Andhra Pradesh government has introduced ‘Mana Mitra,’ the country’s first WhatsApp-based governance initiative

During my Padayatra, I interacted with thousands of citizens who expressed their struggles in obtaining even basic certificates. Through WhatsApp governance, we are removing those hurdles and ensuring that government services reach every citizen at their fingertips -Nara Lokesh

*  Andhra Pradesh government will offer 161 types of public services across key departments, including Endowments, Energy, APSRTC, Revenue, Municipal Administration, Anna Canteens, and the Chief Minister’s Relief Fund (CMRF)

* All services will be free of charge, except for those requiring a booking or payment

*  360 government services will eventually be integrated into the WhatsApp platform

* Official WhatsApp number 95523 00009 comes with a verified tag to ensure authenticity

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In a pioneering move, the Andhra Pradesh government has introduced ‘Mana Mitra,’ the country’s first WhatsApp-based governance initiative. The service was officially launched by Minister for IT and Electronics, Nara Lokesh on Thursday. As part of this initiative, the state government has designated the official WhatsApp number 95523 00009, which comes with a verified tag to ensure authenticity.

With the launch of WhatsApp governance, citizens can now access essential public services, submit grievances, and receive necessary information seamlessly through the widely used messaging platform. The initiative aims to bring government services closer to the people, reducing bureaucratic hurdles and making governance more accessible.

In the initial phase, the Andhra Pradesh government will offer 161 types of public services across key departments, including Endowments, Energy, APSRTC, Revenue, Municipal Administration, Anna Canteens, and the Chief Minister’s Relief Fund (CMRF). These services will be expanded further in the second phase to include additional departments.

The introduction of WhatsApp governance is expected to eliminate the need for citizens to visit government offices for essential certificates and documentation. Instead, they can apply and receive services directly via WhatsApp, bringing greater efficiency and convenience.

Speaking at the launch, Minister Nara Lokesh emphasized that this initiative is a step towards transparent and citizen-friendly governance. “Our government is committed to making services more accessible to the people. During my Padayatra, I interacted with thousands of citizens who expressed their struggles in obtaining even basic certificates. Through WhatsApp governance, we are removing those hurdles and ensuring that government services reach every citizen at their fingertips,” he said.

He further stated that 360 government services will eventually be integrated into the WhatsApp platform. Additionally, robust security measures will be in place to prevent the issuance of fake certificates. “There will be no scope for counterfeit documents as every certificate will come with a QR code. By scanning the QR code, officials and citizens can instantly verify the document’s authenticity,” Lokesh explained.

Highlighting the future plans, Lokesh announced that the second phase of WhatsApp governance will integrate Artificial Intelligence (AI) to enhance automation and efficiency. 

“This is the first-of-its-kind initiative globally, and we are committed to refining and expanding it further. AI will help in streamlining verification processes and providing real-time solutions to citizen queries,” he added.

The Andhra Pradesh government is working towards making over 520 services accessible through WhatsApp. All services will be free of charge, except for those requiring a booking or payment.

One of the major highlights of the initiative is its real-time service delivery mechanism. From this academic year, students will be able to receive their exam hall tickets via WhatsApp. Additionally, the QR code authentication for certificates will help citizens verify their legitimacy instantly, eliminating delays in document verification.

Minister Lokesh concluded by stating, “If people can order food or services with the click of a button, why shouldn’t they be able to access government services the same way? Our WhatsApp governance is a step towards a digitally empowered and efficient administration.”

With this initiative, Andhra Pradesh has set a benchmark in digital governance. The WhatsApp-based governance model is expected to be a game-changer in improving citizen engagement, reducing red tape, and enhancing service efficiency. If successful, it could serve as a model for other states across India to adopt similar citizen-centric digital solutions.