Question

Which of the following statement(s) is/are true about the Interactive Service Model?
i. It enables two-way digital engagement.
ii. It includes authentication mechanisms like Aadhaar.
iii. It is primarily focused on passive information consumption.
iv. It incorporates payment gateways for transactional services.

• A. Only i, ii, and iv
• B. Only i and iii
• C. Only ii and iv
• D. All the above

Answer 1

Answer:

A. Only i, ii, and iv

Understanding the Interactive Service Model in E-governance

• The Interactive Service Model represents an advanced stage of e-governance, moving beyond simple information dissemination to facilitate active, two-way communication and transactions between the government and citizens or businesses.
• It focuses on service delivery where users can actively participate, apply, submit, and receive personalized responses digitally.

Key Aspects of the Interactive Service Model:

• i. Enables Two-Way Digital Engagement:
  • This is a core characteristic of the Interactive Service Model. Unlike basic information portals, it allows citizens to provide input, submit applications, track statuses, offer feedback, and raise grievances directly through digital platforms.
  • Example: Online portals for passport applications, tax filing, or grievance redressal systems like CPGRAMS (Centralized Public Grievance Redress And Monitoring System).
• ii. Includes Authentication Mechanisms:
  • For secure and reliable transactional services, robust authentication is critical. The Interactive Service Model mandates mechanisms to verify the identity of the user.
  • Aadhaar is a prime example in India, used extensively for various government services like DBT (Direct Benefit Transfer), accessing subsidies, and digital lockers (DigiLocker).
  • Other mechanisms include OTP (One Time Password) via mobile, digital signatures, or biometric authentication.
• iii. Not Primarily Focused on Passive Information Consumption:
  • This statement is false. Passive information consumption (e.g., simply browsing government policies or news) describes a more basic, one-way "information dissemination" or "push" model of e-governance.
  • The Interactive Service Model is about active engagement, service delivery, and transactional capabilities, not just passive viewing.
• iv. Incorporates Payment Gateways for Transactional Services:
  • Many government services require payments, such as utility bills (electricity, water), taxes (income tax, property tax), application fees (passport, driving license), or fines.
  • The Interactive Service Model integrates secure payment gateways (like BHIM UPI, Net Banking, Credit/Debit Cards) to facilitate these transactions digitally, making services more convenient and efficient.

Relevance for Competitive Exams:

• E-governance Models: Understand the evolution from one-way communication to two-way interaction and transaction (e.g., G2C - Government to Citizen, G2B - Government to Business, G2G - Government to Government, G2E - Government to Employee).
• Digital India Programme: The Interactive Service Model aligns perfectly with the vision of Digital India, particularly its pillars like 'Digital Infrastructure as a Utility to Every Citizen', 'Governance & Services on Demand', and 'Digital Empowerment of Citizens'.
• Key Initiatives: Familiarize yourself with initiatives like Aadhaar, DigiLocker, MyGov, e-Courts, UMANG app (Unified Mobile Application for New-age Governance) – all of which embody aspects of the Interactive Service Model.
• Significance: This model enhances transparency, efficiency, accountability, and citizen convenience in public service delivery, contributing to good governance.