Model Answer

Introduction

E-governance initiatives like UPI and Digilocker are revolutionizing the relationship between the government and citizens by going beyond basic conventional norms. The Interactive Service Model of e-governance enables two-way communication between citizens and the government, using information and communication technology (ICT) to enhance access to services and promote active citizen participation in governance.

Exploring Multifaceted Interactions of E-Governance for Ensuring Transparency and Accountability

1. Public Access to Information: Open access to government data enables citizens to scrutinize and engage with governmental functions, promoting an accountable governance environment. For example, the National Data Sharing and Accessibility Policy (NSDAP) offers access to a wide range of governmental data, including demographics and public resources.
2. Real-time Monitoring: Empowering citizens with tools to track the progress of government projects ensures transparent and timely delivery of services. The Integrated Government Online Directory (IGOD) allows citizens to monitor projects like the Swachh Bharat Mission.
3. Discouraging Corruption: Conducting public auctions online creates a transparent process for awarding government tenders. The MSTC E-Commerce has successfully conducted transparent e-auctions for coal blocks, reducing corruption.
4. Grievance Redressal Mechanisms: Systems like the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) empower citizens to lodge complaints and track resolutions, ensuring accountability of public officials.
5. Social Audit Tools: The Mahatma Gandhi National Rural Employment Guarantee Act (MGNREGA) mandates social audits to monitor project implementation, ensuring funds are used appropriately.
6. E-Procurement Systems: The Government e-Marketplace (GeM) ensures transparency in procurement by making all transactions publicly available for review.
7. Financial Transparency: The Public Financial Management System (PFMS) tracks government fund disbursements, ensuring accountability in spending.

Role of the Interactive Service Model of E-Governance

1. Enhanced Citizen Engagement: Platforms like MyGov allow citizens to share ideas and suggestions on government policies, promoting participation.
2. Improved Service Delivery: The Digital India Portal streamlines access to services like passport renewals and tax filings, reducing bureaucratic delays.
3. Transparency in Operations: The e-Taal portal provides real-time statistics on e-transactions, allowing citizens to monitor government service performance.
4. Accountability through Feedback Mechanisms: RailMadad enables citizens to lodge complaints and track their resolution, ensuring public officials are held accountable.
5. Customization of Services: Adaptive technology tailors government services to individual needs, improving efficiency.
6. Decentralization of Information: Common Service Centers (CSCs) provide rural citizens access to essential services, ensuring engagement even in remote areas.
7. Education and Awareness: The Pradhan Mantri Gramin Digital Saksharta Abhiyan (PMGDISHA) educates rural citizens on using digital platforms for government services.

Issues with the Interactive Service Model of E-Governance

Despite its advantages, the Interactive Service Model faces challenges such as the digital divide, data privacy concerns, dependency on technology, cybersecurity risks, and bureaucratic resistance. Bridging the digital divide through initiatives like BharatNet, enhancing cybersecurity measures, promoting digital literacy, and enacting robust data protection laws are essential for the model’s success.

Conclusion

E-governance, particularly through the Interactive Service Model, holds the potential for transforming public service delivery by promoting inclusivity and transparency. As the current Indian Prime Minister emphasized, “E-governance is easy, effective, and economic governance.”