●
India's 2025 Digital Government Index score
stands at 58.2, reflecting a period of consolidation following years of
foundational digital investment
●
AI-readiness scores across assessed ministries
range from 51.1 to 73.1, highlighting growing preparedness for AI-powered
citizen engagement
●
Personalization scores reached as high as
81.5, with leading ministries ranking among Asia Pacific leaders
New
Delhi – July 18, 2026: Adobe - the global technology leader that
unleashes creativity, productivity and customer experiences through innovative
tools and platforms — today released its 2025 Digital Government Index (DGI) for India.
The report reveals India's score stands at 58.2, reflecting a transition from
foundational digitization toward more integrated, accessible and AI-ready
citizen services.
The
DGI evaluates how government websites deliver citizen experiences across
customer experience, site performance and digital self-service. The 2025 India
edition also introduces new assessments of AI readiness and personalization
capabilities, reflecting the growing role of AI-powered experiences in public
service delivery.
“India's
digital government journey is entering a new phase. The focus is no longer just
digitizing services, but making them more intuitive, accessible and AI-ready.
By improving discoverability, personalization and content quality, ministries
can deliver better citizen experiences while ensuring trusted government
information remains visible in an AI-first world."
said Venu Juvvala, Head, Customer Experience Orchestration business,
Adobe India.
Strong
digital foundations, new opportunities to elevate citizen experience
India's
digital transformation continues to be shaped by initiatives such as Digital
India, India Stack and Gati Shakti. While progress varies across ministries,
mobile experience improved by 1.1%, reflecting India's mobile-first approach
and the growing adoption of platforms such as UMANG and DigiLocker. Customer
Experience declined 3.7%, highlighting opportunities to strengthen
accessibility, readability and overall usability.
Personalization
in focus: Driving more relevant citizen journeys
Personalization
scores ranged from 50 to 81.5, with leading ministries ranking among the
strongest performers across Asia Pacific. The report found stronger
capabilities in areas such as services, updates and login experiences, enabled
by Digital India initiatives including Aadhaar, UMANG and DigiLocker. The
Ministry of Railways demonstrated moderate to high levels of personalization
across citizen journey stages, including through its voice-enabled virtual
assistant, Disha 2.0, which supports AI-powered ticketing in multiple languages
and provides context-aware responses.
Digital
self-service gains momentum
Digital
Self-Service was the strongest-performing dimension, improving 2% to 62.2, driven
primarily by advances in multilingual access and language translation. The
report also highlights how Indian Railways has integrated Bhashini, the
national AI-powered language platform, to support conversational chatbots that
help citizens navigate services and enquiries across Indian languages.
Despite
these gains, accessibility and readability remain areas for improvement.
Accessibility declined 4.1%, while readability dropped 23.7%, underscoring the
need to simplify content, improve structure and embed accessibility checks into
design, content and engineering workflows.
AI readiness: A new
benchmark for digital government
The
report also introduces AI readiness as a new benchmark, reflecting the growing
role of generative AI, AI-powered search and digital assistants in how citizens
access information with assessed ministries scoring between 51.1 and 73.1.
While official government websites demonstrate strong trust and authority,
improvements in technical structure and discoverability will help ensure
reliable public information remains visible in AI-powered search and digital
assistants. Personalization scores ranged from 50 to 81.5, with leading
ministries ranking among the strongest performers across Asia Pacific.
More
about the Adobe Digital Government Index methodology
To
provide a holistic view of current digital performance and future readiness,
the analysis combined user testing, third-party technical audits and content
assessments. The 2025 Digital Government Index for India assessed the official
websites of the following 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, and Ministry of Tourism.
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