Redesigning Indian Digital Services: The Online-but-Not-Easier Trap

India has moved many public services online. But for citizens, “online” often still means more forms, repeated documents, confusing status updates, multiple portals and an eventual visit to the office. That is not digital transformation. It is paperwork on a screen. This video explores how India can redesign digital public services around one question: Did the citizen actually complete the task with less effort? Introducing the Citizen Effort Score—a practical way to measure visits avoided, documents eliminated, time spent, abandoned applications, correction loops, escalations and first-time resolution. The goal is not another government app. It is a better service journey: one case timeline, consent-based document reuse, plain-language support, assisted access and accountability for the final outcome. India does not need more online forms. India needs public services that make life easier. #DigitalIndia #EGovernance #ServiceDesign #CitizenExperience #BetterIndiaByDesign