New Delhi: Delhi govt will soon start using artificial intelligence (AI) to verify documents uploaded by city residents to avail of various online services related to the transport department. It will also solve people’s queries through a virtual assistant. The use of technology will reduce the turnaround time, eliminate the possibility of any oversight and ensure that the documents such as driving licences, permits and registration certificates are issued faster, officials said.
According to officials, there are 47 services of the transport department that have been completely transitioned to a faceless delivery mode, and nearly 30 lakh applicants have so far benefited from it. The number, they said, was expected to increase significantly over the next decade.
Currently, the system is managed manually at the backend, and the staff review and approve each application for the different services. “By introducing the power of AI to assist applicants and staff for document verification, the turnaround time can be improved. The use of AI as a virtual assistant to the applicants’ queries will improve the quality of service and avoid visits to the office,” said an official, adding that an AI-powered dashboard, assisted with a virtual assistant, provides a better interface and information for decision-making and improves the quality of services.
Another official said that the transport department had floated a request for proposal to engage a technology firm to develop the AI-based system. The AI-powered tool will detect any discrepancy with citizen documents in real-time based on the upload of the document on the Vahan and Sarthi portals. In case the document is not legible to read, the system would enhance it to make it readable.
“The solution will be developed, deployed and tested for 13 services initially in phase 1, and will be extended to cover the remaining 34 subsequently. It will verify whether the mandatory documents are attached, enhance the readability and clarity of attached documents, and read relevant fields from them. It will also detect blurred or unclear photos, and in case of rejection, it will highlight the abnormalities,” said the official.
Officials said the virtual assistant would be designed in a way that it would be capable of answering and assisting citizen queries related to services within its scope, required documents, steps to avail services, estimated turnaround times, and application status in both English and Hindi languages.
“The dashboard will be voice-and text-enabled, and provide RTO-wise service status, including total applications received and disposed of, turnaround times, pendency, its reasons, and other key insights to enhance operational efficiency,” said the official.
