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The story of Bangladesh's public service delivery transformation, prototyping to massive scaling up, change management.
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Building a Digital Nation:Transformational Change
and Scaling Up
Anir ChowdhuryPolicy Advisor
Access to Information ProgrammePrime Minister’s Office
Bangladesh
May 13, 2013
Bangladesh Context: ‘Glass Half Empty’
Income: $700 GDP per capita, 30%+ under $1/day
Literacy: 50% Bangla (English insignificant) Electricity grid: 40% of area under grid, very
unreliable! Solar increasing
Service delivery Not need responsive Complicated/fragmented process Extremely male biased Endemic corruption and ‘rent-seeking’ Client-patron relationship
Bangladesh Context: ‘Glass Half Full’
• Social: Facebook, urbanization
• Economic: PPP Policy
• Technological: Mobile, internet
• Legal: ICT Act, RTI Act
• Political: Highest level, new
young leadership
• Government Readiness:
mindset change, data centre,
new IT-savvy recruits
March December0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
1,4M
2,8MFacebook, 2011-12
3 Key Issues for Service Improvement
Service Delivery Model• Complicated
Process/Forms/ Notarization
• Face-to-face delivery
Capacity of Civil Servants• Change management and
innovation is limited/discouraged
• Private sector in the last mile is absent
Enabling Environment• Public registers (people & assets) to
target, validate, & monitor service• Digital data/information to support
decision• Comprehensive policies and laws
Understanding root causes of service inefficiency
Improve Service Delivery to the Underserved
“The reasonable man adapts himself to the world; the unreasonable one persists in trying to adapt the world to himself. Therefore all progress depends on the unreasonable man.”
― George Bernard Shaw
Reached Agreement
Focus on Innovations that lead to Service Delivery Improvement
Continuous improvement
1. Time2. Cost3. No. of visits4. Expected
quality
Preventing Digital Divide: Citizens Access Points in 4,500+ UPs – True Bottom-Up Development
Birth and death registration
Examination results
Government forms download
Job information Visa application
and tracking Digital
photography Computer
training
Mobile banking
Life insurance English
training centres
Payments for government services
Tax collection Remittance4.5 mil users/month
USD 600K/month
Start with the underserved first!
One-Stop Service in all 64 DC Offices
Certified copy of land records delivery increased by 40%
Time for citizens reduced from several weeks to 2-5 days
Decision making time reduced by 80-90%Transform services and provider
behaviour
UN Chiefs Inaugurating 2 Landmark Initiatives in Bangladesh
International recognition and involvement
Comprehensive National e-Service System (NESS)in 16,000 offices in 2 years
Apply
Receive notification & Track progress
Retirement of e-Governance
e-Governance
Service at Doorsteps
Business Process Re-engineering
(BPR)
Service Process
Simplification (SPS)
Information Portals in all 64 DC Offices being Extended to 24,000 Govt. Offices
Utilize Right to Information Act
e-Service, e-Office and NPF
Bangla Content a Priority
• 100,000+ pages • Agri, health, edu, law and
human rights, disaster mgmt, tourism, employment
• 300 orgs (govt., for-profit, non-profit)
Enable massive Bangla content development
People don’t have desks!
Focus is on ICT to Improve Education, Not ICT Literacy
Transform education, not IT education
All 300+ primary, secondary,
vocational, madrassa textbooks online
Thousands of teachers share content through a
dedicated portal
Improving Maternal and Child Health
TV Assisting in Human Development
Mobile Banking: Developed/Developing Country Contrast
Developed: nice-to-have
Developing: must-have
Strong inter-bank payment systems
Extensive bank branches Ubiquitous ATM and POS
networks High credit/debit card
penetration High availability of
internet banking.
