New Delhi: Delhi govt is preparing to launch trial runs of its WhatsApp-based governance platform in early March, aiming to make public services more accessible and responsive. Officials said preparations are in the final stages, and the revenue department—along with a few other departments—will begin offering select services during the pilot phase.
"The administrative approval for WhatsApp-based governance was issued by the IT minister on Sept 15, 2025. The tender was floated soon after, and the related processes are now close to completion. We plan to begin trial runs in early March," said an official.
The initiative aims to integrate key e-services with WhatsApp to offer a seamless, 24×7 digital interface. "AI-enabled chatbots and WhatsApp dynamic flows will handle service requests, proactive notifications and certificate delivery, making the system simple and user-friendly. This will reduce the need for citizens to visit government offices," the official added.
Once fully operational, residents will be able to apply for birth and caste certificates, pay property tax, track welfare scheme applications and avail nearly 50 public services directly through WhatsApp. The project, titled ‘Governance through WhatsApp', will consolidate services currently scattered across the e-District and departmental portals into a single AI-enabled chatbot.
Through the platform, users will be able to submit applications, upload documents, make payments and receive real-time status updates without navigating multiple websites. The IT department has drawn up the blueprint and the selected technology partner will design the interactive workflows.
The chatbot will initially support Hindi and English, with more languages planned later. It will integrate with govt databases and authentication systems, enabling secure transactions through UPI, WhatsApp Payments, credit and debit cards and net banking. Every transaction will generate an automated receipt, supported by fraud-control safeguards.
To streamline documentation, the platform will use optical character recognition and AI-based scanning tools to read documents, auto-fill forms and speed up verification. Citizens will also receive reminders, confirmations and push notifications.
Each participating department will operate a verified WhatsApp Business account to share scheme information, videos and images, and respond to citizen queries. An opt-in drive—using missed calls, messages, emails and QR codes—is planned to obtain user consent for notifications.
Govt also plans to ensure that official messages are categorised as service communications so they are not flagged as promotional content.
Alok K N Mishra is a New Delhi–based journalist with The Times of...
Read MoreAlok K N Mishra is a New Delhi–based journalist with The Times of India. He has a deep interest in politics and in exploring how governance can be made to work better for the middle class and the poor. He also enjoys analyzing and predicting national political trends.
Read Less
Start a Conversation
Post comment