The World Bank defines e-governance as the use by government agencies of information technologies (such as Wide Area Networks, the Internet, and mobile computing) that can transform relations with citizens, businesses, and other arms of government.”

Application of digital technology in service delivery process

e-Governance being multifarious interactions for ensuring transparency and accountability

1. Enhancing Public Access: E-governance platforms facilitate easy access to information, promoting transparency in government processes such as budgeting and tendering. 
2. Preventing Corruption: Digital records and traceable transactions significantly reduce opportunities for corruption by minimizing human interaction. 
3. Citizen Feedback Mechanisms: Interactive features, such as CPGRAMS, empower citizens to file complaints and track resolutions.
4. Auditable Transactions: Eg. Performance dashboards, such as the Swachh Bharat Mission dashboard, provide real-time data on initiatives like toilet construction, ensuring accountability through traceability.
5. Standardized Processes: E-governance standardizes workflows across departments, enhancing fairness in implementing government schemes. Eg. Social audit tools, like the Social Audit Network of India (SANI).

Interactive service model of e-governance

The Interactive-Service Model is the pinnacle of e-governance, where two-way communication between the government and citizens is not just possible but encouraged. 

Role of the Interactive Service Model of e-governance:

1. Enhanced Citizen Engagement:  Platforms like MyGov and town hall forums, allowing them to provide feedback and suggestions 
2. Improved Service Delivery:  Digital India Portal ensures streamlined and accessible services such as passport renewals and tax filings
3. Accountability through Feedback Mechanisms: Platforms like CPGRAMS, enable citizens to lodge complaints and track their resolution.
4. Customization of Services: As seen in the UMANG app, which tailors services based on user interactions and preferences.
5. Digital Democracy: Through participatory platforms like online consultations, surveys, and digital town halls, the interactive service model fosters a more inclusive and transparent form of governance.

Issues with the Interactive Service Model of E-Governance

1. Digital Divide: Over 60% of rural Indians lack internet access, hindering their ability to benefit from e-governance services, thereby widening the gap between urban and rural populations.
2. Data Privacy Concerns: The Aadhaar system, with over 1.3 billion enrolled, has faced criticism for potential misuse of personal data, raising significant privacy issues and public distrust.
3. Dependency on Technology: Reliance on technology can lead to service disruptions; for instance, during the 2020 lockdown, many citizens faced difficulties accessing essential services due to tech failures.
4. Cybersecurity Risks: In 2020, cyberattacks on government systems increased by 37%, threatening sensitive citizen data and critical operations, highlighting vulnerabilities in e-governance frameworks.
5. Bureaucratic Resistance: A 2021 survey by NITI Aayog found that 40% of government officials reported inadequate digital literacy, obstructing the implementation of e-governance initiatives and leading to inefficiencies.
6. Resource Intensive: Many state governments struggle with budget constraints; eg. only 20% of Indian states have allocated sufficient funds for developing robust e-governance infrastructure.
7. Equity and Inclusion: E-governance may exacerbate inequalities; as only 25% of women in rural areas use online services, limiting their access to vital resources and information.

E-governance is inclusive of e-Democracy, e-Government and e-Business. Government Process Re-engineering using IT is critical for realisation of Viksit Bharat and New india.