Application of Machine Learning in Citizen-Centric Services: National Strategy and the Punjab Paradigm

Abstract – Machine learning (ML) is revolutionizing citizen-centric service delivery across India, fundamentally enhancing the efficiency, transparency, and reach of public administration. This high-level paper discusses the strategic deployment of ML at a nation-level basis—within policy frameworks such as Digital India and National e-Governance Plan (NeGP)—and provides an in-depth case study of Punjab. Together, these perspectives provide actionable insights for the future of citizen services, suggest challenges, sectoral impacts and recommendations for best practice.