Maharashtra Chief Secy Rajesh Agarwal calls for AI, DigiLocker-driven citizen services
Synopsis
Maharashtra's top bureaucrat has sketched a future where AI agents respond to citizens' voice commands, DigiLocker profiles auto-deliver government schemes, and multiple apps become obsolete. The Second Right to Service Day was not just a felicitation event — it was a blueprint for the state's digital governance ambitions, backed by district-level data showing over 90% on-time service delivery in top-performing districts.
Key Takeaways
Maharashtra Chief Secretary Rajesh Agarwal on 29 April 2025 called for AI and DigiLocker-driven citizen service delivery at the Second Right to Service Day .
A 'Golden Data' citizen profile system is being developed to auto-deliver eligible government schemes via DigiLocker .
AI-based voice agents are planned to replace multiple government apps, with phased implementation expected in coming months.
Chhatrapati Sambhajinagar topped district rankings with 91.41% on-time service delivery; Hingoli , Ahilyanagar , and Beed followed.
Chief Commissioner Manu Kumar Srivastava urged officers to document innovations for replication across the state.
Maharashtra Chief Secretary Rajesh Agarwal on Tuesday, 29 April 2025, called for a decisive shift towards more accessible, faster, and transparent public service delivery, outlining plans to deploy AI-based agents, DigiLocker integration, and a 'Golden Data' citizen profile system across state departments. He was speaking at a programme jointly organised by the General Administration Department (GAD) and the Maharashtra State Commission for Right to Public Service on the occasion of the Second Right to Service Day in Mumbai.
Key Announcements by the Chief Secretary
Drawing inspiration from streamlined models such as passport services, Agarwal said efforts are underway to enhance digital coordination among various government departments. A new integrated system is being developed wherein, once results are declared, relevant information will automatically flow to different departments and generate reports within a short time.
He emphasised the need to strengthen G2G (Government-to-Government), G2C (Government-to-Citizen), and G2B (Government-to-Business) services, and stressed the urgency of transitioning away from traditional agent-based systems towards digital and AI-driven mechanisms.
Agarwal also presented the concept of creating a unified profile for every citizen through DigiLocker and a 'Golden Data' repository, so that eligible government schemes and services can be delivered to citizens automatically, without requiring them to apply separately.
AI Agents to Replace Multiple Apps
In a forward-looking statement, the Chief Secretary said that citizens will no longer need to navigate multiple applications in the future. "AI-based agents will identify citizens' needs through their voice, complete the required processes, and deliver outcomes," he said. The state government is reportedly working with various companies in this regard, and the system is expected to be implemented in phases in the coming months.
Commission's Call for Institutionalising Innovation
Chief Commissioner of the Maharashtra State Right to Service Commission, Manu Kumar Srivastava, in his presidential address, emphasised that innovative governance initiatives must be encouraged and institutionalised. He said that initiatives undertaken by individual officers should not remain limited to those individuals but must become part of the overall system, for which proper documentation is essential. Srivastava appealed to officers to prepare detailed reports of their initiatives and submit them to the Commission or concerned officials, enabling effective replication across other districts.
Top-Performing Districts Recognised
According to the government statement, Chhatrapati Sambhajinagar district secured the first position, with 91.41% of services delivered within the stipulated time under the leadership of former District Collector Dilip Swami and current Collector Vinay Goda. Hingoli district came second with 90.60% on-time delivery under Collector Rahul Gupta, while Ahilyanagar district secured third with 90.5% under Collector Pankaj Ashiya. Beed district also delivered notable performance at 90.13% under Collector Vivek Johnson. All four districts were specially recognised at the programme for implementing innovative initiatives to provide more accessible and faster services to citizens.
With phased implementation of AI-driven systems on the horizon, Maharashtra's governance reform push signals a broader ambition to make citizen-state interaction seamless and proactive rather than reactive.
Point of View
AI-assisted governance frameworks before, with uneven outcomes. The real test will be whether Maharashtra's 'Golden Data' model genuinely reduces the documentation burden on ordinary citizens or simply shifts complexity to the backend without fixing last-mile delivery. The district-level data — four districts crossing 90% on-time service delivery — is encouraging, but it also raises the question of why the remaining districts lag and what structural barriers persist. Without addressing those gaps, the AI layer risks becoming a showcase rather than a solution.
NationPress
1 May 2026
Frequently Asked Questions
What did Maharashtra Chief Secretary Rajesh Agarwal announce on Right to Service Day?
Agarwal called for AI-based agents, DigiLocker integration, and a 'Golden Data' citizen profile system to make public service delivery faster, more accessible, and transparent. He also stressed the need to move from agent-based systems to digital and AI-driven mechanisms for G2G, G2C, and G2B services.
What is the 'Golden Data' citizen profile system in Maharashtra?
It is a proposed system that would create a unified digital profile for every citizen using DigiLocker, enabling the government to automatically deliver eligible schemes and services without requiring citizens to apply separately. The system is currently under development.
How will AI agents change citizen services in Maharashtra?
According to Agarwal, AI-based agents will identify citizens' needs through their voice, complete required processes, and deliver outcomes — eliminating the need for citizens to use multiple government applications. The system is expected to roll out in phases in the coming months.
Which districts performed best in service delivery at the Second Right to Service Day?
Chhatrapati Sambhajinagar topped the rankings with 91.41% on-time service delivery, followed by Hingoli at 90.60%, Ahilyanagar at 90.5%, and Beed at 90.13%, according to the government statement.
What did Chief Commissioner Manu Kumar Srivastava say at the event?
Srivastava emphasised that innovative governance initiatives must be institutionalised and not remain limited to individual officers. He urged all officers to document their initiatives and submit reports to the Commission to enable replication of successful models across other districts.
