By Vijaypal | Correspondent

New Delhi: In a significant push towards digital transformation, the Government of Delhi is set to launch a WhatsApp-based Smart Governance platform on a pilot basis in early March. The initiative aims to make public services more accessible, faster, and transparent for citizens across the national capital.


Officials confirmed that preparations are in the final stage, with select departments — including the Revenue Department — expected to roll out key services during the trial phase.


Administrative Approval Accelerated the Process
The project received administrative clearance from the IT Minister on September 15, 2025, after which the tendering process was initiated. Authorities state that most procedural formalities have now been completed, and the trial is likely to begin in the first week of March.


24×7 Digital Interface for Citizens
The initiative seeks to integrate major e-governance services directly with WhatsApp, offering residents a seamless, round-the-clock digital interface.


Key Features of the Platform
AI-powered chatbot to handle service requests
Digital certificate delivery with proactive notifications
Document upload, application filing, and real-time status tracking
Secure digital payments via UPI, WhatsApp Pay, debit/credit cards, and net banking
OCR and AI-based document verification for faster processing


The move is expected to eliminate the need for citizens to navigate multiple websites or visit government offices for routine services.

Over 50 Services to Be Integrated
Once fully implemented, the platform will allow residents to:
Apply for birth and caste certificates
Pay property tax
Track welfare schemes
Access various departmental services
— all directly through WhatsApp.


Bilingual Rollout and Verified Accounts
The chatbot will initially function in Hindi and English, with additional languages planned in later phases.
Each department will operate through a verified WhatsApp Business account, ensuring authenticity and trust. Citizens will be required to opt in for notifications via missed call, message, email, or QR code — safeguarding user consent and data privacy.
Officials have also clarified that government messages will be categorized as service communication to prevent them from being flagged as promotional content.


A Milestone in ‘Digital Delhi’ Vision
Experts believe this initiative could become a milestone in delivering transparent, citizen-centric governance. If the pilot proves successful, the model may serve as a blueprint for other states aiming to digitize public service delivery at scale.
The March rollout, analysts say, signals Delhi’s ambitious step toward building a more responsive and technology-driven governance ecosystem.