In a decisive move toward digitally empowered governance, the Government of Odisha has partnered with Meta Platforms to roll out the Ama Sathi Unified WhatsApp Bot, a forward-looking initiative designed to redefine how citizens interact with public services. With this rollout, Odisha becomes the second Indian state after Andhra Pradesh to introduce a single-window, WhatsApp-based interface for government services—bringing administration closer to citizens than ever before.
By harnessing WhatsApp, a platform already
deeply woven into daily communication, Ama Sathi eliminates traditional hurdles
such as physical travel, procedural complexity, and limited digital
familiarity. Residents can now apply for
certificates, permits, and approvals, monitor the progress of
applications in real time, receive authenticated responses, and engage with the
system in multiple regional languages.
Security is reinforced through OTP-based
verification, while an integrated feedback loop ensures continuous
improvement.
The early response from the ground has been
striking. From remote rural communities to urban commercial centres, citizens
are reporting a dramatic shift in service delivery. Processes that once
required multiple office visits and long waiting periods are now completed in
minutes. Small business owners benefit from quicker approvals, while first-time
digital users find the interface intuitive and reassuring.
During its pilot phase, Ama Sathi recorded up to a 40% reduction in service processing time,
highlighting tangible gains in transparency, responsiveness, and administrative
efficiency.
As Odisha advances toward a comprehensive digital governance framework, Ama Sathi emerges as a scalable, citizen-first blueprint—one that is already drawing attention from other states looking to modernise public service delivery.
BY: Nirosha Gupta
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