Heading towards better governance

Jammu and Kashmir’s continued expansion of digital public services marks an important milestone in the transformation of governance. With the launch of 162 additional district-level services, the eUNNAT portal now hosts 1,710 Government-to-Citizen services, reflecting a sustained effort to make public administration more accessible, transparent and efficient. Yet, the significance of this development lies not merely in the growing number of services available online. Digital governance succeeds only when it reduces the time, cost and effort citizens spend in accessing government services. The emphasis placed by the administration on paperless, workflow-based approvals, digital signatures and online tracking represents a shift towards citizen-centric service delivery rather than procedural convenience. Equally noteworthy is the decision to review and remove obsolete certificates, permissions and No Objection Certificates that have already been abolished under policy reforms. Digitising outdated procedures serves little purpose if citizens continue to navigate unnecessary compliance. Simplification must remain the defining objective of e-governance. The proposal to integrate high-volume services with WhatsApp and Single Sign-On platforms is another welcome step. For farmers, women, tribal communities and people living in remote areas, services delivered through familiar digital platforms can significantly improve accessibility. However, technology must complement, not replace, physical service delivery. Digital literacy, reliable internet connectivity and assisted service centres remain essential to ensure that no section of society is excluded from the benefits of digital transformation. Jammu and Kashmir’s rise to third position in the National e-Governance Service Delivery Assessment is an encouraging achievement. Rankings, however, should be viewed as indicators rather than destinations. The real measure of success will be whether citizens experience faster approvals, fewer office visits, reduced paperwork and greater accountability. Digital governance is not about creating larger portals or adding more services but building a government that is simpler, smarter and more responsive. Sustaining that vision will require continuous reform, regular evaluation and an unwavering focus on the citizen rather than the system.