Client Background
The client is a large southern Indian state government responsible for delivering citizen services across multiple departments, schemes, and public information portals. With a diverse population, multilingual needs, and a growing digital footprint, the administration manages thousands of documents, circulars, policies, notifications, and service guidelines spread across departmental websites and repositories.
Despite significant investments in digitisation, accessing the right information at the right time remained a challenge for both citizens and frontline officials.
Business Objective
The state government sought to improve how citizens discover and understand government information—without adding new portals or increasing operational burden on departments.
Key objectives included:
- Simplifying access to policies, schemes, services, and procedural information
- Reducing citizen confusion caused by fragmented websites and complex documents
- Enabling multilingual, intuitive information discovery aligned with how citizens actually ask questions
- Ensuring responses are accurate, traceable, and grounded in official sources
The goal was not to deploy a chatbot, but to create a reliable intelligence layer over existing government information.
Our Solution
Valiance deployed Citizen Assist, an AI-powered information discovery and intelligence platform designed specifically for public-sector use.
Citizen Assist works by securely ingesting structured and unstructured government content—such as policy documents, scheme guidelines, notifications, circulars, FAQs, and web pages—across departments. Instead of keyword-based search, the platform uses advanced language understanding to interpret citizen queries in natural language.
Key capabilities delivered:
- Context-aware question answering across multiple departments and information sources
- Multilingual query understanding, allowing citizens to ask questions in their preferred language
- Source-linked responses, ensuring transparency and traceability back to official documents
- Zero disruption deployment, layering intelligence over existing content without replacing portals
- Governance-ready design, aligned with public accountability and information integrity
The platform acts as a unified intelligence interface—helping citizens get clear, consistent answers without navigating multiple websites or documents.
Outcome
Citizen Assist helped the state take a meaningful step beyond digitisation toward AI-assisted governance.
The impact was visible in:
- Easier access to government information through natural, conversational queries
- Reduced dependency on manual helpdesks and clarification requests
- More consistent and accurate interpretation of policies and schemes
- Improved citizen experience through faster, clearer information discovery
- Stronger trust, driven by transparent, source-backed responses
By introducing an intelligence layer—rather than another interface—the state improved how information flows between government and citizens, setting the foundation for more responsive, inclusive, and scalable digital governance.
