E-Governance in local government: Bangladesh Perspective

ABSTRACT
To meet citizens’ expectations of today’s world, governments are under pressure to become more
effective, integrated, responsive and faster ones. They are under pressure to operate and respond
in a different way. Even in many cases, they need to be as instant as always been ready to serve at
the mouse-click of a citizen. This situation left no alternative for any government of the present
world but to willy-nilly embrace e-governance. Introduction of new technologies in government
not only involves changes to the systems, procedures, and processes of relevant services but also
affects the way in which citizens and business community deals with government organizations.
Bangladesh government has already started moving towards e-governance having its ambition to
ensure better citizen services in the context of feeble socio-economic realities that assemble many
challenges in the way of introducing e-governance. This research is an attempt to review the
existing enabling factors and present footings of the government towards e-governance, to identify
strengths, weaknesses and challenges in this connection for a smooth growth of e-governance in
the local government of Bangladesh.
INTRODUCTION
The concept of e-governance can be interpreted from various points of views, like: technological,
public administration or governance, business, citizens and civil society, etc. From public
administration perspective, e-governance encompasses the concepts of modernizing governance,
good governance and democratic governance in itself. Focus of the concept of e-governance
remains on citizen, where the ultimate objective is to facilitate bringing citizens closer to the whole
governance system for achieving good governance and democracy. ICTs are the enabling tools, in
this purpose. E-governance, in other words, is about reinventing governance to keep pace with
demands and expectations of citizens in the digital world.

Bangladesh, like many other LDCs, is at the initial stage of e-government known as the
‘automation’ phase. This single term reflects the present scenario and the future prospects of e-
governance in Bangladesh. Bangladesh has been emphasizing and promoting ICT from as early
as 1997. In that year, Government of Bangladesh (GoB) appointed a task force.The committee
submitted its report in the subsequent year with some 45 recommendations of which few were
implemented like declaring ICT as a ‘thrust sector’ and abolishing custom duty and tax on ICT
products. Their approach was to promote and build ICT-based industries (software and services)
for economic growth, income generation, employment creation and thus ensure a good niche of
world software and IT services market. Since then government of Bangladesh are working closely
with private sector in facilitating the growth of ICT. ICT is still regarded as a promising sector in
Bangladesh. Therefore, to provide necessary in-time support, reduce corruption and red-tapism,
and to achieve the objectives in this sector, the Prime Minister of Bangladesh herself became the
chair of the National ICT Task Force in January, 2001. In 2002, government articulated an outline
to achieve a strong countrywide ICT base and announced future programs about digital education
and improvement of overall ICT infrastructure. GOB has also initiated pilot projects in various
sectors of the government through a project called the Support to ICT Task Force (SICT). It is
being implemented under the Ministry of Planning. Also, the Government of Bangladesh is also
getting substantial foreign cooperation in terms of financial assistance and technical collaboration
for realization of e-Governance at a national scale. The ICT policy prepared in 2002, known as the
National ICT policy, emphasized on a more holistic approach – the aim was to build a strong ICT
oriented knowledge-based society. For achieving this goal, present policy paper precisely defined
the necessary ICT infrastructure, capacity building activities, support to ICT industry, application
of ICT for socio-economic development, and financing of ICT-related projects. The Ministry of
Science and Technology has been renamed as the Ministry of Science and ICT and has been
entrusted the duty of working as the primary hub in implementing these policies.
Today’s world is shaped by availability of Information and Communication Technology (ICT).
Because global economy is powered by technology, fueled by information and driven by
knowledge. This rapid change demands a dynamic renovation in Bangladesh also. Introduction of
e-Government in a phased way, with clearly defined objectives, responsibilities of public officials,
and performance evaluation systems can set the basics right for combating corruption and ensuring
effective use of public resources, thus alleviating poverty. Furthermore, it can strengthen
information flow among government agencies and within the private sector and civil society. As
we all know, information is power in today’s world. Secrecy and opaqueness obstruct the process
of sharing information. Many of the frustrations that citizens encounter in their interface with the
government in Bangladesh could be removed through the increased practice of e-Government.
This will also pave the way for greater openness, transparency, and accountability in government
performance. Bangladesh is divided into 64 districts. Citizens must apply at District Headquarters
for various licenses and certificates. This had been burdensome with middlemen benefitting from
a lack of transparency and district offices overwhelmed with the paper-based system. With the
introduction of e-governance, it becomes easy for people to get their desired service from local
offices with a single click.
In Bangladesh, national vision supported by an appropriate strategy is essential to put the e-
governance agenda and activities in right place. The vision must be able to attend the idea of e-
governance from its novel accent. On the other hand, the strategy must be able to squarely address
the local challenges of e-governance ensuring a balanced growth of the enabling factors within the
resource base of the country.

