It Doesn’t Feel Like a Government App

1 Year After Launch: Rethinking What a Government App Can Be

When we were approached to redevelop the KSEB mobile app, it wasn’t just another project—it was a responsibility.

A responsibility to modernize how 13.5 million people in Kerala manage their electricity. A chance to support digital governance through design that truly improves lives. And most importantly, an opportunity to change how people perceive public service apps.

Now, a year after its launch, the new KSEB app has become a reliable companion for millions. And while we were proud from day one, it’s the consistent feedback and real-world adoption that made us pause and reflect.

Not the First—But a Fresh Start

KSEB already had an Android app. But as technology and user expectations evolved, it became clear that a fresh, accessible, and modern experience was needed.

Our team rebuilt the frontend using React Native, enabling smooth performance across both Android and iOS—a crucial step toward inclusivity and reach. This move alone allowed KSEB to connect with a wider user base, without device limitations.

SEO and Design Challenges

KSEB already had an Android app. But as technology and user expectations evolved, it became clear that a fresh, accessible, and modern experience was needed.

“It Doesn’t Feel Like a Government App”

One of the most common reactions post-launch was:

“It doesn’t feel like a government app.”

To us, that meant a lot—Not because government apps are poor—in fact, there has been a major shift in the quality and usability of public digital platforms across India in recent years—but because expectations are finally catching up with reality.

People now expect government apps to be modern, smooth, and intuitive. And we’re proud to say the KSEB mobile app is helping lead that change.

The Rise of Third-Party Platforms

For a long time, platforms like PhonePe, GPay, and Paytm were the default choice for paying electricity bills in Kerala. Not because they were official, but because they worked better.

That also meant official systems were losing direct user touch, while private players monetized public services.

The revamped KSEB app changed that. It brought users back to the official platform, offering the same ease—but with added trust and full-service capability.

Designing with Everyone in Mind

We designed the app around one principle: keep it human.

From daily wage workers to senior citizens, the app needed to work for everyone. Our design priorities were:

A clean, minimal interface
Simple navigation with local relevance
Fast load times on all devices
Accessibility across Android and iOS

The app allows users to:

Pay electricity bills quickly
Track energy usage
Apply for new connections
Report outages
Register complaints
Get real-time alerts and reminders

It’s more than just a utility—it’s a dependable digital tool that users now trust.

A Work in Progress—with Strong Foundations

Like any large-scale app, the KSEB mobile app is still evolving. Some workflows are part of a longer journey toward complete native integration and frictionless experience.

But what exists today is a robust foundation. One that’s already reshaping how people view and interact with government digital platforms.

What It Took Behind the Scenes

This wasn’t a plug-and-play project.

From front-end development to close collaboration with KSEB’s internal teams, our focus was on performance, stability, and scalability.

We tested the app across a wide range of devices and network conditions to ensure it worked for everyone—from urban tech users to rural families on 3G connections.

The positive reviews and usage numbers post-launch made every challenge worth it.

Moments That Made Us Proud

Some highlights that stayed with me:

Seeing the app climb in Play Store ratings
Spotting it on users’ phones in public
Reading real user comments on how easy it was to use
Hearing a user say: “This makes me feel like the system is finally working for me.”

That’s the power of good design—quiet, helpful, and transformative.

What We Learned

This journey reinforced that true digital transformation is about people—not just code.

We learned to:

Listen to real user pain points
Prioritize accessibility, not just aesthetics
Move fast, test more, and always ask: “Does this make life easier?”

And personally, as a founder, I was reminded that public sector products deserve the same care and polish as any startup or private platform. Sometimes even more—because their impact touches millions.