Localisation In E-Governance: Enhancing Citizen-Government Connectivity

Policy Update

Bhavana Girase

Background

India is a vast and diverse country, characterized by linguistic plurality and cultural richness. It recognizes 22 official languages and 12 different scripts reflecting its multilingual character. As the largest democracy in the world, India has much to gain from e-Governance, especially when citizens actively participate in governance and technology helps bridge the gap between the government and citizens. About 95% of India’s population uses Indian languages for communication. This makes it essential to provide government services and information in all constitutionally recognized local languages. Yet, many people, particularly in rural and semi-urban areas, face challenges accessing e-Governance services due to the digital divide and language barriers. This is where Localisation becomes vital. Adapting e-Governance services to local languages and cultural context ensures that more citizens can access, understand and benefit from digital government initiatives.

Localisation ensures that every citizen, regardless of linguistic background, can understand, access and benefit from digital government services. To bring it into action the Ministry of Electronics & Information Systems (MeitY) launched the Localisation of e-Governance which aims to make government services accessible, transparent and efficient. To create Simple, Moral, Accountable, Responsive and Transparent (SMART) governance. It involves not just automation but also transformation making governance more citizen-centric, inclusive and participatory.

Functioning

Localisation in e-Governance means to adapt ICT applications,websites and services into various Indian languages with consistency, functionality and usability. It involves the translation of text to reflect local nuances and cultural sensitivities.The National e-Governance Plan (NeGP) of the Government of India strives to make all government services available to its citizens through the use of ICT applications. Currently the NeGP comprises 31 mission mode projects (MMPs), which are further classified as state, central or integrated projects. Each MMP has several web based applications that are meant to directly or indirectly deliver information and/or services to the citizens, and so need to be available in the local language (official language of the state) apart from English.

In this endeavor, C-DAC GIST (Graphics and Intelligence-based Script Technology) has envisaged the Localisation Programme Management Framework (LPMF) to help localize applications under the MMPs. Various localisation-related services, hand holding and training are being offered through the tools/services section of the portal.

Initially support is being extended to following MMPs:

e-District- Localised interfaces help efficient delivery of government services at the district level.
Health- Localised health systems enable better communication and access to medical services.
Passport- Multilingual portals simplify the passpor applicationt and issuance process.
Agriculture- Local language advisories and regional data empower farmers with timely information.
Road Transport- Localised systems streamline vehicle registration, licensing and transport services.
Public Distribution System- Localised software ensures transparency and efficiency in ration distribution.
Education- Regional language e-learning platforms promote digital literacy and inclusive education.

These services are being localised in Indian languages like Bangla, Gujarat, Hindi, Marathi, Malayalam and Punjabi to make e-governance accessible to all.

Localisation can be classified as Surface Localisation and Deeper Localisation.

Surface Localisation of the application can be carried out at the skin level without changing source code of the application. For example the UI of a website can be localised using surface localisers without change in source.

Deeper Localisation which may include having Indian language databases, Printing Bills, Records and Reports, Multimodal interfaces, etc. will require working hand-in-hand with the system developers and system integrators of E-governance applications / MMPs.

To standardise this process, several international and national standards are used. Standard-formulating organizations include ISO,W3C and OASIS. These organizations define norms that ensure interoperability, uniformity and quality in multilingual applications.

The localisation workflow typically involves three major steps

Inputting multilingual data through localized keyboards or input tools.
Displaying multilingual data using compatible fonts and rendering systems.
Storing multilingual data using standards like Unicode, allows text from multiple scripts to be processed and displayed uniformly.

Various standards and specifications used in localisation include:

Unicode-For multilingual character encoding.
XML Localisation Interchange File Format (XLIFF)- For exchanging localized data.
Translation Memory eXchange (TMX) and Term Base eXchange (TBX)- For managing translation.
Segmentation Rules eXchange (SRX)- For defining text segmentation rules.
Indian Script Code for Information Interchange (ISCII) and Perso-Arabic Script Code for Information Interchange (PASCII)- For Indian scripts.

The Localisation domain is often summarized by the acronym GILT, which stands for Globalization, Internationalization, Localisation and Translation.

Globalization involves designing systems to operate across multiple markets.
Internationalization prepares software for adaptation to various languages and regions.
Localisation adapts products for specific target languages and cultures.
Translation converts text and speech from one language to another without losing meaning.

Thus, localisation in e-Governance is not just about translation; it is about building inclusive digital ecosystems that accommodate the linguistic and cultural diversity of India.

Performance

Over the past two decades, e-Governance in India has evolved significantly from the mere computerization of government departments to citizen-centric service delivery platforms. Initiatives under the National e-Governance Plan (NeP) and Digital India Mission have laid the foundation for a connected, transparent and accountable government.

Localisation has enhanced the performance of these initiatives by ensuring that e-services reach citizens in their native languages. Platforms like DigiLocker, UMANG App, MyGov Portal, eDistrict Services and Bharat Interface for Money (BHIM) have integrated multilingual interfaces to increase accessibility.

The following initiatives have been implemented to promote localisation in e-Governance.

