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Introducing E-Governance in Bangladesh and the Opinion of

Common People; a Study of District E-Service Centre, Sylhet

Nadim Ahmed

Department of Public administration

Shahjalal University of Science and Technology, Sylhet

January, 2013

nadim55@student.sust.edu

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Abstract

E-Governance is a recent policy innovation in Bangladesh that emerges as a response to the

demands from various groups for receiving online services. This paper aims to explore the term

“E-Governance” which is the application of Information and Communication Technology (ICT)

for delivering government services, exchange of information communication transactions,

integration various stand-one systems and services between Government-to-Citizens (G2C),

Government-to-Business(G2B),Government-to-Government (G2G) as well as back office

processes and interactions within the entire government framework. Through the e-Governance,

the government services will be made available to the citizens in a convenient, efficient and

transparent manner. The final part of the paper highlights various problems of e-governance in

Bangladesh relating to the functions of E-Governance with barriers in respect of providing

services, including opinion and recommendation concerning the effectiveness and the estimated

result of proper services on development in the reference of District E-Service Centre, Sylhet and

makes a concluding remark on overall concepts.

Keywords

E-Governance, technology, communications, common people, development

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Introduction

E-Governance is about the use of information technologies to facilitate the operation of

government and to raise the quality of the services government deliver to citizens and businesses.

E-Governance is understood to extend the scope of government by including citizen engagement

and participation in governance. It can be defined as the use of ICTs as a tool to achieve better

governance. E-Governance has already arrived in Bangladesh in the academic area, though it is

essentially an imported concept based on imported designs. There are growing numbers of e-

Governance projects in Bangladesh, some of which are contributing to public sector reform and

delivering gains of efficiency and/or effectiveness across a broad agenda. Over the coming years

also developing countries like Bangladesh and their citizens can be also benefited from E-

Governance. Bangladesh is a country with limited wealth and with vast populations that do not

make much use of the Internet generally do not have very strong E-Governance sites. So

Bangladesh is facing several problems in ensuring E-Governance but, if the policymakers in

Bangladesh appear committed to the greater good of delivering better public services and

information and to doing so via digital means, then the best services from the state will be

obtained. It will help the state for ensuring the E-Governance.

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Objectives of the Study

Broad Objective

To find out the efficiency and effectiveness of E-Governance at local level/Zilla Parishad

Specific Objectives

1. To explore the technical and human resource problems regarding E-Governance.

2. To identify the types of benefits of the local people through accessing e-services.

3. To reveals the instructions regarding strengthens of e-services for ensuring local

development.

Meaning of Governance

In a simple and straightforward manner, „governance‟ is the undertaking of activities,

management of resources, organization of men and women by groups of people, communities,

local government bodies, business organization and branches of the State (Legislature, Judiciary

and Executive) through social, political, administrative and economic arrangements that meet the

daily needs of the people and ensure sustainable development. (Hye, 2000)

One of the first international organizations to use this term was the World Bank, which define

governance in the following fashion:

a) A form of a political regime

b) The process by which authority is exercised in the management of a country‟s economic

and social resources and

c) The capacity of governments to design, formulate and implement policies and, in general

to discharge governmental functions. (World bank, 1992)

Governance is explicitly and by consensus accepted to be the “process of public affairs.” (Boyer,

1990). Under „governance‟, the question of how to manage public affairs becomes analytical

rather than normative. There are, historically and theoretically, many kinds of governance,

monarchies, aristocracies, oligarchies, despotisms, theocracies, single-party systems and military

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rules, to indicate a few. These systems can be compared and evaluated on their performance in

“managing public affairs” and on the fundamental values they exemplify and sustain in that

management. (LaPorte, 1995)

Meaning of E-Governance

E-Governance is the application of Information Technology to the processes of government

functioning to bring about:

Figure: Meaning of E-Governance

SMART

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UNESCO (2003) defined e-governance as:

“Governance refers to the exercise of political, economic and administrative authority in the

management of a country’s affairs, including citizens’ articulation of their interests and exercise

of their legal rights and obligations. E-Governance may be understood as the performance of

this governance via the electronic medium in order to facilitate an efficient, speedy and

transparent process of disseminating information to the public, and other agencies, and for

performing government administration activities” (ARC.GOV).

