Transformation Pillar
Citizen Services
No citizen should wait weeks for a certificate. Service guarantees, assisted centres, and published SLA dashboards redefine how government meets people.
50+
SLA services
<7 days
Avg turnaround
15k
CSC outlets
Budget
Estimated investment
₹4,200 Cr (5 years)
Indicative five-year envelope for planning and public discussion. Final allocations follow transparent budget processes.
Roadmap
Implementation timeline
Phased delivery with measurable milestones citizens can track.
Year 1
SLA Law
Statutory timelines for top 50 services.
Year 2-5
Auto Delivery
Proactive benefits where eligibility is clear.
Benefits
- Predictable timelines
- Less middlemen
- Higher trust
Challenges
- Process redesign
- Staff capacity
- Data quality
Citizen benefits
- • SMS status
- • Doorstep delivery options
- • Appeal within 7 days
Comparison with leading states
- Maharashtra — Aaple Sarkar: Service portal UX
Global examples
- UAE — One-stop government service experience.
Execution
Implementation checklist
1
Service blueprints
2
Mystery audits
3
Officer KPI linkage
FAQ
Common questions
What if SLA is breached?
Automatic escalation and published compensation norms.