Bhubaneswar, 07 March 2025: The Government of Odisha, in collaboration with Meta, has launched a Unified WhatsApp Chatbot to provide seamless access to 429 public services for over 45 million citizens. This initiative aims to simplify government service delivery by allowing people to obtain essential documents such as birth and income certificates, apply for licenses, and access welfare benefits through a single WhatsApp number. Odisha becomes the third state in India to adopt WhatsApp-based governance, following Andhra Pradesh and Maharashtra.
The Memorandum of Understanding (MoU) was signed at Lok Seva Bhavan in the presence of Chief Secretary Shri Manoj Ahuja, Development Commissioner-cum-Additional Chief Secretary Smt. Anu Garg, and other senior government officials. The Centre for Modernizing Government Initiative (CMGI) represented the Odisha government in signing the agreement with Meta India. Officials emphasized the government’s commitment to leveraging technology for last-mile service delivery, ensuring efficiency, transparency, and accessibility for all citizens.
The WhatsApp chatbot will integrate key public services, including essential certificates (birth, death, residence, and legal heir certificates), licenses (driving and fertilizer licenses), and incentive schemes (inter-caste marriage benefits, National Family Benefit Scheme, etc.). CMGI’s Executive Director Vineet Bharadwaj highlighted that WhatsApp offers a user-friendly platform, overcoming challenges posed by existing service access modes, such as offline visits, web portals, and mobile apps. By the end of 2025, all Odisha Right to Public Services Act (ORTPSA) services will be available through WhatsApp, ensuring ease of access via text and voice commands.
Ravi Garg, Director of Business Messaging at Meta India, expressed excitement about the collaboration, emphasizing WhatsApp’s role in simplifying citizen services. Similar initiatives in Andhra Pradesh and Maharashtra have successfully improved accessibility, with Maharashtra integrating e-Panchayat services and land records into its WhatsApp platform. Odisha’s adoption of this model reinforces the growing role of digital messaging platforms in governance.
Additionally, CMGI signed MoUs with the Centre for Youth and Social Development (CYSD) to support ORTPSA implementation. Tripartite agreements were also signed with CYSD, Gopabandhu Academy of Administration, Higher Education Department, and State Institute of Rural Development (SIRD) to enhance training, capacity building, and awareness programs for government officials, student volunteers, and rural representatives. The event concluded with a Vote of Thanks by Additional Secretary Shri Debabrata Mallick.
