M-Governance Revolution: Mobile Apps Empowering Indian Citizens

In the heart of India’s cities and its quietest corners, a revolution is underway. This change is not characterized by grand speeches or large-scale protests, but it is the subtle buzz of technology that is spearheading this change. Mobile governance (M-governance) comes in where governance extends beyond government premises to reach every Indian at their fingertips. For instance, a farmer in a village in Maharashtra checking the weather forecast on his government app and planning his crop cycle accordingly or a woman in Delhi can use an app to register her startup and bypassing the challenges that once posed for such tasks. This exemplifies the impact of M-governance, bridging the gap between government and citizens enhancing accessibility and empowering individuals to steer their paths. It revolves around reshaping our engagement with government making it a collaborative effort towards a brighter tomorrow. The MyGov app—a governance platform launched by the Centre in 2014—garnered over 30 million downloads indicating the increasing acceptance and utilisation of M-governance tools, among Indian residents.

Notably, the subscriber base and reach of mobile devices is greater than that of internet subscribers. Interestingly, 45% of mobile subscribers reside in rural India while 55% are in urban areas. In this blog, we will delve into this revolution and its impact on citizens of India.

The Rise of M-Governance in India

The adoption of technology for government services, known as M-governance, is transforming the landscape of governance in India. With this approach, the government is connecting with citizens by leveraging the power of phones, enhancing accessibility, transparency and efficiency. India boasts an expansive smartphone user base, with 750 million users. The extensive use of mobile phones in India, coupled with government initiatives such as Digital India and the National e-Governance Plan, paved the way for the widespread acceptance of M-governance.

Key features of M-governance include accessibility, convenience, transparency, accountability and citizen involvement. M-governance empowers individuals to utilise government services at their convenience anytime, anywhere eliminating the need for physical visits and long queues. User-friendly mobile applications are simplifying procedures and making it easier for citizens to engage with complex processes. Additionally, M-governance ensures transparency by offering real-time updates on government programs, services and grievance redressal mechanisms. It also enhances accountability by allowing citizens to monitor the progress of their requests and hold government officials for their actions. Moreover, M- governance encourages citizen participation through feedback platforms, suggestions channels and direct interaction with government entities. The effectiveness of M-governance initiatives, in India is evident in many endeavours such as:

• MyGov Platform

Launched in 2014, the MyGov platform provides a platform for citizen engagement, allowing participation in government consultations, surveys, and discussions. It has over 30 million registered users and facilitated active citizen participation in various government initiatives.

• DigiLocker

Launched in 2015, DigiLocker is a secure digital platform for storing and sharing digital documents issued by government agencies and other organizations. It has over 292 million registered users and eliminated the need for citizens to carry physical documents.

• BHIM App

Launched in 2016, the BHIM (Bharat Interface for Money) app has revolutionized digital payments in India. It has facilitated over 2.5 billion transactions worth over Rs. 5.5 trillion (US$ 65.95 billion), empowering citizens with a secure and convenient cashless payment option.

• Aarogya Setu App

Developed in response to COVID-19, the Aarogya Setu app played a crucial role in contact tracing and information dissemination. With over 200 million downloads, the app helped contain the spread of the virus and provided citizens with essential health information.

• Digi Yatra

This initiative, launched in 2019, aims to create a paperless and seamless travel experience for air passengers using facial recognition technology. It has the potential to significantly reduce waiting times and enhance the overall travel experience.

Mobile Apps: Transforming Citizen Engagement

In the digital age, mobile applications have transcended the realm of entertainment and communication, emerging as powerful platforms for civic engagement. India is a prime example of this shift as government-created applications are encouraging active participation and civic duty.

• MyGov 

This app serves as a platform for direct citizen engagement, allowing individuals to share their thoughts, suggestions, and feedback with the government. It facilitates two-way communication, fostering a sense of shared responsibility and encouraging transparency in government processes. With over 30 million active users, MyGov has become a vital tool for promoting citizen participation and building trust in governance.

• UMANG 

This unified platform provides access to a wide range of government services, including bill payments, booking appointments and applying for various certificates. By streamlining access to essential services, it significantly reduced paperwork and improved efficiency for citizens and government agencies. With more than 100 million downloads and 30 million active users, UMANG has emerged as a game-changer in e-governance.

• IRCTC Connect

This app simplifies the process of booking train tickets, removing the need to stand in long queues or navigate complex procedures. It offers real-time information on seat availability, PNR status and train schedules, allowing travellers to plan their journeys seamlessly. With more than 50 million downloads and 15 million active users, IRCTC Connect transformed the railway ticketing experience, making it convenient and accessible for millions of passengers.

