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UMANG: Revolutionizing Public Service Access

The Indian government’s innovative UMANG (Unified Mobile Application for New-age Governance) software aims to provide residents with a wide array of government services via a single digital platform. UMANG, which was introduced in 2017 as a component of the Digital India programme, was created to give residents convenient and simple access to a range of government services, promoting effective and transparent governance.

The app was developed to answer the demand for a centralised platform where residents could access a variety of government services from the convenience of their mobile devices, including utility bill payments, passport services, income tax filing, Aadhaar card services, and more.

UMANG aims to increase digital inclusion and lower administrative barriers by combining a variety of services into a single, user-friendly application. When using government services, residents’ personal information is kept secure thanks to its user-centric design and secure authentication procedures. The development of the app demonstrates India’s dedication to using technology to alter public service delivery and enhance individuals’ overall experiences with political systems.

Global Public Service Access

Global Public Service Access

The adoption of cutting-edge e-governance service apps has been spearheaded by developed nations in an effort to increase citizen engagement, expedite procedures, and expand transparency. Here are some examples of e-governance service apps from developed countries:

  1. (United Kingdom): offers a comprehensive platform where UK citizens can access a wide range of government services and information. It provides services related to taxes, benefits, passports, driver’s licenses, healthcare, and more.
  2. e-Government (Japan): Japan’s e-Government app provides citizens with access to government services, information, and notifications related to taxes, social security, and administrative procedures.
  3. Service NSW (Australia): Service NSW offers a mobile app that provides citizens in New South Wales with access to government services, including vehicle registration, license renewals, and birth certificate applications.
  4. is the U.S. government’s official web portal, providing a centralized platform for citizens to access federal government information and services. It offers information on topics ranging from health and education to taxes and benefits.
  5. This website helps citizens determine their eligibility for various federal government benefits and assistance programs. It provides information on programs related to healthcare, housing, employment, and more.
Historical Background

Historical Background

A number of efforts and policies aimed at utilising technology to improve government service delivery, transparency, and efficiency have shaped the history of pan-India e-governance services in India. Here is a summary of significant turning points along the way:

  1. The National Informatics Centre (NIC), which was founded in 1976, was crucial in building the foundation for e-governance in India. It created the IT infrastructure and gave government departments and agencies technical help for the computerization of procedures and data.
  2. Initial Computerization Efforts (1980s–1990s): In the 1980s and 1990s, a number of government agencies began to computerize their operations, mostly with a focus on automating internal procedures and data management. These initiatives paved the way for more extensive e-governance projects.
  3. National Task Force on IT & Software Development( The creation of this task force brought attention to the significance of incorporating IT into government operations and service delivery. The National IT Policy, which aimed to advance e-governance throughout the nation, was created in 1999 as a result of its suggestions.
  4. The National E-Governance Plan (NeGP) from 2006: NeGP, which was introduced in 2006, was a broad effort with the goal of modernizing service delivery across numerous government agencies.
  5. India’s Unique Identification Authority (UIDAI) (2009): Simplified service delivery was made possible by the introduction of Aadhaar, a distinctive biometric identity system. Direct benefit transfers and identity verification are just two examples of the many e-governance services built on the Aadhaar platform.
  6. Digital India Initiative (2015): The goal of the 2015 flagship initiative, the Digital India Initiative, was to make India a society where everyone had access to the internet. It covered a range of e-governance topics, such as online service delivery, digital infrastructure, and digital literacy. Unified Mobile Application for New-age Governance (UMANG) initiatives were started to offer a single platform for accessing various government services.
  7. JAM Trinity (Jan Dhan, Aadhaar, Mobile): The effective and targeted delivery of subsidies and benefits to the intended beneficiaries was made possible by the integration of Jan Dhan bank accounts, Aadhaar, and mobile numbers.
  8. COVID-19 Pandemic Response (2020s): The pandemic highlighted the significance of online government services. To reduce in-person encounters during lockdowns, various states and federal government institutions quickly increased their online services.
  9. Continued Innovation: E-governance in India continues to evolve with the integration of emerging technologies like artificial intelligence, blockchain, and data analytics to enhance service delivery and governance processes.
List of Services Provided by UMANG

List of Services Provided by UMANG

The UMANG (Unified Mobile Application for New-age Governance) app provides access to a variety of information and services from the Government of India’s departments and agencies. The vast variety of services offered by UMANG is constantly growing. Here are some of the key services offered by UMANG –

