Connecting citizens at scale: Jawaharlal Nehru Port Authority’s success with Gallabox

About Jawaharlal Nehru Port Authority

Jawaharlal Nehru Port Authority (JNPA) is one of India’s largest and busiest container ports. With the development of the new Vadhvan Port area, the authority needed a reliable way to communicate with the local community — sharing information about the project, addressing concerns, and enabling two-way dialogue with citizens.

Challenges before Gallabox

Communicating with the people near the newly opened Vadhvan Port area was a significant challenge. Before Gallabox, information was circulated only through the channel of government offices in document mode — a slow process that meant targeted citizens might receive information late or not at all.

There was no two-way communication channel. Citizens couldn’t easily reach the authority with questions, and the authority had no scalable way to send updates directly to the public.

Initial solutions tried

Before selecting Gallabox, JNPA tested trial versions of various WhatsApp Business API platforms.

• Multiple WABA API providers evaluated: Other providers expected JNPA to handle Meta Business registration independently, adding complexity and delay.
• Document-based communication:The pre-existing process relied entirely on information being circulated through government offices — slow, indirect, and unreliable.

Why JNPA chose Gallabox

Gallabox’s user interface, adaptability, and hands-on customer support made it the clear choice. The deciding factors included:

• Superior UI and ease of use: After testing multiple platforms, Gallabox’s interface was the most intuitive and easily adaptable.
• End-to-end onboarding support: Gallabox’s team managed the entire Meta Business registration and WhatsApp channel activation within days.
• Broadcast capability: Instant, scalable messaging to reach the entire target audience with a single broadcast.
• Chatbot for citizen queries: Automated bot to handle incoming questions from citizens, providing instant responses.

Goals with Gallabox

JNPA implemented Gallabox with a clear focus on establishing a direct, two-way communication channel with citizens. The goals were to:

• Send broadcast messages to citizens near the Vadhvan Port area with project updates, notices, and information. ‍
• Enable two-way communication so citizens can reach the authority directly with questions and concerns.
• Automate responses to common queries through a WhatsApp chatbot. ‍
• Replace slow, document-based government communication with instant WhatsApp delivery.

Impact on business growth

The adoption of Gallabox had a measurable impact on JNPA’s citizen communication:

• 95% estimated impact on operations, as WhatsApp broadcasts replaced the slow, indirect process of circulating information through government office documents.
• Instant information delivery, with targeted citizens now receiving updates immediately instead of through delayed document channels.
• Two-way communication established, as the chatbot enables citizens to reach the authority directly with questions — something not possible before.
• 9/10 customer satisfaction, reflecting citizens’ positive response to the new, accessible communication channel.

Where ease meets impact

JNPA’s story is proof that WhatsApp automation isn’t just for businesses — it can transform how government bodies communicate with citizens. By using Gallabox, JNPA replaced slow, document-based communication with instant, scalable broadcasting that reaches the right people at the right time.

For an authority responsible for one of India’s most important infrastructure projects, Gallabox became the bridge between government and community — turning one-way document circulation into meaningful two-way conversations.