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Initially, 25-30 services, including marriage certificates, driving licences and caste certificates, will be offered on WhatsApp, with more to be added in the future
By sending a simple ‘Hi’ on WhatsApp, citizens can begin the process and will be guided to the relevant departments to apply for services. (Representative/AP)
In a major relief for Delhi residents, the government is set to launch a new platform called WhatsApp Governance, eliminating the need for visits to government offices for obtaining documents such as marriage certificates, driving licences, or caste certificates.
This innovative service will allow citizens to access various government services via WhatsApp on their phones, enabling them to apply from home, have documents verified, and download their certificates. It aims to eliminate the need to stand in long queues at government offices and streamline the process.
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No More Waiting In Long Queues
A senior official stated that WhatsApp Governance will enable Delhi residents to access numerous departmental services directly from their WhatsApp accounts without needing to download a separate app or visit government offices. This initiative promises to make services more accessible, transparent, and efficient.
According to a report in The Indian Express, the senior official said, “Through this service, citizens of Delhi can avail multi-departmental services from the convenience of their WhatsApp account, without the need for additional applications or physical visits to government offices, thereby improving accessibility, transparency, and governance efficiency.”
Previously, the Aam Aadmi Party government had introduced a doorstep delivery scheme offering over 30 services at home, which has been discontinued for the past year and is now being phased out.
“For the past year, people have struggled with long queues and touts just to get basic certificates. To ease this, the government is working to launch the ‘WhatsApp Governance’ initiative, using AI and modern technology to make public services more accessible,” another senior government official told The Indian Express.
The government is leveraging modern technology and Artificial Intelligence (AI) to launch WhatsApp Governance. Initially, 25-30 services will be available, including marriage certificates, driving licences, and caste certificates, with plans to expand the range of services in the future.
Easily Download Required Documents
“A dedicated mobile number will be launched for the platform. By sending a simple ‘Hi’ on WhatsApp, citizens can begin the process and will be guided to the relevant departments to apply for services and fill out forms. After verification, certificates can be downloaded directly on WhatsApp using a QR code,” an official explained.
According to The Indian Express, officials said the platform will also feature an AI-powered multilingual chatbot, initially available in Hindi and English, to improve user experience through automation and intent recognition. The chatbot will additionally share information on government schemes via text, images, and videos. A senior official added that the initiative is part of Delhi’s broader Digital Transformation Strategy to make public services smarter, more responsive, and available 24/7. It will first integrate with select key departments before expanding to all others, with services linked to the e-District Portal and other platforms for unified access.
Govt Plans Collaboration With Meta For Project
This initiative is part of the Delhi government’s digital transformation strategy, ensuring that government services are accessible round the clock. Initially, it will cover specific departments, with plans to integrate all departments eventually.
According to The Indian Express report, the Delhi government is likely to collaborate with Meta (formerly Facebook) for its upcoming WhatsApp-based e-governance platform. Officials said the IT department will soon invite bids from authorised WhatsApp Business Solution Providers (BSPs) and Meta partners to design, develop, and roll out the project. Its success, they added, will be assessed through citizen satisfaction levels and improvements in transparency.
To make the service accessible for those without smartphones or internet facilities, the government also plans to establish Common Service Centres (CSCs) across districts, where citizens can use e-district services for a nominal fee of Rs 50.
The report further noted that the AAP government’s earlier doorstep delivery scheme, which offered home access to over 30 government services, was discontinued in November 2023, though it was briefly extended until March 2024. A proposal for another extension was sent to the Cabinet ahead of the Lok Sabha elections, but it did not go through following the arrest of then Chief Minister Arvind Kejriwal in the excise policy case. The scheme’s helpline number, 1076, which had handled more than 1.4 lakh calls in 2023, has since been deactivated, officials said.
- Location :
Delhi, India, India
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