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. (Answer in 250 words)

Introduction

The Interactive Service Model moves beyond one-way digital delivery toward two-way communication, feedback, co-production and accountable public decision-making.

Role

• Online grievance systems, consultations, dashboards, social media and participatory platforms let citizens question, track and rate services.
• Digital trails improve traceability, reduce discretion and enable proactive disclosure, audit and performance comparison.
• Open APIs and interoperable databases can connect departments and reduce repeated documentation.
• Feedback analytics can reveal exclusion, service bottlenecks and local priorities.

Limitations and safeguards

• Digital divide, language barriers, accessibility gaps, privacy risks, misinformation and token consultation can reproduce exclusion.
• Provide assisted offline channels, accessibility-by-design, data minimisation, consent, cybersecurity and independent grievance escalation.
• Publish response-time and resolution data; ensure human accountability so technology does not become an opaque substitute for administration.

Keywords: co-production, feedback loop, transparency, interoperability, digital divide, privacy by design, accountability.