Vision for Transformation: Bangladesh at One Click

There was a time when accessing government services in Bangladesh meant waiting endlessly, days would stretch into weeks, and weeks into months. Citizens had to stand for hours in office corridors, repeatedly visiting government offices for something as simple as a certificate, a land record, tax payment, or form submission. The process was time-consuming, costly, and frustrating.

But times have changed. With the embrace of technology, Bangladesh has gradually stepped into a new era, an era of e-governance. This shift has sparked a remarkable transformation, shaping a decade of change driven by digital inclusion.

At the heart of this transformation lies citizen-centric service delivery. Today, many services are accessible online, faster and more efficiently than ever before. The availability of e-passports, e-mutation (digital land transfer), e-tax returns, and online academic certificate verification exemplifies how once cumbersome procedures are now available at a citizen’s fingertips.

Launched in 2020, the e-passport service has significantly cut down the waiting time for a passport, from months to just 2 to 15 days. Similarly, the introduction of e-mutation has made land registration processes manageable within a couple of weeks, a task that once took several months.

This transformation is not limited to urban areas. Digital Centers are delivering government services deep into rural regions, right at the union level. What were once known as Union Information and Service Centers are now ‘Digital Centers’. These centers now offer far more than just official certificates. Citizens can access banking, loans, investments, training, and even get support through a ‘Migrant Help Desk’ for those seeking opportunities abroad. These centers are also nurturing a new generation of entrepreneurs who are not only earning livelihoods but also creating jobs for others.

The transformation goes beyond service access, it’s reshaping service delivery itself. Gone are the days of chaotic file piles in government offices. With the launch of ‘D-Nothi’, a paperless office management system, file processing has become faster and more efficient. There’s no longer a risk of losing documents or delays stretching for months. This has not only boosted productivity but also enhanced transparency and accountability.

Similarly, access to government information has become much easier. Previously, citizens had to visit multiple departments to get the information they needed. Now, the National Information Portal serves as a one-stop platform for all government data. However, the challenge remains: each department must regularly update its information to prevent confusion among the public.

One of the most impactful initiatives in this journey of change is the national helpline 333. Many citizens still lack internet access or the know-how to fill out online forms. For them, this helpline offers a direct way to get assistance via phone. It doesn’t just provide service-related information but also addresses social issues, offers disaster assistance, and even facilitates contact with government officials. Future plans include enhancing this service in local languages.

Another critical area of reform is digital payment. Paying bills or service fees once meant standing in long queues. Now, through the ‘EkPay’ platform, citizens can safely and easily make digital payments online, saving time and minimizing opportunities for corruption.

Digital services are also making a strong impact in education and healthcare. Certificate verification, which once took months, can now be done in minutes online. In healthcare, services such as online consultations, digital diagnostics, and vaccine registration are becoming model examples of successful e-governance.

For migrant workers, the ‘Migrant Help Desk’ has emerged as a vital support system. From visa and work permits to foreign regulations, emergency help, legal support, airport assistance, and police-related issues, migrants now have access to most of the services they need from a single point. This saves time and enhances Bangladesh’s image abroad.

A key goal behind all these efforts is to ensure inclusion, especially for marginalized and underserved communities. For example, the “Sathi Network” at Union Digital Centers supports women who are still disconnected from formal banking or mobile financial services. Initially working through female entrepreneurs at these centers, the network aims to eventually include women from across all remote regions of the country.

These initiatives are more than just the use of technology, they reflect a shift in perspective. Citizens are now placed at the center of governance, in what is best described as ‘citizen-centric governance’. In this model, service-providing agencies are transforming into partners of the people. Every innovation is a step toward improved governance and greater public empowerment.

A major catalyst in this transformation has been a2i (Aspire to Innovate). In Bangladesh’s pursuit of the UN’s Sustainable Development Goals (SDG) 2030, a2i’s tech-driven innovations, citizen engagement, and efficient implementation strategies have played a pivotal role.

Yet, this journey is far from over. In fact, it’s just the beginning of an even more advanced future. Integrating artificial intelligence, cloud storage, and big data analytics will make services smarter, faster, and more inclusive. However, one of the biggest challenges will be ensuring that this technology-driven system remains equally accessible to all.

This transformative decade is not just a story of technological progress, it is a story of social change. It is the story of a woman in a remote village who can now access government services through her mobile phone. It is the story of a nation committed to ensuring dignity and rights for every citizen, reflected in every digital click.

Let this transformation continue. And let the core mantra of this vision be: no one should be left behind on this shared journey through technology.