ACCESSING government and public services in Bangladesh is fraught with challenges, severely limiting citizens’ ability to obtain essential support in a timely and efficient manner. Despite its extensive reach, the public service delivery system remains marred by entrenched issues such as corruption, inefficiency and a lack of transparency, resulting in significant delays, heightened costs and pervasive frustration. According to the 2023 National Household Survey conducted by Transparency International Bangladesh (TIB), 71 per cent of service recipients reported encountering corruption, with particularly high instances in passport services (86 per cent), the Bangladesh Road Transport Authority (85 per cent), police services (75 per cent), judicial proceedings (62 per cent) and land services (51 per cent). These alarming statistics underline the systemic prevalence of unethical practices like bribery, inflated charges and unofficial demands, exacerbating daily challenges for citizens and perpetuating economic and social inequities.
Corruption, manifesting in forms such as bribery, embezzlement, nepotism and dereliction of duty, disrupts service accessibility and diminishes public trust in government institutions. For example, individuals seeking passports often face arbitrary delays linked to police verifications and ‘speed money’ demands. At the same time, retirees frequently endure years-long waits to access pension benefits — delays that sometimes outlast their lives. These injustices disproportionately affect marginalised populations, entrenching socioeconomic disparities and obstructing efforts toward equitable development.
The corruption issue is further exacerbated by an outdated, fragmented service delivery system marked by inefficiency and excessive bureaucratic red tape. Farmers, critical to Bangladesh’s agricultural economy, frequently struggle to access subsidies for seeds, fertilisers and loans due to redundant procedures and multi-office systems. Basic services like acquiring land records or essential certifications can take months or years, undermining livelihoods and delaying critical economic activities. For instance, inefficiencies in distributing agricultural inputs often jeopardise planting and harvesting timelines, directly impacting food security and income stability. Comparable challenges in other sectors further impede economic growth and the well-being of citizens.
This pervasive inefficiency breeds profound public distrust in government institutions, as service offices are perceived as barriers rather than facilitators. Police services, for instance, are commonly associated with bribes and political interference, leaving citizens who seek justice feeling powerless and marginalized. These systemic failures reinforce scepticism and alienation, dissuading many from engaging with public institutions and perpetuating a cycle of disengagement and neglect.
The current state of public service delivery in Bangladesh is unsustainable and requires urgent rectification. This article proposes a strategic framework to transform the delivery of public/government services through targeted reforms. Emphasising digitisation, standardisation and the elimination of intermediaries, the framework seeks to ensure transparency, equity and efficiency, ultimately rebuilding public trust and paving the way for a more inclusive governance model. Drawing insights from international best practices, these measures aim to establish a public service delivery system that genuinely serves the citizens of Bangladesh.
Bangladesh needs a transformative approach rooted in transparency, accountability and using technology to address systemic challenges in public service delivery. A comprehensive reform initiative should include the following key components:
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Centralised service hubs for ministries, departments
ESTABLISHING a centralised service hub for each ministry and department is essential to streamline public service delivery in Bangladesh. These hubs would serve as the primary point of contact for individuals submitting applications, whether online or by mail, making it easier and more efficient for citizens to access government services.
For example, individuals applying for a passport or land records would submit their documents to a centralised hub of the specific ministry or department via mail or online, with no option for in-person submission. The hub’s trained staff would ensure that all required documents are attached and the application is complete before forwarding it to the relevant department or office for processing. Upon receiving an application, the hub would assign a unique tracking number to facilitate communication and progress monitoring. If any documents are missing or incomplete, the applicant will automatically receive a notification and a detailed list of the required documents to complete the process. Once all necessary documents are gathered, the hub will forward them to the department centre for processing and their destination will remain confidential. The process would be fully autonomous, using a digitalised processing system. This process minimises delays caused by missing paperwork or unexpected requests for additional documentation, improving the speed and accuracy of applications.
To ensure transparency, applicants can track their applications using a unique tracking number. Though the exact office or processing centre of the application remains unknown, applicants can monitor the progress of their request. Additionally, supervisors or senior officers can oversee the timeliness of each file’s processing. A file tracking system could use a colour-coded system: the first two weeks would be marked in blue, indicating regular processing, with subsequent weeks changing to orange colour with a warning, if not yet processed, accompanied by a notification. By the fourth week, the file would turn red, signalling that the responsible officer must meet with the supervisor to explain any delays.
The hub would also feature a centralised telephone service for those without internet access. Citizens can call the hub’s dedicated line for updates on their application or to request further information. This alternative communication channel ensures accessibility for all segments of society, including those unable to access online services.
This system would function similarly to centralised service hubs in developed countries like Canada or the United Kingdom, where one-stop service centres facilitate efficient interactions with various government agencies. In rural areas, local government offices such as Union Parishads, Upazilla Parishad and town/city offices will support these hubs by acting as resource centres for service delivery, helping bridge the gap between urban and rural populations.
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Local service centres in union parishads
IN BANGLADESH, a significant portion of the population resides in rural areas. They are farmers, small business owners, general workers, school teachers and low-income populations who often face poverty and life challenges. Although rural areas are served by lower-level local government bodies, such as the Union Parishads, these offices are not always functional or effective in delivering services. However, Union Parishads have the potential to become valuable resource centres that can significantly support the rural population by providing vital support services for resources and information.
