Gov Service Patterns

Government Service Patterns (UX4G)

Overview

UX4G ships 78 documented patterns across 9 families, covering 209 distinct screen states, for Indian government citizen services. This is the part of UX4G worth the most, because the hard problem in government UX is not the button — it is the failure, expiry, lockout and partial-completion states that a citizen actually hits.

Extracted from doc.ux4g.gov.in/web/llms/patterns/ on 30 Jul 2026. Every pattern document carries full HTML, React JSX and Angular markup for every state.

Core principle: in a government service the citizen usually has no alternative provider and often no second chance that day. Design the unhappy path first. These patterns are valuable mainly as a checklist of states you would otherwise forget.

The 9 families

Full per-pattern state lists → pattern-catalog.md

To get the markup for any pattern:

https://doc.ux4g.gov.in/web/llms/patterns/<file>.md

Each has three layouts: Column, Full Screen, and Card.

The states people forget

This is the real payload. Taken from the documented state lists:

Identity & Access

Aadhaar Authentication documents 11 states, and the ones teams miss are all at the end:

• Face Authentication · Number Entry · OTP with active timer
• Error — Authentication Failed
• Account Locked
• Operator-Assisted Authentication — someone at a counter doing it for a citizen who can't
• Session Expiring — Warning → Session Expiring Soon — Critical → Session Ended (three distinct states, not one)

OTP Verification documents attempt-level granularity:

• Error — Incorrect OTP (Attempt 1) and Error — Incorrect OTP (Last Attempt) are different screens. Tell the citizen how many tries remain before the last one.
• OTP Expired — Resend Available is separate from an incorrect OTP.
• Locked — Too Many Attempts needs a route out, not a dead end.

Application & Submission

• Save & Resume — 35 states across this family exist largely because government forms are long and sessions die. A citizen who loses a half-filled form loses a day.
• Check Eligibility before the form, not after — the largest document in the whole corpus (1.5 MB) is eligibility checking.
• Submission Acknowledgement must carry a reference number the citizen can quote.

Payment & Transactions

• Payment Redirect and Payment Failed are mandatory states, not edge cases. Fee payment goes out to a PG and comes back; the citizen must never be left unsure whether money left their account.
• Fee Waived exists as a first-class state — many government services are free for some applicants.

Status & Tracking

• Separate Application Tracker and Grievance Tracker. A grievance about a delayed application is a different object from the application.
• Pair with the sla-progress-indicator component — a government service usually promises a statutory deadline, and showing it is the point.

Consent & Declaration

• Consent History, Manage Data Sharing Consents and Withdraw Consent are all documented. Consent that cannot be reviewed or withdrawn is not consent — and this is where DPDP Act expectations land.

Accessibility obligations these flows trigger

Government service flows hit the WCAG criteria with real teeth in India. The ones that bite specifically in these patterns:

An OTP screen with a countdown and no role="status", no way to extend, and a hard lockout fails 2.2.1, 4.1.3 and arguably 3.3.4 at once.

India-specific components these patterns use

From ux4g-design-system:

aadhaar-input · pan-card-input · otp-input · biometric-capture · sla-progress-indicator · status-pipeline / vertical-status-pipeline · draft-status-banner · time-slot / slot-grid · result-list-row · stepper · file-upload

Applying these well

1. Start from the state list, not the happy path. Open the pattern in pattern-catalog.md, take its documented states as your minimum screen inventory, and justify any you drop.
2. Never machine-translate a legal declaration or consent text. Get the authoritative translation, or show the source language and say so.
3. Aadhaar data is sensitive. Never log a full Aadhaar number, never put it in a URL or query string, mask on display, and prefer a virtual ID or token where the service allows it. Collect it only where there is statutory basis.
4. Assume the citizen is on a slow phone, possibly assisted by an operator at a CSC. The Operator-Assisted Authentication state exists because that is a real channel.
5. Reference numbers everywhere. Any acknowledgement, failure or grievance needs an ID the citizen can read out over a phone.
6. The three-stage session expiry is the pattern to copy. Warning → critical → ended, with a way to extend before the end.

Common mistakes

Related skills

• ux4g-design-system — the components and tokens these patterns are built from
• dbim-brand-identity — the GoI visual identity these flows must carry
• indian-gov-web-ui — GIGW 3.0 page requirements and India's WCAG legal exposure

Reference files

• pattern-catalog.md — all 78 patterns, 209 states, grouped by family, with source filenames