Business Situation and Requirements

The public services sector in India is increasingly moving toward digital solutions to improve accessibility, efficiency, and citizen satisfaction. However, many government platforms remain fragmented, not mobile-friendly, and limited in language support, often requiring high-speed internet and multiple logins. This creates challenges for rural populations and less tech-savvy users, forcing them to rely on in-person visits or multiple portals to access essential services.

Recognizing these gaps, NeGD aimed to modernize its legacy systems by building a centralized, secure “super app” to streamline government services for all citizens. The objective was to create a scalable, mobile-friendly platform with multilingual support, simplified access, and robust security. Unthinkable was entrusted with designing, developing, and enhancing the platform to deliver efficient, inclusive, and secure digital services, ensuring that citizens across India could easily access government services from a single interface.

Their requirements included:

  • Application Assessment and Code Takeover: Review and take control of all existing application code, documents, and related artifacts to understand the current system and prepare for upgrades and integration.

  • UI/UX Redesign: Redesign the interface to enhance usability across diverse user groups and ensure compatibility with different devices and platforms for a smooth, intuitive experience.

  • Integration of Multiple Services: Develop a plan and architecture to consolidate forms and data from 2,500+ central and state government services into the existing UMANG application for a unified platform experience.

  • Platform Scalability: Scale the application to support growth from 500 to 2,000+ services while maintaining high performance, responsiveness, and seamless user experience.

  • Performance Optimization: Optimize the platform to handle increased user traffic and large data volumes efficiently, ensuring it remains fast and stable under heavy load.

  • Compliance and Maintenance: Adhere to government regulations while providing ongoing monitoring, maintenance, and updates to keep the platform secure and up to date.