UMANG (Unified Mobile Application for New-age Governance)

UMANG, an acronym for Unified Mobile Application for New-age Governance, is a flagship digital initiative by the Government of India designed to provide citizens with a single unified platform for accessing multiple government services through mobile devices and computers. It represents a major step toward Digital India, integrating various central, state, and local government services within a single, convenient, and secure digital framework.

Background and Development

The UMANG platform was conceptualised under the Digital India Programme, launched by the Ministry of Electronics and Information Technology (MeitY) in collaboration with the National e-Governance Division (NeGD). It was officially launched by the Prime Minister of India on 23rd November 2017.
The app was designed to unify and simplify the digital delivery of e-Governance services, allowing users to interact with government departments through a single, user-friendly interface instead of downloading multiple applications or visiting physical offices. The initiative supports the vision of making government services “available anytime, anywhere, to anyone.”

Objectives of UMANG

The primary objectives of UMANG include:

• Integration of services: Bringing together central, state, and local government services on one platform.
• Citizen convenience: Ensuring easy and uniform access to services through smartphones and web browsers.
• Promotion of e-Governance: Encouraging digital literacy and reducing reliance on manual or paper-based systems.
• Interoperability: Enabling seamless communication and data exchange between different government departments.
• Inclusivity: Providing access in multiple languages to cater to India’s linguistic diversity.

Features of the UMANG Platform

The UMANG application is distinguished by several key features that make it one of India’s most comprehensive e-Governance tools:

• Single-Platform Access: Citizens can access hundreds of services from different government departments and states through a single app.
• Multi-Channel Availability: The platform is available through mobile app (Android, iOS, Windows), web portal, and IVR/SMS services.
• Multilingual Support: It offers content in 13 Indian languages, enhancing accessibility for non-English users.
• Secure and User-Friendly Interface: The app uses Aadhaar-based authentication and standard security protocols to ensure safe transactions.
• Notifications and Alerts: It sends updates on application status, reminders, and government announcements.
• Unified Payment Interface (UPI): Integrated with Bharat Interface for Money (BHIM) for quick and secure digital payments to government departments.
• 24×7 Accessibility: Services can be accessed anytime and anywhere without physical interaction.

Major Services Available on UMANG

The UMANG platform integrates services from both central and state governments, as well as from public sector undertakings. Some of the key services include:

1. Central Government Services:
   • EPFO (Employees’ Provident Fund Organisation): Checking PF balance, claim status, and account details.
   • PAN Services: Application tracking, linking, and status updates.
   • Passport Seva: Appointment booking, application tracking, and grievance redressal.
   • Income Tax Department: Filing tax returns, accessing PAN/Aadhaar services.
   • DigiLocker Integration: Secure storage and sharing of official documents.
   • e-Pathshala: Access to digital textbooks and educational resources.
2. State Government Services:
   • Utility bill payments for electricity, water, and gas.
   • Land record verification and property tax payments.
   • Local transport booking and road tax services.
   • Police and traffic challan payments.
3. Other Services:
   • Bharat Bill Payment System (BBPS): For digital payments of various bills.
   • MyGov: Participation in government surveys and discussions.
   • e-District Services: Certificates, licences, and permits issued by state authorities.

Technology and Architecture

UMANG operates on an interoperable and scalable digital architecture, built under the Mobile Service Delivery Gateway (MSDG) framework of NeGD. It connects multiple backend systems and service providers through secure APIs (Application Programming Interfaces).
The platform supports:

• Single Sign-On (SSO): Users can log in once to access multiple services without repeated authentication.
• Cloud-Based Infrastructure: Hosted on the MeghRaj Cloud, ensuring scalability and reliability.
• Open API Policy Compliance: Promotes integration with new government departments and private partners.

Benefits of UMANG

UMANG offers numerous benefits to citizens, government departments, and the broader governance ecosystem:
For Citizens:

• Convenient access to hundreds of government services on a single platform.
• Time-saving and cost-effective alternative to visiting government offices.
• Secure digital payments and data protection.
• Multilingual and inclusive design for wider accessibility.

For Government:

• Improved efficiency through digitisation and centralisation of services.
• Reduced paperwork and administrative burden.
• Enhanced transparency and accountability in service delivery.
• Better citizen engagement and feedback mechanisms.

For Society:

• Encouragement of digital literacy and participation in e-Governance.
• Facilitation of financial inclusion through digital payment systems.
• Promotion of sustainable governance by reducing the need for physical documentation.

Achievements and Adoption

Since its launch, UMANG has achieved significant milestones:

• Integration of over 2,500 services from central and state departments and public sector bodies.
• Over 100 million downloads across platforms.
• Presence across all states and union territories, supporting both urban and rural users.
• Recognised internationally for innovation in digital governance, receiving awards such as the World Summit Award (WSA) 2020 in the Government and Citizen Engagement category.

The platform continues to expand, with new services being added regularly under initiatives like Digital India and e-Kranti.

Challenges and Limitations

Despite its success, UMANG faces certain challenges:

• Digital Divide: Limited smartphone and internet access in rural areas restricts usage.
• User Awareness: Many citizens remain unaware of the app’s full potential and range of services.
• Interdepartmental Coordination: Integration across diverse departments sometimes leads to delays or technical mismatches.
• Language Barriers: Though multilingual, not all regional services are available in every language.

Efforts are ongoing to address these issues through improved outreach, partnerships, and digital literacy campaigns.

Future Prospects

The government aims to make UMANG a comprehensive one-stop portal for all digital citizen services. Future plans include:

• Integration of more state-level e-Governance portals.
• Introduction of AI-based support and chatbots for personalised assistance.
• Expansion of real-time grievance redressal mechanisms.
• Improved connectivity with emerging technologies such as DigiLocker, CoWIN, Aadhaar, and e-RUPI.

Significance in Digital India

UMANG epitomises the goals of the Digital India Mission by empowering citizens through technology-driven governance. It bridges the gap between government institutions and the people by simplifying administrative processes, ensuring transparency, and promoting a culture of digital interaction.