Mana Mitra: Andhra Pradesh’s WhatsApp Governance Model
Syllabus: Governance (UPSC GS II)
Source: TNIE
Context
Andhra Pradesh has expanded its WhatsApp-based governance system Mana Mitra to offer more than 200 digital services, covering 738 services across 36 departments. The Union Government is planning to adopt this model at the national level as a best practice in e-governance.
What is Mana Mitra?
Mana Mitra is India’s first WhatsApp-based governance platform, launched in January 2025.
It allows people to access public services without visiting government offices, using only a WhatsApp message.
Objectives of the Platform
- Provide easy, quick access to government services
- Reduce need for physical visits and paperwork
- Improve transparency with QR-verified digital documents
- Support digital inclusion, especially in rural areas
How it Works (Simple Flow)
- Citizens send a message to WhatsApp Number: 9552300009
- A chatbot shows available services
- Users select the service
- Certificates are delivered digitally with QR verification
Future upgrades: AI chatbot, voice commands, blockchain authentication.
Key Features
| Feature | Details |
|---|---|
| Services Covered | 738 services across 36 departments |
| Ease of Use | Type Hi → access documents / pay bills |
| Secure Delivery | QR-coded certificates to avoid fraud |
| Tech Support | Developed with Meta (WhatsApp) |
| Next Phase | AI-driven multilingual support & voice bots |
Why Mana Mitra is Important
- Makes governance citizen-friendly, fast and transparent
- Saves time, travel cost & paperwork
- Helps rural population use government services from home
- Improves monitoring through real-time dashboards
- Identified by DARPG as a model for nationwide replication
Challenges Ahead
- Internet gaps in remote areas
- Cybersecurity vulnerabilities
- Training required for field-level staff
- Data privacy concerns (DPDPA 2023 compliance)
- System must handle high usage without failure
Way Forward
- Expand AI & voice-based multilingual chatbots
- Strengthen cybersecurity and blockchain verification
- Increase digital literacy drives, especially in rural belts
- Integrate with UPI, DigiLocker, CoWIN & central e-services
- Build national WhatsApp Governance platform for India
Conclusion
Mana Mitra shows how governance can come directly to a citizen’s phone.
If scaled across India, it could become a major step toward the vision of Digital India and Viksit Bharat 2047, ensuring smarter, faster, transparent public service delivery.
