Introduction
In an era of digitalisation, WhatsApp has become an essential social media platform for governments worldwide to enhance quick communication and ensure service delivery and transparency. Recently, the government of Andhra Pradesh initiated WhatsApp-based governance services by aligning them with Chief Minister Chandrababu Naidu’s vision for citizen-centric digital transformation. By doing so, Andhra Pradesh has become India’s first state to launch a WhatsApp digital public services chatbot at this scale. The “WhatsApp Governance” initiative under the Mana Mitra program launched on January 30, 2025, enabling citizens to access 160 services directly through the messaging app. The chatbot, available in Telugu and English, integrates essential public services into a single platform, making governance more accessible and efficient. This initiative eliminates the need for multiple visits to government offices for document procurement. In the first phase, services from departments such as Endowments, Energy, APSRTC, Revenue, Anna Canteens, CM Relief Fund, and Municipal Administration are available, with more services planned for the second phase. Tirumala Tirupati Devasthanams also intends to integrate WhatsApp services to allow citizens to book darshan tickets and accommodations via WhatsApp, further enhancing convenience and accessibility.
Key Areas of WhatsApp Use by State Governments
State governments, government agencies are increasingly leveraging platforms like WhatsApp to enhance citizen engagement and streamline operations, encompassing areas such as direct grievance redressal and information dissemination through helplines as seen with the MyGov Corona Helpdesk. These platforms also help in improving service delivery and public welfare through transparent, timely notifications like those for ration cardholders, facilitating rapid disaster management and emergency communication with real-time alerts and rescue coordination as demonstrated by Odisha and Andhra Pradesh during natural disasters. Boosting capacity building and training through interdepartmental communication and resource sharing among officials are some of the key areas wherein platforms like WhatsApp are helpful in contributing to more efficient decision-making and avoiding communication delays. State agencies such as Vigilance and Anti-Corruption Bureau, Kerala, and Anti-Corruption Bureau, Telangana, allow citizens to report corrupt officials using WhatsApp, with evidence attached, fostering transparency to a specific mobile number. Corruption-related information can be passed on through WhatsApp to the ACB officials for quick action.
Advantages of WhatsApp in Governance
Of all the communication apps widely available, WhatsApp has become a powerful tool for governments due to its wide reach and accessibility, ensuring connectivity even in the most remote areas. Its user-friendly interface simplifies interaction with government services for citizens of all ages and literacy levels. The platform enables real-time communication, allowing governments to instantly disseminate critical updates to a vast audience around the clock. Moreover, compared to traditional communication methods, WhatsApp offers a cost-effective solution that significantly reduces expenses while expanding the scope of communication. Police in different states are taking various steps to provide hassle-free, more convenient, and accessible services to ensure the dignity of women by using the latest technologies. For instance, the Bhartiya Nagarik Suraksha Sanhita (BNSS) 2023, which replaced the CrPC, will enable citizens to register ‘Zero FIRs’ or ‘E-FIRs’ via WhatsApp.
Challenges in WhatsApp Governance:
Due to its ease of use and the large telecom base in India, WhatsApp has witnessed exponential growth in messaging volume. The number of daily messages exchanged skyrocketed from 1 billion in 2011 to 140 billion by July 2023.
According to Statista, the number of smartphone users in India was one billion in 2023 and is projected to reach 1.55 billion by 2040. India’s mobile-first approach and WhatsApp’s seamless mobile experience are expected to further WhatsApp adoption nationwide.
While WhatsApp is a crucial communication tool, there is also a risk of misuse of data. Therefore, governments must take proactive steps to safeguard the large amounts of citizens’ data. Ensuring the privacy of citizens’ data and securing communications against breaches is an utmost priority. We live in an era where cyber security has emerged as one of the global threats, and India is one of the leading victims of cyber crimes due to the rapid spread and rise of cybercrimes.
The misinformation spread on WhatsApp and other social media platforms often becomes a cause of concern. The governments require active counter measures, including partnerships with fact-checking organisations to validate the information and communicate with citizens through official channels and government-recognised platforms.
Digital literacy and smartphone access disparities still exist. Illiteracy is high in India, especially digital literacy, and the lack of knowledge has also become a hindrance, especially for people living in rural areas.
Holding Leaders Accountable
Not happy with the performance of his party MPs attending the Parliamentary sessions, Prime Minister Narendra Modi ordered a WhatsApp group for MPs to tackle absenteeism in 2014. MyGov, an initiative by the India Government, is the best example of how governments can leverage WhatsApp to enhance citizen engagement and streamline public communication to over nine crore WhatsApp users. Through WhatsApp, people can receive updates, participate in surveys and polls, open discussions, and provide feedback on government policies.
Future of WhatsApp Governance
India continues its journey towards Digital India, WhatsApp’s role in governance can be expanded & governments must adopt innovative approaches to enhance service delivery. The use of WhatsApp by various governments has demonstrated its potential as a tool for citizen engagement, service delivery, and crisis communication.
A first initiative of this kind in the country, the Andhra government decided to introduce the WhatsApp platform as a bridge that connects the digital divide between the Government and citizens and ensures last-mile connectivity by offering plenty of services widely, which is a welcome move.
WhatsApp’s role in AP governance is poised to evolve further. WhatsApp’s utility will likely expand from an information dissemination tool to an interactive governance platform, fostering greater civic participation and a more responsive administrative framework.
AI-powered chatbots for 24/7 service delivery, integration with other e-governance platforms such as Digilocker and My Scheme, and multilingual support to cater to India’s diverse population. Collaborative efforts with tech companies, government bodies, and fact-checkers can strengthen WhatsApp’s functionality for effective governance.
The government’s integration of WhatsApp highlights its pivotal role in filling the gap between authorities and citizens. By harnessing WhatsApp’s accessibility, cost-efficiency, and user-friendly interface, governments can set standards in digital governance as a real-time communication tool. However, a balanced approach that addresses privacy, security, and inclusivity is essential to fully realise WhatsApp’s potential in transforming governance.
Author’s Bio: Ramesh Kotnana works as Senior Manager (Competitive Analysis & Strategy) at the Indian School of Business’s Centre for Business Innovation. He has a Master’s degree in Library and Information Science from Andhra University and about two decades of work experience in information services and knowledge management domain.