• DigiLocker 

This app provides a secure platform for storing and managing digital documents, including government-issued certificates, educational transcripts and identity cards. It reduces the need for physical document storage and simplifies sharing documents with authorised entities. With over 300 million downloads and 290 million active users, DigiLocker revolutionized document management, promoting efficiency and security.

• Aarogya Setu 

This app played a crucial role in India's fight against the pandemic. It facilitated contact tracing, provided real-time health updates, and disseminated information on vaccination and preventive measures. With over 300 million downloads and 100 million active users, Aarogya Setu served as a vital tool for raising awareness, promoting responsible behaviour, and mitigating the spread of the virus.

Note-2024*-Till June 2024.

Source- DigiLocker India

Enhancing Service Delivery through Mobile Apps

Mobile applications transformed how government services are provided thus making complex processes more efficient and convenient, for citizens. These apps serve as all-in-one hubs for accessing a variety of services ranging from paying utility bills to applying for passports which helps reduce paperwork and save a lot of time. For instance, UMANG is an app that grants access to over 1,000 government services across sectors while MyGov offers citizen-focused services such as addressing grievances and encouraging public participation. These apps give citizens round-the-clock access to services from anywhere eliminating the need for physical visits and long queues. By streamlining processes and promoting a paperless environment these apps not only reduce completion time but also contribute to environmental sustainability. Additionally, the real-time tracking of requests and applications enhances transparency and accountability.

The impact of mobile apps on efficiency is undeniable – government agencies have seen cost savings through automation, less paperwork and reduced face to face interactions. Studies suggest that e-government initiatives can save governments up to 20% on costs. Additionally, more than 70% of government services in India are now online with the number of mobile app downloads for government services surging by, over 300% in the last three years. E-governance efforts have also resulted in a 15% decrease, in the time taken for service delivery. Some important applications used for government services are:

Challenges of M-Governance in India

Mobile governance, or M-Governance, is a transformative tool that leverages mobile technology to enhance the accessibility and efficiency of government services. However, the implementation of M-Governance in India faces several challenges. Following are some key points, supported by recent statistics:

• Digital Divide 
  • Despite the rapid growth of mobile phone usage in India, there is a significant digital divide, particularly in rural areas and among marginalised communities. For instance, among the poorest 20% of households, only 2.7% have access to a computer and 8.9% to internet facilities. Furthermore, only 38% of households in the country are digitally literate.
• Literacy & Language Barriers 
  • Low literacy rates can hinder the effective use of M-Governance applications. As of 2024, the literacy rate in India is approximately 77.7%.
  • A recent study by the National Institute of Public Finance and Policy found that only 12% of government websites were available in all 22 scheduled languages.
• Data Security and Privacy Concerns
  • Ensuring data security and privacy is a critical challenge in M-Governance initiatives.
  • A 2022 report by the Internet Society found that India has the highest number of data breaches globally, with over 8 billion records compromised.
  • In 2023, India passed the Digital Personal Data Protection Act, which is a significant step towards addressing these concerns.
• Infrastructure Limitations 
  • The lack of reliable internet connectivity and limited digital literacy skills in certain regions can impede the full potential of M-Governance.
  • The Telecom Regulatory Authority of India (TRAI) reports that only 57% of villages have 4G connectivity.
  • India will need to invest US$ 840 billion over the next 15 years into urban infrastructure to meet the needs of its fast-growing urban population.
• Sustainability and Scalability 
  • Sustaining and scaling up M-Governance initiatives across diverse populations and geographical regions requires continuous investment and innovation. However, the provision of M-Government services has a considerably lower cost than traditional service delivery, especially in regions with higher population density.

Conclusion

Mobile applications have become tools for engaging citizens and improving service delivery in India, empowering the population and transforming the way the government operates. Despite facing obstacles like digital literacy, infrastructure challenges and cybersecurity issues, the government is actively addressing these issues to fully utilize mobile technology. With over 70% of government services accessible online and a significant increase in mobile app downloads, the future of mobile governance (M-governance) looks promising in India. As technology advances, we can anticipate  more creative mobile solutions that empower citizens and shape the future of governance in the country. The government's commitment to digital inclusion, coupled with the increasing adoption of mobile technology, will pave the way for a more inclusive, efficient, and responsive government, ensuring that no citizen is left behind in the digital age. The journey towards a digitally empowered India is well underway, and mobile apps will continue to play a pivotal role in bridging the gap between citizens and government, fostering greater participation, transparency, and accountability.