Statistical Insight on ServicePlus in India from 2018 to 2024

Over the six-year period, there has been a consistent and significant growth in the number of services operational through the platform. Starting from 618 services in 2018-19, the number has grown more than fivefold to 3,289 in 2023-24. This substantial increase indicates a strong push towards digitizing and streamlining a wide range of government services. The number of states onboarded to the platform has also shown steady growth, increasing from 23 in 2018-19 to 36 in 2023-24. This expansion suggests a growing adoption of the platform across different states in India, potentially leading to more standardized and accessible service delivery nationwide.

The volume of applications received, processed, and services delivered has seen dramatic increases over the years, with some fluctuations. In 2018-19, about 10.6 lakh applications were received, which rose to a peak of 62.5 lakh in 2021-22, before slightly decreasing and then rising again to 69.5 lakh in 2023-24. This overall upward trend indicates growing citizen engagement with digital government services. Interestingly, the number of applications processed has often exceeded the number received in a given year, particularly notable in 2020-21 and 2021-22. This could suggest that the platform was able to clear backlogs from previous years during these periods, indicating improved efficiency.

The number of services delivered shows a general upward trend, rising from 5.5 lakh in 2018-19 to a peak of 66 lakh in 2021-22, before experiencing some fluctuations in the following years. The significant jump in services delivered between 2019-20 and 2020-21 (from 10.3 lakh to 36.5 lakh) is particularly noteworthy and may be related to increased reliance on digital services during the COVID-19 pandemic. However, it’s important to note some discrepancies in the data. For instance, in 2023-24, the number of services delivered (58.6 lakh) exceeds the number of applications processed (47.4 lakh) for that year. This could indicate either data reporting issues or that some services were delivered based on applications from previous years.

Overall, the data paints a picture of rapid digitization of government services in India, with increasing adoption across states and growing citizen engagement. The platform appears to have significantly scaled up its capacity to handle and process applications over the years. However, the fluctuations in recent years, particularly in applications processed and services delivered, suggest that there might be ongoing challenges in maintaining consistent service delivery at scale. The continued growth in services operational and states onboarded indicates that the platform is expanding its reach and capabilities. This expansion, coupled with the overall upward trend in usage, suggests that ServicePlus is playing an increasingly important role in the delivery of government services to citizens across India.