Unit 5: E-Governance Models and Applications

E-Governance Models and Applications

E-Governance means the use of digital technology (computers, mobile phones, internet, online systems) to deliver government services to citizens in a faster, transparent, and efficient way.

It reduces paperwork, saves time, and improves communication between the government and people.

Categories of E-Governance

E-Governance has mainly four categories, based on who is interacting with whom:

Government to Citizen (G2C)

This is when the government provides services directly to citizens through online platforms.
Examples:

• Online payment of electricity/water bills
• Online Aadhaar or PAN services
• Passport Seva portal
• Online birth/death certificates

Purpose: Make services easy, fast, and available 24×7.

Government to Business (G2B)

This category deals with online services provided by the government to industries and companies.
Examples:

• Online GST filing
• Online company registration (MCA portal)
• E-tendering and procurement portals

Purpose: Promote ease of doing business and reduce corruption.

Government to Government (G2G)

This is about communication and data sharing between different government departments.
Examples:

• Digital files exchange between ministries
• Online police data and crime records (CCTNS)
• Centralized HRMS systems

Purpose: Improve coordination, reduce duplication of work, and make decision-making faster.

Government to Employee (G2E)

This category focuses on providing digital services to government employees.
Examples:

• Digital payroll systems
• Online leave management
• PF and pension portals

Purpose: Improve efficiency and transparency in internal government operations.

Models of E-Governance

Different structural models are used by governments to implement digital systems. The major models are:

Broadcasting / Wide-Area Model

Information is shared with a large group of citizens through websites, emails, SMS alerts, and apps.
Example:

• PM Modi Mann Ki Baat updates
• Government notifications on portals
• Health advisories during pandemics

Purpose: Mass communication.

Two-Way Interaction Model

Citizens can not only receive information but also respond or apply online.
Examples:

• Online application forms
• Grievance redressal portals (CPGRAMS)

Purpose: Increase participation and feedback.

Transactional Model

This model allows users to complete full transactions online.
Examples:

• Paying taxes
• Booking appointments
• Applying for government schemes

Purpose: Reduce physical visits and save time.

Participatory / Democratic Model

Citizens are encouraged to be involved in policy decisions.
Examples:

• Online voting systems (in some countries)
• MyGov app for public opinions

Purpose: Strengthen democracy and citizen involvement.

Integrated Model

All services are connected on a single platform.
Examples:

• India’s Digital India initiatives
• UMANG app
• State single-window portals

Purpose: Provide seamless services from one place.

Technology Policy in E-Governance

Technology policy refers to the rules and strategies used by the government to adopt and manage digital technologies.

Key areas include:

ICT Infrastructure

Developing necessary digital tools:

• High-speed internet
• Data centers
• Cloud computing (MeghRaj Cloud by India)
• Cybersecurity systems

Data Security & Privacy

Ensuring citizen data is safe and used responsibly.
Policies include:

• IT Act 2000
• Digital Personal Data Protection Act (DPDP Act)
• Cybersecurity guidelines

Open Government Data (OGD)

Government data is shared publicly to promote transparency.
Example: data.gov.in (India’s open data portal)

Interoperability Policies

Ensures that different government systems can share and use data smoothly.
Example: Linking Aadhaar with bank accounts, PAN, and Digilocker.

Digital Inclusion

Making sure everyone can use digital services:

• Rural internet connectivity
• Digital literacy programs
• Affordable smartphones

Policy for Emerging Technologies

Encouraging adoption of:

• AI in governance
• Blockchain for secure records
• IoT for smart cities

Applications of E-Governance (Real-Life Examples)

Citizen Services

• Online voting (pilot)
• Online bill payments
• e-Hospital system

Business Services

• Digital MSME registration
• GST portal
• Online licensing systems

Education

• SWAYAM platform
• DigiLocker for certificates

Transport

• Online driving licence
• Online vehicle registration

Short Summary

Topic	Meaning	Example
G2C	Govt → Citizen services	Bill payments, Aadhaar
G2B	Govt → Business	GST, e-tendering
G2G	Govt → Govt departments	Crime records, HRMS
G2E	Govt → Govt employees	Payroll, leave system
Broadcasting Model	Mass information	Govt notices
Interaction Model	Two-way communication	Grievances
Transaction Model	Complete online service	Tax payment
Participatory Model	Citizen involvement	MyGov
Tech Policy	Rules for digital adoption	Cybersecurity, data protection

E-Governance Infrastructure

E-Governance infrastructure means all the physical, digital, and network systems that support the delivery of government services online.
Just like a building needs a strong foundation, e-governance needs a strong IT foundation.

