the Government of Odisha 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 critical government services like obtaining Birth and Income Certificates, applying for Driving and Fertilizer Licenses, and accessing incentives such as the National Family Benefits
Scheme, all through a single WhatsApp number.
The MoU signing took place at Lok Seva Bhavan in presence of Chief Secretary Odisha
Manoj Ahuja, Development Commissioner Odisha Anu Garg, Addl. Chief Secretary GA&PG
Department Surendra Kumar, Director General Gopabandhu Academy of Administration G.
Mathivathanan, Commissoner cum Secretary Higher Education 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 viz.
Birth, Death, Legal Heir, Residence, and Income Certificates, Licenses viz. Driving License,
Fertilizer License etc. and Incentive schemes viz. Inter-caste marriage benefits, National
Family Benefit Scheme, and more.
Speaking on the occasion, Chief Secretary Odisha Manoj 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 Anu Garg spoke about the government’s commitment to
ensuring last-mile public service delivery. She talked about accountability and simplicity in service delivery and was confident that people would avail services 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 simplificationof processes and the positive role of technology in making services more accessible.
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). 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 WhatsApp chatbot 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.