Weak inter-bank infrastructure
Limited number of bank branches
Limited ATM and POS system
Limited internet but high penetration of mobile devices
Problem with current mode of mobile banking:
1. The bank account holder must own a mobile phone – prohibitive for the very poor
2. Transaction cost if prohibitively expensive for small transactions
i-Banking Cash-In and Cash-Out
through mobile & prepaid Bank Cards
through UISC Cash Agents & POS Terminals
i-Payments G2P: social safety net payments P2G payments: utilities, all forms
of challans Person-2-Person fund transfers /
remittances
i-Commerce B2C & C2B services: buying
seeds, fertilizers, bus tickets, paying for medical services at upazilla health complex, etc.
i-Insurance Micro-insurance for life,
disability, crops, etc. Access to proper risk
management tools over mobile devices
i-Credit Micro-credit at lower
transaction cost lower interest
Comprehensive Financial Inclusion (i-*)
Results in 3 years
33M e-services from UISC
36M birth registration electronically
USD16M earnings for UISC entrepreneurs
0.8M e-applications processed in district HQ
1.1M land records delivered electronically from district HQ
49M results of public exams over internet,
33M over SMS
2.7M admission applications through SMS
in 32 public universities, 400 colleges, 70 medical colleges
3M students (by June 2013) learning from multimedia content developed
by 16,000 teachers
UNDP Poster Competition 2012
Develop Capacity andCatalyze Transformational Change
“I am looking for a lot of men who have an infinite capacity to not know what can't be done.”
― Henry Ford
Develop Capacity of Thousands ...
• Leadership mobilizationInterested Honourable Members of Cabinet and Secretaries
• Process simplication & change mgmt.
e-Gov Focal points (Addls/Jt. Secretaries), DCs
• Implementation & Technical capacity
UPZ Chairmen, ADC, Quick Win focal points, Upazila Nirbahi Officer (UNOs),Deputy Director (LG)
• IncentivesInnovation Award
Target groups
• 500+ elected representatives
• 2,000+ civil servants
• 9,000 Entrepreneurs
• Media
• Citizen
• Private Sector and NGOs
• Demand Creation• Information Officers, Journalists, UISC
Entrepreneurs, Citizens
• Awareness Development• Innovation fair (divisional fair is on the card)
e-Governance Focal Points to Innovation Teams
Introduced the role of e-Governance Focal Points in every Ministry (50+)
Rigorous learning sessions containing visioning sessions, debates, case study analysis, service simplification exercises
Action research through Quick Wins
Recent Government gazette to form Innovation Teams in each Ministry (50+), each directorate (400+), each district (64) and each sub-district (487)
Info Centres in Union Parishads, Farmers’ Clubs
Upazilla doctors providing tele-consultation
Computerized land management
Tracking social safety nets
Disaster early warning through mobile network
Teacher training and e-Learning
100+ ‘Quick Wins’ launched. Another 600 in the Pipeline
Encourage baby steps. Allow failure!
Quick Win Beginning Now
e-Purchase Orders (e-Purjee)
20,000 farmers2 sugar mills
200,000 farmers15 sugar mills
e-Service Centres in Rural LGIs (UISC)
2 UPs4 entrepreneurs
4,500+ UPs9,000+ entrepreneurs4.5m citizens/monTk. 5 crore/mon income
Multimedia classroom and teacher-led content
7 schools22 teachers
By June 201423,315 schools70,000 teachers
1. Increase confidence of govt officers2. Allow risk-taking for innovations3. Partner with private sector and NGOs
Quick Wins Scaling Up
Grassroots Blog Enabling Country-wide Problem Solving, Citizens Empowerment, Break-down of traditional admin hierarchy
200+ e-Services 100+ govt. agencies 50+ companies
Creating a Sense of Positive Competition among Ministries and Promoting International Branding
30 countries 200 speakers 150 exhibitors 7 country
pavilions 17 awards
Start with informal incentives like recognition
Planning and Coordination from the Top
Leadership
Enabling Env
Services
• Quick Wins/ Innovation Labs
• Large e-service projects
• Bangla content• Demand
creation
• Ownership development
• Process Simplification
• Digital Strategy• ICT Policy, Law,
RTI Act• PPP Policy • e-Architecture• Population
registry
Execution from the Bottom(Field admin, LGIs)
Education Police Welfare Transport Tax
RevenueMunicipal BodyDC OfficeEnvironmentElectricity
Joined-up government
Cost savings
Improved service
Connected Citizens
One-Stop ShopHarassment,Time, Cost
Citizens will NOT go to services, services will come to citizens
Build the Enabling Environment
“I always avoid prophesying beforehand, because it is a much better policy to prophesy after the event has already taken place.”
