A significant digital push is being planned by the state Transport Department through a combination of service delivery reform and stricter enforcement support. Two major initiatives are being advanced: a 24x7 WhatsApp chatbot for vehicle-related citizen services and the expansion of an AI-based calling system for the recovery of pending e-challans. Through these steps, public convenience is expected to be improved, administrative burden is likely to be reduced, and road safety compliance is intended to be strengthened.
Under the first proposal, a WhatsApp chatbot is set to be introduced as an accessible digital interface through which several transport-related services can be reached directly by citizens. Information related to vehicle registration, driving licences, tax payments, renewals, and challan status is expected to be made available through this platform. In addition, application tracking, procedural guidance, and complaint registration are also intended to be supported. As a result, repeated visits to Regional Transport Offices for minor queries and routine assistance may be reduced substantially.
At present, a large burden is being carried by nearly 60 RTO offices functioning across 39 districts. Heavy daily footfall is being reported, and even basic service requests are often required to be handled physically. This gap is now proposed to be addressed through a familiar and widely used communication platform. The chatbot, estimated to cost ₹2.36 crore, is to be funded through the Road Safety Fund, and its introduction is being viewed as an important administrative modernisation effort.
The chatbot is also being designed for broader public communication beyond routine service access. Road safety awareness messages on helmet use, seatbelt compliance, electric vehicles, and real-time traffic conditions are expected to be shared regularly. During emergencies such as accidents or floods, alerts and guidance are also likely to be issued through the same system. In this way, the platform is not only being positioned as a citizen service tool but also as a safety and awareness channel.
The department’s broader intention has been reflected in the statement issued by State Transport Commissioner Rajesh Narvekar, who was quoted as saying, “Our aim is to make maximum vehicle-related services available to citizens in a digital and convenient manner. The WhatsApp chatbot is an important step in that direction.” Through this statement, the larger focus on convenience, access, and digital governance was clearly conveyed.
In parallel, a second initiative is also being considered in the area of traffic rule enforcement. An AI-based calling system, currently being piloted at Thane RTO, is being reviewed for expansion across the state. Under this system, automated calls are being made to violators in order to remind them to clear pending e-challans and to encourage better compliance with traffic regulations. This intervention is being considered necessary because only around 40% of fines are typically recovered, while a substantial number of violations remain unresolved.
Initial feedback from the pilot has reportedly been encouraging, and a statewide rollout is now being examined, subject to approval and funding. If implemented on a larger scale, the system is expected to improve recovery rates while reinforcing the seriousness of digital traffic enforcement.