Digital Public Infrastructure (DPI) is becoming a crucial part of India’s governance and delivery of public services. The rapid digitalization of the country has made Digital Public Infrastructure more than just services - but a part of the routine of the citizens. This study attempts to capture the user experience of the systems and the factors that influence their trust, awareness, satisfaction, and the friction points they experience in the day-to-day use of these systems. The study reveals that DPI adoption is widespread across all age groups, with education and technological exposure directly influencing usage frequency. Higher trust and cyber security awareness further enhance utilization; however, despite growing awareness, regular use remains limited due to barriers like poor internet connectivity and fraud risks. DPI in India is transitioning from being considered an “option” to an “absolute necessity.” The challenge is not just to expand access, but to improve reliability, security, and user confidence to ensure inclusive and sustained digitizing.
Gidwani et al. (Sun,) studied this question.