Panchamitra brings various services — from tracking water supply issues to applying for building permits — to a single platform, which citizens can access by sending a message. However, people demand a more user-friendly experience.
Published Oct 22, 2024 | 8:00 AM ⚊ Updated Oct 22, 2024 | 3:14 PM
Panchamitra WhatsApp Chat revolutionising Gram Panchayat access. (Screengrab)
In an era of rapid digitalisation, Karnataka’s Panchamitra WhatsApp Chatbot provides citizens easy access to Gram Panchayat services and information.
Launched by the Rural Development and Panchayat Raj Department, Panchamitra, accessible through WhatsApp (8277506000), has become a crucial tool for citizens seeking to interact with their local governments.
It consolidates various services—from tracking water supply issues to applying for building permits—on a single platform, which citizens can access by simply sending a message.
However, while Panchamitra promises convenience and transparency, users have encountered many challenges. While it has transformed rural citizens’ engagement with their panchayats, there are growing calls for the chatbot to become more user-friendly and intuitive.
Traditionally, accessing services from Gram Panchayats—local governing bodies responsible for the administration of rural areas—was a cumbersome process.
Panchamitra — usage.
Citizens had to visit multiple portals or offices, often spending hours waiting in queues or navigating bureaucratic procedures. Recognising the need for an easier and more accessible solution, the Panchayat Raj Department introduced the Panchamitra chatbot to streamline this interaction.
“We wanted to bring government services to people’s fingertips,” said the spokesperson for the Panchayat Raj Department who wished to remain anonymous. “With WhatsApp being widely used across Karnataka, it made sense to leverage the platform to provide quick access to essential services.”
The chatbot allows users to access information about elected representatives, Gram Panchayat staff, proceedings of meetings, and revenue collection. It also offers services such as building construction licences, water supply connections, and maintenance requests for village sanitation and streetlights.
The chatbot includes a grievance registration system, enabling citizens to lodge complaints on issues like road repairs and water shortages.
Since its launch, Panchamitra has received a positive response from citizens, who previously struggled with the complexities of rural governance.
Sangeeta R, a farmer from Belagavi, said the chatbot has made accessing government services far easier. “Earlier, we had to go to the Panchayat office or rely on others to navigate the online portals. Now, I just send a message, and I get the information I need,” she explains.
Rajesh Kumar, a small business owner in Tumakuru, appreciates the time saved by using the chatbot. “I applied for a trade licence through Panchamitra, and the process was smooth. It took a lot less time than visiting the office and waiting in line,” he shares.
However, while many users find the chatbot helpful, others argue that it needs to be more user-friendly. Some citizens, particularly those not well-versed in technology, have struggled with the bot’s interface and navigation.
Despite its potential, Panchamitra has drawn criticism for being somewhat cumbersome. Users have reported that the chatbot’s menu is not always intuitive, and at times, the responses it generates can be confusing or unclear.
“There are too many steps involved to get to the right information,” says Mallikarjun G, a 45-year-old resident of Chamarajanagar. “Sometimes, I have to send multiple messages to I get what I need. It can be frustrating, especially for older people like me who are not as comfortable with smartphones.”
The problem is exacerbated by language barriers. Though the chatbot primarily responds in Kannada, many rural citizens find the system’s phrasing complicated to understand.
Nandini K, a schoolteacher in Kundapura, echoes this concern. “The chatbot replies in Kannada, but sometimes it uses technical terms that people in villages may not be familiar with. It would help if the language were simpler, and there were more instructions on how to use it,” she suggested.
Despite these shortcomings, the Panchayat Raj Department maintained that Panchamitra is a work in progress. Officials stated that they are actively gathering feedback to improve the platform and address the concerns raised by users.
“We know that there are some challenges, especially in terms of usability,” says. “We are working on simplifying the interface, improving response accuracy, and adding more user-friendly features in the coming months,” the spokesperson said.
There have also been suggestions for introducing voice-activated services, which could be a game-changer for the rural elderly or those less comfortable with typing on smartphones. Additionally, users have called for more training and awareness initiatives to ensure that citizens fully understand how to use the chatbot and the range of services it offers.
One of Panchamitra’s most praised features is its grievance redressal system.
Through the chatbot, citizens can lodge complaints about issues such as water shortages, road maintenance, and public sanitation. Importantly, the chatbot provides real-time updates on the status of these complaints, ensuring transparency and accountability.
“Before Panchamitra, it was difficult to know what happened after filing a complaint. Now, I can track it and even follow up if there’s a delay,” said Shivanna, a resident of South Bengaluru, who used the chatbot to report a road repair issue. “It’s not perfect, but it’s better than before.”
Panchamitra represents a significant step towards digitising governance in rural Karnataka. By leveraging the popularity and accessibility of WhatsApp, the state has made it easier for citizens to interact with their Gram Panchayats.
However, as more citizens begin to rely on the chatbot, there is a growing consensus that improvements are necessary.
For rural communities, the ease of accessing government services is not just a matter of convenience—it’s a matter of empowerment. Panchamitra has the potential to bridge the gap between citizens and governance, provided that the user experience is continually refined to meet the needs of its diverse audience.
As Panchamitra evolves, it has the potential to set a precedent for other states looking to improve access to government services through technology. However, for now, ensuring that the platform is user-friendly and accessible to all remains the biggest challenge.
In the words of Sangeeta, “Panchamitra has been a good start. But for it to truly work for everyone, it needs to be simpler—because governance should be for the people — all people.”
(Edited by Majnu Babu).