Core Components of E-Governance Infrastructure

Hardware Infrastructure

This is the physical equipment required.

• Computers and laptops
• Servers
• Data centers
• Networking routers and switches
• Mobile devices and kiosks

Example: The government uses large servers to store Aadhaar data.

Software Infrastructure

Software enables all digital services.

• Operating systems
• Databases
• Web applications
• Mobile apps
• Middleware (connects different systems)

Example: UMANG app is a software platform that brings hundreds of services to one place.

Network Infrastructure

This is the backbone that connects everything.

• Internet connectivity
• Broadband networks
• Wireless networks (4G/5G)
• Government networks like NICNET
• Fiber optic cables

Example: BharatNet project provides high-speed internet to rural areas.

Data Infrastructure

This handles all the information.

• National Data Centres
• Cloud computing (MeghRaj Cloud)
• Data warehouses
• Backup and disaster recovery systems

Example: Digital locker stores citizens’ certificates safely in the cloud.

Security Infrastructure

Cybersecurity is a must for protecting government data.

• Firewalls
• Encryption
• Multi-factor authentication
• CERT-In (Cyber Emergency Response Team)

Example: DPDP Act ensures safety of personal data like Aadhaar or PAN.

Service Delivery Infrastructure

These are the systems citizens use directly.

• Common Service Centres (CSCs)
• E-seva Kendras
• Mobile apps
• Online portals

Example: Passport Seva Kendra allows you to apply and track passports online.

People & Human Infrastructure

Technology alone is not enough; skilled people must operate it.

• IT officers
• System administrators
• Cybersecurity experts
• Government staff training programs

Example: Government employees get training under the Capacity Building Scheme.

National e-Governance Infrastructure (India)

India has created strong digital infrastructure to support e-governance:

National e-Governance Plan (NeGP)

A mission to provide all government services digitally.

Digital India Infrastructure

Built on 3 pillars:

1. Digital Infrastructure as a Core Utility
2. Governance & Services On-Demand
3. Digital Empowerment of Citizens

Key Infrastructure Projects

Component	Example	Purpose
BharatNet	Rural broadband	High-speed rural internet
MeghRaj Cloud	Government cloud	Storage & hosting of services
State Data Centres (SDC)	Each state data hub	Secure data storage
NICNET	Govt network	Department connectivity
CSC (Common Service Centres)	Rural digital service points	Access to services
SWAN	State Wide Area Network	Connecting state departments
e-Kranti	Digital delivery of services	Faster, transparent governance

Importance of E-Governance Infrastructure

• Makes services available 24×7
• Reduces cost and paperwork
• Ensures transparency and reduces corruption
• Improves speed of services
• Connects rural & urban areas
• Supports digital economy

Short Summary

Component	Meaning	Example
Hardware	Physical devices	Servers, computers
Software	Applications	UMANG, DigiLocker
Network	Connectivity	BharatNet, NICNET
Data	Storage & cloud	State Data Centres
Security	Protection	Firewalls, CERT-In
Service Delivery	Citizen access	CSCs, portals
Human Infrastructure	Skilled people	IT staff

Training and Consulting Funds in E-Governance

To make e-governance successful, government departments need continuous training, expert consulting, and financial support.

Training Funds

These funds are used to train:

• Government employees
• IT staff
• Citizens (digital literacy)

Purpose:

• Teach how to use new software and portals
• Improve digital skills
• Reduce errors and service delays

Example: Under Digital India, thousands of government clerks were trained to use online portals like PFMS, e-Office, and DigiLocker.