E- GOVERNANCE
E-Government is the utilization of IT, ICTs, and other web-based telecommunication technologies
to improve and/or enhance on the efficiency and effectiveness of service delivery in the public
sector.’ (Jeong, 2007)
e-Government can be defined as the application of information and communication technology
(ICT) to improve the efficiency, responsiveness, transparency, and accountability of government.
Common applications of eGovernment include online delivery of government information and
services, computerized licensing and registration, web-based tender notification and procurement,
web-enabled complaints submission, and online public comment for draft legislation.
eGovernment aims to streamline relationships between government, business, and citizens through
effective use of ICT. While computerization and networking among computers is an important
first step towards eGovernment, it is not an end in itself. That is, e-Government is not just about
being able to type documents using computers. Computerization can only be characterized as
eGovernment where ICT automation replaces inefficient manual government processes and
thereby contributes to greater transparency and greater time and cost efficiency in the provision of
government services to citizens and businesses.
World Bank definition (AOEMA report): “E-Government refers to the use by government
agencies of information technologies (such as Wide Area Networks, the Internet, and mobile
computing) that have the ability to transform relations with citizens, businesses, and other arms
of government. These technologies can serve a variety of different ends: better delivery of
government services to citizens, improved interactions with business and industry, citizen
empowerment through access to information, or more efficient government management. The
resulting benefits can be less corruption, increased transparency, greater convenience, revenue
growth, and/or cost reductions.”
United Nations definition (AOEMA report): “E-government is defined as utilizing the
Internet and the world-wide-web for delivering government information and services to
citizens.”
E-governance is defined as the, “application of electronic means in (1) the interaction between
government and citizens and government and businesses, as well as (2) in internal government
operations to simplify and improve democratic, government and business aspects of
Governance.” (Backus, 2001). According to Kettl (2002), "Governance" is a way of describing
the links between government and its broader environment - political, social, and
administrative." The application of electronic links means the interaction between government
and citizens and government and businesses, as well as in internal government operations to
simplify and improve democratic, government and business aspects of Governance (Kettl,
2002).

COMPONENTS OF E-GOVERNMENT: e-Government has four major components:

1. G2C (Government-to-Citizen) involves interaction of individual citizens with the
government. Examples include payment of utility bills or downloading government forms
from the Internet. It also includes mechanisms for citizen feedback and questions.
2. G2B (Government-to-Business) involves interaction of business entities with the
government. Examples include corporate tax filing or government procurement through the
Internet.
3. G2G (Government-to-Government) involves interaction among government officials,
including interactions within a particular government office and interactions among various
government offices. Examples include the use of email for internal government
communication or customized software applications for tracking the progress of government
projects.
4. G2E (Government-to-Employee) involves interaction between the government and
government employees with respect to services such as salary, pension, and vacation leave.
For example, a government may introduce a database-supported personnel data sheet for each
government employee that serves as a record of personnel information that can be easily
accessed for various applications.

