Odisha Govt Collaborates with Meta to Launch Unified WhatsApp Chatbot for Public Services

Bhubaneswar: To enhance public service accessibility, the Government of Odisha has partnered with Meta to launch a unified WhatsApp chatbot. This platform will provide easy access to a wide range of government services for over 45 million residents of the state. The new initiative, designed to streamline and simplify the process of obtaining vital government services, was officially launched today.

The Memorandum of Understanding (MoU) was signed at Lok Seva Bhavan in the presence of Manoj Ahuja, Chief Secretary of Odisha; Anu Garg, Development Commissioner-cum-Additional Chief Secretary; Surendra Kumar, Additional Chief Secretary, GA & PG Department; and other senior officials. The MoU was signed between Centre for Modernizing Government Initiative (CMGI) on behalf of the Government of Odisha and Meta India.

Seamless Access to Essential Services Through WhatsApp

The unified chatbot will integrate 429 government services, making it easier for citizens to access critical services such as Birth Certificates, Income Certificates, Driving Licenses, Fertilizer Licenses, and benefit schemes like National Family Benefit Scheme and Inter-caste Marriage Benefits all through a single WhatsApp number.

Speaking on the occasion, Manoj Ahuja, Chief Secretary, Odisha, emphasized the government’s commitment to seamless service delivery. He said, “This initiative marks a crucial step in making public services more accessible, efficient, and citizen-centric, allowing Odisha’s residents to access services with ease, reducing bureaucratic hurdles.”

A Major Step Towards Inclusive Governance

Anu Garg, the Development Commissioner, praised the initiative for being inclusive and emphasized that technology would play a key role in providing better governance. “This initiative will greatly empower the people of Odisha, particularly in rural areas, enabling them to access critical services from the comfort of their homes,” she said.

Vineet Bharadwaj, Executive Director, CMGI, explained that WhatsApp was chosen as the platform due to its wide popularity and ease of use. “While there were existing methods for accessing government services, including offline modes, portals, and mobile apps, WhatsApp provides a simpler, more user-friendly option for citizens. By the end of 2025, we aim to deliver all public services notified under the Odisha Right to Public Service Act (ORTPSA) via WhatsApp.”

Empowering Citizens through Technology

The initiative aims to tackle the challenges of accessibility that rural and urban residents face in availing public services. Ravi Garg, Director, Business Messaging, Meta in India, expressed enthusiasm about the collaboration. He said, “WhatsApp’s simplicity and wide use make it the ideal platform for this initiative. We’re excited to help the Government of Odisha enhance the delivery of services to millions of people.”

This development follows similar initiatives in states like Andhra Pradesh and Maharashtra, where Meta has supported the introduction of WhatsApp-based service delivery platforms. These states have successfully implemented WhatsApp chatbots for schemes, bill payments, and certificates, demonstrating the potential of this approach.

Expanding Public Service Reach through Collaboration

An additional MoU was signed between CMGI and Centre for Youth and Social Development (CYSD) to facilitate the implementation of Odisha’s Right to Public Service Act (ORTPSA). Further agreements were signed with the Gopabandhu Academy of Administration (GAA), Higher Education Department, and the State Institute of Rural Development (SIRD) for capacity-building programs aimed at government officials, students, and Panchayat Raj Institution members.

The event concluded with a Vote of Thanks by Debabrata Mallick, Additional Secretary, GA & PG Department, and was coordinated by Ansuman Rath, Under Secretary to Chief Secretary, and Pinaki Mohanty, Project Coordinator, CMGI.