User:Alifdu

Public Sector e-service in Bangladesh is the electronic service shortened as ‘eService’ which refers to any service that is provided by any electronic means e.g. Internet/website, mobile devices or kiosk. According to Goldkuhl & Persson (2006a), eService means that an external user (a citizen) interacts through a user interface of a public IT system based on web technology. Rowley (2006, p.339-359) defined eService as:

“deeds, efforts or performances whose delivery is mediated by information technology (including the Web, information kiosks and mobile devices). Such eService includes the service element of e-tailing, customer support and service, and service delivery.”

It is fact that Bangladesh faces a variety of governance challenges like including corruption, public administrative melancholy, and lack of adequate transparency and accountability in the exercise of public decision making powers and the delivery of public services. These problems have prompted a growing interest in practical reform initiatives. E-Government holds significant potential as a tool to assist the Government of Bangladesh in achieving its governance reform objectives. The Government has undertaken a wide ranges of information and communication technology (ICT) - related initiatives. Some of these are limited to basic computerization, while others involve the automation of sophisticated government processes and the online delivery of services to citizens and the business community. (BEI, 2004) Derived from ( Parial,P.,et.al.2011)

Before describing about public e-service in Bangladesh it would of better to highlight theoritcal issue of e-government and e-service.

E-government and e-service  The term e-Government (e-Gov) emerged in the late 1990s, but the histrical background of computing in government organizations can be traced back to the beginnings of computer history. A literature on “IT in government”, goes back at least to the 1970s. (Kraemer, et al, 1978, Danziger and Andersen, 2002) The e-Government was born out of the Internet boom. However, it is not limited to Internet use or publicly accessible systems for direct use by customers or citizens.(Gore, 1993; Salem,2003). E-Government refers to the use by government agencies of information technologies that have the ability to transform relations with citizens, businesses, and other arms of government.‟ There is always a debate on understanding the scope and meaning of e-government. E-government is a generic term for web-based services from agencies of local, state and federal governments. In e-government, the government uses information technology and particularly the Internet to support government operations, engage citizens, and provide government services. The interaction may be in the form of obtaining information, filings, or making payments and a host of other activities via the World Wide Web (Sharma & Gupta, 2003, Sharma, 2004, Sharma 2006).

According to World Bank (www.worldbank.org) “E-Government refers to the use by government agencies of information technologies (such as Wide Area Networks, the Internet, and mobile computing) that have the ability to transform relations with citizens, businesses, and other arms of government. These technologies can serve a variety of different ends: better delivery of government services to citizens, improved interactions with business and industry, citizen empowerment through access to information, or more efficient government management. The resulting benefits can be less corruption, increased transparency, greater convenience, revenue growth, and/or cost reductions.” According to UNESCO “E-government is defined as utilizing the Internet and the world-wide-web for delivering government information and services to citizens.” Derived from Parial,P.,et.al(2011)

E-Services: 

E-Service is a fast growing field that is getting lots of attention and importance (Bruecher and Scholl 2004), Citizens expects from government to get the e-services from government  with high quality, quantity, and availability 24/7. For the deployment of e-services, governments are developing information systems and electronic services that have the capacity to fulfill the demands of its citizens. Cook (2002) stated that, a number of studies have been conducted on e-services and citizens desires and needs. The conclusions of the studies state that most government organisations do not provide adequately the e-services the citizen needs or desires but government agencies at all levels have made significant strides in the establishment of e-services by improving staffing, financing, and technology and to make better and more significant improvements in the delivery of e-services to its citizens.

An e-service is a web based software or an information system which is part of the Government web system whose aim is to automate support or partly automate administrative process. This process can be triggered by a request from a citizen. (www.emacao.gov.mo) Boyer (2002) stated that "the e-service encounter is the initial landing on the home page until the requested service has been completed or the final product has been delivered and is fit for use."

