Odisha Government Partners with Meta to Introduce WhatsApp Chatbot for Public Services

Bhubaneswar, March 8 (NationPress) The Odisha government, in partnership with Meta, the prominent technology firm from the US, is set to unveil a comprehensive WhatsApp Chatbot aimed at providing citizens across the state with easy access to a variety of government services.

The memorandum of understanding (MoU) was signed by the Centre for Modernising Government Initiative (CMGI) of the state General Administration department on behalf of the Odisha government with Meta India at Lok Seva Bhavan here on Friday.

According to a government press release, "This Chatbot will empower citizens to access essential government services, such as acquiring birth and income certificates, applying for driving and fertilizer licenses, and obtaining benefits from schemes like the National Family Benefits Scheme, all through a single WhatsApp number."

The state administration also highlighted that the Unified WhatsApp Chatbot will consolidate 429 government services into one WhatsApp number, allowing residents to access critical services, including Essential Certificates such as birth, death, legal heir, residence, and income certificates, as well as licenses including driving and fertilizer licenses, and incentives like inter-caste marriage benefits and the National Family Benefit Scheme.

Odisha Chief Secretary Manoj Ahuja stated, "Our government is dedicated to providing seamless public services, ensuring every citizen experiences convenience and efficiency at the last mile. Our commitment is demonstrated through our investment in technology and training, aimed at removing bureaucratic obstacles and enhancing overall accessibility."

CMGI Executive Director Vineet Bharadwaj mentioned that accessing public services remains a challenge in Odisha.

Bharadwaj further explained that there are currently four methods to access any public service in Odisha: visiting the relevant office (offline), using the web portal of the concerned department/office, utilizing the specific mobile application for that service, or through assisted service at a Common Service Centre.

"Recognizing the necessity for a more user-friendly and accessible mode of public service delivery, we believe WhatsApp will allow citizens to conveniently access desired services on a single platform through one number, facilitating quick and easy access to services. Our goal is to provide all public services outlined under ORTPSA (The Odisha Right To Public Services Act) through WhatsApp by the end of 2025, enabling citizens to access them via text and voice," he stated.

During the event, Ravi Garg, Director of Business Messaging at Meta in India, expressed, "We are excited to collaborate with the Odisha government to bring the power and reach of WhatsApp to millions of residents in the state, granting them straightforward access to citizen services at their fingertips."

With the signing of the MoU with Meta on Friday, Odisha becomes the third state in the country, alongside Andhra Pradesh and Maharashtra, to introduce a WhatsApp-based citizen service delivery model to embrace WhatsApp governance.