According to Adobe’s Digital Government Index, India’s mobile sill experience score rose by 1.1%, indicating increased usage of digital platforms such as UMANG and DigiLocker.
Adobe has announced its 2025 Digital Government Index (DGI) for India, with a score of 58.2. India’s digital government services are progressing beyond basic digitization to provide more integrated, accessible, and AI-ready citizen services.
The Digital Government Index analyzes government websites based on customer experience, site performance, and digital self-service. This year’s study also includes AI readiness and personalization as new assessment areas.
According to the survey, India’s mobile experience score increased by 1.1%, indicating greater usage of digital platforms such as UMANG and DigiLocker. However, the customer experience score fell by 3.7%, showing the need to enhance accessibility, readability, and usability.
Venu Juvvala, Head of Customer Experience Orchestration Business, Adobe India, commented on the report’s results, saying, “India’s digital government journey has entered a new phase. The goal is no longer only to digitize services, but to make them more intuitive, accessible, and AI-ready. By enhancing discoverability, customization, and content quality, ministries may provide improved citizen experiences while keeping trusted government information available in an AI-first future.”
The survey discovered that digital self-service was the best-performing area, growing 2% to a score of 62.2. Adobe attributed the growth mostly to advances in multilingual accessibility and language translation.
The Ministry of Railways is one of the ministries with more personalization powers. It noted the usage of Disha 2.0, a voice-enabled virtual assistant, enabling AI-powered ticket buying in several languages and context-sensitive replies. The ministry has also incorporated Bhashini, the government’s AI-powered language platform, with conversational chatbots to let citizens access services in many Indian languages.
Personalisation ratings for the ministries evaluated varied from 50 to 81.5, with certain ministries placing among the best performers in Asia-Pacific.
Accessibility scores decreased by 4.1%, while readability plummeted by 23.7%, highlighting the need to simplify material, enhance website structure, and promote accessibility across digital services.
This year’s study includes AI readiness as a new standard, with examined ministries receiving scores ranging from 51.1 to 73.1. Improvements to website structure and discoverability might help keep official government material visible in AI-powered search and digital assistants.
The examination included the websites of the Ministry of Cooperation, Ministry of Electronics and Information Technology, Ministry of External Affairs, Ministry of Railways, Ministry of Road Transport and Highways, and Ministry of Tourism. The investigation included user testing, third-party technical audits, and content evaluations.
