Thiruvananthapuram: Public services in Kerala will now be delivered electronically. The state government has notified the Kerala Right to Public Service Act, 2025, which mandates the timely delivery of government services to citizens and introduces stricter accountability for officials failing to do so. The Governor has authorised the implementation of the Act.

As per the Act, 'public service' means those rendered by the Government, electronically or otherwise, and includes services notified by the department concerned. It may include the issuance of various certificates, the distribution of aid, the delivery of health care, etc. The Act makes it mandatory for public authorities to deliver services electronically wherever legally, technically, and financially feasible. Within six months, departments must publish a schedule of services to be provided through electronic mode and update it annually. Services that cannot be provided online or are exempted by government notification will be excluded from the list.

To ensure accountability, the Act increases the penalty for officials who delay or fail to provide services without valid reasons. If an officer fails to provide a public service within the specified time, causes unnecessary delay, or delivers the service poorly without a valid reason, the first appellate authority can impose a fine ranging from ₹1,000 to ₹10,000 after giving the officer a chance to explain. Similarly, if the first appellate authority delays resolving an appeal without sufficient cause, the second appellate authority can impose a fine between ₹2,000 and ₹15,000, after allowing the officer to present their side.

Additionally, the state government will soon set up a single-member body called the Kerala State Right to Service Commission to oversee the implementation of the new Act. Anyone dissatisfied with the order of the second appellate authority can file a revision petition before the Commission within 60 days of receiving the order. The Commission may also accept petitions filed after this period if there is a valid reason for the delay. Its decision will be final and binding on all parties involved.

A previous study conducted by the Institute of Management in Government found that several departments had failed to comply with the requirement to notify all the services they provide. Even in cases where notifications were issued, many relevant services were left out of the notified list. The Kerala Right to Public Service Act, 2025, seeks to address these issues and hold designated officers accountable.