innovation workshop: global best innovative practices in citizen services
TRANSCRIPT
Citizens’ Services: Global Best Innovative Practices
HasanuzzamanPolicy Associate
Access to Information (A2I) Programme
23rd November 2013
Outline
Defining innovations
Global best innovative practices in citizens’ services
State of affairs in Bangladesh
What next
Defining innovations
E-Governance
◦ Bangladesh: an outlier from the global discourse
perspective
SPS NOT BPR
Innovations
Time, Cost, Visit and ultimately Quality
Methodology and objectives
◦ Inform global best innovations in citizens’ services
◦ UNDESA’s Public Service Awards 2003-11 and 2012
Global best practices
Global best practices
Global best practices: 2003-11
Initiative Country
Award Problem Innovation
Administration Reform Project
Austria 2004 Modernizing district administration
“Every Citizen is King”
Obtaining official documents
Greece 2003 Difficulties for the disabled, elderly and people living in remote areas
1502 Call Centre gives citizens the opportunity to submit applications over the phone
Mobile Community Service Centre
South Africa
2004 Dealing with crimes with limited presence of police, infrastructure and other resources
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
Global best practices: 2003-11
Initiative Country
Award
Problem Innovation
Korea Immigration Smart Service (KISS)
Republic of
Korea
2007 Streamlining immigration processes easier
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.
MKURABITA (Property and Business Formalisation Programme)
Tanzania
2010 Lack of participation of the marginalized majority in the national economy
Cost savings (pre- MKURABITA: 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
Global best practices: 2012
Initiative Country
Problem Innovation
Alerta Miraflores (web and phone based security system)
Peru An escalating crime rate
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
Application Online Complaint Monitoring System (OCMS)
India Deliver better services and activating citizens’ interest in the affairs of the local government
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
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
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
What next
