Over the past few decades the traditional public service deliverymechanisms have been changing across the globe and so is the approach ofgovernment service providers. Bangladesh no doubt set examples in decentralisingthe government service delivery mechanisms through innovative partnershiparrangements. The tripartite partnership arrangements between entrepreneurs,Union Parishad (local government body) and central government have created anew dimension of partnership between public and private sector where the roleof Union Digital Centers (UDCs) have become instrumental for strengthening goodgovernance. This citizen-centric governance approach created a new interfacebetween government and citizens that added value to the delivery systems ofpublic services.
The impact of UDCs on public service delivery has attractedsignificant attention worldwide. Through a grass-roots social networkingplatform, UDCs have played a major role in giving rural citizens a voice andcreated further demand for improved service delivery. In a matter of only sixyears, hundreds of e-services have sprung up throughout the country. Over 5000+UDCs/Municipal digital centres have established where the rural localgovernment institutions are located. Over four million hard-to-reach citizens nowhave the electronically access to diverse critical services which are providedby both public and private sectors. Few examples of such services are:registration for admission to academic institutions, collecting results ofexaminations, registration for jobs abroad, collection of different forms,online submission of tax returns, online tendering etc. The applications ofonline banking, Agent banking and other mobile financial services have speededup the financial activities at the grass root level. SMS services for lodgingcomplaints to police stations, online bill payments for utility services,instant communication to workers abroad are few mentionable examples. Theultimate objective is to make all possible public services available to thedoorsteps of the people.
This paper discusses the role of UDCsand its impact on delivering public services to the door steps of the citizen.It then examines the factors that impact on the collaborative partnershipsarrangements between central government agencies, the Union Parishad and theentrepreneurs. This paper clearly suggests that a bottom up collaborativeapproach involving multiple stakeholders is more effective in creating valuethan that of traditional top-down approach of public service delivery system.
Finally, we argue that this tripartite partnership arrangements as a bottom-up collaborative governance model improves the governance practices at the Union and Upazila levels. The UDC experience reveals that a combination of leadership by local administration, skills enhancement of private entrepreneurs, and support from local level elected bodies can add value to the delivery of public services through a bottom up network governance architecture. It has been found that development of such governance platform can neutralize the deficiencies of administrative systems by generating confidence, empowering local level constituencies and enhancing competency and capacity of public agencies at the grassroots level.
Value co-creation, co-design and co-production in public services
