WhatsApp As a Citizen Channel (V2)
- Harishikesh Anand
Document Version Control | Name | Publish Date |
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Author | Harishikesh | 29.07.2021 |
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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).
2. 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).
3. 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 |
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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 :
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Provision For Search & Pay Bills. (Non Linked Mobile Numbers) | As part of the WhatsApp V2, citizens :
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 :
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 :
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NLP Inclusion | As part of the WhatsApp V2, citizens can now type and submit the :
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 |
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Access Control On Template Messages |
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No Alteration/External Development Allowed. |
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Access control over the User Experience |
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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).