Goa has been at the forefront of digital transformation in public service delivery, driven by its robust e-Governance mission. At the centre of this progress is Goa Electronics Limited (GEL), which is embracing cutting-edge technologies like Artificial Intelligence (AI), Machine Learning (ML), and data analytics to make governance more intelligent, efficient, and citizen-centric. From AIpowered chatbots to geospatial data platforms and predictive tools, GEL is streamlining processes, enhancing accessibility, and shaping a future-ready governance ecosystem. Revati Kumar, Chief Executive Officer & Executive Director, Goa Electronics Limited, shares more in an exclusive interview with Abhineet Kumar & Rose Jaiswal of Elets News Network (ENN). Edited excerpts:

Goa has been actively advancing digital service delivery under its e-Governance mission. How is Goa Electronics Limited leveraging emerging technologies like AI, ML, and data analytics to improve citizen-centric services and reduce manual intervention in governance processes?

At Goa Electronics Limited (GEL), we are leveraging emerging technologies to make governance more data-driven, intelligent, and user-friendly. Through our Data Analysis Cell Project, we are enabling evidence-based decision-making by analysing schemes and service usage patterns, identifying revenue leakages, and thereby supporting the Government in making prudent revenue and policy decisions.

Additionally, GEL is working on an AI-based WhatsApp chatbot integrated with the Goa Online portal. This initiative simplifies public service delivery by automating responses and providing real-time status updates for applications—all through a familiar, user-friendly interface. It is expected to significantly reduce unanswered or dropped calls while enhancing accessibility and operational efficiency.

As CEO of Goa Electronics Limited, how are you ensuring interoperability and integration across departments for seamless governance, especially with ongoing national initiatives like the India Stack and Digital Public Infrastructure frameworks?

At Goa Electronics Limited (GEL), we are driving digital integration through a layered, interoperable architecture that aligns with national initiatives such as India Stack and the Digital Public Infrastructure (DPI) frameworks. By standardising APIS and deploying scalable middleware, we ensure that multi-departmental systems communicate effectively and securely.

A key focus area is geospatial data integration. The One Map Goa GIS Portal, launched by the Department of Information Technology (DOIT), provides a unified spatial data layer that supports decision-making in sectors such as land management, urban development, and utilities. We are also actively working on linking government assets with the PM Gati Shakti platform, enabling better infrastructure planning and coordinated execution across departments.

These efforts are complemented by projects like the AIbased WhatsApp chatbot for Goa Online, which leverages backend interoperability to deliver multi-departmental services through a single interactive interface. Our approach ensures that digital governance in Goa is not only servicerich but also seamlessly integrated and future-ready.

AI is being increasingly used for predictive governance—identifying trends, forecasting public service needs, or improving enforcement. Are there any pilot projects in Goa that use AI/ ML for real-time decision-making or early warning systems, particularly in sectors like health, water, or transport?

GEL is actively exploring the role of AI in predictive governance. Our AI-powered WhatsApp chatbot is a practical example—streamlining user queries and enabling us to gather insights into citizen behaviour and service demand.

Looking ahead, we are developing an AI and OCR-based document verification system, which is currently in the pipeline. This system will significantly reduce manual effort in validating documents and detecting anomalies in real time. These tools are designed to enhance transparency, reduce fraud, and accelerate public service workflows.

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Digital inclusion remains a challenge despite growing infrastructure. What measures are being taken by GEL to bridge the digital divide in rural and remote parts of Goa, and how do you ensure last-mile service delivery is effective and inclusive?

To bridge the digital divide, GEL is enhancing service accessibility through mobile-first strategies and community outreach. The WhatsApp-based chatbot is one such initiative, offering an intuitive interface for users who may not be tech-savvy, thus ensuring broader inclusion. We continue to expand the reach of Common Service Centres (CSCs) and train local service enablers to assist rural populations.

Our services are also being localised in terms of language and content for improved accessibility. Moreover, by simplifying interfaces and using keyword-based navigation in the chatbot, we are ensuring inclusivity across demographics and literacy levels. Our goal is not just infrastructure expansion, but to ensure that every citizen can confidently and conveniently engage with government services.

With growing concerns around data privacy and cybersecurity in public digital platforms, how is Goa Electronics Limited building trust and resilience into its e-Governance ecosystem, especially while deploying AI or handling sensitive citizen data?

Cybersecurity is integral to our governance model. GEL is in the process of setting up a Cybersecurity Centre of Excellence (CoE) and a Malware Analysis Lab, which will serve as the backbone for digital resilience in the state. These initiatives will enable real-time threat monitoring, secure AI implementation, and foster cybersecurity awareness across departments.

We are also enforcing stringent data governance protocols and aligning with national data protection standards to safeguard citizen data. Even for AI and OCR-based services under development, we are embedding security and privacy by design to ensure trust in every interaction.

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