The Government of Delhi is preparing to launch trial runs of its ambitious WhatsApp-based governance model next month, advancing its push toward faceless and paperless citizen services.
Under the plan, residents will be able to apply for key documents—including birth and caste certificates—track applications, and receive approvals directly within WhatsApp, without visiting government offices. Officials say nearly 50 services across departments have already been shortlisted for integration in the first phase.
According to senior authorities, the project has entered its final stages, with concessionaires empanelled through a bidding process. The platform will use AI-powered chatbots and dynamic workflows to guide applicants, send proactive notifications, and ensure round-the-clock availability.
The objective is twofold: simplify access for citizens and improve administrative efficiency. By digitizing requests and automating routing, the government expects to cut queues, reduce paperwork, and speed up service delivery timelines.
A centralized command dashboard is also being developed. This will allow departments to monitor requests in real time, flag delays, and maintain accountability across the system.
If successful, the initiative could become a template for urban digital governance—meeting citizens where they already are, on their phones. It signals a shift from portal-based services to conversational government, powered by automation, analytics, and instant communication.
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