(Source: bada.hb.se/bitstream/2320/8157/1/2011MAGI06.pdf access date17/12/12)

E-Governance facilitates government an efficient, speedy and transparent process to share

information to the public and other agencies, and to perform government administration

activities. Electronic transactions and digital signatures is valid not only for the private sector but

also for government agencies, which allows government offices to use electronic medium

regarding tender notices, vacancy announcements and others. It also validates public

procurement and acceptance of electronic applications.

Saxena (2006: 501) mentions the following dimensions of e-governance:

E-services- the electronic delivery of government information, programs, and services;

E-commerce- the electronic exchange of money for goods and services, such as citizens playing

taxes and utility bills, renewing vehicles registration, and playing for recreating programs, or

government buying office supplies and auctioning surplus equipment; and

E- management- the use of ICTs to improve the management of government (from streamlining

government processes to improving the flow of information within government offices).

E-Governance is more than just a government website on the internet. The strategic objective of

E-Governance is to support and simplify governance for all parties; government, citizen and

business. The use of ICTs can connect all three parties and support processes and activities.

(SUST Journal of Public administration)

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In other words, in E-Governance electronic means support and stimulate good governance.

Therefore, the objectives of e-governance are similar to the objectives of good-governance

(Basu, 2004: 110).

As mentioned before, the E-Governance delivery models can be briefly summed up as:

G2C (Government to Citizens)

G2B (Government to Businesses)

G2G (Government to Governments)

(G2C)

(G2B) (G2G)

Figure: Service sectors of E-Governance

The ultimate objective of e-governance is to establish good governance, which will eventually

lead to development of administration as well as administration of development. Various issues

of development administration which are expected to be achieved through successful

implementation of e-governance in developing countries trying to reap benefits from this

networking governance process. The application of ICT promoting e-governance surmounts

some of the social, political and administrative challenges and may ensure delivery of health,

education, and other social services through this a viable technology (Sharma, 2006).

Government

Citizen

Government Business

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E-governance

Participatory

democracy

Decentralization

Efficiency &

effectiveness

Public policy

Citizen services

Accountability &

Transparency

Corruption

Development

Administration

Globalization

Accessibility &

awareness

Partnership

ICT

G2G

G2B

G2C

Figure: E-governance and Development Administration (Source: Lok-Proshashan Samayiki, 2006)

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Functions related to E-Governance

Developing government wide information infrastructure, shared networks, data centers,

business processes, and one-stop service delivery centers

Governments need to reform, reengineer, and connect systems and processes that have resulted

from decades of inwardly focused operating strategies. Ministries and agencies often have

independent ICT programs, and some operational independence is needed. But when E-

Governance funds are mainly invested autonomously or coordination is limited to single

applications or donor portfolios, it results in duplication, interoperability problems, and

substantial waste of resources. One role of central E-Governance institutions is to promote,

develop, and support common information infrastructure and applications, including government

wide networks, government portals, data centers, and common business processes (for example,

for financial and accounting systems, payment systems, human resource management, and public

procurement systems). They also need to coordinate or integrate service delivery channels and

thus move government agencies from fragmented, multiple, discrete channels to a networked,

multichannel approach to service delivery (OECD 2005).

Formulating e-laws and frameworks for IT (information technology) governance

To set and enforce common laws, regulations, and IT governance in support of E-Governance

development and operation, governments should create institutions responsible for, among other

things, developing E-Government policies and legal and regulatory frameworks for issues such

as e-transactions, e-security and privacy, and access to information. E-laws are likely to affect

many stakeholders. Thus, their formulation and enforcement involve more than the ministry of

justice or ICT. A central agency or institutional mechanism should therefore lead and coordinate

the process of designing and adapting such laws and of monitoring and evaluating their impact.

Such an agency should also harmonize country-specific e-laws with international conventions

and best practices.

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Mobilizing, prioritizing, and allocating resources for e-government infrastructure and

services

Most developing countries suffer from huge deficits in the reach and quality of public services.

Thus, there is often a temptation to do everything at once, and political pressures, growing

expectations, and interest groups often encourage new ICT agencies or E-Governance service

oriented management arrangements to take on too many projects and spread resources across too

many initiatives. Although many governments invest heavily in ICT and E-Governance

programs, investment levels are seldom a good gauge of progress or results. In fact, even

substantial investments in e-governance often fail to bring about the results they are intended to

achieve (Fountain 2001; Heeks 2003).

