The CRS system was first introduced in Assam in 2016 and finalised in 2021, following delays caused by the COVID-19 pandemic. Despite being operational for several years, the system has yet to achieve the seamless functionality it promised
Assam’s much-touted Sewa Setu portal, designed for online death registrations, has left citizens frustrated and stranded due to its repeated failures in delivering critical services that are its raison d'être. Despite being revamped earlier this year; the portal's inefficiency has exposed a deeper problem in the state’s approach to digital governance.
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Launched under the Assam government’s Civil Registration System (CRS), the portal was introduced to streamline the process of registering births and deaths. However, the system has failed to meet its objectives, leaving families distressed over crucial documentation delays.
Rituraj Mahanta, a Ghoramara native currently residing in Bengaluru, shared his experience with GPlus. “I uploaded the Form 4A for my mother’s death registration on July 1, and I even received a verification email confirming the request. However, by November 20, the death certificate had still not been issued. Upon enquiry, officials from the Directorate of Health Services (DHS) informed me that the application had expired and that a manual registration was required. They explained that the portal was under revamp and not integrated with DHS. This is sheer negligence. There wasn’t a single notification about the system update, leaving us waiting indefinitely. This is completely unacceptable,” he stated.
Mahanta’s case is not an isolated incident. Several other citizens have voiced similar complaints about the Sewa Setu portal’s inability to deliver services, further eroding public trust in Assam’s digital initiatives.
Surprisingly, the portal underwent a revamp between May and June 2024. However, this information was neither publicly announced nor shared with the users already navigating the system. This lack of communication amplified the frustration of citizens who were left in the dark.
An official from the Guwahati Municipal Corporation (GMC), which oversees birth and death registrations, admitted to the system’s longstanding issues. Speaking to GPlus, the official said, “The portal has been lagging for a long time. We have notified the government to take proper actions, but the progress has been slow.”
The Directorate of Health Services has now started working on pending applications submitted during the portal’s downtime in May and June. According to DHS officials, applicants who registered through the portal for domiciliary deaths (non-institutional) within 21 days of occurrence will receive their certificates by December 2024. However, new applications still face a waiting period of 15–20 days for death certificates and 25–30 days for birth certificates, which is the usual waiting period.
The CRS system was first introduced in Assam in 2016 and finalised in 2021, following delays caused by the COVID-19 pandemic. Despite being operational for several years, the system has yet to achieve the seamless functionality it promised. The current backlog and manual processing requirements highlight a significant gap between the government’s digital aspirations and their practical execution.
The problems with the Sewa Setu portal are not unique. Several other online services in Assam, including employment exchange registrations, have been criticised for their half-hearted implementation. These services, often riddled with technical glitches and lack of coordination among departments, reflect poorly on the state’s governance.
“The government needs to ensure that these digital systems are reliable and user-friendly. Otherwise, they become more of a liability than a convenience,” remarked an IT expert familiar with Assam’s digital infrastructure.
The lack of integration between the Sewa Setu portal and DHS is a glaring example of how fragmented and ineffective these services can be. With no real-time coordination or transparency, citizens are left to bear the brunt of administrative lapses.
One of the biggest shortcomings of the Sewa Setu initiative is its failure to communicate effectively with the public. Residents were neither informed about the portal’s revamp nor notified about its downtime. As a result, families waiting for death certificates remained unaware of the delays or alternative procedures they could pursue.
The absence of public awareness campaigns has further aggravated the issue. “Residents should be notified about these services. The lack of advertisements and updates often leads to minimal knowledge among the public. If people are unaware of the system or its status, the very purpose of such digital initiatives is defeated,” Mahanta said.
Delays in obtaining death certificates can have serious consequences for families, including complications in inheritance claims, insurance settlements, and other legal matters. For many, this additional burden comes at a time of emotional distress, adding insult to injury.
“It’s not just about a piece of paper. The delay impacts everything from property transfers to accessing government schemes. The negligence in handling such a sensitive issue is appalling,” said a resident of Guwahati who faced similar issues with the portal.
The Assam government’s digital initiatives, including the Sewa Setu portal, have repeatedly fallen short of expectations. From technical glitches to poor communication and lack of accountability, these failures paint a picture of a half-hearted approach to governance.
While the idea of digital transformation is commendable, its execution leaves much to be desired. Until the government addresses these systemic issues, Assam’s digital initiatives will continue to frustrate rather than empower its citizens.
The Sewa Setu portal’s failure is a wake-up call for Assam’s administration. As digital services become increasingly central to public life, the government cannot afford to let such lapses undermine trust in its systems. For several families, the damage is already done. The question now is whether the government will take meaningful steps to prevent such failures in the future or continue to deliver empty promises in the name of progress.
THE WAY FORWARD
The repeated failures of the Sewa Setu portal underline the urgent need for the Assam government to overhaul its digital governance framework. Experts have called for the following measures:
1. Improved Communication: The government must ensure timely notifications about system updates, downtimes, or changes in procedures.
2. Departmental Integration: A fully integrated system between the Sewa Setu portal and DHS is crucial to eliminate manual interventions.
3. Technical Upgrades: Regular audits and upgrades of digital infrastructure are essential to prevent recurring glitches.
4. Public Awareness Campaigns: Citizens must be educated about available online services and how to use them effectively.
5. Accountability Mechanisms: Clear accountability must be established to address complaints and grievances promptly.
