Accessing legal information can be challenging for many citizens due to complex terminology, procedural unfamiliarity, language barriers, and limited access to timely guidance. These challenges are often more pronounced for individuals from non-English-speaking and digitally underserved communities who require information that is easy to understand, trustworthy, and relevant to their needs.

KPMG in India worked with the government to transform how citizens access legal information. The engagement focused on developing a GenAI-powered multilingual and multimodal platform that enables users to seek information in their preferred language and receive simplified, context-aware responses aligned to relevant legal frameworks.

The challenge

Improving access to legal information at scale required addressing several barriers:

Complex legal language and procedures made information difficult for citizens to understand
Limited access to timely and reliable guidance created information gaps
Linguistic diversity posed challenges for delivering consistent support across regions

Digital accessibility barriers restricted adoption among underserved populations
Need to provide legal information through intuitive and citizen-friendly channels

A scalable, technology-enabled solution was required to make legal information more accessible, understandable, and inclusive.

Our approach

KPMG in India designed and implemented a citizen-centric legal information platform powered by Generative AI.

AI-powered legal information assistance

• Developed a conversational platform enabling citizens to describe concerns in natural language

• Leveraged GenAI to provide simplified, context-aware legal information

• Delivered responses aligned to relevant legal provisions and frameworks

Curated legal knowledge and RAG architecture

• Built a structured legal knowledge repository drawing from key legal frameworks including BNS, BNSS, BSA, and CPC

• Implemented a Retrieval-Augmented Generation (RAG) approach to improve response relevance and grounding

• Enabled more accurate and contextual information retrieval through curated knowledge sources

Multilingual and multimodal accessibility

• Enabled interactions through both voice and text channels

• Supported citizen engagement in 22+ Indian languages

• Improved accessibility for users more comfortable speaking than typing

Scalable digital platform design

• Developed a modular architecture to support future scalability and enhancements

• Enabled deployment across web and mobile channels for broader reach

• Designed intuitive and conversational user journeys focused on citizen needs

AI-powered legal information assistance Curated legal knowledge and RAG architecture Multilingual and multimodal accessibility Scalable digital platform design

AI-powered legal information assistance

• Developed a conversational platform enabling citizens to describe concerns in natural language

• Leveraged GenAI to provide simplified, context-aware legal information

• Delivered responses aligned to relevant legal provisions and frameworks

Curated legal knowledge and RAG architecture

• Built a structured legal knowledge repository drawing from key legal frameworks including BNS, BNSS, BSA, and CPC

• Implemented a Retrieval-Augmented Generation (RAG) approach to improve response relevance and grounding

• Enabled more accurate and contextual information retrieval through curated knowledge sources

Multilingual and multimodal accessibility

• Enabled interactions through both voice and text channels

• Supported citizen engagement in 22+ Indian languages

• Improved accessibility for users more comfortable speaking than typing

Scalable digital platform design

• Developed a modular architecture to support future scalability and enhancements

• Enabled deployment across web and mobile channels for broader reach

• Designed intuitive and conversational user journeys focused on citizen needs

The impact

KPMG in India's support helped create a more accessible and inclusive legal information ecosystem:

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Expanded access to legal information across diverse linguistic and demographic groups

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Simplified complex legal concepts into plain and easy-to-understand language

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Improved citizen experience through multilingual voice and text interactions

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Increased accessibility for digitally underserved communities

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Strengthened legal awareness and informed decision-making among citizens

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Established a scalable foundation for AI-enabled delivery of public information services

By combining Generative AI, multilingual capabilities, and human-centred design, the initiative demonstrates how digital transformation can help make legal information more accessible, inclusive, and relevant for citizens across India.