Problem / Objective:

One of the key challenges the government of Maharashtra identified is the amount of time consumed for the delivery of government services and in the processing of paperwork. The government initiated an idea to give the desired services in a time-bound, transparent and predictable manner with minimum human interference.

Solution / Approach:

In March 2019, the Government of Maharashtra partnered with Haptik Infotech Pvt Ltd (an enterprise conversational Al platform) and announced a new AI-powered chatbot. The chatbot is known as “Aaple Sarkar Bot” and allows access to information regarding public services managed by the state government. It can be accessed on the Aaple Sarkar Right to Services (RTS) websites. 

As part of the Right to Services Act of 2015, the bot is deployed to complement existing mobile apps and websites that help with queries related to healthcare, education, public utilities, rural development, revenue, and other public related services. The chatbot comprises a range of algorithms that gives the ability to process many queries every day, such as analyzing, maintaining records and providing the user with the most useful information. Haptik used its own personalized tool for creating the bot which comprised of 3 parts called bot-builder, human chat agent and analytic dashboard. The Maharashtra Government provided various API’s and information extract from multiple sectors to the company.

An individual can search for services such as permanent water connection, driving license and access related information including prerequisites for the application, tracking the status of the application, monitoring progress, etc.

Impact / Implementation:

The bot has substantially benefited users by providing instantaneous, accurate, transparent and complete information, as well as enabling them to track services offered by the government.

The platform has already received an overwhelming response from people around the state. In March 2019, Aakrit Vaish, Co-founder and CEO of Haptik announced that the bot would be compatible with Marathi and Gujarati languages soon which will further allow people from the remote areas to interact with the website in their language. The company is also looking to create such bots for other states as well.