The Internet has truly transformed the world and its connectivity, breaking down barriers across the world.
The advent of information and communications technology and the growing broadband penetration, in urban as well as rural areas, has helped in connecting the masses and laying down the foundation of e-governance.
The “Open Government” initiative, by the Government of India, focuses on bringing “Transparency” in various processes and systems. This includes sharing information with the public, improving the quality of government services and enabling greater citizen engagement.
Governments, like businesses, have quickly realised that it is essential to use communication tools that citizens and stakeholders themselves use. To meet these objectives, governments are increasingly using publicly available social media platforms such as Facebook, Twitter and YouTube.
Now, participation of citizens in raising grievances online is increasing, and their redressal by the government and its ministries is becoming more visible. A perfect example of this is the successful use of Twitter by Minister of Communication, Sh. Manoj Sinha, in timely redressal of complaints by customers of various telecom operators.
This new way of engaging with citizens to address their issues and problems has been much appreciated and lauded as seen by the numerous positive comments
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