Today, Bhutan provides over 200 government to citizen services ranging across 10 Ministries, 12 agencies and 20 Dzongkhags. However, most services suffer from long lead time and limited access. The Government to Citizen project has been initiated to deliver the Government services to the citizens in the fastest and most efficient way.
There are 3 key aspirations of this project centred around building efficiency and access:
- Provide every citizen access to a variety of government to citizen services within a maximum of one day’s reach of his location
- Reduce the turn around time by 70% of G-C services and allow citizens to file their complaints and issues
- Achieve the best-in class ratio of civil servants employed in G-C services to population
In order to achieve these aspirations, four key initiatives are being implemented:
- Process Leaning: This initiative intends to identify sources of waste in the current 110 G-C services and redesign them based on lean principles in order to make them simpler and faster for the citizens to avail.
- Customer Feedback: This intends to set up a feedback cell (both physical and online) to actively communicate progress of the initiative and collect citizen feedback on G-C issues and solutions.
- Operating Service Points (Community Centres): This initiative aims at improving citizen access to G-C services through establishing Community Centres. A Public Private Partnership model would be used to run these centres and deliver G-C and other services to the citizens.
- IT Build-out and Database Linkage: The initiative aims to use Information and Communication technology to automate the leaned processes for delivery to the citizens. It would also entail creating a board to define common standards and protocols to facilitate integration of various IT projects and linking the key databases to facilitate delivery of G-C services.
In order to coordinate these four initiatives, a cross sectoral project team has been setup and a Project Director has been identified to lead the team. The Project Director reports to an E-governance Council comprising the Committee of Secretaries. The E-Governance Council will monitor the performance of the G-C project and also be responsible for its end to end implementation.