Odisha to Revamp ‘Ama Sathi’ Chatbot for Improved Public Service Delivery

Bhubaneswar: Seeking to enhance accessibility and efficiency in revenue services, the Odisha government has initiated steps to upgrade its WhatsApp-based ‘Ama Sathi’ chatbot, making it more responsive and citizen-centric.

The decision was taken during a high-level review meeting chaired by Revenue and Disaster Management Minister Suresh Pujari at Lok Seva Bhawan, where officials discussed measures to strengthen grievance redressal through digital platforms.

Under the proposed upgrade, citizens will be able to lodge complaints more seamlessly via WhatsApp, while Tehsildars and field-level officers will be empowered to acknowledge and act on grievances in real time. The system will also allow senior authorities, including the Minister and top officials, to track complaint status and ensure accountability.

To support the revamped system, the department plans to deploy dedicated personnel and streamline backend processes for faster service delivery. Special emphasis will be placed on prioritising urgent grievances and collecting citizen feedback after resolution to further improve service standards.

The initiative will also be integrated into training programmes for government officials. New recruits from the Odisha Administrative Service (OAS) and Odisha Revenue Service (ORS) will receive training through the Revenue Officers’ Training Institute, while existing Tehsildars and officers will undergo virtual sessions to strengthen their handling of digital grievance systems.

Arabinda Kumar Padhee, Additional Chief Secretary of the department, emphasised that the move reflects the government’s commitment to leveraging technology for transparent, efficient, and citizen-friendly governance.