@Brendanjones governments rely on a number of private services for public facing service. Including, phone companies, internet service providers or, in some jurisdictions, mail delivery. Ideally, the government should meet the people it is serving where they are. That said, access to public services should not rely on a single service, that has no regulatory oversight (like WhatsApp). If it is a platform they want to utilize, it should be one of many, and it should have regulatory oversight.