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State public services are now accessible via WhatsApp with the support of artificial intelligence, bringing together the issuance of the National Identity Card, traffic consultations, IPVA payment, and services related to women’s protection in an integrated digital channel.
The government of Rio Grande do Sul now allows ten public services to be carried out directly via WhatsApp with GurIA, a virtual assistant based on generative artificial intelligence, including the initiation of the request for the National Identity Card (CIN), consultations related to the CNH, IPVA payment via Pix, and services related to the Women’s Police Station.
The measure was published by the state government on June 5, 2026, the date on which the tool completed one year since its launch, and is part of the State’s strategy to expand digital access to public services already available on different official platforms.
Through a conversation on WhatsApp, at the number (51) 3210-3939, the assistant also connects to the digital ecosystem of the portal rs.gov.br, where citizens can consult guidelines, seek services, and access official state government service channels.
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To use the features, the citizen starts the service with GurIA and, when the service requires identification, authenticates through the gov.br account, a step adopted to protect personal data and authorize access to sensitive information.
Services via WhatsApp gain a new stage
The expansion was announced on May 25, 2026, during the RS+Digital and +Different event, held in Porto Alegre, according to the official announcement by the government of Rio Grande do Sul.
With the update, the tool started to perform certain services during the conversation with the user, in addition to maintaining the function of guiding citizens on procedures, required documents, and available service channels in the State.
According to the Secretary of Planning, Governance, and Management of RS, Danielle Calazans, the new functionality allows GurIA to guide the citizen and also perform services via WhatsApp, within the stages provided by the responsible agencies.
The same statement linked the measure to the expansion of accessibility in digital public service, in line with the proposal presented by the state government during the announcement of the new functionalities of the virtual assistant.
In practical use, the service guides the user through stages, identifies the request presented, and directs the service within the conversation itself, according to the flow defined for each state agency involved in the operation.
The solution uses artificial intelligence to interpret the received demands and organize the service in an integrated manner, according to information released by the state government about the GurIA update.
National Identity Card can be initiated by mobile phone
Among the services included in the platform is the request for the National Identity Card, a document that can have the process initiated by mobile phone through GurIA’s service on WhatsApp.
The procedure can follow two paths: in-person scheduling at Tudo Fácil or at the General Institute of Forensics posts, or the Easy Identity mode, created to digitize part of the document issuance steps.
In the traditional model, the citizen schedules the service and goes to an available unit to proceed with the creation of the CIN, according to the rules applied to identification posts in Rio Grande do Sul.
Official information indicates the possibility of scheduling at Tudo Fácil units and at identification posts of the General Institute of Forensics, responsible for necessary in-person steps for document issuance.
In the Easy Identity mode, part of the procedure occurs online, with the completion of data and the digital submission of documents before the mandatory in-person stage.
After this online phase, the citizen appears in person only for biometric collection and the necessary verification for document issuance, steps that remain under the responsibility of the competent bodies.
This option, however, only serves people who meet specific criteria informed by the state government, including already having an identity card issued in Rio Grande do Sul.
For those who do not fit the Easy Identity rules, in-person service remains available, with scheduling through official channels and attendance at the unit responsible for issuing the CIN.
DetranRS integrates traffic services to GurIA
The expansion also includes functionalities developed in partnership with the State Department of Traffic of Rio Grande do Sul, the body responsible for the bases and state services related to vehicles and licensing.
Through GurIA’s WhatsApp, the citizen can check the vehicle’s status, verify CNH information, consult infractions, and present the driver when the fine was not committed by the owner.
Payment of the IPVA via Pix was also included in the platform, allowing this step to be accessed within the same service channel used for other state services.
With the integration, demands that previously required access to different pages or systems are now gathered in the assistant’s service, respecting digital authentication when the service involves personal data or protected information.
The list of the first ten released services includes gov.br authentication, driver presentation, vehicle status consultation, CNH consultation, infractions consultation, request for the National Identity Card, request for Easy Identity, online incident report at the Women’s Police Station, request for protective measures, and IPVA payment via Pix.
Service also includes protection for women
The state government also included in GurIA services aimed at women’s safety, such as online incident reporting at the Women’s Police Station and the request for protective measures.
These options can now be accessed through conversation, with forwarding within the digital service flow and continuity through the channels responsible for each type of request.
Danielle Calazans stated that the tool already answered questions about actions of the state women’s protection program and, with the new stage, becomes “another important piece in combating violence.”
The statement was released by the Secretariat of Planning, Governance, and Management, the department responsible for coordinating the initiative alongside other agencies and technological partners involved in the project.
Even though the service starts via mobile phone, the services follow the requirements of each responsible agency, especially when identification, document validation, or forwarding to official databases is necessary.
In the case of identity, for example, biometric collection remains in-person; in traffic demands, the information depends on the official databases of DetranRS; and, in public security requests, the flow follows the competent channels.
GurIA completes one year with new functions
GurIA was launched in June 2025 to guide citizens about state public services, both on the portal rs.gov.br and via WhatsApp, a channel used for conversational service.
Since its launch, the tool has received updates and has also started responding about state public policies, such as the Rio Grande Plan, created to organize reconstruction actions after the 2024 floods.
The initiative involves the Secretariat of Planning, Governance, and Management, the Project Development Office, Procergs, and IBM, according to information released by the state government.
According to the government of Rio Grande do Sul, new services are expected to be incorporated into WhatsApp in the coming months, expanding the set of digital services available through the channel.
The portal rs.gov.br also maintains GurIA as a digital assistant for service search, procedure guidance, and access to service channels.
On the tool’s official page, the State informs that the assistant helps locate services, explain steps, and answer questions both on the site and via WhatsApp.
The update expands the use of mobile phones as an entry point for public services in Rio Grande do Sul, without replacing in-person steps when they are required for security, document validation, or biometric data collection.
In the case of the CIN, the citizen can start the process digitally, but still needs to meet the requirements set by the General Institute of Forensics to complete the issuance.
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