Service Plus (2012): Metadata-based E-service Delivery Framework

Policy Update
Ananya Sitoke

Introduction

Modernising public service delivery is essential for enhancing governance and improving citizen engagement. In line with this objective, ServicePlus, a comprehensive platform launched in 2012 as part of the Panchayat Enterprise Suite (PES) under the E-Panchayat Mission Mode Project (MMP), has emerged as a transformative solution.

ServicePlus is built on a metadata-driven, Low-Code/No-Code (LCNC) architecture, which enables the electronic delivery of services with minimal technical expertise. Its user-friendly, configurable framework empowers government agencies to design and deploy customised services efficiently. With features such as automated data migration, dynamic report generation, and systematic process flow management, ServicePlus ensures an interactive, intelligent, and interoperable service ecosystem tailored to evolving administrative needs.

Functioning

Source: Ministry of Panchayati Raj

ServicePlus operates as a dynamic enabler of digital governance, making a wide range of government services accessible at the grassroots level. By 2024, over 3,400 services had been launched through the platform, a sharp rise from just 239 in 2017, demonstrating the platform’s rapid adoption across government departments.

The platform offers services divided into various categories. These categories allow for better organisation and prioritisation of service delivery across various governance sectors.

Regulatory Services – Such as trade licenses and building permits, which are subject to compliance and may be withheld.
Statutory Services – Like birth and death certificates, which are mandatory and cannot be denied.
Developmental Services – Including welfare schemes like NREGS, housing support (IAY), and old-age pensions.
Consumer Utility Services – Covering everyday needs such as bill payments and utility-related transactions.

A significant majority of these services fall under the G2C (Government to Citizen) category, reflecting the platform’s focus on enhancing public service reach and responsiveness. A smaller portion supports G2B (Government to Business) and G2G/G2E (Government to Government/Employee) interactions. Through its steadily expanding service portfolio and intuitive, low-code architecture, ServicePlus has become central to simplifying service delivery, improving access, and ensuring transparency all while reducing dependency on physical government offices.

Performance

Source: Ministry of Panchayati Raj

ServicePlus has evolved into a central pillar of India’s digital governance ecosystem. As of January 2025, the platform has been deployed across 36 States/UTs and 18 Central Government Departments, including UIDAI, demonstrating a unified national approach toward e-governance.

Service Reach and Public Engagement
- A total of 3,464 services have been rolled out on the platform, serving as digital gateways for public service access.
- With over 314 million applications processed, ServicePlus has offered citizens convenience, speed, and transparency.
Financial Footprint
- The platform has successfully facilitated the collection of ₹31 billion in revenue.
- Additionally, it has channelled ₹5 billion in Direct Benefit Transfers (DBT) through PFMS, reinforcing its utility as a secure fiscal channel in welfare delivery.
Service Categories at a Glance
- Government to Citizen (G2C) services dominate the ecosystem, accounting for 2,464 services, reaffirming the citizen-first design of the platform.
- Government to Business (G2B) follows with 906 services, while G2G (77) and G2E (17) services remain in early stages of implementation.
Type of Services
- Regulatory services are most prevalent (2,372 services), indicating high usage in areas like permits, approvals, and compliance.
- Consumer utility (466) and statutory services (435) are steadily growing.
- Developmental services, however, remain underrepresented (191 services), pointing to an opportunity for deeper integration of welfare schemes and inclusion-driven governance.

Impact

ServicePlus has not only transformed the mechanics of public service delivery, but it has also reshaped the experience for all key stakeholders: governments, citizens, and frontline facilitators. Its impact is felt at multiple levels:

For Government Institutions
- ServicePlus brings ease and agility to the bureaucratic process. Its wizard-style, user-friendly interface allows departments to configure and launch new services without needing deep technical skills.
- The platform ensures transparency and accountability through built-in performance monitoring tools, enabling real-time insights into the efficiency of individual officials and offices.
- This leads to faster service rollout, reduced red tape, and more responsive governance, especially critical in last-mile delivery.
For Citizens
- With one unified portal, citizens can access a wide array of services offered by different states and central departments, no matter where they are.
- Features such as online registration, document uploads, and real-time tracking of applications provide a seamless and empowering user experience.
- Proactive alerts keep users informed at every step, and a fully integrated grievance redressal mechanism ensures that complaints don’t fall through the cracks.
- Most significantly, ServicePlus removes the dependency on physical visits, making access to government services more inclusive, particularly for those in remote or underserved areas.
For Service Centre Agencies (SCAs) and Kiosk Operators
- The platform streamlines backend operations with tools for bulk registration, kiosk activation, and deactivation, making it easier to manage large-scale deployment of service centres.
- Kiosk operators, often acting as the digital bridge for citizens, can apply for and track services on their behalf, expanding the platform’s reach and deepening digital literacy at the grassroots.

ServicePlus, as a digital tool,has become an enabler of trust, access, and speed. By simplifying workflows and putting the citizen at the centre, it is steadily building a more responsive and accountable governance landscape.

Emerging Issues

Despite its rapid adoption, ServicePlus faces a few growing pains that call for timely attention:

Uneven Uptake: While some states lead in implementation, others lag, creating a fragmented national user experience.
→ Suggestion: Introduce targeted capacity-building programs and inter-state learning exchanges.
Limited G2G and G2E Services: Internal government workflows and employee services remain underutilised.
→ Suggestion: Mandate digitisation of inter-departmental processes on the platform to close this loop.
Developmental Services Underrepresented: Welfare schemes and inclusion-driven services are fewer in number.
→ Suggestion: Prioritise onboarding of social sector schemes with a focus on marginalised groups.
Connectivity and Digital Literacy Gaps: Access remains challenging in remote and underserved regions.
→ Suggestion: Strengthen offline integration through kiosks and vernacular user interfaces

Way Forward

To unlock the full potential of ServicePlus, the next phase should focus on depth, inclusivity, and intelligence:

Expand Service Types: Focus on developmental and welfare services to strengthen social impact.
Strengthen Analytics: Leverage usage data to refine service design and responsiveness.
Promote Interoperability: Ensure seamless integration with other e-Governance platforms for a unified citizen experience.
Empower the Last Mile: Invest in training, connectivity, and multi-language support for better grassroots accessibility.

References

Butwani, R. (2023, December 5). All About Service Plus Online Portal: One-Stop Solution For Government Services And Schemes. TIMES PROPERTY.com.
Service Plus. (n.d.). Service Plus. Retrieved July 29, 2025, from https://serviceonline.gov.in/configurescheme/
ServicePlus. (n.d.). National Informatics Centre. Retrieved July 29, 2025, from https://www.nic.gov.in/project/serviceplus/
Vikaspedia. (2021, June 12). https://egovernance.vikaspedia.in/viewcontent/e-governance/digital-india/serviceplus?lgn=e

About the Author: Ananya Sitoke is a policy research intern at IMPRI. She is a final-year student of political science honours at Lady Shri Ram College for Women.

Acknowledgement: The author extends her sincere gratitude to the IMPRI team and Ms. Aasthaba Jadeja for her invaluable guidance throughout the process.

Disclaimer: All views expressed in the article belong solely to the author and not necessarily to the organisation.