Consulting Funds

These are used to hire experts from outside.

• IT consultants
• Cybersecurity experts
• Website developers
• Management & process improvement consultants

Example: The government hired TCS and Wipro to develop the Passport Seva Project.

Funding Models

E-governance projects get funding through:

• Central Government funds
• State Government budgets
• Public–Private Partnerships (PPP)
• International agencies like UNDP or World Bank
• Corporate CSR contributions

Example: AADHAAR project got technical consulting support from multiple global experts and government funds.

E-Governance Models

These models explain how information flows between the government and citizens.

Digital Governance Model

Government uses digital technologies to improve:

• Transparency
• Decision-making
• Service delivery

Example: RTI applications online, digital land records, e-Office files.

Broadcasting / Wider Dissemination Model

Government sends information to a large number of people at once.

Example:

• Weather alerts on mobile
• PM announcements live-streamed
• COVID-19 guidelines sent via SMS

Simple Diagram: Government → Public (mass communication)

Critical Flow Model

This model provides important or sensitive information directly to people who need it most.

Example:

• Alerting farmers about crop disease risks
• Warning fishermen about cyclones
• Real-time flood alerts

Govt → Critical Info → Target Group (Farmers, Students, etc.)

Interactive Service Model

Two-way communication between government and citizens.

Example:

• Online complaint portals (CPGRAMS)
• Passport appointment booking
• Income tax filing
• Live chat support on govt portals

Citizen ↔ Government  

Government-to-Citizen-to-Government (G2C2G) Model

Citizens act as intermediaries, helping other citizens access services.

Example: CSC (Common Service Centres) run by local people help villagers apply for:

• Aadhaar
• PAN
• Birth certificate
• Pension
• Ration card

Govt → CSC Operator → Citizen → Govt Feedback

Major E-Governance Service Areas

These are the main areas where digital governance is used.

Government-to-Citizen (G2C) Services

Services directly for general public.

Examples:

• Online bill payment (water, electricity, gas)
• Birth/death certificates
• Passport services
• Driving license
• Income tax filing
• Aadhaar services

Government-to-Business (G2B) Services

For companies, startups, and industries.

Examples:

• GST filing
• Business registration (Udyam)
• Tender & procurement portals (GeM)
• Import-export licenses

Government-to-Government (G2G) Services

Digital services between different government departments.

Examples:

• e-Office
• Online file transfer
• Police–court–prison data integration (CCTNS)

Government-to-Employee (G2E) Services

For government employees.

Examples:

• Online salary slips
• Leave management system
• Pension management
• Employee PF & grievance portal

Sector-Specific E-Governance Areas

a) Education

• Digital University
• DIKSHA app
• Online exam results

b) Healthcare

• Ayushman Bharat Digital Mission
• CoWIN vaccination portal

c) Agriculture

• eNAM (online agriculture market)
• Soil Health Card

d) Transport

• VAHAN & SARATHI (vehicle registration & license)

e) Public Distribution System (PDS)

• Online ration card
• Aadhaar-based PDS authentication

f) Judiciary

• e-Courts
• Online case status

Quick Flow Chart: E-Governance Ecosystem

Infrastructure 
    ↓
Digital Platforms 
    ↓  
Government Services 
    ↓
Citizens, Businesses, Employees 
    ↓
Feedback to Government 

Public Grievance Redressal in E-Governance

Public grievance redressal means a system where citizens can complain, report problems, request help, or resolve issues through digital or telephone-based platforms.

It improves transparency, accountability, and trust in the government.

Why Grievance Redressal is Important

• Reduces corruption
• Saves time and travel costs
• Eliminates middlemen
• Citizens get faster solutions
• Government gets real-time feedback

Major Digital Grievance Redressal Systems in India

a) Telephone-Based Grievance Services

1. Call Centres / Helplines

Citizens can call a specific number to register a grievance.

