The unexpected removal of the e-application module from the Kerala government’s e-Office citizen portal (eoffice.kerala.gov.in) has created difficulties for many users who had relied on the user-friendly and accessible platform to avail various online government services.
Launched in 2014, the e-Office portal was designed as a single-window system to simplify governance and ensure speedy processing of public applications. However, with the sudden withdrawal of the e-application feature, users can no longer submit complaints directly to government departments or generate acknowledgements as proof of submission — a service that had earlier been available to everyone.
Rights activists have questioned the decision to remove the module without prior notice or public communication on the reason. They allege that both the Kerala State Information Technology Mission (KSITM) and the National Informatics Centre (NIC) have not provided a satisfactory explanation despite repeated petitions filed under the Right to Information (RTI) Act.
According to the complainants, officials associated with the portal management justified the removal by claiming that e-Office is a generic software developed by the NIC and implemented State-wide by the KSITM. However, activists argue that this does not clarify why a widely used feature was discontinued without consultation or notice. They allege that some government officials, unhappy with the idea of people-friendly governance, may have played a role in the decision.
“No official response has been provided by the NIC or KSITM regarding the reasons for withdrawing the e-application module till date. The government is also maintaining silence, though we are awaiting a response from the Chief Minister’s office,” says P.N. Krishnakumaran, one of the activists who has filed multiple RTI applications on the issue. Citizens are now restricted in their ability to communicate grievances directly through the portal, he adds.
Mr. Krishnakumaran also points out that the change was made silently, without any official notification or update to users. A portal widely publicised as a citizens’ portal by the government should not be shut to people who wish to submit their grievances online, he says.
Officials at the KSITM who responded to one of the RTI queries say they are unaware of the exact reasons for the module’s removal. As the nodal agency of the project, the KSITM has sought details from the NIC, including information about the technical team that handled the service, they explained in the reply.
Meanwhile, NIC sources say the module was withdrawn because individual departments in Kerala have their own online grievance redress mechanisms. They also add that a similar service has been integrated into the Chief Minister’s official portal — cmo.kerala.gov.in — which is being widely used by applicants to submit complaints or feedback.
Published – October 11, 2025 08:02 pm IST
