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.

E-governance is not merely the digital automation of transactions; at its best it reconfigures the state-citizen relationship around openness and participation. In the classic five-model framework (Broadcasting, Critical Flow, Comparative Analysis, E-advocacy/Mobilisation and the Interactive-Service Model), the last is the most mature stage, consolidating the others into a two-way, real-time relationship.

The Interactive-Service Model

It integrates diverse public services on a single interface while enabling continuous, multifarious interaction: citizens file applications, track status, give feedback, lodge grievances and even shape policy. It thus turns passive recipients into active stakeholders.

Advancing transparency and accountability

• Real-time status tracking and online workflows reduce discretion, delay and rent-seeking (MCA21, Passport Seva, GeM).
• Grievance platforms such as CPGRAMS and feedback loops create traceable, time-bound accountability.
• Participatory portals like MyGov and social-audit dashboards institutionalise citizen voice.
• Open data and RTI-online strengthen scrutiny of decisions and spending.

Limitations

• The digital divide, low e-literacy and last-mile connectivity exclude the marginalised.
• Cybersecurity, data-protection gaps and back-end process re-engineering remain weak links.

Evaluated fairly, the Interactive-Service Model is a genuine democratising force, but its transparency-and-accountability promise is realised only when paired with digital inclusion, secure architecture and a citizen-centric administrative culture.