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.

Role of e-governance:

(1) Faster public service delivery in real time Eg> Co-Win app.

(2) Efficient & effective resource allocation

(3) Prevents corruption by accurate beneficiary identification Eg> DBT

(4) Cost-effective service delivery at door step Eg> Tele MANAS, e-sanjeevani

(5) Improves accessibility for diverse population Eg> UMANG app.

(6) Helps to ensure accountability & transparency Eg> Use of drones to assess MGNREGA work.

(7) promotes participation of citizens in governance Eg> e-shram portal.

Challenges :

(1) Digital divide between rural & urban ↳ only 30% of internet penetration (2) Digital illiteracy (3) Fear of cyber attack, hacking etc. Eg> AIIMS cyber attack on sever (4) Lack of awareness among people. (5) Privacy issues