In a significant move to enhance public service delivery, Odisha Government has collaboated with Meta to introduce a unified WhatsApp chatbot.
This innovative initiative aims to provide over 45 million residents with easy access to vital government services through a single WhatsApp number.
The Memorandum of Understanding (MoU) was signed at Lok Seva Bhavan in the presence of Chief Secretary Manoj Ahuja, Development Commissioner Smt. Anu Garg, and other senior officials. The Centre for Modernizing Government Initiative (CMGI) represented the Government of Odisha in this collaboration with Meta India.
The WhatsApp chatbot will integrate 429 government services, allowing citizens to obtain essential certificates such as Birth, Death, Legal Heir, Residence, and Income Certificates. Additionally, services like Driving and Fertilizer Licenses and various incentive schemes, including the National Family Benefits Scheme, will be accessible via the chatbot.
Chief Secretary Ahuja expressed the government’s commitment to delivering seamless public services and highlighted the role of technology in enhancing convenience and efficiency. Development Commissioner Smt. Garg emphasized the importance of accountability and simplicity in service delivery, expressing confidence in the chatbot’s ability to empower citizens.
Additional Chief Secretary Surendra Kumar stressed the need for governance reforms to ensure hassle-free service delivery. DG, GAA Mathivathanan, praised CMGI’s efforts and pledged support for training government officials.
Executive Director CMGI Vineet Bharadwaj noted the challenges in accessing public services and emphasized the user-friendly nature of WhatsApp as a solution. Ravi Garg, Director of Business Messaging at Meta in India, lauded the collaboration and the potential of WhatsApp to provide easy access to citizen services.
Meta has previously partnered with Andhra Pradesh and Maharashtra to implement similar WhatsApp-based citizen service delivery models, enhancing accessibility and efficiency in these states.
The event also saw the signing of additional MoUs with the Centre for Youth and Social Development (CYSD) to support the implementation of the Odisha Right to Public Service Act (ORTPSA) and build capacity among government officials and community representatives.
The ceremony concluded with a Vote of Thanks by Additional Secretary Debabrata Mallick, coordinated by Undersecretary to Chief Secretary Ansuman Rath and Project Coordinator CMGI, Pinaki Mohanty.
This collaboration marks a significant step towards modernizing public service delivery in Odisha, making essential services more accessible to its citizens.