Jaeger and Thompson (2004) argued, the issues of the digital divide, which should be carefully examined theoretically as well as on the practical level for e-government usage by citizens. The primarily issue of the digital divide among the citizen users are their economic gap, cultural difference, and geographical lapse. These were some of the reasons identified why some citizens have difficulties and do not use e-government information and services. The success and acceptance of e-government depends on the citizens‟ willingness to utilize the services provided.

Bangladesh is a developing country and its e-services are just moved from its initial stage to developing stage because still the people‟s are Bangladesh are not aware of using Internet. Only some people, if we put them in exclusive group for example officials, students and some other literate persons can use Internet. Therefore accessibility, accountability, and transparency are three most important parts of e-service, they are still not achieved due to unavailability of internet in rural areas, lacking in ICT‟s infrastructure. The national site not provides only information to citizens but also provides some necessary forms to download but they are not in an interactive manner to citizen.

Types of e-service:

In e-Government the local government provides e-Services to citizens, like any e-business, are generally divided into the following categories:

Informational: Gartner notes that "the vast majority of governments" has developed a Web presence and has moved on to further development. (www.sun.com). This is the first phase and includes the provision of information alone. The quality, usability and currency of the content determine the value of this phase of e-Government. This is the least complex of all the phases. (www.unpal.un.org) Interactive: In this phase, e-Government provides some degree of online interaction. For instance, citizens can enter complaints or job applications online. This phase does not include secure transactions such as financial or other transactions that require a high degree of authorization and audit.

Transactional: Enabling e-citizens to complete tasks online is the major characteristic of this critical third phase (Gartner). It provides secure transactions with high level of authorization. Citizens can now apply online for passports, NICs (National ID Cards) and make payments online. This requires a high degree of security and basic infrastructure allowing for secure transactions. (Towards Access for Opportunity)

Collaborative: In this phase citizens and businesses collaborate with the government on processes, projects, etc. This is especially important for businesses working together with the government on projects, for public-private partnerships, NGOs, citizen forums, etc. This phase requires a collaboration infrastructure, which brings together suppliers, consumers and the government in a network with the object of increasing value creation. derived from (Parial,P.,et.al.2011).

present Public e-service in Bangladesh:

The government of Bangladesh has developed national web portal of Bangladesh(www.bangladesh.gov.bd) Through this webportal one can go to all ministers website, that is new dimension. if any citizens would like to get his desired information and service from government via internet he or she can access his or her desired ministries and other government agencies through www.bangladesh.gov.bd web portal. For example if anyone would like get agricultural related information from ministry of agriculture of Bangladesh then he just click on www.bangladesh.gov.bd and after then he will get the web link of ministry of agriculture of Bangladesh and then just clicking this web link he or she will be able to get his or her required information within a few seconds. no need to waste time and money to go to the ministry and concern authority to collect that information in person.

Furthermore, through online it is now possible in Bangladesh to apply for passport(www.dip.gov.bd). Moreover, Bangladesh railway inaugurated e-tickting system from general citizens. As a result general citizens can now buy their ticket through online (www.railway.gov.bd)

In a nutshell followings are some services which the government of Bangladesh is providing to the general citizens and business enturpreneur.

For general citizens: Income taxes, job searches(e.g online job vacancy publication, selection, result publication), vehicle 1registration, police- online GD, birth certificate, Enrollment in higher education(e.g, admission application, course registration, result publication etc), health related services(e.g. health monitor for pregnant mother, diabetic patients e,t,c)

For business entrepreneur: Corporate tax, public trade license, public procurement.(Bhuyan,(2010)

In conclusion although still there are some challenges for government to provide e-service towards citizens such as financial, legal, lack of sufficient ICT skilled human resources but day by day government is trying her level best to provide public e-service to general citizens.

