India is advancing from basic digitization towards more integrated and AI-ready citizen services, achieving a Digital Government Index score of 58.2, as per a report by US tech giant Adobe. The report notes a shift in India’s digital government journey towards enhancing the accessibility and intuitiveness of services, focusing on personalization and content quality to improve citizen experiences. Initiatives like Digital India, India Stack, and Gati Shakti continue to shape India’s digital transformation, with a particular emphasis on mobile-first approaches and platforms such as UMANG and DigiLocker.
By enhancing discoverability, personalization, and content quality, ministries aim to provide improved citizen experiences while ensuring the visibility of trusted government information in an AI-centric environment. Customer experience has seen a 3.7% improvement, signaling opportunities to enhance accessibility, readability, and overall usability. The report highlights Digital Self-Service as the strongest dimension at 62.2, driven by advancements in multilingual access and language translation, showcasing a 2% increase.
The 2025 Digital Government Index for India evaluates government websites based on customer experience, site performance, and digital self-service, introducing assessments of AI readiness and personalization capabilities. The study, combining user testing, technical audits, and content assessments, reveals that accessibility has improved by 4.1%, while readability has decreased by 23.7%, emphasizing the need for simplified content and improved structure. AI readiness among assessed ministries ranges between 51.1 and 73.1.
Official government websites exhibit strong trust and authority, with enhancements in technical structure and discoverability aimed at ensuring reliable public information remains visible in AI-powered search and digital assistants. The report also highlights Indian Railways’ integration of Bhashini, the national AI-powered language platform, to facilitate conversational chatbots aiding citizens in navigating services and inquiries across various Indian languages.