OBJECTIVES OF E-GOVERNANCE
The strategic objective of e-governance is to support and simplify governance for all parties
government, citizens and businesses. E-governance uses electronic means to support and
stimulate good governance. Therefore, the objectives of e-governance are similar to the
objectives of good governance. Good governance can be seen as an exercise of economic,
political, and administrative authority to better manage affairs of a country at all levels,
national and local. Governance The use of ICTs can connect all three parties and support
processes and activities. It provides a common framework and direction in the implementation
of Government Policies for the following: Across the public sector organizations and
institutions (G2G) Between Government and the Business Community (G2B) Between
Government and Citizens (G2C).
E-GOVERNMENT IN BANGLADESH
e-Government is no longer a matter of choice or debate for Bangladesh or other countries that wish
to improve governance standards. The key policy considerations are not issuing of technology but
rather of political resolve. In Bangladesh and other countries in Asia, eGovernment has brought
about important transformations in the manner in which governments operate and provide services
to citizens and businesses.
The tangible benefits that eGovernment can bring to broader governance reform and economic
development initiatives in Bangladesh include:
Transparency: eGovernment promotes greater transparency in government activities. Having
ranked poorly in Transparency International’s Global Corruption Perceptions Index, Bangladesh
must undertake strong measures to enhance its international image and commitment to reduce
corruption.
Helps increase investor confidence: Improved transparency in government decision-making and
other actions raises investor confidence, which in turn contributes to increased foreign direct and
domestic investment.
Reduces scope for corruption: Increased transparency reduces the scope for corruption.
Combating corruption is a top priority for all political parties and e -Government can provide an
effective tool in reducing corruption.
More efficient governance: eGovernment helps to make the procedures of government internal
processes more efficient, saving time and resources.
More efficient services to citizens: eGovernment enables the government to respond to citizen
needs and demands faster and more efficiently.
Helps boost the private sector: eGovernment helps to boost private sector performance and
efficiency by reducing the time and expenses required for businesses to interact with the
government—with particular benefits to the business environment for small and medium
enterprises (SMEs). In addition, the simplification of government pro cesses and services such as
online procurement helps to reduce barriers to entry for new businesses and increases competition.
Allows for decentralization of governance: e-Government makes decentralization of
government services and decision-making easier, since data stored in digital format can be updated
and accessed from virtually any office within a networked environment.
Allows greater scope for integration: Digital storage of data and software applications provides
greater scope for the integration of activities of different government offices, as data can be shared
easily and efficiently.
Allows learning from the past: Since e-Government allows data to be stored and retrieved easily,
the record and experience of past projects can be easily used for successor projects or the
replication of successful initiatives.
Stimulates the local ICT industry: e-Government projects also provide valuable experience to
the local ICT industry that enhances competitiveness in an international market.
Makes ICT relevant to the masses: e-Government makes ICT relevant to the general population
as its benefits gradually extend to citizens and communities throughout the country.