More example of public e-service in Bangladesh:

Access to Information (a2i) Programme is an UNDP and USAID supported project (programme) having its office at the Prime Ministers’ Office. The overall objective of the project is to provide support in building a digital nation through delivering services at the citizen’s doorsteps. The programme aims to improve quality, widen access, and decentralize delivery of public services to ensure responsiveness and transparency. The solutions offered by the project are:

i) Introduction of m/e-services

Public services delivered though mobile or internet can reduce long distance travel, corruptions ridden face-to-face interactions and need for intermediaries. An introduction to dashboards will further improve the service delivery performance; induce the process of quality oversights by the senior government officials. The PPP based service delivery points (for example, UISCs) would play an important role to bring in private sector service providers to facilitate access to service in a transparent and accountable manner.

ii)Capacity Development of Service Providers

The capacity of the service providers is being developed by introducing a CBT (computer based training) programme to enable a quick development of skill training courses. The project will also design and develop a state-of-the-art leadership development course for the government officials. The targeted training programmes are being organized to develop a platform for the ‘Chief Innovation Officers’ to identify opportunities for leveraging PPP modality for service delivery.

iii)Promoting Innovation in Public Service Delivery

The ‘Service Innovation Centre’, proposed in this project will be responsible for identifying scope for innovation, provide technical support to design innovative solutions and encourage innovation. Additionally, an ‘Innovation Fund’ established by the project will ensure quick implementation of pilot and to support up scaling of successful innovations.

iv)Creating an enabling environment for e/m-services delivery

The project is instrumental in establishing a self-sustaining ecosystem required e-services to take root in Bangladesh. The programme supported the formulation of various institutional norms, including basic laws and standards and emerged as the country’s leading centre of expertise for e-government and citizen e-services solutions. This role has made it an important player in influencing the country’s ICT for development (ICT4D) policies and strategies.

- See more at: http://a2i.pmo.gov.bd/content/introduction-a2i#sthash.y6wPmOYX.dpuf

The District e-Service Centre (DESC) is an ICT facilitated one-stop service centre which provides an efficient electronic version of the century-old manual and heavily bureaucratic service delivery system at every DC office. It is located in the Deputy Commissioner’s (DC) office. DESC has been designed to improve the accessibility and transparency of public service delivery system at the district level to achieve the following Objectives:

• Ensure service delivery at the at the door steps of the people at the least possible time

• Uphold citizens’ Rights to Information through extensive information flow

• Save time and labor in the processing period

• Increase the number of clients served everyday through the use of ICT

• Reduce corruption and increase accountability by ensuring enhanced flow of information and more transparent processes.

Services available at the DC office can be requested and received through the one stop service counters, online, by phone, by post, or by fax. The DESC was first piloted in Jessore DC office and is currently operational in all the 64 districts.

- See more at: http://a2i.pmo.gov.bd/content/district-e-service-centres#sthash.6DPMkt3Z.dpuf

The National e-Service System (NESS) is an initiative to consolidate all government e-Services within one framework. The NESS framework will accommodate all services offered by the government of Bangladesh to its citizens. An e-Service under NESS has capability to receive online or mobile-based applications, provide receipt numbers immediately for future tracking of status, and in most cases, completion of the service online. Any financial transaction associated with service application may be accommodated through a special e-Financial Inclusion platform. A forms engine to develop a digital version of any paper form is an integral part of NESS. - See more at: http://a2i.pmo.gov.bd/content/ness-national-e-service-system#sthash.8U5sFwiN.dpuf

References: - Bhuyan M(2010) Public Sector e-service Development in Bangladesh: Status, prospects and Challenges

- Goldkuhl, G. & Persson, A. (2006a). ‘From E-ladder to E-diamond – Re-conceptualising Models for Public EServices’, Accepted to the 14th European Conference on Information Systems (ECIS2006), June 12-14 2006, Göteborg, Sweden.

- Parial, p. Rahman,M, Hossain,M.,(2011) E-Service Usability and Citizens Expectation- A Study on Bangladesh E-Government service

- Rowley, J. (2006). ‘An analysis of the eService literature: towards a research agenda’, Journal of Internet Research. 16(3), 339-359.