Overview
Adobe, the global technology leader, published its 2025 Digital Government Index (DGI) for India on July 18, 2026, reporting an overall index score of 58.2. The index measures how Indian government websites deliver citizen experiences across customer experience, site performance, and digital self‑service, and for 2025 adds new assessments of AI readiness and personalization.
Core Scores
The AI‑readiness dimension for the ministries assessed in the report ranged from a low of 51.1 to a high of 73.1, establishing a new benchmark for generative AI, AI‑powered search and digital assistants in public services. Personalization scores varied between 50 and a peak of 81.5, placing the highest‑scoring ministries among the strongest performers in the Asia‑Pacific region. Digital Self‑Service emerged as the strongest‑performing dimension, improving by 2 percentage points to reach a score of 62.2, driven largely by advances in multilingual access and language‑translation capabilities.
Experience Metrics
Mobile experience showed a modest improvement of 1.1 percent, reflecting India’s mobile‑first approach and growing adoption of platforms such as UMANG and DigiLocker. In contrast, the overall Customer Experience metric declined by 3.7 percent, indicating gaps in accessibility, readability and overall usability. Accessibility fell by 4.1 percent and readability dropped sharply by 23.7 percent, underscoring the need for simplified content structures and embedded accessibility checks throughout design, content and engineering workflows.
Ministry Highlights
The Ministry of Railways demonstrated moderate to high personalization across citizen‑journey stages, highlighted by its voice‑enabled virtual assistant Disha 2.0, which supports AI‑powered ticketing in multiple languages and provides context‑aware responses. Indian Railways also integrated Bhashini, the national AI‑powered language platform, enabling conversational chatbots that assist citizens in navigating services and enquiries across Indian languages. Other ministries assessed included the Ministry of Cooperation, Ministry of Electronics and Information Technology, Ministry of External Affairs, Ministry of Road Transport and Highways, and Ministry of Tourism.
Methodology
Adobe combined user testing, third‑party technical audits and content assessments to deliver a holistic view of current digital performance and future readiness for each ministry’s official website.
Comment from Adobe
Venu Juvvala, Head of Customer Experience Orchestration Business at Adobe India, stated that India’s digital government journey is entering a phase where the focus shifts from merely digitizing services to making them intuitive, accessible and AI‑ready, emphasizing the importance of discoverability, personalization and content quality for trustworthy citizen experiences in an AI‑first world.
Additional Context
The report notes that while official government websites enjoy strong trust and authority, improvements in technical structure and discoverability are essential to ensure reliable public information remains visible in AI‑powered search and digital assistants.