PROBLEMS OF IMPLEMENTING
E-GOVERNANCE LOCAL GOVERNMENT IN BANGLADESH
Internet connectivity
Many of the government offices are out of Internet connection or using very slow Internet
connection. Though, Bangladesh connected with high speed fiber optics connection but all of the
government offices are not connected to the internet yet. So, most of government officials can not
get the opportunity to use the internet and different types of government websites lack of internet
connection and computer. According to Internet world status report only 3.5 percent people use
internet among the total population till 2011.
Internal network
All Government offices of different ministries of Bangladesh are not within the same network.
One ministry cannot share their data with another ministry and government is not using properly
the ICT in their offices. So, the implementation e-governance is not very fruitful for the public.
.
Security issues
A modern organization requires security of all kinds of ICT assets where the government is no
exceptional. Threats and attacks to the ICT assets may come in different forms from different
sources. In the case of e-governance, the source of attacks can be internal or external to the
government. With the sharp division of the government employees, the possibility of internal
attacks should not be ruled out in Bangladesh. Employees who are working within e-governance
projects may misuse the access privileges for financial or other gains. Threats may come from
external sources like professional hackers, criminal organizations, terrorist organizations,
intelligence and investigation agencies. Professional hackers, having excellent technical skills, can
break into e-governance systems. The aim of such attackers is only a sadistic pleasure of disrupting
e-governance services to the citizens. This attack may be occurred on financial sector in future
when fully automated online transaction will be started in e-governance services.
Central database problem
Bangladesh government did not design any central database for citizen’s access using through
internet. Even there is no available information of any citizen in government offices to use any
emergency situation. For this reason, government officers have to face many difficulties to identify
any person for any special reason.
Problems at financial sectors
It is not possible to transfer of funds through online from one bank to others banks using internet
for the lack of national transaction gateway. There is no proper agreement with the international
online payment gateway and the Central bank of Bangladesh yet. For this reason, it is not possible
to transfer fund from any international bank to local bank from out side the Bangladesh.
Automation of government agencies
Government has developed many websites for the different government sectors but public can not
getting the full benefits of e-Governance using different websites due to no-automation system of
government websites. Such as, people cannot fill-up any online form of government websites to
get full functional of e-governance services yet. People cannot deposit annual income tax through
National Board of Revenue (NBR) Website till now.
Use of computer
This is very common scenario is that Computers are seen of all government high level offices.
Significant numbers of offices show it as status symbol. Because a large amount of the government
senior officials doesn’t like to use computer because they have lack of interest to adjust with the
new technology. For this reason, most of the computers in the government offices shown only for
status symbol. In a physical survey more than 50 government offices and interview from more
than 100 government different levels officers. The report of the survey is as follows.
Financial problems
Bangladesh is a developing country. Financial limitation is the main barrier for implementing any
project. Government has to consider many things to implement any large project. Most of the
times, government has to depend on foreign investors, developed countries or World Bank.
Without support of others Bangladesh government cannot run any large project with self-fund.
Public awareness about government portal
The majority of the government officials and public are unaware about the e-Citizens Service
application portal. Very few percent of the government officials and general people of the country
are aware about the portal. Only few portions of the people are using the e-governance portal.
Lack of Training
Trained people can play the vital role for implementing e-governance project. Unfortunately,
majority portion of government officials do not have enough training on Computer yet. It is a big
barrier for implementing e-governance.
FIVE STEPS TO GET E-SERVICE:
To get e-service from district office, one has to follow five steps which include:
Step -1: At the beginning stage a person must have to enter the website of the local government
web portal.
Step -2: After entering the website all information of the district will be seen as below:
Step- 3: After that, by clicking on document management he’ll be able to see details of the
documents including reception number.

Step-4: Officers visits the documents, read then and send them to respective magistrate. if they fail
to solve or take decision in time, Officers can show cause him / her.

Step-5: Final output and updated information of the district are seen on the notice board of the
website.
Besides above steps, from e-service icon citizens can get difference information about e - services,
e-books, agriculture information and different forms regarding services provided by local office.
E-service of the government reach at the root level of the local government. From following link
(marked in red ink) of the district website, it is possible to reach union level information and
services.

BENEFITS OF DISTRICT E-SERVICES:

First. Lessen corruption: Previously it was very hard to reach to DC and a high-level official. Thus
bribery, red tapes and other corruption were available. Which are decreased with the practice of
e-governance at district level.
Second. Save time- as paper job is time consuming because it takes time to prepare a paper,
preparing file and handover these from on official to other, it seems from the practice of e-
governance that by a single click a digital file can be downloaded / uploaded which save time and
money.
Third. Easy to get and send documents-all document regarding services provided by Zilla, and
Upozella office are available at the website. So, it is easy to get them.
Fourth. Enrich efficiency and speed- It is given speed to public works as well as works as a catalyst
of ensuring efficiency of work that are done by officials at district level.
Fifth. Environment friendly-Internet based services consume to paper, mean no paper usage
therefore, there is no environment pollution.
Sixth. Easy to reach mass population using UISC-Through Union Information Service Centre, zilla
officers easily can reach root level population.
Seventh. Ensured transparency and accountability-It is the main success of e-governance that
transparency of all zilla officials are ensured. Because all official’s activities are displayed in the
website which also make them accountable.
Eighth. Easy to communicate with ministry –it makes easy for zilla officials to communicate with
ministries without delay.
Ninth. Decrease power distances- it ensures more friendly workable relation among various level
officials.
Tenth. IT skill developed among high level public officials-it is mandatory to have IT knowledge
of officials in order to ensure e-services. Therefore, all officers are now skilled on IT operation.
Eleventh. Easy to fulfill the commitment of the government – government commitment regarding
public services are easily now fulfilled using electronic services as these save time space and
speed-up government machineries.

