For years, dealing with the Indian government online felt like trying to solve a jigsaw puzzle with only half the pieces together—the rest scattered far away. DigiLocker was the box holding your official documents, safeguarding old driving licenses and Aadhaar cards. Separately, UMANG was like a vast service counter for things like provident fund withdrawals or bill payments. Two apps. Two logins. Double the hassle. This week, that divide ended. The National e-Governance Division merged functions, combining UMANG’s broad services with DigiLocker’s document storage to create a unified experience.
The Mechanics of the Merge
The merger is designed to improve utility for citizens. Previously, DigiLocker functioned mainly as a storage repository—documents in, documents out—while UMANG offered interactive services such as pension tracking or bill payments. Now, the merged platform provides both identity management and access to government services in a single interface. This unification directly addresses the longstanding disconnect between holding documentation and using government services.
Why Friction Matters
In user experience design, friction undermines engagement. Each additional login or unfamiliar navigation lowers the chance a user will complete a task, especially for less technically skilled individuals. When multiple services combine, friction decreases, enabling more citizens to access what they need, when they need it. For most users, the platform is only as important as its effectiveness in delivering the services needed. Reducing barriers makes fulfilling civic tasks more practical and increases overall technology acceptance.
The Security Implications
Integrating services does raise concerns about digital security. Consolidating identity and service access creates a more tempting target, but it also allows security engineers to concentrate on protecting a single secure entry point. Authentication via Aadhaar leverages existing biometric safeguards, replacing previously weaker authentication systems.
A Blueprint for Future Governance
This represents a shift in how the state thinks about its digital infrastructure. Instead of having a separate app for every need, we’re moving toward a single digital ecosystem. This resembles the private sector’s ‘Super App’ model—like WeChat in China or Grab in Southeast Asia—where one app opens up a wide range of services, making the experience seamless. For India, DigiLocker is evolving into the primary portal for engaging with the government, with physical offices gradually taking a secondary, backup role. It’s not just a software update; it aims to put long service queues out to pasture.
