Naidu urges Andhra Pradesh departments to expand tech-led governance and scale AI use for faster public services
Andhra Pradesh Chief Minister N. Chandrababu Naidu asked officials to deepen tech-driven governance and increase the use of AI tools to speed up grievance redressal. He also cited the state’s WhatsApp-based service delivery platform and pushed training and audits to support the shift.
A push to make 2026 the year of “technology-driven decision-making”
Andhra Pradesh Chief Minister N. Chandrababu Naidu has called on government departments to expand technology-led governance and scale the use of artificial intelligence in delivering public services. In a review meeting with departmental officials, he urged teams to adopt AI-enabled analytics and decision support so that citizen issues can be addressed faster and field staff workload can be reduced.
Naidu’s pitch was framed as a year-long organisational shift, with officials asked to work toward declaring 2026 as the year of “technology-driven decision-making.” The message aligns with a broader trend across Indian states: digitisation is no longer just about putting forms online, but about compressing response times, improving monitoring, and increasing administrative visibility into where service delivery breaks down.
AI for grievance redressal: speed, consistency and accountability
The chief minister suggested that departments explore AI tools specifically for quicker grievance resolution, aiming to shorten the time taken to route complaints, identify responsible offices, and track completion. In practice, such systems can range from automated classification of complaints to predictive dashboards that flag repeat failures (for example, recurring infrastructure issues in a particular ward).
However, Naidu also stressed that technology adoption needs governance scaffolding: mandatory training for staff and regular performance audits. The goal is to avoid a “tool rollout” without operational change—where systems exist but do not produce measurable improvements in turnaround times, quality of responses, or citizen satisfaction.
WhatsApp governance as a delivery channel
Officials told the chief minister that 878 government services are being delivered via the Mana Mitra WhatsApp governance platform, and that it has been used by 1.43 crore people so far. The use of familiar messaging apps is intended to reduce friction for users who might not download separate apps, while also giving the government a single channel for updates, reminders, and feedback.
The larger test for AI-led governance will be whether these tools materially improve outcomes: fewer repeat complaints, clearer service timelines, better transparency in decision-making, and reduced dependence on manual escalation. The state’s plan suggests that, in 2026, such metrics could become central to how departments are evaluated.