Enhancing Citizen-Centric Governance Through UMANG: A Unified Mobile Application For New-age Governance 2017

Policy Update
Anamitra Sinha

Background

In today’s interconnected world, governance is undergoing a transformative shift, with technology emerging as a pivotal enabler of citizen empowerment. UMANG (Unified Mobile Application for New-age Governance), envisioned by the National e-Governance Division (NeGD) under the Ministry of Electronics and Information Technology (MeitY), stands as a testament to India’s commitment to digital inclusion and ease of living.

By bringing a multitude of government services under one digital roof, UMANG aspires to simplify the interaction between citizens and the government. The platform’s guiding principle, “less government, more governance,” reflects a paradigm shift towards streamlined service delivery, making governance more accessible, efficient, and citizen-centric. With over 1984 services from 207 departments integrated into a single interface, UMANG exemplifies a comprehensive approach to e-governance that accommodates diverse needs across India’s vast and varied population.

Functioning

The UMANG platform operates as a unified interface that revolutionizes the way citizens engage with government services. Its availability across multiple platforms—Android, iOS, and the web—ensures inclusivity and convenience for users irrespective of their digital preferences. The platform’s integration with DigiLocker and MyScheme further enhances its functionality by creating an interconnected ecosystem where users can securely store essential documents and explore government schemes tailored to their needs.

At its core, UMANG prioritizes usability and accessibility. With support for 23 languages, including regional languages like Tamil, Kannada, and Marathi, the platform breaks linguistic barriers that often hinder access to government services. The user experience is enriched through intuitive features such as service bookmarking, enabling individuals to personalize their interaction with the platform and easily return to services they frequently use. This holistic approach to design ensures that UMANG caters to a wide spectrum of users, ranging from urban tech-savvy individuals to rural residents with limited digital literacy.

For government departments, UMANG represents a significant departure from traditional methods of service delivery. By eliminating the need for separate mobile applications, the platform reduces the technical and financial burdens associated with app development and maintenance. Departments benefit from a streamlined onboarding process that requires minimal technical expertise and incurs no operational costs. The provision of custom branding and dedicated landing pages further empowers departments to maintain their unique identity while leveraging UMANG’s robust infrastructure.

Impact

The impact of UMANG is best understood through the lens of its adoption and utilization by both citizens and government entities. As of December 31, 2023, the platform’s registration of over 6.31 crore users speaks volumes about its widespread acceptance and trust. The staggering figure of 418.31 crore department transactions underscores its effectiveness in facilitating seamless interactions between citizens and the government.

UMANG’s extensive service portfolio, encompassing 1984 services from 207 departments, is a reflection of its adaptability and comprehensiveness. From healthcare to agriculture, education to public distribution systems, the platform addresses a diverse array of citizen needs. Its multilingual capabilities play a crucial role in ensuring that language is not a barrier to access, thereby fostering inclusivity across India’s linguistically rich landscape. Moreover, the integration with platforms like DigiLocker and MyScheme exemplifies a forward-looking approach to governance that prioritizes efficiency and user convenience. By enabling users to securely store documents and discover personalized schemes, UMANG empowers citizens to engage with governance in a more meaningful way.

For government departments, the platform offers a transformative advantage. By alleviating the financial and technical constraints of developing independent mobile applications, UMANG enables departments to focus on their core functions. The result is an efficient, cost-effective, and citizen-centric model of service delivery that enhances trust and transparency between the government and its citizens.

Challenges and Innovations

While UMANG’s achievements are commendable, the platform is not without its challenges. Bridging the digital divide remains a pressing concern, particularly in rural and remote areas where digital infrastructure is limited. Addressing this gap is essential to ensuring that the platform’s benefits reach the most underserved sections of society. Additionally, varying levels of digital literacy pose a barrier to adoption, necessitating the development of features that cater to less tech-savvy users.

To overcome these challenges, UMANG is exploring innovative solutions such as voice-assisted navigation and AI-driven chatbots. These advancements aim to make the platform more accessible to elderly users and individuals with limited digital proficiency. The continuous integration of new services is another area of focus, ensuring that UMANG evolves in tandem with the changing needs of citizens and technological advancements. By actively seeking feedback from users and departments, the platform remains adaptive and responsive to emerging demands.

Way Forward

The future of UMANG lies in its ability to build on its successes while addressing its challenges. Expanding its reach to rural and semi-urban areas requires targeted outreach programs that educate citizens about the platform’s features and benefits. Collaborations with community organizations and local governance bodies can play a pivotal role in promoting digital literacy and awareness.

Strengthening digital infrastructure in remote regions is another critical step. Improved connectivity will not only enhance app performance but also ensure that citizens in these areas can access essential services without interruptions. Incorporating advanced technologies such as AI and machine learning can further personalize the user experience, making governance more intuitive and responsive. Offline functionality for essential services is another innovation that can bridge connectivity gaps, ensuring uninterrupted access to critical resources.

Regular monitoring and feedback mechanisms are vital for sustaining UMANG’s relevance and effectiveness. Data analytics can provide valuable insights into user behavior and service bottlenecks, enabling continuous optimization of processes. Expanding the platform’s service portfolio to include more government departments and facilitating cross-border access for NRIs are additional measures that can enhance its utility and reach.

In essence, UMANG represents a bold step towards reimagining governance in the digital age. By prioritizing inclusivity, efficiency, and user empowerment, the platform has set a benchmark for citizen-centric governance that other initiatives can aspire to achieve.

References

Central Chronicle. (2024). Cong stages bowl protest to highlight increasing debt | Central India’s Premier English Daily. Retrieved from https://www.centralchronicle.com
Drishti IAS. (2024). UMANG App – दृष्टि आईएएस. Retrieved from https://www.drishtiias.com
Free Press Journal. (2024). Congress Stages Walk Out Over Fertilizer Crisis In Bhopal. Retrieved from https://www.freepressjournal.in
Free Press Journal. (2024). MP Assembly Winter Session: Congress MLAs Arrive With Tea Kettles, Garland Of Liquor Bottles On Third Day (WATCH). Retrieved from https://www.freepressjournal.in
Free Press Journal. (2024). Session Day 2: Congress Slams BJP Over ₹4 Lakh Crore State Debt, LoP Umang Singhar Demands White Paper (WATCH). Retrieved from https://www.freepressjournal.in
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Ministry of Electronics & Information Technology (MeitY). (2020). Policy for Delivery of UMANG Services in Assisted Mode. Retrieved from https://www.meity.gov.in
National e-Governance Division (NeGD). (2021). Policy: Agent Assisted Delivery of UMANG Services. Retrieved from https://www.negd.gov.in
Press Information Bureau. (2020). UMANG has now grown to provide 2039 services. Retrieved from https://www.pib.gov.in
Press Information Bureau. (2024). UMANG app accessible to all Android users. Retrieved from https://www.pib.gov.in
Times of India. (2024). Cong protests ‘anti-people’ policies of BJP govt, leaders & workers stopped at Jawahar Chowk. Retrieved from https://www.timesofindia.indiatimes.com
UMANG App Official Website. (2024). UMANG – One App, Many Government Services. Retrieved from https://www.web.umang.gov.in

About the Contributor: Anamitra Sinha, Policy Research Intern at IMPRI Institute and Master’s student in Development, Policy Planning, and Practice at Tata Institute of Social Science, School of Rural Development, Tuljapur (Off-Campus).

Acknowledgment: This article was reviewed by IMPRI experts and other collaborators.