Digital Kerala project launched for efficient governance, service delivery

Chief Minister Pinarayi Vijayan on Monday approved the Digital Kerala-Our Kerala project led by the IT Mission under the IT department, with an aim of comprehensive digital development of Kerala and making the governance system more transparent and efficient. Through the project, the government will focus on bringing about extensive changes in areas such as governance, service delivery, use of innovative technology, citizen participation, cybersecurity and skill development.

The Chief Minister has directed the IT department to implement the project in a time-bound manner, ensuring that Artificial Intelligence (AI) applications are used wherever necessary. He clarified that while AI will be used as a tool to provide guidance, analysis, and timely suggestions, the final decision-making authority will always remain with the government. 

Feedback mechanism

One of the highlights of the initiative will be the ‘Kerala CX Index’ (Citizen Experience Index). The State will introduce a system to measure and evaluate the satisfaction of citizens with the digital services provided by the government in real time. Citizens will have the opportunity to provide feedback on the portals immediately after receiving each service. Departments will have a system to evaluate their own portals. CX score will be calculated by comparing it with the national NeSDA standards and ways to improve the quality of service will be found.

According to the IT Mission, Kerala is the first State in the country to introduce a unified and scientific index to assess the quality of government services.

The ‘Nammude Keralam’ portal and mobile app will be developed with the aim of providing online services of all departments in Kerala through a single window. The system will also be designed to include AI Chatbot, Malayalam-First Interface, and a design that is convenient for the differently abled. To provide government services in a more citizen-centric and convenient manner, an AI Chatbot system that works on popular platforms including WhatsApp will be developed. Citizens will be able to access services through simple messages in Malayalam and English.

Unified registry

A number of other projects will be implemented with the aim of transparent and efficient governance including a unified registry for welfare schemes and a data exchange platform between departments. To make Kerala a digital state of the future, technologies such as Artificial Intelligence, Machine Learning, IoT, Blockchain, AR/VR are being incorporated in the governance system. The K-AI Portal will be used to implement AI use cases in various departments.

Through VidyaAI, AI-based office automation training will be provided for government officials. For the IndiaAI Mission Collaboration, a proposal of ₹623.6 crore has been submitted to the Union government.

Through SafeTech Kerala, all citizens of the State will be empowered through digital security awareness to prevent online fraud and financial security.