Nara Lokesh.
Credit: X/@naralokesh
Hyderabad: First in the country, Andhra Pradesh, in collaboration with Meta, has launched its Digital Public Services WhatsApp chatbot 'Mana Mitra', giving approximately 50 million residents in the state convenient access to over 161 citizen-centric services.
The chatbot will offer services across six key categories- electricity bill payments, temple seva booking, bus ticket bookings, revenue, municipal and grievance services.
Available in Telugu and English this first-of-its-kind initiative integrates essential services into a single platform, making public service delivery faster, simpler, more inclusive, and accessible.
"This first-of-its-kind chatbot symbolizes our vision for a digitally inclusive Andhra Pradesh, where citizens can book and purchase bus tickets, plan temple visits, and get different certificates, all within their WhatsApp. This partnership is not only digitizing access to key public services in Andhra Pradesh but also making access as easy as chatting with a friend or family member on WhatsApp," said state IT minister Nara Lokesh while launching the chatbot at his residence in Undavalli in Amaravati on Thursday.
WhatsApp chatbot for govt services within 3 months of MoU
Lokesh further said that he thought of working with WhatsApp during the Yuvagalam Padayatra.
"I met and spoke to Meta India Head Sandhya. Nowhere in the world have so many services been brought through a single platform. Not even in terms of government. They asked if you could do it. On October 22 last year, an agreement was signed with Meta in Delhi. That day, I accepted the challenge. It was said that we would launch it by December. We are launching it three months and 9 days after the MoU," he said.
He also said that 36 departments will have to be connected to WhatsApp Governance. This is a very complicated task. In the second phase, around 360 civic services will be introduced through WhatsApp.
When certificates are provided, there will be a special QR code on them. If you scan that QR code, the link will go to the AP government website. With this, there will be no room for fake certificates.
Meta India Vice President and Head Sandhya Devanathan said, that the ease and simplicity of WhatsApp make it a preferred choice for people to get things done—from talking to friends and family, to booking bus tickets, accessing public services, and paying utility bills.
"We are excited to collaborate with the Government of Andhra Pradesh in launching ‘Mana Mitra’, which brings over 161 citizen-centric services directly to people’s fingertips in their preferred language and on a platform they use throughout the day," she said.
How does it work?
The chatbot also offers people the option to pay for their bookings and other services through a payment mode of their choice of all UPI, credit, and debit cards directly within WhatsApp. The chatbot also integrates WhatsApp Flows, which provide rich menus and customizable forms that support different needs.
People can simply send ‘Hi’ on 9552300009 to access a range of services. For bus bookings, the chatbot offers a smooth, user-friendly experience, allowing residents to select departure details and services right within the WhatsApp chat- eliminating the need to go to another website or open another app. It also provides real-time availability, showing both available and unavailable dates, helping users make quick, informed decisions.