What began as an ambitious experiment in 2017 has today become the backbone of Haryana’s administration. The 10 millionth request on the Saral Portal marks a paradigm shift in how a state interacts with its citizens.
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Digital Transformation at Scale: The IT Minister highlighted that the portal now processes an average of 15,000 requests daily. From birth certificates to pension applications and industrial licenses, the “Saral” (Simple) philosophy has reduced the average service delivery time by 45% over the last three years.
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The Auto Appeal Edge: A key factor in the #1 ranking is the Auto Appeal System (AAS). If a service—such as an income certificate—is not delivered within the 15-day RTS limit, the system automatically files an appeal on behalf of the citizen to the higher authorities, ensuring accountability without the citizen having to file a complaint.
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Economic Impact: By shifting to a digital-first model, the government has moved away from the “clutch of middlemen.” The Minister noted that over 6,000 Common Service Centres (CSCs) and 115 Saral Kendras across the state have brought these services to the doorstep of rural Haryana, significantly boosting “Ease of Living.”
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Future Roadmap: To maintain its leadership, the government announced the integration of Generative AI into the Saral helpline to provide 24/7 voice-assisted support in local Haryanvi dialects, further bridging the digital divide for the elderly and less tech-savvy populations.
Community Sentiment
“Ten years ago, getting a simple residence certificate meant three trips to the tehsil and paying someone just to find your file. Today, I applied on my phone and got the PDF in four days. The 10 million milestone is a testament to how technology can actually make a common man’s life simpler,” said a young entrepreneur in Panchkula.
