disposed of.
To promote transparency, an online monitoring system for appeals and grievance redressal has been implemented, leading to a remarkable 95% satisfaction rate reported by users.
As Sarma noted, this citizen-centric model serves as a robust framework for overcoming service constraints and fostering a more responsive government. The Right to Public Services Act, amended in 2019, has been instrumental in facilitating these advancements, positioning Assam as a leader in public service innovation.
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