Andhra’s Mana Mitra whatsapp governance platform expands to offer 1,126 govt services

Andhra Pradesh's Mana Mitra WhatsApp governance platform now delivers 1,126 government services across 35 departments, serving 58.2 lakh citizens. The state is expanding AI-driven governance through grievance redressal, data integration and predictive administration to improve public service delivery and welfare

Amaravati: Andhra Pradesh’s Mana Mitra whatsapp governance platform has expanded to offer 1,126 government services across 35 departments, serving 58.2 lakh people and recording more than 3.42 crore service sessions.

By bringing government services onto a familiar digital platform, Mana Mitra reduces the need for people to visit government offices or navigate multiple departmental websites, creating a single digital interface between citizens and the state, an official release late on Tuesday said.

---

“The platform has expanded to offer 1,126 government services across 35 departments, serving 58.2 lakh citizens and recording more than 3.42 crore service sessions,” it said.

The next layer of this transformation lies in grievance redressal. Andhra Pradesh has embedded artificial intelligence across its Public Grievance Redressal System (AI4PGRS), where citizens can register grievances through text, images or voice in a conversational interface.

Since June 2024, the platform has received over 17.6 lakh grievances, while AI now assists in grievance routing, analytics, response quality assessment and the development of standard operating procedures aimed at improving both the speed and quality of grievance resolution, the release said.

The AWARE (Advanced Warning and Advisory for Resilient Ecosystem) platform represents one of the state’s most significant governance innovations.

Operating 61 live statewide use cases, AWARE integrates weather, hydrology, agriculture, public health, air quality and disaster intelligence into a single platform, allowing departments to move from reactive administration to proactive governance.

Some services operate continuously throughout the year, while others activate during agricultural cycles, monsoon periods or emergency situations, providing officers with real-time alerts and predictive intelligence.

Complementing these citizen-facing platforms is the State Data Lake, which consolidates data from across government into a unified digital platform, enabling real-time analytics, evidence-based policymaking and more responsive public service delivery.

The platform has already integrated 55 databases across 41 departments and autonomous organisations, with AI applications being built on top of this common data infrastructure. The results are beginning to demonstrate the value of data-driven governance.

The system has identified 17,547 pension anomalies with an estimated annual savings potential of Rs 84.22 crore, removed 1.61 lakh deceased beneficiaries from Rice Cards, identified nearly 96,000 ineligible beneficiaries under the Jagjeevan Jyothi scheme, and flagged 1.28 lakh duplicate housing sanctions for review.

Artificial intelligence is also increasingly supporting frontline administration. Through the state’s AI Acceleration Project, 98 AI use cases have been identified across government, of which 29 have already entered statewide production.

These applications span public health, agriculture, taxation, policing and citizen grievance management, including tuberculosis risk prediction, crop disease detection, GST fraud detection and AI-enabled CCTV analytics, the release said.

For government officials, platforms such as RTGS Lens, Revenue One and the Single Search Bar are changing the way administrative decisions are made.

RTGS Lens has integrated 506 departmental workflows across 28 departments, allowing officers to access real-time dashboards and analytics.

Revenue One is digitising land and revenue records, with over 19,000 revenue officials actively using the platform, while the AI-powered single search bar has already assisted users with more than 1.8 lakh government information queries.

The state’s longer-term vision extends beyond digital service delivery towards what it describes as precision governance.

The proposed Family Benefit Management System (FBMS) aims to make the family, rather than the individual, the basic unit of welfare delivery by integrating datasets across departments, creating a unified family database and developing AI-based vulnerability scores to improve targeting of government schemes, the release said.

The roadmap over the next three years includes expanding AI across departments, operationalising AI Living Labs, scaling the State Data Lake, launching AP One as a unified citizen platform and institutionalising AI-enabled governance across public administration.

If successfully implemented at scale, the state’s experiment could offer one of India’s most comprehensive models for AI-enabled governance, demonstrating not only how technology can digitise government but also how it can fundamentally reshape the way governments function, the release added.