Q18. 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.

Approach

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Introduction

E-governance refers to the use of digital technologies to streamline and enhance the access and delivery of government services. It not only improves efficiency but also promotes transparency and accountability through citizen engagement. As per Article 19(1)(a) of the Indian Constitution, which guarantees the right to information, the role of e-governance in making governance more transparent is critical in a democracy.

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Key Impacts of the Interactive Service Model in E-Governance:

  • Real-Time Feedback: Platforms like the Swachh Bharat Mission mobile app allow citizens to report unsanitary conditions, ensuring timely government action. Over 75 lakh complaints have been registered and resolved through such platforms (Swachh Bharat data, 2022).
  • Grievance Redressal: The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) has proven instrumental in addressing citizen complaints, receiving 20 lakh complaints in 2021, of which 90% were resolved, significantly boosting transparency in government processes.
  • Citizen Participation: The Digital India initiative has revolutionized governance with over 1.2 billion digital transactions in 2023 (MeitY). Initiatives like MyGov.in enable citizens to provide direct feedback, fostering a participatory approach to governance.

Initiatives Leveraging the Interactive Service Model:

  • Online Citizen Surveys: Under the Smart Cities Mission, regular online surveys gauge public opinion on urban projects. This model has been successful in shaping urban development policies that meet the real needs of citizens.
  • Social Media Interactions: Government agencies like the Ministry of Railways actively use Twitter and Facebook to handle real-time queries and grievances. In 2022 alone, the Ministry addressed over 1 lakh grievances via Twitter.
  • Public Consultations: The Draft National Education Policy (2020) received over 2 lakh suggestions through public consultations, demonstrating the impact of the interactive model in shaping critical national policies.

Conclusion

As Mahatma Gandhi once said, “The spirit of democracy cannot be imposed from without. It has to come from within.” The interactive service model in e-governance fosters this internal spirit of democracy by ensuring real-time feedback, participatory governance, and improved grievance redressal. Expanding this model can enhance policy implementation and lead to more inclusive governance outcomes.

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