Examples:

• 112 – Emergency helpline
• 1090 – Women’s safety helpline
• 14546 – Anti-tobacco helpline
• State government citizen helplines (e.g., 1076 in Uttar Pradesh)

How it Works (Simple Flow):

Citizen calls helpline  
        ↓
Operator registers complaint  
        ↓
Complaint sent to concerned department  
        ↓
Solution provided & citizen informed  

b) Ration Card (PDS) Grievance Systems

Problems related to ration cards, missing names, fraud, or quantity issues can be reported online.

Example Portals:

• PDS grievance portals
• State Food & Civil Supplies complaint systems
• e-PDS mobile apps

Issues handled:

• Wrong entry of family member
• Non-delivery of ration
• Overcharging by ration shop
• Fake ration cards

Real Example: Uttar Pradesh’s “Jan Kalyan Portal” allows rural households to file PDS complaints in Hindi.

c) Land Records Grievance Systems

Digital land record portals allow citizens to check and correct land ownership records.

Examples:

• Bhulekh (UP)
• Dharani (Telangana)
• BhuNaksha (GIS-based mapping)

Common Grievances Solved:

• Wrong land entry
• Boundary disputes
• Mutation delays
• Land-map mismatch

Flowchart:

Citizen logs in  
        ↓
Search land record → Raise complaint  
        ↓
Revenue officer reviews  
        ↓
Correction updated digitally  

d) Police Records Grievance Systems

Citizens can file complaints without visiting a police station.

Examples:

• Online FIR (in many states)
• CCTNS (Crime and Criminal Tracking Network System)
• State Police mobile apps

Grievances include:

• FIR not registered
• Cybercrime complaints
• Lost documents
• Vehicle theft

Example: Delhi Police’s mobile app allows online reporting of lost items.

e) Centralized Grievance Portals

CPGRAMS – Central Public Grievance Redress and Monitoring System

Used for complaints against central ministries.

PMO Grievance Portal

Used for submitting petitions directly to the Prime Minister’s Office.

Lokpal and Lokayukta

Handles corruption-related complaints.

Rural and Urban Digital Service Delivery

Digital service delivery ensures that both villages (rural) and cities (urban) get government services through online platforms.

Rural Digital Service Delivery

In rural areas, digital services reduce the need for travel and bring government facilities close to citizens.

Key Components

a) CSCs – Common Service Centres (Village Level Entrepreneurs)

CSCs act as digital service hubs in villages.

Services offered:

• Aadhaar update
• PAN card
• Banking (BC model)
• Ration card services
• Pension schemes
• Online exam forms
• Utility bill payment

Why Important for Rural India:

• Helps digitally illiterate citizens
• Creates employment
• Reduces corruption
• Saves travel time

b) Digital Agriculture Services

• e-NAM: online agriculture market
• Soil Health Card
• Kisan Credit Card applications
• Crop insurance (PM Fasal Bima Yojana)
• Weather alerts to farmers

c) Rural Development Portals

• MGNREGA job card updates
• Rural housing scheme monitoring
• PM Awas Yojana status
• Gram Panchayat digital records

d) Rural Healthcare Digital Services

• Telemedicine
• e-Sanjeevani OPD
• Digitally stored health records

Urban Digital Service Delivery

Cities use digital services to manage large populations, traffic, utilities, and civic issues.

Key Components

a) Municipal E-Governance

Online services include:

• Property tax payment
• Water bill and electricity bill
• Building plan approval
• Birth/death certificates
• Waste management complaints

b) Smart City Services

Examples:

• Smart traffic lights
• CCTV surveillance
• Parking apps
• Air quality monitoring
• Smart water meters

c) Urban Transport Services

• Online booking of buses/metro
• UPI-based ticketing
• GPS bus tracking apps

d) Urban Safety & Policing

• Online FIR
• City surveillance system
• Quick-response emergency apps

e) Digital Healthcare in Cities

• Online appointment booking
• Digital health ID
• Telemedicine for specialist care

Summary Table

Area	Services	Examples
Telephone grievance	Complaint registration	112, 1090
Ration card grievance	PDS issues	State PDS portals
Land record grievance	Land correction, mutation	Bhulekh, Dharani
Police grievance	FIR, cybercrime	CCTNS
Rural services	CSCs, agriculture, health	e-NAM, SHC, e-Sanjeevani
Urban services	Municipal, smart city, transport	Property tax, GPS bus tracking

Digital Service Delivery

          Government Portals
                  ↓
   ---------------------------------
   |                               |
Rural Citizens (via CSCs)      Urban Citizens (via portals/apps)

Contemporary Issues & Future Trends in E-Business and E-Governance

The digital world is changing fast. Companies and governments are using new technologies like Artificial Intelligence (AI), Big Data, Cloud Computing, IoT, Blockchain, etc., to improve services, reduce costs, and become more efficient.

