Article Today, New Delhi:
The Delhi government is preparing to roll out a WhatsApp-based governance platform to deliver key public services. Officials say the initiative will allow citizens to obtain documents such as driving licences, marriage certificates, and caste certificates without visiting government offices. The project is aimed at saving time and making services more accessible.
How the System Works
The process will begin with citizens sending a simple message to a designated WhatsApp number. A chatbot, powered by artificial intelligence, will then guide users through filling forms, completing verification, and downloading certificates. The documents will be accessible through a QR code. The chatbot will function in both Hindi and English and also provide information, images, and videos about government schemes.
Range of Services
In the first phase, around 25 to 30 services will be offered on the platform. These include essential certificates such as marriage, caste, and driving licences. Over time, more services will be integrated, with plans to link the system to the existing e-District portal. This is expected to create a single access point for a wide range of citizen services.
Partnership with Meta
The Delhi government is developing the project in collaboration with Meta. The Information Technology Department has invited bids from WhatsApp Business Solution providers to design and implement the platform. Officials expect that the partnership will help deliver efficient digital services and strengthen the government’s digital governance framework.
Rollout Timeline
While no official launch date has been announced, officials said the services would be made available soon. For citizens without smartphones, common service centres will provide access to the same services at a nominal fee of Rs.50.
Ease of Access for Citizens
The initiative comes after the discontinuation of the earlier doorstep delivery scheme, which had led to long queues at government offices. Authorities believe that the WhatsApp platform will reduce such difficulties, while also ensuring transparency and efficiency. Officials added that the new system could bring significant improvements in service delivery for Delhi’s residents.
