Protean eGov exploring AI, blockchain, open network for public service delivery: CDAIO Bhati

Protean eGov Technologies, a mid-sized IT firm in India working with the government to enhance digital public infrastructures (DPIs) and e-governance, is significantly investing in technologies like Generative AI, distributed ledger technology (DLT), and quantum computing over the next one year to streamline operations and public services.

In an interview with TechCircle, Metesh Bhati, Chief Digital and AI Officer at Protean eGov (formerly National Securities Depository Limited), highlighted the organisation’s plans to transform the nation’s digital infrastructure and services through innovative technologies.

Bhati noted that the company leverages advanced technologies, including AI, blockchain, and cloud computing, to optimise processes and enhance user experiences. “Our proprietary solutions, like ProteanPlus, a comprehensive AI platform, and the blockchain-based ProteanX for verifiable credentials, have greatly improved digital services in sectors such as identity management, finance, transportation, education, agriculture, commerce, and healthcare,” he stated.

By leveraging AI, Protean eGov provides personalised services, employing data analysis for tailored recommendations and a proactive government approach. “We are exploring AI integration within open networks for intelligent data sharing among government agencies, enhancing efficiency and comprehensive insights into citizen needs,” Bhati added.

The company is also looking into using AI to improve security in verifiable credential systems, streamline verification, prevent fraud, and empower citizens to control their digital identities. Additionally, they aim to enhance citizen engagement, simplify onboarding, and improve customer experiences.

Aligned with ONDC, Protean eGov is developing conversational AI for natural language product searches to create a better e-commerce experience and investigating facial recognition and biometric authentication for stronger digital identity verification. Their goal is to cultivate a more interconnected and inclusive digital landscape through Open Digital Ecosystems (ODEs) and develop blockchain solutions that ensure data integrity, transparency, and security.

Based in Mumbai, the company specialises in Tax Services, including PAN issuance, TIN, and eTDS, as well as Social Security and Welfare, acting as the Central Recordkeeping Agency for the National Pension System and Atal Pension Yojana. Their Identity and Data Stack supports Aadhaar authentication and e-KYC services, and they collaborate with ONDC for cloud-based governmental solutions, aiming to expand their reach and improve services in Digital Public Infrastructure.

Bhati emphasised, “We recognise the transformative potential of AI, blockchain, and open networks in public service delivery. Our strategy focuses on understanding the unique needs of citizens and governmental entities to tailor user-friendly and efficient digital services.”

The company is also assisting clients in the Banking, Financial Services, and Insurance (BFSI) sector with digital transformation. “We are developing advanced solutions to enhance operational efficiency and security, including fraud detection systems and AI-driven customer service platforms, facilitating BFSI integration into open networks for a more connected financial ecosystem,” Bhati explained.

In FY25, Protean eGov will focus on strategic investments in key technology areas to drive innovation and enhance offerings. They aim to expand their expertise in generative AI while ensuring its responsible and ethical use, prioritising fairness, transparency, and accountability. Investigations into how generative AI can create more intuitive government service interfaces are also underway.

 The company is exploring DLT for decentralised identity and supply chain management, alongside quantum computing to address complex challenges and unlock future opportunities.

Earlier this week, Protean eGov secured a ₹161 crore work order from the Central Registry of Securitisation Asset Reconstruction and Security Interest of India (CERSAI), which involves serving as the system integrator for the design, development, implementation, operation, and maintenance of the Central KYC Records Registry, set to span 69 months from the contract start date.

According to a March 2024 report by Nasscom-Arthur D. Little, India’s DPIs, including initiatives like Ayushman Bharat Digital Mission and ONDC, are crucial for achieving the nation’s aim of an $8 trillion economy by 2030, and a $1 trillion digital economy. The report highlighted that matured DPIs (UPI, Aadhaar, GSTN, and FASTag), with successful mass adoption, impact approximately 1.3 billion citizens, covering 97% of India's population.

The transformation of both matured and emerging DPIs through innovative technology integration such as AI, Web3, and quantum computing presents significant opportunities. Bhati believes that by leveraging technology, the company is well-positioned to capitalise on these opportunities.