Public service delivery in ‘Digital Bangladesh’: strategies and challenges of citizen outreach

Abstract

The advent of information and communication technology (ICT), i.e. e-government has introduced an array of options of accessing government services and information on citizens’ own terms. These terms include citizens’ expectations of availing 24x7 services from anywhere through multiple channels at their convenience. To ensure more access to government services and information, Bangladesh, like other governments of the world, has taken several measures to implement e-government and in 2009 introduced the theme of ‘Digital Bangladesh’ (DB) integrating all the measures and initiatives of e-government under a single vision. One of the key objectives of DB is to ensure the technology-based delivery of services at the doorsteps of citizens especially to reach the unreached. In this context, the paper enquires about the emerging form of public service delivery network under the theme of DB particularly focusing on the strategic components like self-service web portal, Public Information Centers (PIC) installed at different administrative levels and cell phone-based applications. It also attempts to pinpoint the challenges that pose obstruction to the smooth realization of the initiative. The study concludes that in spite of the challenges the taken strategies play a seminal role in making the public service delivery more efficient and effective and thereby achieving the purpose of citizen outreach effectively.