Deficiencies and recommendations (Perspective of e-governance)

A major deficiency in e-Government in Bangladesh is the lack of innovative means of private

sector engagement. In view of the above, some of the key areas that need immediate attention of
the government are the following:
(i) Ensure of e-Government at all level public offices and treat as a core component of civil
service reform;
(ii) Coordinated approach to e-Government
(iii) create incentive mechanism to create a more skilled ICT workforce within the
government;
(iv) coordinated financing mechanism for e-Government initiatives;
(v) develop infrastructure for payment of e-Government services.
Other recommendations include:
e-Government should be better integrated with civil service reform: e-Government is often
regarded as a technical matter and is treated separately. There should be explicit efforts to think of
e-Government as an integral part of civil service reform initiatives to make the administration more
responsive and accountable and provide services to the doorsteps of citizens as much as possible.
e-Government training is often limited to computer literacy and fundamentals of networking and
other technical matters. There should be explicit training efforts to create policy leadership for e-
Government at the Joint Secretary level and above.
Better coordination of e-Government strategy and planning: There is no single coordination
point in the government for coordination of planning of e-Government to develop a roadmap for
e-Government. Different responsibilities for e-Government are scattered across different
government entities, which sometimes hampers centralized strategic planning, something which is
quite critical in early stages of e-Government. A coordination point could have largely avoided
these issues. Such a cell can also have a few high-level strategists and software architects who can
help different government entities develop an e-Government plans, tender documents etc.
Government's internal team for technical assistance: Many of the key government entities have
IT staff but often it is very difficult to attract highly skilled people in these positions for two main
reasons: (i) the salary scale is not competitive compared to private sector rates; (ii) there is no
lucrative career path, since the IT staffs are not part of the government's cadre system. The senior
IT staffs have to be in the same position for 15 years or more after reaching the Senior Systems
Analyst position. A separate cadre for the IT staff may be considered; also, increased levels of
salary may also be considered.
Build on past achievements and failures: Numerous e-Government projects have been taken in
the last 15 years - some have focused on software applications, some on networking offices, some
on building hardware infrastructure. It may not be denied that many of them have failed to reach
desired outcomes - however, that in itself, is not necessarily a negative point. These projects have
built infrastructures, trained people, taught people how not to go about doing things in e-
Government. The government should systematically be looking at the readiness of different
government entities and areas of governance with respect to these past achievements and also
failures to push the country into the next level of e -Government.
CONCLUSION:

“It’s always easier to set up a vision than its completion”. The current government has
resurrected that vision and made it ready for the 21s t century highly globalize world and names
its Digital Bangladesh. Although Bangladesh has its own limitations in resources, capacity
and knowledge, the country’s potential in human resources can be tapped through appropriate
use of ICT tools. With lack of Power supply and Corruption in public sector, in my study 63%
of respondents are quite pessimistic about their digital Bangladesh by 2021; but the taken
projects say Government is committed towards reaching the goal of a knowledge based and
middle-income country by 2021. With an actionable ICT Policy 2009, Right to Information
Act and ICT Act that provide the enabling environment for citizens’ information access and
e-commerce, a network of proactive and ready change agents in the Ministries, districts and
upazilas, a number of initiatives that demonstrate the true concept and benefits of Digital
Bangladesh, a technology - savvy young workforce ready to be guided and led, the country is
staring at a tremendous opportunity to leapfrog. Guidance and assistance from development
partners can greatly accelerate this journey
A2I has pursued an innovative bottom up, people-centered strategy, a more pragmatic
approach within the realities of Bangladesh than a traditional top-down process reengineering
solution. If A2I had tried a top down model, it would have taken years to implement and
would have met opposition from bureaucratic apathy, lack of incentives to change and
resistance from those benefitting from the rent-seeking opportunities caused by deficiencies
in transparency. A2I has dealt with ingrained resistance through an inclusive approach,
creating a network of champions by assigning focal points in ministries and asking each to
propose one Quick Win to ensure e-governance in local government in Bangladesh.

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and possible steps towards solutions
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3.Dr. M. Lutfar Rahman, e-government and its security, http://

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http://www.a2i.pmo.gov.bd
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