NeSDA 2021 Citizen Survey

Welcome to NeSDA Citizen Survey

National eGovernance Service Delivery Assessment (NeSDA) is an initiative by the Department of Administrative Reforms and Public Grievances (DARPG) which will be used to assess and benchmark e-government development and public service delivery efficiency in India at a state/UT level. This assessment framework will be used as a benchmarking tool to evaluate common services provided to citizens (G2C), business users (G2B) and government (G2G) departments under focus sectors of Finance, Labour & Employment, Education, Social Welfare (including Health & Agriculture), Local Govt. & Utilities , Environment and Tourism of 36 States/ Union Territories (UTs). The overall goal of the study is to promote participation of all departments and ministries at state/UT and central level to adopt the e-government framework in their day-to-day functioning to reinforce Minimum Government and Maximum Governance.

Why Citizen Survey

The purpose of this survey is to gain insight on the citizens’ experience in availing e-services from their respective States/UTs. Accurate and relevant data from citizens and the meaningful analysis of the same will help States/UTs to chart a course for the future. The aim of the survey is to deploy the research findings in improving e-service delivery efficiency by sensitizing and promoting participation of all departments and ministries. The end goal is the adoption of the egovernment framework in their day-to-day functioning.

This survey would take 4-6 minutes (Approximately) to complete.

  • Your participation in this research study is voluntary.
  • The data collected is stored in a password protected electronic format.
  • Your survey responses will remain anonymous.
* Indicates mandatory

Citizen Survey – Basic Details of Citizen

Citizen Survey – Basic Details of Citizen


Citizen Survey – Awareness of E-Governance Services

Citizen Survey – Usage of E-Governance Services

Citizen Survey – Citizen Services Questionnaire

From which State’s/UT’s online government portal have you availed an e-service from? *

Kindly tick/mark the e-services you have availed from your respective State/UT online government portal *


Social Welfare, Health & Agri Services

Local Governance & Utility Services/Vehicle

Labour & Employment


Fire & Environment


Citizen Survey – Citizen Services Questionnaire

Rate the following for the assessment of e-governance services *

Criteria for Assessment of E-Governance Services

Would you choose E-Governance Services or Manual Services when it comes to cost, time and effort: *

Assessment Factors

Select the reason(s) why you have not availed E-Governance Services *