E-Governance in municipal administration

Bringing services closer to citizens

Overview

The Government of Bangladesh has been pursuing the goal to design municipal services in a more citizen-oriented way, to strengthen the rights of citizens and to combat corruption in administration. German development cooperation has supported this process. Communication between administration and population has been improved and administrative processes have become more transparent through the use of IT-applications.

Background

Under the motto „Vision 2021: Digital Bangladesh“, Bangladesh has been intensifying its use of modern information and communication technology. The aim is to make municipal services more effective and citizen-oriented and to curtail corruption. Several municipalities started digitalising their administrative processes. The Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) has been supporting the project since its inception and accompanied two e-governance pilot projects in the municipalities of Narayanganj und Jamalpur.

Objectives

From 2011 to 2013, the GIZ project „E-governance in local administration“ exemplarily supported the municipalities of Narayanganj and Jamalpur in improving service delivery to citizens. It aimed at strengthening citizens’ rights and at reducing corruption in administrative processes. The objective was to adapt service delivery to citizens‘ needs.

Activities

In both cities, inhabitants were invited to participate in discussions in order to clarify demands and ideas for public services. Three main innovations were generated:

  • Establishment of One-Stop Service Centers (OSCC), where citizens have access to all municipal services in one place;
  • Development of a municipal information management system, enabling a more transparent, efficient and faster administrative processing;
  • Creation of a public website integrating social media elements to inform citizens and to start a dialogue.

Effects

The processes and innovations introduced have been evaluated positively by all stakeholders, including citizens, administration employees and mayors. Services are delivered much faster and in a more effective manner. Surveys conclude the population is very satisfied with the improvement of services through One-Stop Service Centers, and with the competences of administrative staff.

A positive side effect of digitalisation has been the tracking of internal processes and saving of related information. Staff has been trained in IT, which reduced reservations against modern media. Meanwhile, communication via e-mail and social media has become natural for many, including elderly employees.

Conclusions

Investments in improving administrative processes paid off in both cities. The OSCCs run profitable and were able to increase non-tax based revenues in the municipalities. At the same time, no further cases of corruption have become known. The OSCCs are a success story; they are being replicated all over the country. A movie, produced in Jamalpur, displays the achievements for other communities.

Contact

Anne Doose

Good Governance in Urban Areas
GIZ Bangladesh

anne.doose(at)giz.de

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Categories: Good Urban Governance Democracy and public participation Urban management and administration
Regions: Asia Bangladesh

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