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Citizen friendly services by 2012 Under the command of the His Excellency the Prime Minister, the government will lean 33 services excluding certain agencies. These 33 services (totaling to about 100 sub-services) that would be leaned (from fat processes) within the next two years are aimed at providing easier and quicker accesses to the people. The selection of these 33 services are based on criteria such as which services are most desired due to potential impact to maximum citizens, value of impact, and feasibility both technical and logistical. After two years, again the second batch of services covering all the remaining will be leaned. Simultaneously services from other agencies which have been left in the first phase would be taken on board. Improving Public Service Delivery System (IPSDS) unit that has been brought under the guidance of the Cabinet will be responsible for leaning these processes and managing the customer feedback mechanism to improve the services continuously. The Department of Information Technology, under MoIC has been directed by the Cabinet to establish standard protocols for ICTisation in Bhutan. This department will be responsible to ICTise the processes so leaned by IPSDS. This means that by 2012 about odd 80-100 sub-services will be availed through ICT mechanism in 205 gewogs through Citizen Information Centres, which could be independent or through existing mechanisms. After these services are ICTised and implemented at gewogs, we see three things happening. Bhutanese citizens will have universally easier access to these services within a day’s reach; the service delivery time from application to receiving the service back, which is presently from anywhere between 7 and 300 days, will be reduced to minimum applicable in hours and days; cost burden on citizens will be reduced to almost nothing; and government will save a lot of resources through less paper work and human cost. We have a lot to do to improve citizen services before we can claim that we have done something. Various info from Cabinet, GGA 1. Establishment of IT Park in Bhutan The preparation for IT Park establishement at Babeysa is under good progress. The drawing will be submitted for approval to City Corporation very soon by Assetz. The next empower task force meeting will take place end of January 2010 to resolve any issues requiring its decisions and to approve the start of construction. The construction of 50,000 Sq ft will be completed according to the plan in two years by end of 2011. It will be the first record time construction in Bhutan. We are hoping that many Bhutanese involved in construction could profit from this experience of organization and management of construction. 2. Transparency The MoIC has created an IT flatform to avoid duplication of efforts/resources. They have also initiated making web pages of agencies user friendly. As compared to previous years, we see a lot of material posted for digestion of the public. In addition, MoIC, as first step, will bring the hon’ble Prime Minister’s Office and ten ministries closer to each other through Video Conferencing mechanism. This will be linked, in the second phase, with Gewogs so that accessibility and transparency will be further enhanced to the grassroot. Such mechanisms will be of utmost importance during the times of forced majeure such as disasters due to flood, storm, earthquake, etc. It will also give easier access for Gewogs and Dzongkhags for video conferencing during their meetings if they required technical expertise or decision from the capital.
Good Governance (information) Improving Service Delivery Systems: Under the patronage of the Hon. Prime Minister, the Royal Civil Service Commission has established a unit on Improving Public Service Delivery Systems. Mandates/objectives of the unit, as assigned by the RCSC, are to
In the recent taskforce meeting held on 30 April 2009, it has been agreed that Service Delivery Standards will be operational by end of June and a few services will be instituted under One Stop Shop concept on trial-run basis in the beginning of July 2009, which will be replicated after improving them across most of the public services. All ten ministries will select three each critical or most important public services for Administrative Burden Reduction. The time given by the Hon. Prime Minister is between 9 and 12 months, within which a total of 33 services would have to begin their implementation under the simplified plan for public service delivery. According to the orders of the Hon. Prime Minister, as corporations are cross-cutting a number of public service delivery, the tool will also be applied and internalized within their systems, as in the ministries, for a holistic approach.
The RCSC, among others, is reviewing PCS and BCSR, and finalizing the draft of Royal Bhutan Civil Service Bill to be tabled with 2009 Parliamentary Session. E-Governance projects are being rapidly developed, some of which are PolNet connecting various Police Stations with its headquarters, Crime Information System, Hospital Information System, Education Portal, Security Clearance System, RCSC Personnel Information System, Intra-governmental Portal, Office Procedure Automation, WAN in Thimphu and Dzongkhags, and Land Information System. Video Conferencing will also be instituted to save time and costs for the government. |