Introduction

E‑governance in India has rapidly built strong technology platforms and integrated back-end systems. However, many services still feel complex for citizens. This raises a key concern of prioritizing technology first, while simple, inclusive, user‑centric design often comes later.

Body

Built-in Biasness towards technology compare to user-centric designs:

• Language and Accessibility Gaps: Platforms are frequently designed in English or Hindi, ignoring linguistic diversity and accessibility needs.
• Over-Reliance on Digital Platforms: Services prioritize tech integration over accessibility.
  • Eg: Land records under DILRMP remain complex for farmers.
• Complex Interfaces: Highly complex designs and technical jargons confuse first-time users.
• High Cost of Implementation: Heavy spending on IT infrastructure overshadows citizen training.
• Metrics Favoring Integration over Service Quality: Focus on system interoperability rather than user convenience.

Built in Biasness toward back end integration compare to user-centric designs:

• Authentication over access: Strict e-KYC/biometrics add steps that can eliminate vulnerable users when connectivity or biometrics fail.
  • Eg: Aadhaar authentication failures led to welfare exclusion risks flagged in policy assessments.
• Uniform designs; Centralized portals push one-size-fits-all interfaces that under-serve language, literacy, and disability needs.
• Security & Compliance Over User Experience: Projects emphasise cybersecurity and compliance frameworks, sometimes making platforms cumbersome for citizens.
  • Eg: Multiple OTP verifications and login steps are used to ensure security but make access difficult for less tech-savvy users.
• Lack of Personalization: Uniform design disregards regional and demographic differences.
• Insufficient Guidance and Support: Tutorials or help sections are inadequate for first-time users.
  • Eg: Migrant workers struggled with e-Shram registration due to lack of helpdesks and guides.

Although this is not the case forever. Government initiatives like UMANG, DigiLocker, Aadhaar-enabled DBT, and e‑Sanjeevani show user-first e-governance in action. They make services easy to access, cut paperwork, send benefits directly, and offer remote healthcare—using simple, multilingual, and assisted options that build inclusion and trust.

Conclusion
These issues can be overcome by putting people first. Offer services in regional Indian languages with the working of apps in low internet and offline mode. Keep steps short and clear. Provide help to citizens based on pilot testing with real users. Protecting privacy and working on feedback loop mechanisms to make e-governance more efficient and citizen-oriented.

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