1. Education, Skills and Employment: The list of services provided under this category are as follows-

  • National Scholarship Portal (NSP): Apply for scholarships for various educational levels  and track the status of scholarship applications
  • ePathshala: It provides access to educational resources, textbooks, and e-books and resources for students, teachers, and parents
  • SWAYAM Online Courses: It provides access to online courses offered by SWAYAM platform
  • AICTE: Provides key lists for applying for scholarships in specific colleges and also offer course details
  • Skill India Portal: It helps to Explore various skill development initiatives, courses, and training programs and access resources for skill enhancement and vocational training.
  • EPathshala- Students can access E-books, audiobooks, and movies at EPathshala. Teachers have access to electronic books, lesson plans, curriculum resources, audio files, and videos. Teachers have access to electronic books, curriculum materials, periodicals, audios, films, etc.
  • Vidya Lakshmi portal- The Vidya Lakshmi portal is a groundbreaking website for students looking for educational loans. Students can visit the portal at any time, from any location, to examine and follow their applications for student loans from banks.

2. Social Security and Pensioners:

  • EPFO- Assists Central Board in administering compulsory contributory Provident Fund Scheme, Pension Scheme and Insurance Scheme for the workforce engaged in the organised sector in India
  • Atal Pension Yojana- Ensures the old age income security of the working poor and is focused on encouraging and enabling them to save for their retirement.
  • ESIC- Provides medical care to self & family, cash benefit in certain contingencies and maternity benefit to female workers.
  • Assam Tea Employees Provident Fund Organization(A.T.E.P.F.O)- The objective of ATEPFO is to provide social security cover to the workers and employees working in the Tea Gardens of Assam.

3.Youth Skills and Employment

  • MGNREGA- Provides at least 100 days of guaranteed wage employment in a financial year, to every household whose adult members volunteer to do unskilled manual work
  • BMS Tripura- Enable beneficiary’s data management and facilitation of DBT for any beneficiary-oriented scheme for any department (both cash and kind)
  • ITI Admission-J&K- The application process is organized through the Department of Skill Development, Jammu and Kashmir that allows admissions of candidates in various engineering and non-engineering courses on many private and government ITI institutes.

4. Utility and Bill Payments

  • DigiLocker- It is a secure cloud based platform for storage, sharing and verification of documents & certificates.
  • Indian Oil- Indane gas consumer can avail various LPG related services like Cosumer validate, Order Status, Booking History and also avail the information for IOCL retail outlets.
  • MP e-Nagar Palika- Directorate of Urban Administration and Development Govt.of MP has embarked on an ambitious e-NagarPalika project to develop a centralized web based solution to computerize all cities across the State.

5. Public Grievance

  • MADAD- Assists Indian citizens in tracking complaints about the consular services provided by Indian embassies and finding (missions/posts) overseas.
  • National Consumer Helpline- The Department of Consumer Affairs is responsible for educating, counselling, and resolving consumer complaints. It serves as a central repository for consumer complaints.
  • SAMADHAN- Helps individuals ,trade union or management to raise an industrial dispute to the respective Conciliation Officers which is connected with the employment or non-employment or the terms of employment or with the conditions of labour
  • Nyaya Bandhu- It helps the common people to connect with registered lawyers. It also provides voluntary legal advices to individuals who are unable to access legal services.
  • ConfoNet- Serves all sections of target audience through the various services offered by it for Case status, Cause List, Display Board, Order & Judgment.
  • CPGRAMS- It helps public to lodge complaints and grievances related to any government department
List of Steps and Services for Employee Provident Fund Organisation (EPFO) on Umang App

List of Steps and Services for Employee Provident Fund Organisation (EPFO) on Umang App

The detailed list of services which aim to offer a convenient way for employees to manage their EPF accounts and related transactions for EPFO services on UMANG app are as follows –

Services to Employees
  • View Passbook: View the transactions, contributions, and balance in your EPF account’s passbook.
  • Raise Claim: Submit a claim for transfers, advances, or withdrawals.
  • Track Claim: Keep track of the progress of your claim submission.
  • Nominate family members to receive the EPF corpus in the case of your passing using the e-Nomination tool.
  • Access information about your pension through UMANG Pension Services, including the pension payment order (PPO) number and status.
Services to Employers
  • Create an ECR or Challan: Employers can create an Electronic Challan-cum-Return (ECR) to submit employee EPF contributions.
  • Employer e-Nomination: Employers are able to assist staff members with the selection of beneficiaries for EPF and pension benefits.
Source: Ministry of Labour and Employment

The list of key steps for availing EPFO services by the Employees are as follows-

Step 1- Download and Install the UMANG App

Visit your app store (Apple App Store for iOS or Google Play Store for Android).

Download and install the “UMANG App” by searching for it.

Step2 – Open UMANG App

On your smartphone, open the UMANG App.

Source: UMANG Website

Step 3 – Select EPFO Services

Look for the “EPFO” option within the app’s list of services. It might be listed under the “Central Government” or “Employee Services” section.

