e-governance is not just about the routine application of digital technology in service delivery process. It is as much about multifarious interactions for ensuring transparency and accountability. In this context evaluate the role of the ‘Interactive Service Model’ of e-governance. (250 words)
E-governance transcends mere digital service delivery by fostering transparency, accountability, and citizen engagement. The ‘Interactive Service Model’ of e-governance plays a pivotal role in establishing direct, real-time communication between the government and citizens, enhancing trust and efficiency.
Role of the ‘Interactive Service Model’ in E-Governance
- Facilitating Two-Way Communication: This model enables citizens to interact with government services in real-time, such as through grievance redressal portals (e.g., Centralized Public Grievance Redress and Monitoring System – CPGRAMS), ensuring that their concerns are promptly addressed.
- Ensuring Transparency: It provides access to information about government decisions, policies, and programs, thus reducing corruption and enhancing transparency. For instance, the RTI Online portal allows citizens to access public records easily.
- Promoting Accountability: The model’s tracking and feedback mechanisms ensure officials are held accountable. For example, the MyGov platform allows citizens to participate in discussions, provide suggestions, and monitor government responses, ensuring responsibility in governance.
- Efficient Service Delivery: Interactive e-services like DigiLocker and UMANG (Unified Mobile Application for New-age Governance) allow citizens to access multiple government services efficiently, reducing bureaucratic delays and paperwork.
- Empowering Citizens: It encourages citizen participation in policy-making through platforms like e-Vidhan, enabling the public to contribute ideas, thereby enhancing democratic engagement.
- Reducing the Digital Divide: The use of local languages and mobile-based applications under this model makes government services accessible, especially for rural populations, thus promoting inclusivity.
Challenges
- Digital Literacy: Low digital literacy among citizens hampers the full utilization of interactive e-governance services.
- Infrastructure Gaps: Limited internet penetration, especially in rural areas, restricts the model’s reach.
Conclusion: The ‘Interactive Service Model’ of e-governance significantly enhances transparency, accountability, and citizen participation. Strengthening digital infrastructure and literacy will help maximize its potential for inclusive governance.
