Enhancing Accessibility to Government Services in India through Natural Language Processing (NLP): Bridging Language Barriers and Supporting Literacy

Natural Language Processing (NLP), a subset of artificial intelligence, has advanced from rule-based models to deep learning algorithms that can understand and respond to natural human language. By leveraging this technology, government portals can automate chatbots, and make services more accessible to those who face language barriers and literacy challenges. This paper examines the challenges faced by internal migrants and illiterate individuals in India while attempting to access essential services such as healthcare, education and financial aid. Two NLP-based solutions are presented: an on-site terminal to assist users in government offices and a remote, web-based service accessible through personal devices such as phones and laptops. Both of the solutions listed aim to translate spoken language and simplify the submission of documents. Despite some initial costs and maintenance, the long-term benefits of enhanced accessibility and reduced operational burdens justify these costs. Ultimately, adopting NLP in government services can contribute to a more inclusive and equitable society, and improve the quality of life for millions.