Odisha partners with Meta to deliver 175 citizen services via Ama Sathi Unified WhatsApp BOT

One of the key priorities of Mohan Majhi, Chief Minister, Government of Odisha is to ensure seamless delivery of citizen-centric services at the grassroots level, in line with the Odisha Right to Public Services Act. Advancing this vision, the government has leveraged WhatsApp, one of the most widely used digital platforms to offer access to complex public services, enhancing convenience, accessibility, and ease for citizens.

In a significant leap toward technology-driven public service delivery, the Government of Odisha, in association with Meta Platforms, has launched the Ama Sathi Unified WhatsApp bot, a pioneering initiative aimed at transforming how citizens access government services. With this launch, Odisha became the second state in India, after Andhra Pradesh, to deploy a unified WhatsApp-based platform for government services bringing governance directly to citizen’s mobile phones.

Launched by Manoj Ahuja, Chief Secretary of Odisha, the initiative reflects the state’s commitment to simplifying access to essential services such as certificates, permits, and administrative approvals especially at the last mile. By leveraging WhatsApp, a platform already embedded in everyday life, Ama Sathi removes long-standing barriers of distance, digital literacy, and bureaucratic complexity.

At its core, Ama Sathi is more than a chatbot, it is a digital bridge. Citizens can now submit 175 service requests, track application status in real time, receive verified responses to queries, and interact in multiple local languages. Secure OTP-based authentication ensures trust, while a built-in feedback mechanism keeps the system responsive and adaptive.

From rural villages to urban business hubs, early adoption stories paint a compelling picture. Citizens who once spent days navigating government offices now complete processes within minutes. Entrepreneurs experience faster permit approvals, and first-time digital users find confidence through intuitive, language-friendly interactions. During the pilot phase itself, the platform demonstrated up to 40% reduction in service processing time, underlining its impact on efficiency and transparency.

As Odisha accelerates toward a fully digital governance ecosystem, Ama Sathi stands out as a scalable, citizen-centric model, one that other states are already watching closely.

For insights into the vision, execution, and future roadmap of the initiative, Vineet Bhardwaj, Executive Director, Centre for Modernizing Government Initiative shares his perspectives. 

Ama Sathi has generated significant interest across the country. What makes this initiative truly distinctive?

What sets Ama Sathi apart is its citizen-first design philosophy. Instead of asking citizens to adapt to complex systems, we brought government services to a platform they already trust and use daily i.e., WhatsApp. This dramatically lowers adoption barriers and ensures inclusivity, especially for rural and semi-urban populations.

How does Ama Sathi support Odisha’s larger digital governance vision?

Ama Sathi is a cornerstone of Odisha’s last-mile digital delivery strategy. It aligns perfectly with our objective of transparent, responsive, and efficient governance. By automating routine processes, we free up human resources to focus on complex, value-driven citizen needs.

Security and trust are critical in digital public services. How are these addressed?

Absolutely. Ama Sathi incorporates secure OTP-based authentication and encrypted data flows. Citizens can be confident that their personal information and transactions are protected, which is essential for building long-term trust in digital governance platforms.

The platform supports multiple languages. How important is this for adoption?

Digital inclusion isn’t just about access, it’s about comfort and confidence. Multi-lingual support ensures that first-time digital users can interact without fear of misunderstanding, making technology truly empowering rather than intimidating.

What early outcomes have stood out during the pilot phase?

The most encouraging outcome has been the significant reduction in turnaround times, in some cases up to 40%. Equally important is citizen feedback, which shows higher satisfaction and reduced dependency on physical office visits.

What can citizens expect next from Ama Sathi?

This is just the beginning. Based on user feedback, we plan to expand service coverage, enhance AI-driven query resolution, and integrate additional departments. Ama Sathi will continue to evolve as a living platform, shaped by citizen needs.

Finally, how do you see Ama Sathi influencing digital governance beyond Odisha?

Ama Sathi demonstrates that simple, scalable technology can drive systemic change. I believe it will serve as a reference model for other states aiming to modernise governance while keeping citizens at the centre of transformation.

A model for the future

As Odisha strides confidently into the future of digital governance, Ama Sathi Unified WhatsApp bot stands as a powerful example of how technology, when thoughtfully deployed, can humanise governance. By making public services faster, accessible, and truly citizen-centric, the initiative reinforces a simple yet powerful promise: government services, always within reach, hassle-free and transparent.

For citizens, Ama Sathi is not just a tool, it is a new way of engaging with the state. For India’s e-governance landscape, it is a milestone worth watching.