Subject: Governance

The advent of Digital India Mission has transformed governance from mere computerization to an interactive ecosystem fostering transparency and accountability through multi-stakeholder engagement. The Interactive Service Model (ISM) represents a paradigm shift from traditional one-way service delivery to dynamic citizen-government interactions.

Interactive Service Model (ISM)

The Interactive Service Model refers to a two-way digital interaction between the government and citizens, businesses, and other stakeholders. It emphasizes:

• Feedback mechanisms
• Grievance redressal
• Collaborative decision-making
• Participatory governance

Components of Interactive Service Model

• G2C (Government to Citizen) Interface:

  • Implementation of DigiLocker enabling secure digital document storage and verification.
  • UMANG (Unified Mobile Application for New-age Governance) platform integrating multiple government services.
  • Mobile Seva ecosystem with over 200 applications facilitating citizen-centric services.

• C2G (Citizen to Government) Feedback:

  • CPGRAMS (Centralized Public Grievance Redress and Monitoring System) enabling direct citizen complaints.
  • Real-time feedback mechanisms through social media platforms and mobile applications.
  • Integration of citizen charters with digital platforms ensuring service standards.

Implementation Success Stories

• e-Office and CPGRAMS: Digital tracking of files limits scope for manipulation and rent-seeking behavior.
• MyGov.in enables idea-sharing and policy suggestions by citizens.
• e-Seva Centers in Andhra Pradesh providing single-window service delivery.
• Khajane Project in Karnataka streamlining treasury operations.
• FRIENDS (Fast, Reliable, Instant, Efficient Network for Disbursement of Services) in Kerala.
• Lokvani Initiative in Uttar Pradesh enhancing rural connectivity.

Impact Assessment

• Transparency Enhancement:

  • Real-time tracking of application status.
  • Online publication of government data and decisions.
  • Platforms like RTI Online, MyGov.in, and Jansunwai allow citizens to access and question government decisions.

• Accountability Measures:

  • Performance monitoring through digital dashboards.
  • Time-bound service delivery commitments.
  • Digital audit trails ensuring responsibility fixing.

Challenges and Way Forward

• Digital Divide: Need for enhanced digital literacy and infrastructure.
• Cyber Security: Strengthening data protection mechanisms.
• Integration Issues: Seamless coordination between different government departments.
• Capacity Building: Regular training of government officials in new technologies.

The success of e-governance through Interactive Service Model demonstrates India's commitment to achieving SDG 16 (Peace, Justice, and Strong Institutions). The model's effectiveness in states like Kerala (FRIENDS) and Karnataka (Khajane) provides a blueprint for nationwide implementation, making governance more responsive, transparent, and citizen-centric.