Below are the key trends you must know for MBA exams and real-life understanding.

Artificial Intelligence (AI) in E-Business

AI refers to machines that can think, learn, and make decisions like humans.

How AI is used in E-Business

1. Chatbots & Virtual Assistants

• Used for customer service
• Available 24×7 Example: Chatbots on Amazon, HDFC EVA, and Swiggy.

2. Product Recommendations

• AI studies user behavior
• Shows products based on interest Example: Netflix “Recommended for you,” Amazon suggested products.

3. Dynamic Pricing

• AI changes prices based on demand, supply, and competition. Example: Uber surge pricing

4. Fraud Detection

• AI tracks unusual transactions. Example: Banks auto-detect suspicious credit card activity.

5. Inventory & Supply Chain Optimization

• AI predicts stock requirement. Example: Flipkart warehouses use robots for order picking.

Big Data and Analytics in E-Business

Big Data refers to huge volumes of data generated by customers, devices, websites, and apps.

Analytics means studying this data to make business decisions.

How Big Data helps E-Business

1. Customer Behaviour Analysis - Helps understand what customers buy, when, and why.
2. Demand Forecasting - Companies predict festive demand, seasonal changes, etc.
3. Targeted Marketing - Businesses run personalized ads on Facebook, Google, Instagram.
4. Improving User Experience- Data shows where customers drop off or face difficulty.
5. Risk Management - Detects patterns of non-performing loans, fraud, or credit risk.

Example:

• Amazon uses Big Data for 1-day delivery planning.
• Swiggy uses data to optimize routes for riders.

AI in E-Governance

Governments are now using AI to improve public services.

Examples

1. Facial recognition in police investigations
2. AI-based traffic management in smart cities
3. Predictive analytics to identify tax fraud
4. Chatbots for public queries (e.g., MyGov chatbot)
5. AI-based crop disease identification for farmers

Big Data Analytics in E-Governance

Governments use Big Data for better planning and decision-making.

Uses

1. Healthcare predictions Example: COVID-19 case predictions for resource planning.
2. Agriculture analytics - Weather, soil data, crop prediction.
3. Smart city operations - CCTV, traffic sensors, pollution data.
4. Policy-making - Government analyses large datasets to design budgets and welfare schemes.

Internet of Things (IoT)

IoT means devices connected to the internet that can collect and share data.

Uses in E-Business

• Smartwatches tracking health
• Smart fridges auto-order groceries
• Smart cars (Tesla)

Uses in E-Governance

• Smart streetlights
• Smart parking
• Water leak detection sensors

Blockchain in E-Business & E-Governance

Blockchain is a technology that stores information in a secure, tamper-proof manner.

Uses

• Digital payments (UPI, crypto)
• Land record storage
• Secure voting systems
• Supply chain transparency

Example: States like Andhra Pradesh use blockchain for land registration.

Cloud Computing

Cloud computing allows data and applications to run online instead of using physical computers.

Uses

• E-commerce website hosting
• Online payment systems
• Government portals running on MeghRaj Cloud

Future Trends in E-Business and E-Governance

1. Hyper-Personalization

AI will offer tailor-made products for each customer.

2. Voice Commerce

People will shop using voice commands (Alexa, Google Assistant).

3. Extended Reality (AR/VR)

Virtual trial rooms, 3D product previews.

4. Fully Automated Warehouses

Drones and robots in logistics.

5. Digital Currency/E-Rupee

Government-backed digital money.

6. Paperless Governance

E-office, e-courts, digital documentation everywhere.

7. Predictive Administration

Governments will predict issues (floods, crimes) before they happen.

