The Delhi government is set to begin trial runs of an ambitious WhatsApp-based governance project next month, a move officials say could transform how citizens access public services by shifting to a largely faceless, digital model.

The initiative seeks to integrate multiple government services into a single WhatsApp interface, allowing residents to apply for key documents such as birth certificates and caste certificates, track applications and receive approvals without visiting government offices.

According to officials, the project has reached its final stages, with selected concessionaires already empanelled through a bidding process to operate the platform. The trial phase is expected to assess system reliability, response time and user experience before a wider rollout.

AI-Powered System For Round-The-Clock Access

At the core of the project will be AI-enabled chatbots supported by WhatsApp’s dynamic flow technology. These tools will guide users through application processes, send proactive notifications and deliver certificates digitally once approved.

Officials said the platform is designed to be simple, multilingual and accessible at all times, enabling residents to interact with government departments without navigating complex portals or paperwork. By automating routine interactions, authorities expect faster processing and reduced administrative burden on offices.

The system will also provide real-time updates on application status, helping applicants track progress without repeated follow-ups.

Nearly 50 Services In First Phase

In its initial rollout, the government plans to integrate around 50 services across departments. These include issuance of certificates, status enquiries and various citizen-centric services that typically require physical visits.

Authorities believe the platform will significantly cut footfall at government offices, ease congestion and improve transparency in service delivery timelines.

The Information Technology Department is leading the project, coordinating with different departments to standardise workflows and ensure seamless integration into the WhatsApp ecosystem.

Central Dashboard For Monitoring And Oversight

To manage the system effectively, a central dashboard will be created for real-time monitoring of requests and departmental responses. This will allow officials to track performance indicators, identify delays and intervene quickly when required.

Officials say the dashboard will enhance accountability by providing data on response times, pending cases and service outcomes across departments.

If successful, the WhatsApp governance model could mark a major shift in urban public service delivery, leveraging a widely used messaging platform to bridge the gap between citizens and government systems while advancing the push toward digital governance.

Authorities expect feedback from the trial phase to shape the final rollout, which could eventually expand to include additional services and more advanced digital features.

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