Q. 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.

Model Answer:

E-governance extends beyond the mere application of digital technology in service delivery. It encompasses a complex web of interactions aimed at enhancing transparency and accountability in governance. The Interactive Service Model plays a crucial role in achieving these objectives.

• Multifaceted Nature of E-governance:

– E-governance facilitates multi-directional communication between government, citizens, businesses, and other stakeholders.
– It enables real-time information sharing, feedback mechanisms, and participatory decision-making processes.
– These interactions foster transparency by making government operations more visible and accessible to the public.
– E-governance promotes accountability by creating digital trails of transactions and decisions, enabling easier audits and oversight.

• Interactive Service Model:

– This model emphasizes two-way communication between government and citizens through digital platforms.
– It allows citizens to not only access services but also provide feedback, report issues, and participate in policy discussions.
– Key features include online forums, social media integration, mobile apps, and interactive websites.
– The model supports personalized service delivery by tailoring information and services to individual citizen needs and preferences.

• Evaluation of the Interactive Service Model:

– Enhances transparency: Citizens can track the status of their requests and monitor government activities in real-time.
– Improves accountability: Officials are more responsive due to public visibility of their actions and decisions.
– Increases efficiency: Streamlines service delivery by identifying bottlenecks and areas for improvement based on user feedback.
– Promotes inclusivity: Provides multiple channels for citizen engagement, accommodating diverse needs and preferences.
– Fosters innovation: Encourages the development of new solutions and services based on citizen input and changing societal needs.

• Challenges:
– Digital divide may limit access for certain segments of the population.
– Requires continuous technological upgrades and maintenance.
– Ensuring data privacy and security in interactive platforms.
– Managing and responding to the increased volume of citizen feedback and interactions can strain government resources.

Conclusion: The Interactive Service Model significantly advances e-governance by fostering citizen engagement, thereby enhancing transparency and accountability in government operations.