The Andhra Pradesh government has introduced 'Mana Mitra,' a groundbreaking WhatsApp-based governance platform aimed at digitizing access to government services for its citizens. Launched on January 30, 2025, by State IT Minister Nara Lokesh, this initiative seeks to streamline processes such as obtaining certificates, paying bills, and accessing various civic services with just the touch of a button.
With the designated official WhatsApp number, 9552300009, residents can now enjoy the convenience of accessing 161 different government services right from their smartphones. "We want to remove unnecessary bureaucratic hurdles. With a smartphone and WhatsApp, people can now access government services instantly," Lokesh stated, emphasizing the initiative's potential to disrupt traditional service delivery.
The initiative is set to bridge gaps in service delivery, enabling citizens to easily obtain important documents like caste and income certificates. The first phase aims to connect 36 departments, including Endowments, Energy, Revenue, and Municipal Administration. Plans are already underway to expand this platform to provide 360 services in the second phase.
One of the standout features of the platform is its integration of QR codes for certificates, which allows for verification and helps to prevent fraud. Citizens will receive certificates with unique QR codes, ensuring authenticity and enabling easier accessibility. Lokesh added, "Each certificate will feature a special QR code. Scanning the code will direct users to the official AP government website, eliminating the possibility of counterfeit certificates."
The venture builds on earlier collaborations with Meta, signed on October 22, 2024, solidifying the state’s commitment to leverage digital technology for enhanced governance. Sandhya Devanathan, Vice President and Head of Meta India, highlighted the significance of this initiative by stating, "We've developed WhatsApp governance to simplify access for users. After significant effort, we’re excited to make this a reality, and together with the AP government, we’ll continue improving Mana Mitra." With this collaboration, Andhra Pradesh aims to set new benchmarks for digital service delivery.
WhatsApp's India Head, Ravi Garg, reinforced the potential of this model, pointed out, "Users can easily access government services by simply typing 'Hi' and following the prompts for the desired department." This user-friendly design is expected to attract more citizens to utilize the services, making it simple to gain necessary government support.
The launch event also saw Chief Minister N. Chandrababu Naidu emphasizing the importance of data security amid the modernization efforts. He instructed officials to adopt enhanced cybersecurity measures to protect citizens' sensitive information from potential threats. With the government increasingly relying on digital solutions, Naidu acknowledged the rising urgency to safeguard personal data.
This initiative not only embraces the spirit of e-governance but symbolizes Andhra Pradesh’s shift toward being at the forefront of technological advancements. "This will eliminate the need for citizens to visit government offices for certificates and documents," Naidu mentioned, reflecting on the substantial shift this platform brings to public service access.
Over the next six months, the government will continue to refine the platform, aiming for seamless service delivery and gathering user feedback for enhancements. The integration of blockchain technology and AI-based automation is also on the horizon, aiming to provide even more sophisticated governance solutions. Future upgrades will potentially include AI bots and voice-enabled services to cater to diverse citizen needs.
Minister Lokesh stated, "This is just the beginning. We have many more plans to expand our services and improve them based on user feedback. The public government takes the responsibility of providing certificates in real time." This venture has set the stage for Andhra Pradesh to lead the charge for innovative governance models, enhancing local citizen engagement throughtechnology.