AP Expands WhatsApp Governance, Records Rs 54.73 Lakh Transactions

The Andhra Pradesh government’s WhatsApp-based civic service initiative, Manamitra, has facilitated over 2.64 lakh transactions since its launch, with government departments collecting Rs. 54.73 lakh through the platform. This digital governance effort, developed in collaboration with Meta, aims to streamline access to public services.

Manamitra services were officially introduced by the Andhra Pradesh government on January 30, following an agreement signed with Meta in October of the previous year. These services allow residents to access government-related transactions directly through WhatsApp. IT Minister Nara Lokesh highlighted that dedicated servers have been established in Andhra Pradesh to support the initiative.

Within the first two weeks, Manamitra recorded 2.04 lakh transactions. Officials anticipate a substantial increase in usage, with projections suggesting that millions of daily transactions could be processed as more households integrate the service. Meta is facilitating these services at no cost, providing a seamless digital governance experience.

During the initial phase, Manamitra offers 161 government services, including revenue, municipal, and endowment services. QR-coded certificates are issued via WhatsApp, linking directly to government portals for verification, reducing the risk of fraudulent documentation.

The services available on WhatsApp include booking APSRTC bus tickets, paying electricity bills, tracking public grievances, and accessing Chief Minister’s Relief Fund (CMRF) updates. Additionally, individuals can avail services from the revenue, health, and police departments. Temple services, except those of the Tirumala Tirupati Devasthanams (TTD), are also accessible through the platform.

Chief Minister N. Chandrababu Naidu highlighted the need to expand WhatsApp-based governance further. During a recent review meeting, he instructed officials to work towards integrating 500 services within the next 45 days. The goal is to ensure that all essential government services are available on WhatsApp within three to six months, eliminating the need for citizens to visit government offices for routine transactions.

Naidu highlighted the importance of reducing bureaucratic inefficiencies by leveraging WhatsApp’s accessibility. Plans are underway to introduce real-time GPS tracking for APSRTC buses and integrate railway and movie ticket bookings through the platform. Additionally, the government intends to collect public feedback on service delivery through WhatsApp.

The Chief Minister announced that TTD services would soon be incorporated into the Manamitra platform. Furthermore, discussions are expected with the central government to explore the feasibility of integrating railway ticket bookings via WhatsApp. Cybersecurity measures, including Aadhaar-based authentication and QR-code verification, are also under consideration to enhance security and prevent misuse.

Since February 4, over 2.64 lakh transactions have been processed through Manamitra, with 41 per cent classified as financial transactions and 43.1 per cent related to information services. The education department recorded the highest volume of transactions at 82,938.

RTGS CEO K. Dinesh Kumar reported that 85 per cent of transactions were successfully completed, while 35 per cent encountered failures due to server speed limitations. He urged departments to enhance server capacity to accommodate rising demand.

Meta has indicated that transaction volumes will see significant growth as WhatsApp-based services expand. Payment gateways linked to government transactions are expected to handle an increasing volume of financial transactions. While Meta currently provides these services free of charge, discussions are ongoing regarding transaction fees for civic services.