Jammu and Kashmir has emerged as a national leader in digital governance, securing the top position in the country with an impressive 1,028 online public services. This achievement reflects the UT’s remarkable progress in integrating technology into governance and ensuring that essential services-from utility bill payments to certificates, registrations, and welfare schemes-are available at the click of a button. Yet, this success story remains incomplete. For a vast majority of rural citizens, the promise of digital empowerment still lies out of reach due to the glaring absence of fully functional Common Service Centres (CSCs) at the panchayat level. This paradox-being No. 1 in e-services but lacking last-mile access-is at the heart of the challenge confronting Jammu and Kashmir. The Chief Secretary’s high-level review of the IT Department and his strong push for 100% saturation of CSCs across all panchayats are, therefore, both timely and crucial.
While urban citizens have begun reaping the benefits of a digitally enabled ecosystem, rural populations, who arguably need these services the most, are left to navigate a reality where access is inconsistent or absent altogether. At a time when almost every important service-electricity and water bill payments, hospital OPD registrations, pension submissions, domicile and income certificates, scholarship applications, revenue services, and even grievance redressal-is available online, the absence of CSCs in many panchayats means that the digital divide continues to run deep.
This divide becomes even more stark when viewed through the lens of welfare schemes. From PM-KISAN and PM-SYM to Ujjwala, PMAY, Ladli Beti, scholarships, KYC-based benefit transfers, and youth-centric employment schemes, nearly all Central Government initiatives are now processed through digital platforms. The Government today operates more than 200 schemes covering every demographic-women, girls, youth, elderly, farmers, labourers, self-employed individuals, and the poor. However, without CSCs, the rural poor-who should be the primary beneficiaries-struggle to access these schemes. For many households in far-flung areas, the nearest digital access point may be many villages away. This not only delays applications but also discourages participation altogether, undermining the very objective of welfare delivery.
In this context, the Chief Secretary’s emphasis on Panchayat-level saturation of CSCs is both practical and visionary. His directive to prepare a focused three-month action plan, onboard new services, and monitor progress meticulously sets the right tone. The call for complete mapping of current CSC operations, identification of gaps, and extension of services to every panchayat underscores the administration’s intent to finally bridge the last-mile gap. Equally important is the push to operationalise Digital Centres of Excellence in all districts. These centres, envisioned as one-stop Seva Kendras, can play a transformative role by delivering multiple citizen services under one roof while promoting awareness of platforms like DigiLocker-whose adoption remains low despite its immense utility.
The responsibility now moves to the district administrations, who must translate this vision into ground reality. With clear directions from the top and a defined timeline, Deputy Commissioners hold the key to accelerating CSC expansion. Their role in providing logistical support, identifying viable panchayat-level locations, coordinating with CSC-SPV, and ensuring accountability will determine how swiftly saturation is achieved. What is needed at this stage is a focused, mission-mode approach. Departments must work collaboratively rather than in silos. Awareness campaigns at the village level-through gram sabhas, school meetings, anganwadi networks, and farmer associations-can ensure that citizens are informed about available services and schemes. Equally crucial is the capacity building of village-level entrepreneurs, whose performance and commitment define the quality of service delivery.
The truth is simple: digital transformation is only as strong as its last-mile link. And in Jammu and Kashmir, that last mile lies within the boundaries of each panchayat. The onus lies on district administrations to move swiftly, ensure coordination, and adopt a results-oriented approach. If executed with urgency and commitment, achieving full CSC saturation is not only possible but may happen much sooner than expected. J&K has already proven that it can lead the nation in e-governance. Ensuring panchayat-level CSC access will complete this journey-transforming digital achievement into true digital empowerment for every citizen.
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