--Winston Churchill
Horizon Scan and Vision Documents
Horizon Scan 2007
HEAL Vision documents 2008 Health Education Agriculture Local Government Civil Service
Visioning was far more important than the vision documents
ICT Policy 2009, RTI Act 2009
SharedVision
Social Equity
Support to ICTs
IntegrityHealthcare
Productivity
EmploymentCreation
Environment
Education &Research Strengthening
ExportsUniversalAccess
10 development sectors306 action items for all govt agencies
Strategic Priorities for Digital Bangladesh Report 2010
Development• Education• Agriculture• Health• Justice• Law Enforcement• Land & Water
Resources
Sectors• Social Safety Nets• Disaster Management,
Environment & Climate Change
• Commerce & Investment
• ICT Industry
Enablers• Connectivity• Banking & Finance• Parliament• Local Government • Civil Service• Youth• PPP• Policy & Legal
Framework
‘Strategic Priorities for Digital Bangladesh’ aims at identifying the role of technology in socio-economic
transformation by 2021.
Mainstreamed into National Planning in 6th 5-year plan (Sector policies like Education, Health, Rural
Connectivity, PPP)
Policy for ICT Infrastructure: Rural Connectivity Guidelines 2010
Institutions Broadband Rollout ProjectionOrganization Total 3 yrs 6 mon 12 mon 24 mon 36 monGovt. (district + upz) 12,000 12,000 12,000 Thana 500 500 500 Local Government (urban) 350 350 350 Local Government (rural) 4,500 4,500 4,500 Secondary School 19,000 19,000 3,000 7,000 5,000 4,000Secondary Madrasa 9,500 9,500 1,000 2,000 2,500 4,000Colleges 3,500 3,500 250 500 2,750 Primary School 80,000 10,000 500 500 4,000 5,000Health Complex 1,000 1,000 1000 Community Health Clinic 18,000 18,000 1,000 3,000 14,000Post Office 8,500 8,500 64 482 1,000 6,954TOTAL: 156,850 86,850 23,164 11,482 18,250 33,954
National Population Register
Police services
Education
Birth registration
Health
Voter ID
LicensesSocial safety
nets
Loans
Taxes & VAT
Legal services
Immigration
Labor
CCDS 2012 and NPR 2015: Interoperable e-Service Platform Across the Government
A2I’s Approach:Ready, Shoot, Aim …
“Life is what happens to you while you're busy making other plans.”
― Allen Saunders
4 Vital Realizations for Transformational Change
1. Focus on the citizens, not on the provider
2. When thinking about technology, think outside the ‘computer’ box
3. Catalyze transformational change management
a. By using innovation as entry pointb. By leveraging existing relationships
4. Forge strong public-private partnerships
Citizens call a helpdesk directly
Citizens come toCommunity e-Centres Helpdesk answer Citizens
questions
Information workers go to citizens
Realization 1:Citizens will NOT go to services, services will come to citizens
Web, email
MailRadio TVCounter Call Center Cell PhoneSmart Phone
Why design e-Services around desktops when users don’t have desks?
Realization 2: Must think outside the ‘computer’ box
Realization 3: Top-Down Planning, Bottom-Up ExecutionPerformance Dashboards, Innovation Teams
Technology
ProcessPeople
•20% Technology
•35% SPS (Service Process Simplification)
•40% Transformational Change Management
•5% Luck!
Innovation
Leadership Teams
People
Private
Public
Technical Assistance / Resources from Development Partners
Realization 4: Partnerships create multiplier effect
• 50 service partners• 300 content partners• Thousands of crowdsourcers• $100M+ mobilized• Need to mobilize $1.5B
3 Notable Disruptions: Taking into Account and Taking Advantage of …
Tipping point?
Govt. Innovation
Labs
Social Networking
Crowdsourcing
Closed Grassroots
(UISC) blog with 14,000
members
Teachers’ Portal with
8,000 content
700 Quick Wins with
100+launched, Many
scaled up
a2i Innovation Cycle: Built in hindsight
Generate
Incubate
EvaluateUpdate
Replicate
“You can't connect the dots looking forward; you can only connect them looking backwards.”
― Steve Jobs
Shared visioning through participation Breakthrough thinking through Innovation
lens Leapfrog execution through partnerships
What can A2I experience provide to other countries through
South-South partnerships?
Knowledge Sharing
“A good hockey player plays where the puck is.
A great hockey player plays where the puck is going to be.”
― Wayne Gretzky
Thanks