Bhubaneswar, March 07: The Odisha government and Meta have collaborated to launch a unified WhatsApp chatbot that will offer all public services to more than 45 million people in the state.
Through this chatbot, citizens will be able to access vital government services like obtaining birth and income certificates, applying for driving and fertilizer licenses, and accessing incentives such as the national family benefit scheme, all through a single WhatsApp number.
The MoU signing took place at Lok Seva Bhavan in presence of Chief Secretary Manoj Ahuja, Development Commissioner Anu Garg, Additional Chief Secretary Surendra Kumar, Director General, Gopabandhu Academy of Administration G. Mathivathanan, Higher Education Secretary Aravind Agrawal and former Information Commissioner and Mentor, CYSD Jagadananda.
The Centre for Modernizing Government Initiative (CMGI) signed the MoU on behalf of Government of Odisha with Meta India.
The Unified WhatsApp Chatbot will integrate 429 government services into a single WhatsApp number, enabling citizens to access critical services like essential certificates -birth, death, legal heir, residence, and income certificates, licenses and incentive schemes including inter-caste marriage benefits, national family benefit.
Speaking on the occasion, Chief Secretary Ahuja, said "The Government of Odisha is committed to delivering seamless public services, ensuring that every citizen experiences convenience and efficiency at the last mile. This commitment is underscored by our investment in technology and training, aiming to eliminate bureaucratic hurdles and enhance overall accessibility."
Development Commissioner Garg spoke about the government’s commitment to ensuring last-mile public service delivery. She talked about accountability and simplicity in service delivery, she was confident that people would avail services and will empower them with ease through the Unified WhatsApp BOT.
Additional Chief Secretary GA & PG Department Surendra Kumar highlighted the need for governance reforms to ensure hassle-free service delivery. He emphasized the simplification of processes and the positive role of technology in making services more accessible.
DG, GAA Mathivathanan lauded the efforts of the CMGI for this initiative of bringing governance at finger tips of citizens. Further he committed that GAA will extend all necessary support towards training and capacity building of Government officials for timely delivery of ORTPSA services.
Executive Director CMGI Vineet Bharadwaj said, “Ease of access to public services is still a challenge in Odisha. Currently, there are four modes of accessing any public service in Odisha - visiting the concerned office (offline mode), accessing the web portal of the concerned department/office, accessing the specific mobile app of that particular service, or through assisted service (by visiting a Common Service Center). Recognizing the need for a more user-friendly and accessible mode for public service delivery, we believe that WhatsApp will enable citizens to avail the desired services on one single platform through a single number, enabling swift and convenient access to services. We aim to deliver all public services notified under ORTPSA through WhatsApp by the end of 2025, enabling citizens to access them through text and voice."
Ravi Garg, Director, Business Messaging, Meta in India, said “The ease and simplicity of WhatsApp makes it a preferred choice for people to get things done from connecting with friends and family to booking tickets, paying bills and accessing public services. We are thrilled to partner with the Government of Odisha and bring the power and reach of WhatsApp to millions of people in the state, giving them easy access to citizen services at their fingertips.”
Meta has partnered with the governments of Andhra Pradesh and Maharashtra to introduce WhatsApp-based citizen service delivery models, aimed at enhancing accessibility and efficiency. Andhra Pradesh has recently launched its WhatsAppchatbot for government schemes, bill payments, and certificates, while Maharashtra has integrated services like e-Panchayat and land records, ensuring a faster, paperless experience for citizens.
On this occasion, an MoU was also signed between CMGI and Centre for Youth and Social Development (CYSD) for on-boarding as the Resource Support Agency for implementation of Odisha Right to Public Service Act (ORTPSA) in the state. Further, tripartite MoUs were signed between CMGI, CYSD and Gopabandhu Academy of Administration towards planned capacity building programmes for government officials, CMGI, CYSD and Higher Education Department towards involvement of NSS Student Volunteers for campaign and awareness on ORTPSA and CMGI, CYSD and State Institute of Rural Development (SIRD) for capacity building of PRI Members and Community Representatives.
