WhatsApp As a Citizen Channel (V1)

Owned by Harishikesh Anand
Jul 29, 2021
2 min read

Document Version Control

Name

Publish Date

Document Version Control

Name

Publish Date

Author

Harishikesh

 04.06.2021

Version

 

 

Revision

 

 

Overview

This release leverages the capabilities of WhatsApp as an additional channel for citizens to view bills/ make payments for a particular module service. Extended capabilities include improvements in the Public Grievance Redressal module and localization support to assist ease of use.

Release Highlights

  1. Search and View Bill `

    1. View my Bills

    2. Search Bills Based on 

      1. Consumer Number

      2. Application Number

      3. Mobile Number etc

    3. View Bill

      1. Amount Due

      2. Bill copy (PDF) 

  2. Payment 

    1. Pay bills with quick payment link.

    2. Payment confirmation/failure notification

    3. Payment receipt (PDF)  on successful payment

  3. Multi-Language Support

    1. Hindi Localization (For Chats)

  4. Improvements in Public Grievance Redressal Module.

    1. Two-Step Complaint List (By Type & Subtype).

    2. Geo-Location Tagging.

 

Release Features

Key Feature

Description

Key Feature

Description

Selection of Desired Service

Allows Citizen to select the following via WhatsApp Chat :

  • File Complaint 

  • Track Complaint 

  • Pay Bills and Fees

  • View Payments Receipts

  • Change Language

Pay Bills & Fees

Allows Citizen to view the current outstanding bills with respect to applicable the modules, where his/ her mobile number is linked. Following information is displayed in the message :

  • Module Name

  • Amount to be paid

  • Due Date

  • Payment Link

View Payment Receipts

Allows Citizens to view past payment receipts with respect to applicable modules, linked with the current mobile number. In case, the current mobile number is not linked with the module, still citizen can proceed to search for the receipts via the following :

  • Registered Mobile Number

  • Module Specific ID (Property ID/ Water Connection ID etc)

  • Consumer Number

Two-Step Complaint List (By Type & Subtype).

Allows Citizens to now browse complaints by Complaint Type (The Master List) and select the relevant subtype.

Geo Location Tagging

Allows Citizens to add the location of the grievance site via WhatsApp, while lodging the complaint.

Change Language

Allows Citizens to change the language of chat from English to Hindi and vice versa.

Known Issues

  •  Emojis are not supported as the input for chat responses

Upcoming Release Features

  • Improvement in Messaging Language & Flow.

  • NLP Inclusion (For City & Locality Selection).

  • Referral, Rating & Help Mechanism.

  • Privacy Enhancements.