Delhi government wants to provide marriage to caste certificates through ‘WhatsApp governance’. Here’s how

“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,” said a senior official.

The previous AAP government had launched a similar “doorstep delivery” scheme, which provided access to more than 30 services — across government departments — from the convenience of a person’s home. The Indian Express reported in June that the scheme, which has been inactive for over a year, is likely to be discontinued soon.

“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,” said a senior government official.

The new project aims to strengthen citizen service delivery by integrating key services with the WhatsApp platform using its API and Generative AI (Gen AI) capabilities, a senior official said.

How will it work?

Officials said initially, 25-30 services available on the district portal and other departments will be added to the WhatsApp governance platform. More services will be added gradually.

They explained: “A dedicated mobile number will be generated for the platform. Citizens can send a ‘Hi’ to the number on WhatsApp to begin the process. They will be directed to different departments where they can apply for a service and fill out forms. Following a verification process, the certificates can be downloaded from WhatsApp through a QR code.”

The platform will also feature an AI-powered multilingual chatbot — initially in Hindi and English — for improved user experience, service automation, and intent recognition. It will also be used to share information about departmental schemes via text messages, images, and videos to the public, said officials. “This is part of Delhi’s broader Digital Transformation Strategy to make public services more intuitive, responsive, and available 24×7. Initially, the platform will integrate with key departments and later expand across all others. Services will also be linked with Delhi’s e-District Portal and other platforms for unified access,” said the official.

Officials said the government is also likely to rope in Meta (formerly Facebook) for the project. Officials said the IT department, which is working on this project, will invite bids from qualified WhatsApp Business Solution Providers (BSPs) and Meta partners to design, develop and implement the “WhatsApp-based e-Governance platform”.

The success of this project will be measured by citizen satisfaction and transparency in governance, added officials.

To ensure inclusivity, especially for those who don’t know how to use WhatsApp and who don’t have smartphones or internet access, the government plans to set up Common Service Centres (CSCs) across all districts. Citizens can visit any CSC to access e-district services for a nominal fee of Rs 50, said officials.

The AAP’s doorstep delivery scheme ended in November 2023 and was extended until March 31, 2024. A proposal for further extension from the Administrative Reforms Department was sent to the Cabinet ahead of the Lok Sabha polls. However, the scheme was never extended as the then Chief Minister Arvind Kejriwal was arrested in the excise policy case.

The scheme’s helpline number, 1076 — which had logged over 1.4 lakh calls in 2023 — has since gone inactive, officials said.

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