AI-powered platform to enable applications, document submission, payments and tracking without separate apps
SRINAGAR, SEPT 29: Jammu & Kashmir is set to offer 100 high-footfall government services through WhatsApp as part of a new AI-powered conversational platform aimed at making public services more accessible and reducing the need for citizens to visit government offices.
The initiative was reviewed by Chief Secretary Atal Dulloo at a high-level meeting with Administrative Secretaries and senior officials on Monday, where preparedness for the early rollout of the proposed platform was assessed.
The platform will allow citizens to apply for government services, submit documents, track applications, make payments and receive official communications through WhatsApp, without having to download separate applications or navigate multiple government portals.
The first phase will cover 100 frequently accessed services selected from the 1,710 e-services currently available in Jammu & Kashmir through platforms including e-UNNAT, ServicePlus and Revenue Plus.
The proposed Multi-Channel Conversational Messaging API Solution will use Generative Artificial Intelligence (GenAI) to provide an integrated, multilingual and interactive interface for accessing government services.
Services to include certificates, land records and transport facilities
Among the services identified for the first phase are issuance of Income, Domicile, Caste, EWS and RBA certificates, along with access to land records including Fard, Girdawari, Jamabandi and Mutation under the Revenue Department.
Transport-related services proposed for integration include issuance and renewal of driving licences, vehicle ownership transfers, payment of e-Challans and e-auctions for fancy vehicle numbers.
Under the Housing and Urban Development Department, citizens will be able to access services related to Birth and Death certificates, commercial establishment NOCs and building construction permissions.
The platform will also provide access to selected social welfare schemes, including Ladli Beti, marriage assistance and post-matric and merit-cum-means scholarships.
Other services identified for integration include electricity and water bill payments, ration card modifications, agricultural schemes under the Holistic Agriculture Development Programme (HADP), JKSSB registrations and pilgrimage-related services.
Multilingual access, single registration proposed
According to the IT Department, the platform will provide support in Urdu, Hindi and English to facilitate wider access across Jammu & Kashmir.
It will also feature one-time registration and Single Sign-On (SSO), allowing citizens to avoid repeatedly entering their personal details while accessing different government services.
A unified citizen database is also proposed for seamless integration with the Family ID system.
Other features under development include AI-assisted conversational interfaces, Optical Character Recognition (OCR)-based document processing and validation, integration with multiple payment gateways, automated grievance escalation and modular workflows for document submission.
Focus on rural and remote users
At the meeting, Dulloo stressed that the initiative should simplify interactions between citizens and government, reduce procedural complexities and minimise physical visits to government offices.
He particularly emphasised the potential benefits for people in rural and remote areas, directing that the platform should provide a familiar and user-friendly interface capable of functioning on low-bandwidth internet connections.
The Chief Secretary directed the IT Department to coordinate closely with the concerned departments to expedite backend integration of the identified services and ensure seamless delivery through the proposed platform.
He also called for comprehensive performance benchmarking, User Acceptance Testing (UAT) and adequate training of government functionaries before the rollout.
JK SAMADHAN 2.0 selected for first integration
Commissioner Secretary, IT Department, Saurabh Bhagat informed the meeting that 100 frequently accessed services had been shortlisted from the existing 1,710 e-services to maximise public outreach and provide immediate benefits to citizens.
A dedicated System Integrator has already been onboarded through the National e-Governance Division (NeGD) empanelment framework for implementation of the project.
JK SAMADHAN 2.0, the government’s public grievance redressal platform, has been selected as the first service for integration.
A functional demonstration featuring a multilingual citizen interface has already been developed and showcased, the department informed.
The meeting was attended by Administrative Heads, Deputy Commissioners, senior officers of the IT Department, representatives of the National e-Governance Division under the Ministry of Electronics and Information Technology, and officials from the National Informatics Centre (NIC).
Dulloo said the ultimate objective should be to bring government services closer to citizens by leveraging widely used digital technologies and ensuring easier, more transparent and convenient access to essential public services across Jammu & Kashmir.
