WhatsApp As a Citizen Channel Release Notes

Owned by Anjoo Narayan
Last updated: Aug 06, 2021 by Sathish P
3 min read

Document Version Control

Name

Publish Date

Document Version Control

Name

Publish Date

Author

Harishikesh

 06.08.2021

Version

 

 

Revision

 

 

 

Overview

This release leverages the capabilities of WhatsApp as an additional channel for citizens to access/ pay bills for revenue modules like property tax and water/sewerage. With the improved user experience in terms of messaging and overall application flow, WhatsApp (V2) aims to strengthen the ease of service access for citizens at the last mile.

Release Highlights

  • Improvements in Public Grievance Redressal Module

    • Enhancements in messaging language.

    • NLP Inclusion (For City & Boundary Selection).

 

Improvements in Bill Payments

  • Enhancements in messaging language.

    • Inclusion of call to action buttons (for certain messages).

  • For Linked Mobile Numbers

    • Single-click access to bills (for PT and W&S)

  • For Non-Linked Mobile Numbers

    • Provision of Search & Pay (If Property/Connection Details are known).

    • Inclusion of Open Search Links (If Property/ Connection Details are unknown).

 

Improvements in Payment History

  • Enhancements in messaging language and flow.

    • Inclusion of call to action buttons (for certain messages).

  • For Linked Mobile Numbers

    • Access to view the last three payments made (for PT & W&S)

    • Provision to download the last three payment receipts

  • For Non-Linked Mobile Numbers

    • Access control to view payments history only.

Release Features

Key Feature

Description

Key Feature

Description

Call to action (CTA) Buttons

Call to action buttons (CTA) is an interactive message template that aims to provide improved conversational experience. For WhatsApp V2, certain end points have call to action buttons included.

Instead of citizens typing for a reply, CTA buttons allow citizens to select the option and perform an action instantly. The CTAs are applicable on the following scenarios :

  • Pay Bills.

  • Return to Main Menu.

  • View Payment Receipts.

Provision For Search & Pay Bills.

(Non Linked Mobile Numbers)

As part of the WhatsApp V2, citizens :

  1. whose mobile numbers are not linked with DIGIT.

  2. are aware about the account details (PT ID/ Connection No).

can now search and pay the outstanding bills.

This feature encourages citizens to have access of outstanding bills on DIGIT even if the mobile number is not registered on the platform.

Inclusion of Open Search Links

As part of the WhatsApp V2, citizens :

  1. whose mobile numbers are not linked with DIGIT

  2. not aware about the account details (PT ID/ Connection No)

can now use the open search and pay the outstanding bills.

The open search allows citizens to fetch outstanding bills using other parameters (like door no/ name etc). In this case the citizens will be redirected to the open search webpage and all the further interactions are exclusive of WhatsApp Chatbot.

This feature encourages citizens to have an access gateway to pay outstanding bills even when the required details are unknown.

View Payment History

View Payment History feature allows citizens to view the last three payments made for a revenue service.

Further, inorder to comply with data privacy :

  • Only linked mobile numbers are allowed to download the past payment receipts.

  • Non-Linked Mobile numbers cannot access the receipts and only have provision to view payments history.

NLP Inclusion

As part of the WhatsApp V2, citizens can now type and submit the :

  • City Name

  • Locality Details

while filing a complaint on PGR.

This feature is a major enhancement to the older version as now citizens don't have to be redirected outside the chatbot to select details.

Instead citizens can now type and submit the information. Even when the information entered is incorrect, the NLP engine provides a suggestion for citizens to make corrections and proceed.

Limitations

As an external independent environment, WhatsApp has the following limitations (applicable for current and future initiatives) : 

Limitation

Description

Limitation

Description

 

Access Control On Template Messages

  • Only messages that are approved by WhatsApp can be part of the chatbot.

  • Post-approval only, internal development/ configuration can take place.

No Alteration/External Development Allowed.

  • WhatsApp does not allow the alteration such as chat inbox or message pad.

 

Access control over the User Experience

  • We cannot control UX Aspects such as  :

    • Messaging Alignment  (Auto-adjusted by WhatsApp as per Device).

    • Resolution Adjustment (Image & Multimedia Files).

    • Font Size & Style.

    • Message Character Length.

    • Message Delivery Speed (Not Fully)

    • Message Ordering

Upcoming Release Features

  • Water & Sewerage Open Search Infographic (For New UI).

  • Integrate common pay new UI.

  • DIGIT Platform Enhancements

    • Update a non linked mobile number as an alternate number (post payments).

    • Access control on payment recipients (owner vs others).