PANAJI
With the Goa government expanding its digital footprint in public service delivery, it has turned to citizens to assess whether its online services are keeping pace with the expectations of users.
As such, the government initiated a voluntary citizen feedback exercise under the Centre’s National e-Governance Service Delivery Assessment (NeSDA) 2025, seeking public opinion on the accessibility, efficiency, reliability and security of government portals.
The survey forms part of a nationwide assessment of e-governance services across States and Union Territories, to understand how citizens experience online government services and identify areas that require improvement before governments chart the next phase of digital service delivery.
The exercise assumes added significance against the backdrop of concerns over the security of Goa government websites with many lacking SSL certification, ultimately encrypting communication between users and websites.
The State also witnessed repeated instances of website defacement, with the IT Department recently issuing another reminder to government departments, corporations and autonomous bodies for security audits, SSL certificates and compliance with prescribed standards.
Meanwhile, the NeSDA’s 12-page questionnaire also covers general demographic details, frequency of portal usage, ease of navigation, accessibility, availability of updated information, delivery of online services within stipulated timelines, application tracking, grievance redressal and alerts on service requests.
“The purpose of the survey is to gain insight into the citizens’ experience in availing e-services from respective State/UT. Accurate and relevant data from citizens and the meaningful analysis of the same will help States/UTs to chart a course for the future service delivery. The survey aims to assess the effectiveness, efficiency, and user experience of government services provided through online platforms,” the survey report stated.