Monitoring, evaluating, and communicating lessons of experience, providing feedback, and

ensuring accountability:

Evaluating E-Governance programs is challenging. Even most developed countries have done

only limited assessments of how well ICT investments have been used. Governments need to

develop systematic monitoring and evaluation mechanisms that can serve as tools for improving

program management, answering questions from stakeholders, meeting official reporting

requirements, increasing the understanding of program strategies and goals, and promoting

interest in and support for E-Governance programs and activities. Furthermore, information from

monitoring and evaluation must be used to redesign, change direction, and implement new

strategies where necessary.

Functions at the Local level

To achieve maximum capabilities of ICT tools in e-governance practice at the local level

sectors by adjusting their organizational structure and usage leading.

Requiring strong leadership to promote local e-governance objectives and works to

increase acceptance the e-governance strategies among stakeholders.

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In addition to having a local strategy, individual organizations include local e-

government approach in their strategic plans to ensure each employee is continuously

looking for ways to improve processes and service delivery.

Aiming at a fully functioning information system, e-governance strategy is trying to

achieve the following criteria: establishment of a local network connecting all the

computers in the local administration, or at least one computer in each organization or

office should be in the network

E-governance functions itself accordant with the strategy that large municipalities will

use a dedicated line (broadband, fiber, ISDN, or other available high speed connectivity),

providing 24-h connection with the Internet. Smaller local governments may afford to a

more limited connection at an affordable price.

To implement a pragmatic information system at the local government level, e-

governance strategy is working for achieving the following information infrastructure

thought as a prerequisite: at least one computer in each department or office (simple PIII

or PIV or even clones); one high-end computer (may be a Pentium V) functioning as

server.

(Source:http://www.academia.edu/1588296/Framework_of_eGovernance_at_the_Local_Govern

ment_Level, accessed date 5/12/2012)

Barriers to provide services on the Development

1. Inadequate ICT Infrastructure within the government: Most ministries have a largely

inadequate number of working computers. Very few government offices have their computers

connected to the Internet. Even fewer have internal networks. However, it is also true that a

number of government offices have computers that remain almost completely unused due to lack

of integrated planning.

2. Inadequate access to ICT by government officials: It is generally the case that computers in

government offices generally find their way into the offices of the high-level officials.

Sometimes it is seen that they possess more than one computer coming from different externally-

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funded projects. The desk level officers generally are not considered for access to computers

despite the fact that interest about ICTs and ability to learn new technologies are higher among

younger officers than older. Computers have sadly become somewhat of a status symbol in

government offices.

3. Awareness of government officials about ICT: More than anything else, it is the mindset of

government officials that poses the biggest bottleneck to e-Government. There are a number of

reasons why they resist the use of computers beyond usual typing of letters and documents.

Some of the primary reasons are mentioned: (1) they are resistant to any kind of change in their

familiar working environment; (2) they fear that computerization of different government

activities may make some people redundant; (3) they think that computers are meant for low-

level typist kind of work.

4. Non-acceptability of IT systems: It is often seen that even after an IT system is implemented

in a government office, it becomes hard for government officials to convince them to use it.

Besides the general lack of awareness about ICTs and the fears discussed earlier, some other

factors also play a part in their non-acceptability of IT systems. They fear important data getting

lost or they are doubtful about the security features of computers.

5. Lack of incentive structure for government officials: In the private sector, it is seen that

people skilled in the use of IT are generally valued more than a counterpart who is not as IT

proficient. In the government, however, there is no such system of discriminatory valuation of

personnel. As a consequence, there is not enough of an incentive for government officials to

become IT savvy. The use of IT is mostly self-motivated and a matter of individual free choice.

6. Lack of adequate training programs: Many e-Government or computerization projects

suffer gravely from lack of adequate training programs. Training is of vital necessity in

familiarizing users with computers and breaking their fears. Some officials go through unplanned

„IT Training‟, often in another country, and then come back not getting any scope for utilizing

his/her newly gathered knowledge of IT and forgetting it all in due time. The training programs

are mostly not need-based and arranged at arbitrary periods, not during the implementation phase

of an e-Government project.

