Residents of Delhi will soon be able to apply for key documents such as marriage certificates and driving licenses directly through WhatsApp, with the launch of the new “WhatsApp Governance” service in August 2025. The initiative aims to simplify access to government services by allowing citizens to avoid long queues and bureaucratic hurdles at government offices.
Through the platform, people will be able to access around 25 to 30 different services, including caste certificates, with just a simple “Hi” message on WhatsApp. An AI-powered multilingual chatbot, initially available in Hindi and English, will guide users step by step—from filling forms to tracking application status and downloading certificates from home.
A senior Delhi government official said the move is part of efforts to make governance more transparent and citizen-friendly. “This is about making government services as easy as sending a message,” the official explained. The system will route people to the right departments without requiring additional apps or in-person visits.
The Aam Aadmi Party government has already experimented with tech-driven services, including the doorstep delivery scheme that ran until March 2024. That program, accessed through helpline 1076, facilitated over 1.4 lakh calls for 30+ home-delivered services before being phased out. Officials say WhatsApp Governance is a natural next step, offering even greater convenience by leveraging a platform widely used by Delhi residents.
This digital shift reflects a broader trend across Indian states. Punjab, too, is exploring similar digital solutions to strengthen governance and citizen services. By adopting AI-driven tools, governments are signaling their commitment to technology-led service delivery.
The WhatsApp Governance initiative promises clear benefits: it saves time, reduces in-person visits, and makes use of a platform familiar to millions. With the option to apply and track documents instantly, the move could redefine how citizens interact with the government. Officials suggest more services will be added in the future, extending the ease of digital access to an even wider range of public services.
For Delhi residents, this marks a significant step forward. Soon, securing essential documents will be as simple as sending a WhatsApp message—a change that underscores the role of technology in shaping modern governance.
