Governance Part 2: e-Governance — Service Guarantees and Citizen Charters, Exam-Ready Notes

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Civil ExamsCivil Services1 min read

e-Governance answers score with models, platforms and one guarantee statute.

On this page

  1. Models frame
  2. Platform stack
  3. Guarantee instruments
  4. Revise in 30 seconds

Models frame

  • G2C, G2B, G2G, C2G grid; maturity ladder: presence, interaction, transaction, transformation.

Platform stack

  • Aadhaar about 138 crore; UPI transactions crossed 170 billion in FY2025; DigiLocker, ONDC, UMANG.
  • Direct Benefit Transfer: over Rs 44 lakh crore transferred cumulatively.

Guarantee instruments

  • Right to Services Acts in 20-plus states; citizen charters since 1997; Sevottam standard.
  • CPGRAMS as the centralised grievance spine, integrated with state portals.

Revise in 30 seconds

  • Maturity: presence → interaction → transaction → transformation.
  • DBT cumulative above Rs 44 lakh crore.
  • Right to Services Acts: 20+ states.
  • CPGRAMS: grievance redress spine.

Quick revision

  • G2C, G2B, G2G, C2G grid; maturity ladder: presence, interaction, transaction, transformation.
  • Aadhaar about 138 crore; UPI transactions crossed 170 billion in FY2025; DigiLocker, ONDC, UMANG.
  • Direct Benefit Transfer: over Rs 44 lakh crore transferred cumulatively.
  • Right to Services Acts in 20-plus states; citizen charters since 1997; Sevottam standard.
  • CPGRAMS as the centralised grievance spine, integrated with state portals.
  • Maturity: presence → interaction → transaction → transformation.