KINZANG DORJI TSHERING
Thimphu
hutan has taken a significant leap forward in its journey toward secure, inclusive digital governance with the introduction of four major upgrades to the National Digital Identity (NDI) wallet.
Announced this week by Bhutan NDI in collaboration with the GovTech Agency, the new features are designed to strengthen identity security, improve service delivery, and reduce the risk of fraud and impersonation across digital transactions.
More than 337,000 users are currently registered on the Bhutan NDI app, and officials expect this number to rise steadily as digital public services expand in reach and functionality.
The newly rolled-out features—biometric liveness verification, in-app One-Time Password (OTP), image-based verifiable credentials, and secure peer-to-peer chat—are described by GovTech as transformative for both citizens and service providers.
A flagship upgrade is the biometric liveness verification feature. This technology uses facial recognition and cross-matches with Bhutan’s national biometric database, maintained by the Department of Civil Registration and Census (DCRC), to confirm that a user is physically present during sensitive transactions.
This means that services such as pension collection, online voting, property transfers, and high-value fund transfers can now be conducted securely from mobile devices without in-person verification.
“I used to worry that someone could use my CID or photo to do things in my name. Now with the live face check, I feel much safer when using the app,” said Kinley Chhimi, a 24-year-old civil servant in Thimphu.
The biometric upgrade is expected to significantly reduce impersonation attempts while supporting a shift toward online processing of public services.
Officials note that the system is designed with privacy in mind—biometric images are not permanently stored and are used only for one-time authentication during the verification process.
Another feature generating strong feedback is the transition from traditional SMS-based OTPs to in-app OTPs. Unlike SMS messages, which can be delayed or intercepted, the new method generates a time-sensitive code directly inside the NDI wallet.
This adds a new layer of authentication that ties transactions to the verified wallet holder, not just the phone number, helping to combat SIM-swap fraud and unauthorized access.
“Before, I had to wait for the OTP message to come. Sometimes it didn’t arrive at all. Now I just open the app and it’s there. It’s much faster,” said Tashi Wangdi.
This change is particularly important in Bhutan’s rural and border areas, where mobile network reliability can vary. The in-app OTP feature also supports offline functionality in areas with weak internet, allowing users to proceed with critical tasks without connectivity concerns.
The NDI wallet now also offers users the ability to carry image-based verifiable credentials. These digital credentials replicate traditional ID cards but are cryptographically secure and accepted for a growing number of services.
From banking and passport applications to event access and licensing, users can now present image IDs directly from their phones—streamlining workflows and reducing paperwork.
“I recently opened a bank account using my NDI wallet. I didn’t have to submit photocopies or visit the branch. The staff just checked the image ID on the app. It was so easy,” shared Sonam Choden, a college student in Thimphu.
The image-based credential also enables real-time verification by law enforcement or event staff, without compromising sensitive personal information.
The system supports privacy-preserving authentication—where users can confirm eligibility or access rights without disclosing their full identity—offering a flexible solution for modern regulatory needs.
The final new feature is a secure, encrypted peer-to-peer chat system built into the NDI wallet. Unlike popular third-party messaging apps, this feature is integrated into Bhutan’s national digital infrastructure and adheres to local legal standards.
Users can also engage in official, secure communication with government agencies, banks, and businesses directly through the NDI wallet.
According to officials, this will reduce the use of unregulated apps for sensitive communication and help preserve Bhutan’s digital sovereignty by keeping data within national infrastructure.
Each message is tied to a verified digital identity and is protected by strong end-to-end encryption.
“These capabilities are a crucial step toward realizing our vision of a technologically advanced Bhutan,” said Jigme Tenzing, Secretary of the GovTech Agency.
He added that by empowering our citizens and institutions to thrive in an increasingly digital world, we are taking meaningful steps to advance His Majesty’s vision for a future-ready nation—where technology enhances trust, transparency, and opportunity for all.
Jacques von Benecke, CEO of Bhutan NDI, emphasized the design philosophy behind the upgrades.
“We’ve built these features with privacy, scalability, and user trust at the core. Leveraging the national biometric database, cryptographic protocols, and secure digital wallet architecture. It’s a leap forward for both our technology and our nation,” he said.
Bhutan’s NDI system has gained international attention for its user-controlled, decentralized approach to identity. Unlike centralized ID systems in many countries, Bhutan’s model ensures that users maintain ownership over their personal data, granting access only when required.
This structure allows for secure, consent-based sharing of credentials without relying on paper documents or external databases.
In recent months, the platform has been used to issue digital documents ranging from COVID-19 vaccination records to university transcripts.
Government agencies, banks, and telecoms have already integrated NDI into their customer on boarding and KYC processes.
In 2024, Bhutan became the first country to join the Global Acceptance Network, increasing the system’s future interoperability for cross-border services.
Despite these achievements, officials acknowledge that gaps remain. Smartphone access and digital literacy in remote areas continue to pose challenges.
To address this, the government has initiated outreach through gewog offices, trained village coordinators, and partnerships with Bhutan Post to help citizens register and use the wallet. Offline-first design and minimal data usage have also helped increase adoption in rural pockets.
Future plans for the NDI wallet include integration with digital taxation, land registration, and travel documentation. Developers are also exploring multilingual interfaces, additional visual aids, and voice-based authentication to make the system even more inclusive.
With improved verification, communication, and control over personal identity, the upgraded NDI wallet is expected to save time and costs across the public and private sectors.
Officials project that digital processing of citizen services will reduce administrative burdens by up to 60 percent over the next three years, while helping to prevent fraud, corruption, and resource leakage.
Users are advised to update their NDI wallets through the Apple App Store or Google Play to access the new features. Technical support and user guides are available through local ICT offices and the Bhutan NDI helpdesk.
In the broader context, this development is more than a technological shift—it reflects a growing confidence in Bhutan’s ability to shape its digital destiny.
As Kinley Chhimi noted, “It’s not just a tool. It’s a way of building trust, without standing in a line or filling out forms. I think this is what good technology should feel like.”
