This document outlines global best innovative practices in citizens' services and the state of affairs in Bangladesh. It discusses defining innovations as those that save time, cost, visits and improve quality for citizens. Key global best practices from 2003-2011 are highlighted, including a mobile community service center in South Africa and Korea's Immigration Smart Service system. The 2012 UN award winning initiatives from Peru and India are also summarized. The document then discusses some issues and innovations underway in Bangladesh, like land management digitization and IT innovations in law enforcement. It emphasizes identifying problems, finding solutions, effective implementation and support from A2I to promote public service innovations.

1. Citizens’ Services:
Global Best Innovative Practices
Hasanuzzaman
Policy Associate
Access to Information (A2I) Programme
23rd November 2013

2. Outline

Defining innovations

Global best innovative practices in citizens’ services

State of affairs in Bangladesh

What next

3. Defining innovations

E-Governance
◦ Bangladesh: an outlier from the global discourse perspective
 SPS

Innovations
Time,

NOT BPR
Cost,
Visit and ultimately
Quality
Methodology and objectives
◦ Inform global best innovations in citizens’ services
◦ UNDESA’s Public Service Awards 2003-11 and 2012

4. Global best practices

5. Global best practices

6. Global best practices: 2003-11
Initiative
Country
Award
Problem
Administration
Reform Project
Austria
2004

Obtaining
official
documents
Greece
2003

Mobile
Community
Service Centre
South
Africa
2004

Modernizing

district
administration
Difficulties for 
the
disabled,
elderly
and
people living in
remote areas
Dealing
with 
crimes
with
limited
presence
of
police,
infrastructure
and
other
resources
Innovation
“Every Citizen is King”
1502 Call Centre gives citizens the
opportunity to submit applications
over the phone
Officers visited villages on a
prearranged schedule to address
residents’
problems
and
also
provided additional services such as
crime
prevention,
victim
empowerment, registration of case
dockets in rape cases and making
arrests for social and other crimes

7. Global best practices: 2003-11
Initiative
Country Award
Problem
Innovation
Korea
Immigration
Smart Service
(KISS)
Republic
of Korea
2007

Streamlining
immigration
processes
easier


MKURABITA
(Property and
Business
Formalisation
Programme)
Tanzania
2010

Lack
of 
participation
of
the
marginalized 
majority
in
the national
economy
KISS: “3S service”: Smart, Speed and Smile
Flexible management of human resources
decreased passenger’s waiting time by 60%
for passport and visa inspection at the
airport.
Cost
savings
(preMKURABITA:
formalizing land in one village was
US$23,171; post-MKURABITA: US$9930)
GIS, at the district level, has ensured that
information
related
to
property
management issues in a given district is
available and easily accessible

8. Global best practices: 2012
Initiative
Country
Alerta
Miraflores
(web and
phone based
security
system)
Peru
Problem

Innovation
An escalating 
crime rate



Application
Online
Complaint
Monitoring
System
(OCMS)
India

Deliver better 
services and
activating
citizens’
interest in the 
affairs of the
local
government

Citizens dial in and automatically connected to report
criminal incidents
Reported data captured and displayed on electronic
maps
Robberies and assaults declined by 68% and 30%
respectively
Encourages citizens’ involvement in policy making by
providing data
Designed to receive complaints into the cohesive
system, whatever the mode of complaint (letter, fax,
phone etc) and give feedback to the complainant in
real time
The action taken by officers posted on the system,
and if not addressed within the time limit, the system
will automatically escalate the complaint to the
higher officer
Huge savings on paper, time and effort, eliminating
all the bureaucratic processes and routings

9. State of affairs in Bangladesh

Land management: Structural injustices influencing FDI, economic growth,
social development

DESC implementation digitizing land records dating back many years

IT innovations in law enforcement: Uttara Police Station, Dhaka

UISCs/TISCs/CISCs
◦ Passports, land records, grievance redressal through mobile phones?

Citizen’s Charter
◦ A tool for public service innovators
◦ Successful implementation to generate interest, ownership and more
effective enforcement

10. 
Problem: Identify and examine through group discussions

Solution: Find possible ways of dealing with the problem

Implementation: Effective on-the-ground

A2I: Advisory, financial and policy support

11. Thank you
hasanuzzaman@a2i.pmo.gov.bd