Public Service Delivery Design for Inclusive Government Anir Chowdhury, Policy Advisor Access to Information (a2i) Prime Minister’s Office, Bangladesh December 14, 2017
Service Process Simplification: Receiving Land Records Before and Now
T = 7+ days C = USD 63 V = 40 km x 2-3 times
1. Service Process Simplification 2. Decentralization to Digital Centre 3. Digitization of Service
T = 1 hour C = USD 4 V = Walking distance
Solving the ‘Distance’ Problem: Service Inclusion through PPP • 2 à 5,000+ One-stop Shops in Local Govt Offices in 4 years • 10,000+ entrepreneurs • 110+ services from 50+ orgs • 5 million+ citizens/month } } } } } }
Birth/death registration Land records Exam results Government Services Financial inclusion (banking, insurance, payments) e-Commerce
Significant TCV Reduction for Underserved Communities Health
Utilities
Education
Agriculture
Livestock
Licenses
Land
Safety Nets
Tickets
Saved in 2016
Projection for 2021
1 B Man days
8 B Man days
US$ 1.51 B
US$ 11.51 B
400 M visit
3 B visit
Challenges What does govt do? • •
•
•
Public services predominantly centralized Civil service straitjacketed by archaic rules, complex, fragmented processes Zero incentive, and all disincentive, to take risk necessary for change Little partnership between government and private sector, and between government and citizens, to solve problems
What do citizens see? •
High time, cost and number of visits (TCV) to access public services
•
Public sector that is not citizen-friendly, unresponsive, and inefficient
•
Rampant opportunities for rent-seeking
Target 16.9 Legal identity for all, including birth registration: Business as Usual à Leapfrogging
} Supply-side
picture
} 131
years 1873-2004: 8% } 12 years 2004-2016: 87% } Demand-side
picture
Time Cost
Before 10.11 day 96.42
After 4.95 hr 59.64
Savings 98% 40%
Visit
2.1
1.26
40%
WHOLE-OF-GOVERNMENT
Building ‘Civil Registry+’ and Integrated Service Delivery Platforms To Break Silos Across Govt. Police Educati Labor services on Immigr ation Legal services Taxes & VAT
Civil Registry + Integrated Service Delivery Platform
Loans
Social safety nets
Birth registra tion:
License s
Health Voter ID
Encourage govt. and non-govt. Actors for Breakthrough Thinking – Service Innovation Fund
Farmer’s Window helping agri extension workers more quickly & accurately diagnose crop diseases through pictures.
Locally Created low-‐cost 3D Printer prin6ng prosthe6c limbs. Eva picking up something first 6me.
Use ‘Empathy Training’ to Create Small Disruptions
More unlearning than learning: deep, moving realiza6ons very quickly No deep realiza6on, no ac6on à 25% nudged into ac6on 4,000+ trained so far, 1,000 prototypes
Engagement with Citizens for Collective Action Over 2 million citizens engaged through 875+ FB pages
Unprecedented public accountability and interac6on with ci6zens
PACC for Govpreneurship Purpose Autonomy
Competence
Cooperation
Govpreneurship
“The reasonable man adapts himself to the world; the unreasonable one persists in trying to adapt the world to himself. Therefore all progress depends on the unreasonable man.” ― George Bernard Shaw
Extensive Partnerships Create Multiplier Effect Political Vision + Bureaucratic Machinery Public Private Partnership South-South and Triangular Cooperation Learning from other people’s mistakes is ‘cheaper’. No need to reinvent the wheel. BeWer resource mobiliza6on. Wider ownership.
It’s All about Leapfrogging! South-South Network for Public Service Innovation launched on November 27 at GSSD in Antalya, Turkey
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