e-governance is not just about the routine application of digital technology in service delivery process.…

Question

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.

Ghissu Editorial · Accepted Answer

The Interactive Service Model advances transparency and accountability by making e-governance a two-way loop in which citizens raise requests, track action and rate officials. CPGRAMS, Rajasthan's Jan Soochna Portal and Odisha's Mo Sarkar prove its role, though access gaps and tokenistic consultation keep it partial.

**Introduction**

The 2nd ARC (2008) framed e-governance as SMART governance, and its accountable and transparent parts need two-way exchange, not mere automation. The Interactive Service Model supplies this by bringing citizens into direct, continuous interaction with government.

**Interactive Model's Role in Transparency and Accountability**

SKETCH: flow-cycle | Interactive Service Loop
- Citizen raises request
- Routed to officer
- Time-bound action
- Public status tracking
- Citizen feedback

1. **Grievance redress**: CPGRAMS lets citizens lodge, track and rate complaints against any central ministry, fixing responsibility on a named officer.
2. **Proactive disclosure**: Rajasthan's Jan Soochna Portal (2019) publishes beneficiary data under Section 4 of the RTI Act so villagers can verify their own entitlements.
3. **Feedback on officials**: Odisha's Mo Sarkar (2019) collects citizen ratings of police and hospital staff, and cVIGIL (2018) tracks poll-code complaints to closure.
4. **Participation**: MyGov (2014) crowdsources ideas, opening policy choices to public view.

**Where the Interactive Model Falls Short**

1. **Disposal without resolution**: Template replies close many grievances, which forced CPGRAMS to add citizen feedback and appeals.
2. **Access gap**: Women are 30% less likely than men to use mobile internet (GSMA, 2024).
3. **Tokenistic consultation**: The Pre-Legislative Consultation Policy (2014) is not binding, and the 2020 farm laws began as ordinances with no public draft.

**Way Forward**

1. **Closure on satisfaction**: Treat grievances as resolved only after citizen confirmation, as Sevottam implies.
2. **Assisted access**: Use Common Service Centres and Bhashini for vernacular, voice-based interaction.

**Conclusion**

The Interactive Service Model most directly serves transparency and accountability by making the state answerable in real time. Its role is substantial but partial; inclusive access and feedback that changes decisions will realise SDG 16.7.

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.

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