Answer:

E-governance initiatives like UPI & Digilocker are revolutionising the relationship between the government and citizens, by going beyond basic conventional norms. On similar lines the Interactive Service Model of e-governance enables two-way communication between citizens and the government, using ICT to enhance access to services and promote active citizen participation in governance.

Exploring multifarious interaction of E-Governance for ensuring Transparency and Accountability:

• Public Access to Information: Open access to government data enables citizens to scrutinise and engage with governmental functions, promoting an accountable governance environment.
  For example: National Data Sharing and Accessibility Policy (NSDAP) offers access to a wide range of governmental data, including information on demographics and public resources.
• Real-time Monitoring: Empowering citizens with tools to track the progress of government projects, ensures transparent and timely delivery of services and infrastructure development.
  For example: The Integrated Government Online Directory (IGOD) enables citizens to monitor the progress of projects like Swachh Bharat Mission and Smart City Mission.
• Discourages corruption: Conducting public auctions online reduces corruption by creating a transparent, accountable process for awarding government tenders and disposing of assets.
  For example: MSTC E-Commerce has successfully conducted transparent e-auctions for coal blocks and government assets, reducing scope for corruption.
• Grievance Redressal Mechanisms: Empowering citizens to lodge and track complaints ensures accountability of public officials towards grievance resolution effectively and in a timely manner.
  For example: The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) allows citizens to lodge complaints, including those related to pensions and public distribution systems.
• Social Audit Tools: Allowing communities to audit local projects ensures that funds are used appropriately and that project outcomes meet public needs and improve standards of living.
  For example: The Mahatma Gandhi National Rural Employment Guarantee Act (MGNREGA) mandates social audits to monitor project implementation at the village level.
• E-Procurement Systems: Ensuring accountability in procurement by recording and making all transactions publicly available for review and audits, reducing corruption.
  For example: The Government e-Marketplace (GeM) ensures transparency in the procurement of goods and services for government departments, making procurement data available for review.
• Financial Transparency: Tracking and publishing the flow of government funds ensures accountability in spending and helps prevent financial mismanagement.
  For example: The Public Financial Management System (PFMS) tracks central government fund disbursements in schemes like Pradhan Mantri Awas Yojana and Ayushman Bharat.

Role of the Interactive Service Model of E-Governance:

• Enhanced Citizen Engagement: Promotes citizen participation in governance by offering platforms for feedback, improving accountability and tailoring services to public needs.
  For example: Platforms like MyGov allow citizens to share ideas and suggestions on varied government policies.
• Improved Service Delivery: It streamlines government services to be more efficient and accessible, reducing bureaucratic delays and making services user-friendly.
  For example: The Digital India Portal enables easy access to services like passport renewals, PAN card applications, and tax filings.
• Transparency in Operations: Providing real-time data on government services ensures transparency and allows citizens to monitor performance thereby improving public trust.
  For example: The e-Taal portal provides real-time statistics on the number of e-transactions conducted across various government services, including public distribution systems.
• Accountability through Feedback Mechanisms: Enables citizens to provide feedback on government services and tracks the resolution of complaints ensuring public officials are held accountable.
  For example: RailMadad (for Indian Railways) allow citizens to lodge complaints and track their resolution.
• Customization of Services: Using adaptive technology to tailor government services to individual needs improves efficiency and accessibility for citizens.
• Decentralisation of Information: Decentralised access to government information ensures that citizens, even in remote areas, can engage with government services.
  For example: Common Service Centers (CSCs) under Digital India provide rural citizens access to services like Aadhaar enrollment and banking.
• Education and Awareness: Promoting public awareness of available digital tools and services improves engagement and participation in governance processes.
  For example: The Pradhan Mantri Gramin Digital Saksharta Abhiyan (PMGDISHA) educates rural citizens on how to use digital platforms to access government services.

Issues with the Interactive Service Model of E-Governance

• Digital Divide: Despite advancements, significant portions of the population, particularly in rural areas, lack access to digital technology, limiting the reach of e-governance initiatives.
• Data Privacy Concerns: The large-scale collection and use of personal data by government platforms raise privacy concerns, requiring stronger protection and oversight mechanisms.
  For example: The Pegasus Spyware controversies highlighted serious privacy concerns and the need for stronger safeguards.
• Dependency on Technology: Over-reliance on digital solutions risks alienating non-tech-savvy citizens, particularly older populations or those in areas with poor digital infrastructure.
• Cybersecurity Risks: As more government services move online, they become vulnerable to cyberattacks, risking the security of citizen data and governmental operations.
• Bureaucratic Resistance: Traditional bureaucratic structures may resist digital transformation due to lack of digital literacy or reluctance to adopt new methods.

Way Ahead

• Bridging the Digital Divide: Implementing comprehensive digital inclusion policies will ensure equitable access to digital infrastructure, enabling all citizens to participate in e-governance.
  For example: BharatNet aims to connect rural India with high-speed internet to enhance digital inclusion.
• Enhancing Cybersecurity Measures: Strengthening security protocols will protect the integrity of e-governance platforms and safeguard sensitive citizen data from cyber threats.
• Promoting Digital Literacy: Launching nationwide digital literacy campaigns will help educate the public, particularly in rural areas, about e-governance platforms and their benefits.
  For example: The Digital Saksharta Abhiyan (DISHA) program trains individuals in rural areas to use digital platforms and services.
• Robust Data Protection Laws: Enacting comprehensive data protection legislation will safeguard citizen privacy and prevent misuse of personal data by government platforms.
  For instance: The Digital Personal Data Protection Act, 2023, based on the Justice B.N. Srikrishna Committee’s recommendations, aims to strengthen data privacy regulations.
• Continuous Feedback and Adaptation: Establishing mechanisms for real-time feedback and continuous adaptation ensures that e-governance platforms remain responsive and efficient.
• Foster Public-Private Partnerships: Collaborating with private technology firms will leverage their expertise to innovate and improve service delivery in e-governance systems.
  For example: Partnerships between the government and companies like Tata Consultancy Services (TCS) have improved the efficiency of platforms like GeM.
• Legislative Backing: Strengthening e-governance initiatives through robust legislative frameworks will ensure their long-term sustainability and effectiveness.

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 emphasised, “E-governance is easy, effective, and economic governance.”

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