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India’s journey toward becoming a digital, secure, and inclusive economy has been accelerated by the Digital India mission. This initiative has transformed government service delivery, making it faster, more accessible, and citizen-focused.
In a recent Analytics Insight podcast hosted by Priya Dialani, Shikhar Aggarwal, Joint Managing Director of BLS International, shared insights into how technology is revolutionizing government-to-citizen (G2C) services.
Founded in 2005, BLS International has become a global leader in technology-driven government and citizen services. Operating across 70 countries and partnering with more than 46 governments, the company manages services ranging from visa and passport processing to biometric and e-governance support.
With over 360 million applications processed, BLS stands as the only publicly listed company in its sector, trusted for secure and scalable solutions.
Shikhar Aggarwal’s leadership journey reflects a blend of finance, strategy, and international exposure. A graduate of Delhi University with experience at Grant Thornton, he joined BLS International in 2014
Since then, he has focused on global expansion, operational excellence, and governance. His vision emphasizes secure, smooth, and trustworthy experiences, shaped by his diverse studies, global travels, and hands-on leadership.
G2C services encompass areas such as visa processing, consular services, and passport renewals. Mr. Aggarwal explained that, while these were once managed through physical counters, the rise of AI, biometrics, and automation has made services faster, safer, and more inclusive.
Following the pandemic, the scope has expanded to include banking and financial services, with governments seeking cost-effective, technology-enabled solutions.
BLS International leverages AI-powered OCR, facial biometrics, liveness detection, and multilingual chatbots to deliver seamless and secure experiences.
By integrating APIs with government systems and using automation for document checks and fraud prevention, BLS ensures efficiency and integrity. Mr. Aggarwal noted that while governments are cautious, they increasingly embrace digital solutions such as biometric verification and digital visas.
Handling sensitive citizen data demands strict compliance. Mr. Aggarwal emphasized the principle of “privacy by design,” embedding strong encryption, governance frameworks, and transparent data usage into every platform. This approach ensures that personalization never compromises trust or security.
Looking ahead, Mr. Aggarwal predicted that AI and automation will remain central to delivering services to growing populations.
With the increased use of biometrics, instant verification, and cross-border integrations, BLS International aims to expand through its subsidiary, BLS e-services, by bridging service gaps and promoting financial inclusion at the grassroots level.
The podcast concluded with Mr. Aggarwal’s vision of citizen-centric governance, where government systems adapt to citizens’ needs. By combining advanced technology with citizen-focused design, BLS International is setting benchmarks for G2C service delivery worldwide.
