Hyderabad (Telangana) [India], January 6: In a landmark achievement for digital governance, Hyderabad District Collector Hari Chandana was recently honoured by Deputy Chief Minister Mallu Bhatti Vikramarka at Praja Bhavan. The award recognises Hyderabad district’s top performance in resolving public grievances across Telangana—a success driven by her groundbreaking innovation: WhatsApp-based grievance redressal system.
A Pioneering Leap: WhatsApp Prajavani
While traditional grievance platforms like CM Prajavani and Collector Prajavani have been the standard, Hari Chandana identified that physical mobility and technical complexity often excluded the most vulnerable. To solve this, she introduced WhatsApp Prajavani (74166 87878), making Hyderabad the first district in the country to integrate the world’s most popular messaging app into official grievance machinery.
The primary objective of this innovation was to provide direct, effortless access to the elderly and divyangs (persons with disabilities). By allowing them to submit petitions and documents from their homes, the initiative removed the physical and financial barriers of traveling to government offices.
Increased Accessibility Leading to Record Engagement
The impact of this innovation was immediate and far-reaching. By making the government “just a message away,” the platform led to a significant increase in the total number of grievances received. Citizens who previously found the formal process intimidating or time-consuming began using the WhatsApp service to voice their concerns.
Despite this surge in volume, the system’s efficiency remained unmatched. Every message is automatically logged into a digital dashboard, assigned a unique tracking ID, and followed by a digital Action Taken Report (ATR) sent directly back to the citizen’s phone. This seamless integration of technology has transformed the administration’s responsiveness and transparency.
A Legacy of Firsts and the ‘Change Maker’ Reputation
This award is just the latest in a series of pioneering efforts by Hari Chandana. Her career is defined by “first-of-their-kind” initiatives that have now become national benchmarks. She introduced QR Code-based feedback system at the Collectorate to ensure staff accountability and pioneered the Senior Saathi program, a unique initiative that provides companionship and support to lonely elderly citizens.
From establishing Pet Park in Gachibowli to launching the Aarunya e-commerce platform for rural artisans, her work consistently pushes the boundaries of traditional administration. It is this relentless pursuit of creative solutions to age-old problems that has earned her immense public affection. That is the reason the public popularly calls her “The Change Maker IAS Officer.”
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