Step 4 – Login/Register

If you’re a new user, you might need to register with your mobile number and create a profile.

If you’re an existing user, log in using your registered mobile number and password.

Source: UMANG Website

Step 5 – Access EPFO Services

After logging in, a list of EPFO services should appear. Services like checking your EPF balance, downloading your EPF passbook, monitoring the status of your claim, etc. are among them.

Source: UMANG Website

Step 6 – Select the Desired Service

Choose the specific service you want to access, such as checking your EPF balance.

Step 7 – Provide Necessary Information

 Enter details like your EPF account number, UAN (Universal Account Number), and other relevant information.

Source: UMANG Website

Step 8 – Verify OTP

For security purposes, you will receive an OTP (One-Time Password) on your registered mobile number. Enter this OTP to verify your identity.

Step 9 – Access Information or Complete Transaction

Once your identity is verified, you can access the relevant information (like your EPF balance) or complete the desired transaction (like checking claim status).

Step 10 – Logout

After you’ve finished using the app, remember to log out to ensure the security of your account.

Bill Payment Service on UMANG through Bharat Bill Payment System (BBPS)

Bill Payment Service on UMANG through Bharat Bill Payment System (BBPS)

The Bharat Bill Payment System (BBPS) is an integrated bill payment system in India that provides customers with a centralised platform to simply and quickly pay various bills. The National Payments Corporation of India (NPCI) conceptualised it with the goal of bringing about standardisation and interoperability in the ecosystem of bill payments. The payment flowchart for Bill Payment service on UMANG through Bharat Bill Paymet System is as follows –

The Road Ahead

The Road Ahead

The future for UMANG seems bright, with room for expansion, inventiveness, and a beneficial influence on citizen-government interactions. The vision of a more effective, accessible, and citizen-centric governance framework will be furthered by the evolution of UMANG to meet the changing demands of a digitally empowered society as technology advances and user needs shift. It’s likely that UMANG will keep adding more government departments, agencies, and services to its roster of offerings. This may cover a broader array of areas, including public safety, the environment, transportation, and more. By supporting new languages, providing accessibility for people with disabilities, and accommodating users from varied backgrounds, UMANG may aim to make the app even more inclusive.



Part 1 – Profile of the respondents  
Number of responses 500
Age in years 21-55
Educational Qualification  
Matriculation 14.67%
Higher Secondary Education 32%
Higher Secondary Education 32.00%
Undergraduation 34.67%
Post Graduation 16.00%
Doctorate in Philosophy 2.67%
Organizational Type  
Private 40.67%
Central Government 14.00%
State Government 37.33%
Public Sector Undertaking 8.00%
Work Experience 0-8 years
Part 2 – Awareness and Use of UMANG App  
Number of responses 500
Number of people aware about UMANG App 450
Number of people not aware about UMANG app 50
Part 3 – UMANG App for students  
Number of responses 500
Number of males 255
Number of Females 245
Educational Qualification Pursuing Undergraduation
Science 84
Commerce 186
Arts 230
Part 2 – Awareness and Use of UMANG App  
Number of responses 500
Number of people aware about UMANG App 500
Number of people not aware about UMANG app 0
Number of students who found use of App Easy 500
Number of students who did not found use of App Easy 0
Number of students who faced technical issues while using the app 0
Number of students who did not face any technical issue 500
Part 3 – UMANG App for scholarship  
Total number of responses 500
Number of students who applied for scholarship through UMANG app 450
Number of students who did not applied for scholarship 50
Number of students who found it convenient while applying for scholarship 500
Part 4 – UMANG App for Training and Learning  
Total number of responses 500
Number of people who used the app for training and learning purpose 450
Number of people who do not use the app for training and learning purpose 50
Number of people who found it convenient to use the app 450
Part 5 – UMANG App for Testing and Examination  
Total number of responses 500
Number of people who used the app for testing and examination 410
Number of people who do not use the app for testing and examination 90
Number of people who experienced technical difficulties while applied for testing and examination 0
UMANG APP for Youth Skills and Employment  
Total number of responses 500
Number of people who used the app for Youth Skills and Employment 500
Number of people who found it convenient to use the app 500
UMANG App for Employment  
Total number of responses 500
Number of people who have used the app to claim Pension and Provident Fund 81
Number of people who find it convenient to use the app to claim Pension and Provident Fund 81
Number of people who found the service useful 81
UMANG App for Utilities and Bill Payments  
Total number of responses 150
Number of people who used the UMANG app for utilities and bill payments 291
Number of people who found it convenient and secure to use the app 291
Overall Ratings of UMANG Out of 150 respondents
0 0
1 20
2 30
3 57
4 288
5 105
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