In News:

• The Central Government, through the Department of Administrative Reforms and Public Grievances (DARPG), has decided to study and replicate Andhra Pradesh’s “WhatsApp Governance Model”, recognized as a national best practice in e-governance.
• The announcement came during the 28th National Conference on e-Governance 2025, held in Visakhapatnam on the theme “Viksit Bharat: Civil Service and Digital Transformation.”

About Mana Mitra

• Mana Mitra, launched by the Andhra Pradesh government in January 2025, is India’s first WhatsApp-based governance platform.
• It integrates 36 departments and provides 738 citizen services through a single WhatsApp number — 9552300009 — ensuring accessibility, efficiency, and transparency in public service delivery.

Objectives

• Ease of Access: Deliver services through WhatsApp, a widely used platform, reducing citizens’ dependence on physical offices.
• Transparency & Trust: Digital certificates are issued with QR-coded verification, minimizing fraud and fake documentation.
• Inclusivity: Brings governance to the mobile phones of rural and remote citizens, fostering last-mile digital inclusion.

How It Works

• Single-Number Access: Citizens initiate a chat by sending “Hi” on WhatsApp.
• Menu-Driven Services: A chatbot guides users through departments and available services—education, revenue, endowments, RTC, tourism, and health.
• Instant Document Delivery: Documents such as income and caste certificates, hall tickets, and tax receipts are generated digitally with verifiable QR codes.
• Real-Time Dashboard: Tracks service delivery, ensuring accountability and performance monitoring.
• Next-Gen Tech Integration: Future phases will use AI chatbots, voice-based assistance, and blockchain authentication for secure transactions.

Key Features

• Wide Coverage: 738 services across 36 departments.
• Security: Built-in encryption and QR verification to prevent misuse.
• Partnership with Meta: Ensures robust backend infrastructure and global-grade security.
• Scalability: Phase-II aims to include AI, voice, and real-time grievance redressal systems.

Significance and Impacts

• Citizen-Centric Governance: Empowers citizens by providing services at their fingertips, in line with the vision of Minimum Government, Maximum Governance.
• Administrative Efficiency: Reduces paperwork, manual processing, and delays through automation.
• Cost and Time Savings: Citizens save travel and administrative costs; departments save on manpower and logistics.
• Digital Inclusion: Leverages WhatsApp’s nearly 500 million Indian users, ensuring access even in areas with limited digital literacy.
• Model for Replication: DARPG recognized it as a national model to be documented and replicated across all states.

Challenges

• Digital Divide: Connectivity issues in remote and tribal regions can hinder equitable access.
• Cybersecurity Threats: Phishing, fake accounts, or data breaches must be prevented through strong encryption and verification systems.
• Capacity Building: Frontline staff need training for effective digital grievance handling.
• Data Privacy: Must comply with the Digital Personal Data Protection Act (DPDPA) 2023.
• Scalability and Reliability: Systems must withstand heavy user loads without technical failures.

Way Forward

• AI & Voice Integration: Enable predictive service delivery and multilingual assistance.
• Strengthen Cybersecurity: Introduce two-factor authentication and blockchain-based certification.
• Enhance Digital Literacy: Awareness campaigns targeting rural, elderly, and marginalized populations.
• Institutionalization: Provide legislative backing to make WhatsApp governance legally accountable.
• Nationwide Replication: Integrate with platforms like DigiLocker, UPI, and CoWIN to create a unified digital service ecosystem.

The 28th National Conference on e-Governance 2025

• Venue: Visakhapatnam, Andhra Pradesh.
• Organizers: DARPG and the Ministry of Electronics & IT in collaboration with the AP Government.
• Theme:Viksit Bharat: Civil Service and Digital Transformation.
• Participants: Delegates from 28 States and 8 Union Territories, including 70 speakers.
• Focus Areas:
  • AI for Viksit Bharat: Driving inclusive and scalable solutions.
  • Cybersecurity and digital sovereignty in e-governance.
  • Gram Panchayat-level innovations and agri-stack development.
  • Role of subsea cables and AI data centers in digital infrastructure.

Conclusion

Mana Mitra represents a transformative step in India’s digital governance journey, bridging citizens and the state through a simple yet powerful medium — WhatsApp. By ensuring transparency, efficiency, and inclusivity, it exemplifies how technology can democratize governance. If successfully replicated nationwide, this model could become a cornerstone of Viksit Bharat 2047, bringing governance truly “to the people’s fingertips.”