SRINAGAR: The Jammu and Kashmir government is preparing to roll out an AI-powered platform that will allow citizens to access 100 frequently used government services through WhatsApp in the first phase, Chief Secretary Atal Dulloo said while reviewing the project on Tuesday.
At a high-level meeting attended by administrative secretaries, deputy commissioners and officials from the Information Technology Department, National e-Governance Division (NeGD), National Informatics Centre (NIC) and the Ministry of Electronics and Information Technology, Dulloo reviewed preparations for the proposed citizen service platform.
According to officials, the platform will enable citizens to apply for government services, track applications, submit documents, make payments and receive official communications through WhatsApp without downloading separate applications or navigating multiple government portals.
The Chief Secretary directed the IT Department to coordinate with line departments to expedite backend integration of services and ensure seamless delivery through the platform. He also stressed the need for performance benchmarking, user acceptance testing and training of government personnel before the rollout.
Commissioner Secretary, IT Department, Saurabh Bhagat informed the meeting that Jammu and Kashmir currently offers 1,710 e-services through platforms such as e-UNNAT, ServicePlus and Revenue Plus. Of these, 100 high-footfall services have been identified for integration in the first phase.
The services include issuance of income, domicile, caste, Economically Weaker Section (EWS) and Reserved Backward Area (RBA) certificates, along with access to revenue records such as Fard, Girdawari, Jamabandi and Mutation.
Transport-related services proposed for integration include issuance and renewal of driving licences, vehicle ownership transfers, payment of e-challans and participation in fancy vehicle number e-auctions.
Citizens will also be able to access birth and death certificates, building permissions and commercial establishment no-objection certificates under the Housing and Urban Development Department.
Other services identified for onboarding include social welfare schemes such as Ladli Beti, marriage assistance, post-matric and merit-cum-means scholarships, electricity and water bill payments, ration card modifications, agricultural schemes under the Holistic Agriculture Development Programme (HADP), Jammu and Kashmir Services Selection Board (JKSSB) registrations and pilgrimage-related services.
Officials said the platform will provide multilingual support in Urdu, Hindi and English and incorporate a Single Sign-On (SSO) system to allow users to access multiple services without repeatedly entering personal information.
The proposed system will also feature AI-assisted conversational interfaces, Optical Character Recognition (OCR)-based document processing, integration with payment gateways, automated grievance escalation mechanisms and modular workflows for document submission.
The meeting was informed that a system integrator has already been onboarded through the NeGD empanelment framework for implementation of the project.
Officials said JK SAMADHAN 2.0, the government’s public grievance redressal platform, has been selected as the first service for integration and that a multilingual working demonstration of the platform has already been developed.
Dulloo said the initiative aims to make government services more accessible and reduce the need for citizens to visit government offices, particularly benefiting people in rural and remote areas.
