How to fix Digital Public Service delivery in Bangladesh

Digital Public Services (DPS) are now an everyday element in citizens’ lives. From land records and health appointments to general diaries and transport services, digital platforms increasingly shape how people interact with the government. Yet, the success of these digital services is not guaranteed by their existence alone; it is defined by how they perform when citizens actually try to access them at union, upazila, and district levels.

Across sectors, one challenge emerges repeatedly: fragmentation.

Multiple digital systems often operate in parallel without sufficient integration. As a result, citizens are asked to submit the same information multiple times, and service providers struggle with verification and delays. In land administration, for example, gaps between historical records, mutation registers, and digital ledgers complicate verification and slow down service delivery. These issues are not always apparent at the national level, but they are acutely felt by citizens who must return repeatedly to government offices to complete a single application.

Infrastructure constraints further complicate service delivery. Unstable servers, slow internet connections, and limited ICT equipment disrupt services at union and upazila offices. When systems go offline, local officials have little control over resolution, but must also be on the receiving end of citizens’ frustration. For citizens, infrastructure constraints result in additional travel, lost time, and increased reliance on unofficial intermediaries.

The effectiveness of digital systems largely depends on the people who operate them. Shortages of skilled staff, limited training opportunities, and frequent transfers weaken institutional memory and confidence. Even well-designed platforms lose effectiveness when frontline officials lack the support or authority to use them efficiently. On the citizens’ side, limited digital literacy and lack of awareness about procedures and the correct official fees discourage direct use of digital services. Fear of making mistakes pushes many people towards informal intermediaries, undermining equity and transparency.

Lack of inclusion also remains a central concern. Persons with disabilities, elderly citizens, and residents of remote areas face additional barriers related to accessibility, connectivity, and communication. Digital platforms that do not account for these realities risk widening, rather than narrowing, existing gaps. Inclusion is not achieved by technology alone; it requires deliberate attention to how services are communicated, supported, and delivered at the local level.

Furthermore, delays, unclear processes, and lack of feedback weaken confidence, while timely responses and transparent communication bolster it. Citizens perceive services not only by the outcomes they receive, but by how they are treated during the process. Timely responsiveness (listening, explaining, and acting) is a big part of efficiency.

Meanwhile, informal intermediaries take advantage of complex systems, unclear procedures, and weak capacity. Reducing dependency on such intermediaries requires simplifying processes, improving communication, and strengthening local support mechanisms. When citizens understand procedures and feel confident navigating services, the space for undue influence reduces.

One promising approach lies in practical, light-touch improvements rather than large-scale system overhauls. Union Digital Centres, municipal offices, land offices, and health facilities can become more citizen-friendly through simple measures: clear display of service steps and fees, basic help desks during peak hours, and improved coordination among local offices. Such changes may appear modest, but they directly improve citizen experience.

Temporary or mobile service delivery at union or ward levels via service camps can reduce travel burdens and reach populations that struggle to access fixed offices. These initiatives are particularly valuable for elderly citizens, persons with disabilities, and those living in remote areas.

Many citizens are unaware of available services, required documents, or official fees. Campaigns using multiple channels like courtyard meetings, Union Parishad offices, video displays, social media, and mobile messaging can help bridge this gap. Clear, simple information empowers citizens and reduces misinformation.

Citizen-centric digital transformation is not a one-time effort, but should be an ongoing process of adjustment, learning, and trust-building. Systems must be supported by capable institutions, informed citizens, and responsive leadership. Ultimately, digital public services succeed when they align with local realities.

GM Saiful Islam is a development professional specialising in local governance, urban planning, and results-based management.

Views expressed in this article are the author's own. 

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