IN BANGLADESH, the state鈥檚 bureaucratic machinery, meant to function as the driving force of the nation, has frequently been regarded with suspicion and lack of trust by the citizens it is meant to serve. According to the public administration critics, this lack of faith is a result of various factors such as corruption, inefficiency and a lack of transparency. Nevertheless, regaining confidence in the bureaucracy is necessary and an achievable endeavour. It demands a comprehensive and multifaceted approach that deals with both the systemic issues affecting the bureaucracy and the deep-seated cultural problems that have developed over many years.
Prior to delving into a detailed discussion, it is important to consider the actual situation. Trust in Bangladesh鈥檚 bureaucracy varies significantly among different segments of the population. For many, the bureaucracy is synonymous with inefficiency, corruption and obstacles, leading to widespread discontent. The intricate and often unclear procedures required to access government services have fostered a perception that the system hinders rather than facilitates public welfare. Additionally, corruption significantly undermines trust. The existence of corruption at various levels of the bureaucracy has created a public perception that the system serves itself and is inaccessible to those without connections or financial resources, resulting in a sense of unfairness and a decline in confidence in the bureaucratic system. Furthermore, the bureaucracy in Bangladesh is susceptible to political influence. Politicisation weakens the fairness of the bureaucracy, resulting in perceptions of favouritism and unjust treatment.
Lack of trust in and dissatisfaction with bureaucracy is a common phenomenon in almost every country across the globe. Hence, it is crucial to study how the developed and developing countries are dealing with this issue. Denmark, known for its strong public trust in government institutions, attributes its success to its strong commitment to digital transparency. The Danish government has established a secure digital infrastructure, including the 鈥楧igital Post鈥� system, to handle all government communications electronically. This system enables citizens to monitor the progress of their applications, receive timely updates and access public services more efficiently. Besides, Singapore has established a global standard for bureaucratic efficiency through its performance-based evaluation system. The government regularly evaluates public agencies based on metrics such as service delivery, responsiveness and citizen satisfaction. This data-driven approach ensures that bureaucratic processes are continually improved using tangible evidence.
Canada has made progress in restoring trust through heightened public engagement and consultation. The Canadian government actively seeks citizen input on policy decisions and bureaucratic reforms through public consultations, surveys and town hall meetings. This inclusive approach ensures that the perspectives of diverse communities are heard and considered in decision-making processes. Additionally, South Korea has prioritised the streamlining of administrative processes to enhance efficiency and transparency. The government鈥檚 鈥楪overnment 3.0鈥� initiative aims to establish a more open and responsive public administration by integrating various services into a unified online platform.
Based on the existing landscape and global lessons, Bangladesh may go for some strategic moves in order to improve the confidence and trust of the citizens.
Restoring trust in Bangladesh鈥檚 bureaucracy must commence with extensive institutional reforms as its foundation. The existing bureaucratic structure is frequently criticised for being excessively centralised, intricate and plagued by inefficiencies that foster corruption and misuse of authority. To address these issues, the government must embark on a comprehensive reform agenda that simplifies bureaucratic procedures, diminishes unnecessary decision-making layers and empowers local administrations.
Decentralising authority is one of the most crucial steps in institutional reform. The current concentration of power within the upper echelons of the bureaucracy often results in delays and unresponsiveness. By delegating more power and resources to local government bodies, the bureaucracy can better cater to the specific needs of different regions, nurturing a sense of ownership and responsibility among local administrators.
Additionally, the complex and opaque nature of bureaucratic procedures is a significant barrier to efficiency in the bureaucracy. Simplifying procedures by reducing paperwork and introducing clear, standardised processes would render the system more accessible and user-friendly. The introduction of a 鈥榦ne-stop service鈥� model enabling citizens to access multiple services from a single point could also notably alleviate the bureaucratic burden.
Moreover, transparency and accountability are the cornerstones of a trustworthy bureaucracy. Citizens are more inclined to trust a system that operates openly and holds its officials accountable for their actions. Enhancing these mechanisms in Bangladesh鈥檚 bureaucracy necessitates both structural and cultural changes. For enhanced transparency, the government should take steps such as creating centralised online platforms where citizens can access information about government contracts, budgets and public tenders. Strengthening and effectively enforcing the Right to Information Act, which is already in place, is vital. Ensuring that all government departments comply with the Act and imposing penalties for non-compliance would significantly contribute to building public trust.
In addition to transparency, accountability is equally critical. Establishing independent oversight bodies with the authority to investigate complaints against public officials is crucial. These bodies should work without political interference and have the power to enforce disciplinary actions against those found guilty of misconduct. Regular audits by independent agencies, along with public reporting of the findings, can ensure that officials remain accountable to both the government and the citizens.
In order to increase accountability, the bureaucracy should implement a system for evaluating performance that ties performance indicators to promotions, bonuses and other career advancements. This will encourage good performance and discourage misconduct.
Furthermore, changes should be implemented to ensure that promotions and career advancements are based on clear, objective criteria that prioritise performance, experience and competence. By eliminating favouritism, the bureaucracy can attract and retain the most qualified individuals, thus enhancing its overall effectiveness and rebuilding public trust.
Most importantly, incorporating citizen feedback into the decision-making process is crucial for creating a bureaucracy that genuinely serves the public. The government should create effective feedback mechanisms, such as online platforms, hotlines and public consultations, where citizens can express their concerns, provide suggestions and report issues. This feedback should be analysed systematically and used to inform policy changes and enhance service delivery. Regular public surveys to measure citizen satisfaction with government services could also help identify areas needing improvement. Special emphasis should be given to ensuring that marginalised and underserved communities have equal access to public services, including tailoring services to meet their specific needs and ensuring they are not discriminated against or neglected by the bureaucracy.
In addition, the government should establish systems for recognising and rewarding civil servants who exhibit high ethical standards and outstanding public service. By publicly acknowledging and rewarding ethical conduct, the government can create positive role models within the bureaucracy and promote a culture where integrity is appreciated and celebrated.
Protecting whistleblowers who expose corruption and unethical behaviour within the bureaucracy is essential. The government should enact strong whistleblower protection laws to shield individuals from retaliation and provide them with the necessary support to report wrongdoing.
Moreover, in the digital era, technology offers powerful tools to enhance transparency, improve efficiency and foster citizen engagement. By utilising these tools, the government can significantly reduce the bureaucratic burden and make the bureaucracy more accountable. E-governance initiatives, such as online platforms for public services, can make the bureaucracy more accessible and efficient. By digitising records and automating processes, the government can reduce opportunities for corruption, eliminate unnecessary delays and make the bureaucracy more responsive to citizen needs.
In addition to the mentioned measures, open data platforms can play a crucial role in improving transparency. These platforms should allow the public to access government expenditure data, contracts and decision-making processes, enabling citizens to examine the actions of the bureaucracy. By making this information easily accessible, the government can promote a culture of openness and accountability.
Rebuilding trust in bureaucracy is a challenging yet attainable objective. It necessitates a blend of institutional reforms, cultural transformation and strategic technology utilization. By prioritising transparency, accountability, meritocracy, and citizen involvement, Bangladesh can develop a bureaucracy that not only serves the people effectively but also gains their trust and admiration. By doing so, the country will not only improve its governance but also reinforce the social contract between the state and its citizens, laying the foundation for sustainable development and societal harmony.
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Dr Mohammad Kamrul Hasan is a public administration researcher.