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7. Lack of reliable maintenance: Another significant problem is that generally there is no in-

house maintenance personnel. It is of vital necessity that computers gets fixed as soon as they

malfunction or users very easily lose confidence over IT systems. Most offices have contracts

with local hardware companies for maintenance, but their services are often not immediate.

8. Lack of sustainability of IT Systems: Almost all e-Government projects are funded through

external sources, primarily foreign funds. This brings about a very vulnerable situation with

regards to the sustainability of these projects. As soon as the external fund dries up, it is often

seen that there is no fund left even to buy printer paper. As a result of this, there is a lot of

hardware sitting in government offices unused as memories of a bygone project.

9. Frequent, unpredictable transfer of government officials: Another major problem to

popularizing e-Government in an office is that government officials get frequently and

unpredictably transferred. It is seen that IT systems are often dependent on one or two IT

champions. As soon as they are transferred, no one remains to take their position.

10. Lack of ownership of IT systems: A direct result of the system of government transfers is

that there is great unwillingness to take ownership of IT-related projects. If hardware and IT

systems remain unused, there is no one to take responsibility and encourage others. There is

currently no government structure in place to create this ownership of e-Government at the level

of individual offices.

11. Lack of Bangla standardization: Currently, there is no standardization for use of Bangla in

the electronic format. Different people use different fonts, often resulting in documents not

opening in someone else‟s computer. Another major issue is that none of these fonts maintain the

international standard – UNICODE - as a result of which Bangla content cannot be put up on the

Internet using these fonts. Bangla documents now have to be uploaded on the Web as files only.

Besides these some other specific problems are listed below-

Technology: According to Onion Ring model we got the following technological problematic

issue that should be addressed for when implementing e-governance system in Bangladesh.

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Lack of computer knowledge

Rapidly changing technology

Lack of internet facilities

Lack of computer facilities

Information System: According to Onion Ring model we got the following Information system

problematic issue that should be addressed for when implementing e-governance system in

Bangladesh.

Lack of skilled instructor

Lack of IT skilled people in the government sector

Lack of IT skilled personnel

Computer illiteracy

Environment: According to Onion Ring model we got the following Environment problematic

issue that should be addressed for when implementing e-governance system in

Bangladesh.

Lack of awareness

Resistance to change paper based system to e-system

Cost of computer accessories

Insufficient electricity

Native language standardization

Lack of training facilities

Lack of policy

Lack of financial resource

Unstructured business organization

Lack of planning

Lack of support from government

(Source:http://publicadministrationbd.blogspot.com/2010/02/problems-of-e-governance-in-

bangladesh_11.html access date 26/12/12)

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Opinion of the common people regarding E-Governance

Here a study have been done on the District E-service Centre, Sylhet and the feedback is

calculated on the basis of the opinion of some common people who have taken services from this

center. The information which have been known by the opinions are given below-

Positive Opinion

1. The most widely used service is the solving of people‟s land related problems and

providing quick information about the description of lands and their easier buying and

selling procedure. When the e-service process was not existed, people had to wait for

minimum 10-15 days to get the record of lands. But with the introduction of e-service,

now people can get this information as required within 2-3 days.

2. Common people can now directly complain on any matters in a more proper and digital

way by means of e-service center which sends their applications through internet to the

Deputy Commissioner.

3. With the introduction of computerized e-service process, if the Deputy Commissioner

wants then he can take any instant action regarding any application given by the common

people. Thus the common people can expect to get proper judgment in proper time.

4. E-service center provides the chance to the common people to conduct cases against the

government. Here if a government employee forgeries on any matter with a citizen, then

he can apply for justice through this service. The concerning authority will investigate

about the cases if necessary and call upon the accused person and listen his remarks.

5. People also get services from e-service center on the following matters- approval of

license of any trade related matters, brickfield, revolver, petrol, coil, CNG etc. Besides

these it provides lease of Jalmahals, permanent lease of private lands, considers the

matter of Birth Certification and Election process etc.

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Negative Opinion

1. This service center is known by a very few number of people. Most of the people are not

aware or willing of getting services from it.

2. Most of the people do not know how to use it or get services from it. As a result they go

to the wrong sections and ask unnecessary questions to the staff. Thus hampers are

creating on the matter of running activities of the employees of e-service center.

