Service innovation in Bangladesh

1. INNOVATION AND SERVICE SIMPLIFICATION:
CHALLENGES AND WAY FORWARD
Prof. Dr. Md. Rokonuzzaman
Zaman.rokon.bd@gmail.com
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2. Purpose & Means
To get the job done better, at less cost with higher
convenience
Means: through ideas for delegating more roles to technology
Technology core has been changing—paper->computer->AI
Value of service depends on: ideas and other ingredients
Focus of innovation—increasing the role of ideas for creating
growing value for both the service consumers and producers
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3. Innovation and Design Thinking
• Passion for perfection
• Empathy
• Ideation for getting jobs done better
• Continuous improvement through incremental steps
• Tinkering, Prototyping, Testing, and Piloting
• Theorization for turning intuition into science
• Scalability for increasing perceived value
and reducing cost
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4. Service Simplification or Improvement
• Simplification—does it run the risk of being misleading?
• Innovative products—increasingly more complex, but simpler to use
• Frugal innovation or appropriate technology—appears to be
simplified, affordable, but not scalable
• Opening scalable path of keep getting service increasingly better and
lowering the cost out of ideas is a core success criterion
• Service innovation progresses in an incremental manner through the
creation and addition of flow of ideas
• Intellectual asset management and systematic ideation for
continuous improvement
• Agility and culture of pursuing relentless journey of perfection
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5. Phases of Innovation and Service Improvement
1. COMPUTERISATION
2. CONNECTIVITY
3. INTERNET OF THINGS AND CONNECTED ECONOMY
4. EXTRACTING INFORMATION AND DERIVING KNOWLEDGE
5. PREDICTIVE ANALYSIS
6. AUTONOMOUS DECISION MAKING
7. ARTIFICIALLY INTELLIGENT ACTION TAKING
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6. A Snapshot of Service Innovation in Bangladesh
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Source:

7. In UN: E-Government Survey 2020
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8. Service Innovation:
Maturity
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9. E-Participation
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11. The Relationship Between Government Data, Open data
and Big data for Governments
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12. The Role of Government Data in Evidence-
Building and Policymaking
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13. Illustrative Data Governance Framework for e-Government
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14. Data Driven Decision Making
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15. Digital Government Transformation and Capacity
Development—more than technology integration
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16. Star Profiling Model: assessing capacities for
government transformation
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17. Key Pillars for Government Transformation, by
Digital Government Development Category
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19. OECD Guidance: Going Digital Toolkit
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20. Artificial Intelligence in Public Service Delivery
• Face recognition, biometrics, etc.
• Assessing the state by the system and autonomously applying
regulatory measures
• Example—compliance of traffic rules, fitness of vehicles, and safe
driving
• Computerization—registration, driving license and fitness database
• Connectivity and onboard sensors for collecting run-time data
• Data analytics for assessing the situation in real-time
• Taking decisions and enforcing them autonomously through onboard
actuators
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21. Data Privacy and Security
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Majorities think their personal data is less secure now, that data collection poses
more risks than benefits, and believe it is not possible to go through daily life without
being tracked

22. Change Management: Culture
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Current State A Desired State A’
Transform - Reduce - Apply
WHY - WHAT - HOW
Unfreezing - Changing - Refreezing

23. Thanks for Y our
P atience H earing
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