India’s digital government ecosystem is moving beyond basic digitisation, with greater emphasis on AI readiness, personalised citizen services, and improved digital experiences, according to Adobe’s 2025 Digital Government Index for India.
The report gives India an overall Digital Government Index score of 58.2, indicating a shift from foundational digital services toward more integrated, accessible, and AI-enabled public platforms. The assessment evaluates government websites across customer experience, site performance, and digital self-service, while also introducing AI readiness and personalisation as new evaluation parameters.
Adobe said the latest edition reflects the growing role of generative AI, AI-powered search, and digital assistants in how citizens interact with government services.
Mobile Services And Digital Self-Service Show Improvement
The report highlights steady progress in mobile experiences, with scores improving by 1.1 percent, supported by India’s mobile-first digital ecosystem and wider adoption of platforms such as UMANG and DigiLocker.
Digital Self Service emerged as the strongest performing category, rising by 2 percent to 62.2. Adobe attributes this improvement largely to better multilingual support and language translation capabilities.
The report also points to Indian Railways’ use of the government’s AI based language platform Bhashini, enabling conversational chatbots that help users access information and services across multiple Indian languages.
Customer Experience And Accessibility Need Attention
While some digital services improved, customer experience declined by 3.7%, suggesting room for improvement in usability, accessibility, and content quality.
Accessibility scores fell by 4.1%, while readability declined the most, by 23.7%. According to the report, government websites could improve by simplifying content, enhancing page structure and incorporating accessibility standards throughout design and development.
Personalisation And AI Readiness Become Key Metrics
For the first time, the Digital Government Index measures AI readiness and personalisation capabilities. AI readiness scores among the assessed ministries ranged from 51.1 to 73.1, reflecting varying levels of preparedness for AI-powered search, digital assistants, and generative AI experiences.
Personalisation scores ranged between 50 and 81.5, with some ministries ranking among the strongest performers in the Asia Pacific region. The report notes that services supported by Digital India initiatives, including Aadhaar, UMANG, and DigiLocker, have strengthened personalised user journeys.
Among the examples cited, the Ministry of Railways’ AI-powered virtual assistant Disha 2.0 offers multilingual ticketing support and context-aware responses.
Ministries Assessed In The Report
The 2025 Digital Government Index assessed the official websites of six Government of India ministries:
- Ministry of Cooperation
- Ministry of Electronics and Information Technology
- Ministry of External Affairs
- Ministry of Railways
- Ministry of Road Transport and Highways
- Ministry of Tourism
According to Adobe, the study combines user testing, third-party technical audits, and content assessments to evaluate the current state of government digital services and their readiness for future AI-driven experiences.
FAQs
What is Adobe’s Digital Government Index 2025?
It is an Adobe report that measures how well government websites and digital services work for citizens.
What score did India get in Adobe’s Digital Government Index 2025?
India scored 58.2 in the 2025 index, showing progress in digital public services and AI readiness.
What does AI readiness mean in this report?
AI readiness shows how prepared government websites are for AI-based search, digital assistants, and smart online services.
Which areas improved in India’s digital government services?
Mobile experience and digital self-service improved, especially through better multilingual support and broader access.
