Why in News?
Andhra Pradesh’s Mana Mitra initiative has attracted nationwide attention as a pioneering experiment in digital governance. In September 2025 the state’s WhatsApp‑based platform received high praise from the union government and is being considered a template for other states. Launched earlier in the year, it allows citizens to access hundreds of public services through a simple chat interface.
Background
Indian states have experimented with one‑stop service centres like Seva and Mee Seva for over a decade. These portals simplified service delivery but often required physical visits or separate mobile apps. To overcome these limitations, Andhra Pradesh’s government launched Mana Mitra in January 2025 under the guidance of the Real‑Time Governance Society. By using WhatsApp – an application familiar to millions – the state hoped to reduce barriers to public services.
What is Mana Mitra?
- Service integration: The WhatsApp chatbot connects 36 departments and offers over 730 government services, from land records and caste certificates to pensions and utility payments.
- Ease of access: Citizens start by messaging a dedicated number on WhatsApp. A menu‑driven chatbot guides them through requests, and documents are delivered back as QR‑coded, tamper‑proof certificates.
- Real‑time tracking: Applications, grievances and requests are monitored through dashboards, allowing administrators to track turnaround time and identify bottlenecks.
- Technology backbone: The platform uses natural‑language chatbots, voice commands for non‑literate users, blockchain‑secured certificates and plans for integration with DigiLocker and Unified Payments Interface (UPI).
- Partnership with Meta: Andhra Pradesh partnered with the owners of WhatsApp to co‑develop custom chat features and ensure the service remains free for users.
Significance
- Citizen‑centric governance: By using an everyday messaging app, the state has removed the need for separate apps or physical visits. This particularly benefits rural users and the elderly.
- Cost and time savings: Digital certificates eliminate travel to government offices. Instant delivery of services reduces queues and administrative overheads.
- Transparency: Application tracking, grievance redressal and real‑time dashboards make departments more accountable.
- Replicability: The successful pilot has drawn attention from other states and the Department of Administrative Reforms and Public Grievances (DARPG), which is considering it as a model for nationwide adoption.
Challenges and Way Forward
- Digital divide: Access to smartphones and data remains uneven. Public kiosks, village volunteers and awareness campaigns can bridge this gap.
- Data privacy and security: Sensitive documents and personal data require robust encryption and regulatory oversight.
- Capacity building: Government staff and citizens alike need training to adopt the new system smoothly.
- Scaling up: Integrating more departments, linking with national platforms like DigiLocker, and adding AI‑powered language support can expand reach.
Conclusion: Mana Mitra reimagines how citizens interact with the state. If supported by digital literacy drives and strong data safeguards, it could become a cornerstone of India’s journey towards transparent, inclusive governance.