Short Summary for Exams

Trend	Meaning	Example
AI	Machines that think	Chatbots, recommendations
Big Data	Large data analysis	Amazon, Govt analytics
IoT	Connected devices	Smart cities
Blockchain	Secure records	Land registry
Cloud	Online infrastructure	MeghRaj Cloud
Future Trends	New digital developments	AR/VR, voice commerce

Blockchain and Smart Contracts

What is Blockchain? 

Blockchain is a secure digital record-keeping system where information is stored in blocks connected like a chain.

Key Features

• Highly secure (nobody can change data easily)
• Transparent (everyone can verify the data)
• Decentralized (no single person controls it)

Why is it useful?

Because it stops fraud, improves trust, and keeps permanent records.

Real-Life Uses of Blockchain in E-Business

1. Supply Chain Tracking - Track goods from factory to customer. Example: Walmart uses blockchain to track food freshness.
2. Secure Payments - Crypto transactions, digital currency. Example: Bitcoin, RBI’s Digital Rupee (pilot stage).
3. Digital Identity - Safer identity verification. Example: Aadhaar blockchain pilot in Telangana.
4. Product Authenticity - Helps verify fake products. Example: Luxury brands use blockchain to authenticate products.

Uses of Blockchain in E-Governance

1. Land Records - Tamper-proof land registration Example: Andhra Pradesh, Telangana pilots.
2. Voting Systems - Safe digital voting for NRIs and remote locations.
3. Welfare Scheme Tracking - Ensures benefits reach the correct beneficiary.
4. Health Records - Unified, secure patient medical history.

Smart Contracts

Smart contracts are self-executing digital agreements that run automatically when conditions are met.

Example  - If A sends money → system automatically transfers ownership to B. No middleman, no waiting.

Real-Life Uses

1. Insurance Claims - Automatic payouts when conditions are met (e.g., flight delay insurance).
2. E-Commerce - Automatic refund when product is returned.
3. Government Payments - Automatic subsidy release after eligibility verification.
4. Freelancing Platforms - Payment gets released automatically after task completion.

Sustainability and Ethical Considerations

Digital technologies must be used responsibly and sustainably.

Data Privacy

Data privacy means protecting user data from misuse.

Issues

• Misuse of customer data
• Unauthorized tracking
• Data leaks
• Selling user information

Example Issues

• Facebook–Cambridge Analytica scandal
• Data breaches of government portals

How to Promote Data Privacy?

• Use encryption
• Take user consent
• Reduce data collection
• Follow IT Act and DPDP Act 2023

Green IT (Environment-Friendly Technology)

Green IT means using technology in a way that reduces harm to the environment.

Key Initiatives

1. Energy-efficient data centers
2. Cloud computing to reduce physical hardware
3. Recycling e-waste
4. Using solar power for IT infrastructure
5. Paperless offices (e-office, e-bills)

Real Example: Google data centers use renewable energy to reduce carbon footprint.

Social Responsibility in E-Business

E-businesses must act ethically and contribute to society.

Examples

1. Safe working conditions for delivery partners (e.g., Zomato, Swiggy)
2. No fake discounts or misleading ads
3. Fair data use
4. Accessibility for disabled users
5. Corporate social responsibility (CSR) projects

Ethical Considerations in E-Governance

Governments must use digital technology fairly and ethically.

Concerns

• Citizen data misuse
• Surveillance without permission
• Algorithm bias
• Digital divide (urban vs. rural)

Solutions

• Transparent data use policies
• Privacy by design
• Training for citizens
• Equal access to digital services

Summary Table

Topic	Meaning	Real Example
Blockchain	Secure, unchangeable digital record system	Andhra Pradesh land records
Smart Contracts	Auto-executing agreements	E-commerce refund automation
Data Privacy	Protecting user information	DPDP Act 2023
Green IT	Eco-friendly technology	Renewable energy data centers
Social Responsibility	Ethical business behavior	Fair-pay delivery systems

Blockchain

Block 1 → Block 2 → Block 3 → Block 4  
(Each block has data + unique code)