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Leveraging WhatsApp for Easy Access to Government Schemes: A Case Study from Rajasthan, India


In an era where digital transformation is reshaping public services, the government of Rajasthan, India, has taken an innovative step. They have introduced a WhatsApp chatbot to disseminate information about various schemes run by the Social Justice and Empowerment Department. This initiative aims to bridge the information gap and make government services more accessible to the public.

The Problem

Traditionally, information about government schemes often doesn’t reach the intended beneficiaries due to various barriers like lack of awareness, complicated procedures, and more. This leads to a lack of utilization of the schemes, defeating their purpose.

The Solution: WhatsApp Chatbot

To tackle this issue, the Rajasthan Social Justice and Empowerment Department has launched a WhatsApp chatbot. This chatbot provides comprehensive information about various schemes, including eligibility criteria, benefits, and the application process. The chatbot is designed to be user-friendly and is available in both Hindi and English.

Key Features

  • Ease of Use: The chatbot is designed to be simple so that even people with basic digital literacy can use it.
  • Multi-lingual Support: Information can be accessed in both Hindi and English.
  • Cost-Effective: Unlike other platforms where service charges might apply, this chatbot service is free of cost.
  • Inclusivity: The service is particularly beneficial for those who may not have the means to apply through other channels.

How It Works

  1. Save the Helpline Number: Save the helpline number +919462745980 on your mobile phone.
  2. Initiate Chat: Open WhatsApp and search for the saved number. Send a simple message like “Hi” to initiate the chat.
  3. Choose Language: You’ll be prompted to choose between English and Hindi.
  4. Select Scheme: A list of schemes will be displayed. Choose the one you’re interested in.
  5. Get Detailed Information: Information about eligibility, benefits, and application procedures will be provided.


The introduction of the WhatsApp chatbot by the Rajasthan Social Justice and Empowerment Department is a significant step towards digital inclusivity. It not only makes information more accessible but also simplifies the application process, ensuring that more people can benefit from government schemes.