Public Sector eService Development in Bangladesh: Status, Prospects and Challenges

Abstract

Rapid development of information and communication technology (ICT) creates extensive opportunities for efficient and cost effective public service delivery. Even though most developed countries have had established electronic services for several years, the vast majority of developing countries have started only recently. In 2007, Bangladesh has also started to prioritise eService development in the national agenda e.g. dissemination of service information through websites, availability of official forms online, utility bill payment through mobile phone SMS and so on. There is as yet a lack of studies capturing the overall picture of such initiatives and progress in this country. Hence, the aim of this study is to examine various public eService development initiatives in Bangladesh, assess eService maturity level, and thereby assist the government to expedite implementation of those services. The study is based on both survey and interview approaches. A survey of 44 public officials, working on eGovernment implementation in different ministries and central public authorities, was conducted using a structured questionnaire. In addition, nine top‑level officials involved in ICT related government policy intervention were interviewed. A literature review covers theoretical tools on measuring and implementing eGovernment applications such as stage models to categorise eService maturity level. The survey and interview results aligned with a well‑known stage model are used to provided an overall picture of public eService initiatives in Bangladesh. The study has identified existing major eServices and assessed the overall maturity level of the services. The study also contributes by identifying prospects for public eService delivery in Bangladesh, including growing use of mobile phones and public private partnerships (PPP); while inadequate legal regulations, scarcity of power supply, insufficient initiatives by top‑level managements, service integrity and interoperability etc. are identified as challenges for the growth of public eService development and sustainability. Finally, the study also puts forward some recommendations to deal with major challenges.