1) NPLT Portal ( nplt.in)

National Platform for Language Technology (NPLT) platform for academia, researchers as well as industry to provide access to Indian Language Data, Tools and related web services. Localised in all the scheduled 22 Indian languages

Source: https://www.localisation.gov.in

2) Indian language typing in Online RTI System for Delhi (https://rtionline.delhi.gov.in/request/request_email_check.php?lan=M) Delhi RTI portal is using CDAC’s Transliteration-based Indian Language typing solution to type Address and Text for RTI request.

Source: https://www.localisation.gov.in

3) Indian language typing in Lokrajya Search (https://lokrajyasearch.maharashtra.gov.in/) C-DAC has integrated the Enhanced INSCRIPT (BIS Standard IS 16350:2016) keyboard component for typing in Marathi. Lokrajya Search

Source: https://www.localisation.gov.in

Further, many state governments have localized their digital services for example, e-Seva in Andhra Pradesh, Bangla Sahayata Kendras in West Bengal and e-Mitra in Rajasthan providing information and services in local languages. These initiatives have resulted in higher citizen satisfaction, improved participation and more efficient public service delivery.

Impacts

Localisation has had a profound impact on the effectiveness of e-Governance in India. By breaking the linguistic barrier, it has empowered citizens to interact directly with government portals, access welfare schemes and participate in decision-making processes in their own languages.

Source: https://www.localisation.gov.in

Key Impacts include:

Increased Inclusivity: Citizens from non-English-speaking regions are now able to access government services without dependence on intermediaries.
Enhanced transparency: Local language information makes government processes more open and understandable.
Citizen Empowerment: People are better informed about their rights, entitlements and responsibilities.
Improved Efficiency: Reduction in manual processing and errors due to digital standardisation.
Economic Benefits: Localisation platforms support regional businesses and encourage innovation in ICT localisation tools.

Moreover, localisation contributes to good governance by strengthening accountability, reducing corruption and promoting participatory democracy. It aligns with the World Bank’s Vision of ICT-enabled governance that enhances service delivery, lowers transaction costs and improves overall efficiency.

Emerging Issues

Despite notable progress, several challenges still stand in the way of fully implementation of localisation in e-Governance.
Lack of Standardization: Although standards exist, their adoption across government departments is changing.
Technological Constraints: Rendering complex Indian scripts across devices and operating systems still poses difficulties.
Shortage of Local Language Resources: There is a limited availability of high-quality translation databases, terminologies, and linguistic tools for Indian languages.
Inadequate Skilled Workforce: The region faces a shortage of trained translators, localizers and technical experts in regional languages.
Fragmented Implementation: Many government websites still prioritize English over regional languages.
Limited Public Awareness: Citizens are not always aware that services are available in local languages.
Maintenance and Updating Issues: Localised content often becomes outdated faster than English versions due to resource gaps.
These issues require organized solutions to help localisation work as an effective tool for creating inclusive governance.

Way Forward

To strengthen localisation in e-Governance, a multi-pronged approach involving policy reform, capacity building and technological innovation is required.

Standardization and Compliance: Government departments should strictly adhere to localisation standards like Unicode and XLIFF. A centralized monitoring framework should ensure compliance.
Capacity Building: Need to establish training programs which will help employees develop their skills in localisation, translation and ICT.
Promotion of Open-Source Tools: Support the development and usage of open-source localisation software which serves Indian languages.
Technological Usage- Create comprehensive linguistic databases and AI-based translation tools.
Focus on Local Governments: Localisation must begin at the grassroots level where local bodies are closest to citizens for maximum impact.
Regular Updating and Maintenance: Localised portals have to be regularly updated to remain accurate and relevant.

Conclusion

The Digital India vision aligns with Good Governance through the implementation of e-Governance Localisation. The system enables all citizens to use their native language for communication and transactions. This creates a connection between people and technology, thus enabling inclusive governance participation.

References

1. Department of Electronics & Information Technology [DeitY], Ministry of Electronics & Information Technology, Government of India. (2014). Best Practices for Localisation of e‑Governance Applications in Indian Languages (Version 5.7). Centre for Development of Advanced Computing (C‑DAC), GIST, Pune. https://egovstandards.gov.in/sites/default/files/2021-07/Best%20Practices%20for%20Localisation%20of%20e‑Governance%20Applications%20in%20Indian%20Languages%20Ver5.7.pdf

2. Ministry of Electronics & Information Technology, Government of India. Localisation in e‑Governance. https://www.localisation.gov.in/index.php/localisation-in-e-governance.html

3. Second Administrative Reforms Commission, Government of India. (2008). Promoting e‑Governance: The SMART way forward (Eleventh Report). Government of India. https://darpg.gov.in/sites/default/files/promoting_egov11.pdf

4. Ministry of Electronics & Information Technology, Government of India. (2023). NeGP Guidelines for Operational Model for implementation of Mission Mode Projects by the Line Ministries/State Departments (Version 4.2). https://www.meity.gov.in/static/uploads/2024/02/Guidlines_Operational_Model_V42_231210.pdf

About the Contributor

Bhavana Girase is a Research Intern at the Impact and Policy Research Institute (IMPRI). A data and policy research enthusiast, with a background in UPSC preparation and focusing on turning complex data into interpretative insights for a better understanding of policies.