Delhi Govt to Offer 50 Services Through Online Under the Governance Through WhatsApp Initiative

The Delhi government is moving towards faceless service delivery, enabling citizens to apply for and receive documents such as birth and caste certificates via WhatsApp, as per news reports.

Around 50 services across different departments have been identified to be brought under this initiative, allowing people to complete their applications without visiting offices.

What is the ‘Governance Through WhatsApp’ Initiative?

Under the ‘Governance Through WhatsApp’ project, services that are currently available online will be made accessible through WhatsApp using artificial intelligence (AI).

Citizens will interact with a bilingual chatbot in Hindi and English, which will guide them through:

• Applying for certificates and services
• Uploading necessary documents
• Paying required fees

This approach is designed to make government services simpler, faster, and more accessible, particularly for those who may find online portals complex.

Implementation and Monitoring

The project is being developed by the Information Technology Department, which previously managed doorstep delivery of government services in Delhi.

To ensure smooth functioning, a dashboard will be created to monitor and manage real-time interactions between applicants and various departments.

A tech company will be engaged by the government to design, deploy, and maintain the system, ensuring a seamless and secure user experience.

Benefits of Governance Through WhatsApp Initiative for Citizens

The WhatsApp-based system is expected to:

• Save time and effort by eliminating the need to visit government offices
• Increase accessibility for citizens who may not be familiar with traditional online portals
• Simplify documentation and payments with AI guidance
• Ensure transparency and real-time tracking of applications

Officials emphasized that the project is part of a larger push to digitize governance and improve citizen experience, making it easier for people to access essential services from anywhere.

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Conclusion

With the introduction of WhatsApp-based applications, the Delhi government aims to redefine public service delivery, making it faceless, faster, and more citizen-friendly. As AI chatbots guide users through applications for certificates and other documents, this initiative promises a modern, convenient, and efficient way to interact with government services.

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