Hyderabad (Telangana) [India], December 29: Marking a significant milestone in the evolution of digital governance, Hyderabad District Collector Hari Chandana was recently felicitated by Deputy Chief Minister Mallu Bhatti Vikramarka at Praja Bhavan. The honour was conferred in recognition of Hyderabad district’s outstanding performance in resolving public grievances across Telangana—an achievement driven largely by her pioneering initiative: India’s first WhatsApp-based grievance redressal system.
A Pioneering Step: WhatsApp Prajavani
While traditional platforms such as CM Prajavani and Collector Prajavani were already in place, Hari Chandana identified a critical gap—accessibility. For senior citizens, persons with disabilities, and many from vulnerable sections, visiting offices or navigating complex digital portals posed real challenges. Addressing this, she launched WhatsApp Prajavani (74166 87878), making Hyderabad the first district in India to integrate one of the world’s most widely used messaging platforms into an official grievance redressal mechanism.
The initiative was designed to provide direct, simple, and inclusive access. Citizens can now submit complaints and upload documents from their homes, eliminating physical, financial, and procedural barriers traditionally associated with government processes.
Greater Access, Wider Participation
The impact was immediate and far-reaching. With the government effectively becoming “just one message away,” public participation increased significantly. Citizens who earlier found grievance mechanisms time-consuming or intimidating began engaging actively through WhatsApp.
Despite the surge in complaints, efficiency remained uncompromised. Each grievance is automatically logged on a digital dashboard, assigned a unique tracking ID, and followed by a digitally generated Action Taken Report (ATR) sent directly to the citizen’s phone. This seamless integration of technology has substantially enhanced transparency, responsiveness, and public trust in the administration.
A ‘Change Maker’ with a Legacy of Firsts
This recognition is one among many in Hari Chandana’s career, which has become synonymous with trailblazing governance. She has consistently introduced “first-of-its-kind” initiatives that are now regarded as national best practices. From launching India’s first QR code-based feedback system in a Collectorate to improve staff accountability, to initiating the Senior Saathi programme that supports elderly citizens living alone, her work reflects a people-first approach.
Her contributions also include establishing India’s first pet park in Gachibowli and launching the Arunya e-commerce platform to empower rural artisans. By reimagining governance beyond conventional frameworks and offering creative solutions to long-standing problems, she has earned widespread public admiration.
It is this relentless innovation, accessibility-driven mindset, and commitment to citizen-centric governance that have led people to fondly refer to her as “The Change Maker IAS Officer.”
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