E-Service Level Agreement (eSLA)

The objective of introducing a service level agreement model in to the government is to bring more accountability and responsiveness and functional efficiency in department activities. Besides, it intends to define and deconstruct the role and accountability of various stakeholders in the whole process of service delivery.

The e-SLA project is designed to ensure timely delivery of basic services to the citizens by fixing accountability. The information system, developed by the Delhi State Unit of National Informatics Centre (NIC), captures electronically the submission of service applications and their disposal. To the government, it provides information on the number of applications processed or disposed as well as the number of pending cases. This helps the government in tracking the performing and non-performing departments and personnel and in taking timely corrective measures. To the citizens, it provides online facility to track their applications. To ensure that the cases are disposed on time, the government has introduced a system to penalise officers in cases of delay in delivery of services. The government has also enacted a law to ensure this.

Track application online

The Delhi (Right Of Citizen To Time Bound Delivery Of Services) Act, 2011

For more details, please visit web portal of Delhi Government at https://delhi.gov.in/