3. Which services are provided from this center is not well declared and transparent. So

many people asked for getting services on silly matters or those which are excluded from

the center‟s service content.

4. The process of submitting and approval of application is time consuming.

5. The employees do not always show willingness or support to the applicants in a well

manner.

6. The employees often misbehave with the illiterate and poor persons.

7. One of the common complain of the people is that, the persons on service do not provide

services spontaneously. The actual reason of this problem is there exists lack of

accountability between the staffs so that the services are not providing in a proper way.

8. Providing services to even a small number of people at a time is not possible. People

have to wait to submit their applications until the previous applicants complete their

submission.

(Source: Data collected from Field, December 2012, Sylhet)

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How the Service can be Strengthen

Some recommendations have been given below regarding increase of the strength of the

services-

1. Proper advertisement need to be done in order to make the people aware and willing to

get services from it.

2. The instructions regarding how to get services and which section are responsible for

which activities need to be made clear to the common people.

3. The types of services which are said to be provided should be listed and declared

transparently so that no person can ask to take service on any silly or restricted matter.

4. Necessary steps should be taken in order to reform the time consuming process of

submission and approval of applications.

5. The persons in service providing should be friendly with the applicants, they should not

show misbehave with them.

6. The employees and staffs should provide the services and done their duties

spontaneously.

7. The process should be reformed in such a manner that large number of people will be

able to get services at a same time.

The Result of Proper Service on the Development

If the services of e-governance will be continued in a proper way, the following results could be

achieved

It will greatly simplify the process of information accumulation for citizens and

businesses.

It will empower people to gather information regarding any department of government

and get involved in the process of decision making.

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E-Governance has the opportunity to strengthen the fabric of democracy by ensuring

greater citizen participation at all levels of governance.

E-Governance will lead to automation of services, ensuring that information regarding

every work of public welfare is easily available to all citizens, eliminating corruption.

This revolutionizes the way governments function, it will ensure much more transparency

in the functioning, thereby eliminating corruption.

Since the information regarding every activity of government is easily available, it would

make every government department responsible as they know that every action of theirs

is closely monitored.

Proper implementation of e-Governance practices can make it possible for people to get

their work done online thereby sparing themselves of unnecessary hassles of traveling to

the respective offices.

Successful implementation of e-Governance practices will offer better delivery of

services to citizens, improved interactions with business and industry, citizen

empowerment through access to information, better management, greater convenience,

revenue growth, cost reductions etc.

Furthermore, introduction of e-Governance have the capacity to bring governments closer

to citizens. So much so that today it becomes extremely convenient to get in touch with a

government agency. Indeed, citizen service centers are located closer to the citizens now.

Such centers may consist of an unattended kiosk in the government agency, a service

kiosk located close to the client, or the use of a personal computer in the home or office.

E-Governance practices will help business access information that might be important for

them at a click.

(Source:http://www.mgrmnet.com/e-governance/e-governance/benefits-of-e-governance.html

access date 12/12/12)

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Own view

On the basis of our field study, we give some own view which are given below-

1. People are not familiar with the electronic services because of lack of awareness about e-

governance activities.

2. Remote area is not reach high technologically developed.

3. Lack of electricity supply, load seeding is so much in rural area.

4. Corruption in administrative body, the chairman and other members are so much

corrupted.

5. Lack of resource mobilization, we have huge natural resources but it is not proper

utilized.

6. Budget is insufficient at e-service level.

7. Lack of people‟s awareness.

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Conclusion

E-Governance implies technology driven governance. E-government is one-way communication

protocol whereas E-Governance is two-way communication protocol. The essence of E-

governance is to reach the beneficiary and ensure that the services intended to reach the desired

individual has been met with. There should be an auto-response system to support the essence of

E-Governance, whereby the Government realizes the efficacy of its governance. E-Governance

is by the governed, for the governed and of the governed. E-Governance is very effective as well

as practical concept. But its implementation process is much unsophisticated because of a lot of

problems are arising. This paper mainly highlighted the recent challenges of E-Governance

sector & how can improve the services of E-Governance effectively & efficiently. In sum up, E-

Governance services may be very effective & practical, if the arising barriers are reduced as

much as possible.

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Reference

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