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Citizens’ Services:
Global Best Innovative Practices
Hasanuzzaman
Policy Associate
Access to Information (A2I) Programme

...
Outline


Defining innovations



Global best innovative practices in citizens’ services



State of affairs in Banglad...
Defining innovations


E-Governance
◦ Bangladesh: an outlier from the global discourse perspective
 SPS



Innovations
...
Global best practices
Global best practices
Global best practices: 2003-11
Initiative

Country

Award

Problem

Administration
Reform Project

Austria

2004



Obtai...
Global best practices: 2003-11

Initiative

Country Award

Problem

Innovation

Korea
Immigration
Smart Service
(KISS)

Re...
Global best practices: 2012
Initiative

Country

Alerta
Miraflores
(web and
phone based
security
system)

Peru

Problem

...
State of affairs in Bangladesh


Land management: Structural injustices influencing FDI, economic growth,
social developm...


Problem: Identify and examine through group discussions



Solution: Find possible ways of dealing with the problem

...
Thank you
hasanuzzaman@a2i.pmo.gov.bd
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Innovation Workshop: Global Best Innovative Practices in Citizen Services

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Innovation Workshop: Global Best Innovative Practices in Citizen Services

  1. 1. Citizens’ Services: Global Best Innovative Practices Hasanuzzaman Policy Associate Access to Information (A2I) Programme 23rd November 2013
  2. 2. Outline  Defining innovations  Global best innovative practices in citizens’ services  State of affairs in Bangladesh  What next
  3. 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. 4. Global best practices
  5. 5. Global best practices
  6. 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. 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. 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. 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. 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. 11. Thank you hasanuzzaman@a2i.pmo.gov.bd

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