Union Parishads can serve as resource hubs where citizens can access application forms, receive guidance on completing forms and obtain information about available services. These centres would assist the rural population, making it easier for them to understand and navigate the process of accessing government services closer to their homes. Union Parishads can help complete applications, offer instructions on filling out forms and ensure that all submissions meet the necessary guidelines before being forwarded to central systems. These centres would also provide public access to computers, allowing individuals to use them to navigate the system and perform tasks such as submitting applications.
For example, farmers seeking agricultural subsidies, loans, or seeds could apply through their local Union Parishad, saving them time and reducing travel expenses. Service forms and all necessary information would be readily available at these centres, making the process more efficient and accessible. This localised approach can ensure more equitable access to services, helping to bridge the gap between urban and rural areas and reduce regional disparities. By acting as a bridge between local communities and centralised service hubs, the Union Parishads can significantly improve service delivery to rural citizens.
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Standardised documentation requirements
IMPLEMENTING standardised documentation and transparent checklists for citizens could greatly benefit public service delivery in Bangladesh. These checklists outline all required documents for services such as passport applications, pension claims, agricultural subsidies and security clearance, ensuring clarity and reducing reliance on intermediaries. Standardised documentation requirements introduce transparency and fairness into government service processes. They reduce the risk of exploitation by intermediaries who may claim that documents are ‘missing’ or incomplete in an application file.
These documentation requirements should be publicly available on government websites and in every local government office and service hub. This ensures that citizens clearly understand what documentation needs to be submitted, minimising the risk of missing documents. Publicly available documentation requirements for all government services help prevent confusion and ensure fairness.
For example, farmers seeking subsidies must understand the documents required, minimising reliance on intermediaries who may demand bribes to ‘expedite’ the process. Transparency ensures that citizens know their rights and the exact steps to take, reducing exploitation by corrupt officials or middlemen. Moreover, providing standardised requirements makes the process more predictable and manageable for all applicants.
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Digitisation and e-government platforms
CENTRALISED online platforms can significantly enhance public service delivery efficiency, transparency and accountability. Citizens could submit applications, track their status and receive real-time updates, reducing reliance on in-person follow-ups and minimising opportunities for corruption, as every step is electronically logged.
A central online portal would complement physical hubs, allowing citizens to access services conveniently from their homes. For example, someone applying for a pension could easily track their application’s movement through the system, knowing exactly where it is in the process and when it is expected to be completed. This minimises the need for repeated in-person visits and builds confidence in the system.
Digitalisation further ensures a clear audit trail, reducing opportunities for malpractice. A robust digital file management system can ensure the seamless movement of applications across departments, promoting timely processing. For instance, passport applications could be flagged for action within 48 hours, preventing unnecessary delays. The system can automatically notify departments of pending tasks, send reminders and track the movement of files.
Supervisors would also benefit from automated systems that identify bottlenecks and hold officers accountable for delays. This level of transparency fosters faster, more reliable service delivery while strengthening public trust.
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Minimising direct contact
IN BANGLADESH, there is a widespread perception — and often personal experience — that if you don’t meet directly with service providers and ‘push’ for your work to be done, it won’t be completed. This fear leads people to go out of their way to communicate, request, or manipulate to get things done. This creates a toxic and unmanageable culture of corruption, where citizens feel they must resort to these practices to navigate the system. A significant change is needed in both experience and processes to rebuild trust and restore confidence in the system.
To combat corruption and improve service delivery, all interactions between service providers and citizens should occur through official digital platforms or mail. For example, passports in Bangladesh should be mailed directly to applicants after approval, bypassing intermediaries and reducing the risk of bribery or extortion. Similarly, services like land registration, security clearance, or pension claims should be handled through official online portals or by post, ensuring that applicants receive their documents directly without the involvement of middlemen.
Limiting direct contact in this way would streamline processes, reduce opportunities for corruption and rebuild public trust. When citizens can access services without relying on personal connections or intermediaries, the system will gradually shift from fear and manipulation to transparency, fairness and accountability. This would restore confidence in public service, making it a system that truly serves the people.
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Capacity building
MODERN training programs for public servants are crucial to reform the outdated practices that still follow the legacy of the British colonial-era system in Bangladesh. The bureaucracy has not been overhauled to adapt to the needs of the public and it still carries the colonial mindset of controlling rather than serving people. Government officers continue to view themselves as administrators rather than servants of the people. To address this, training should focus on decision-making, problem-solving and customer service, teaching public servants the importance of prioritising citizen needs and delivering service with respect and efficiency.
For example, using tools like the Eisenhower Matrix can help public servants better prioritise urgent tasks — such as providing emergency healthcare, processing pension claims, or distributing relief materials — ensuring these tasks are handled promptly and effectively. Modernising training to include these skills would promote a shift in mindset from administering to serving, helping public servants better address the population’s needs and break free from the colonial legacy that continues to hinder public service in Bangladesh.
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Public awareness building
RAISING public awareness about service processes and citizens’ rights is critical in Bangladesh, where many still depend on fate rather than actively claiming their rights within the government system. Grievance mechanisms must be established to allow citizens to report inefficiencies or corruption without fear of retaliation. These mechanisms should be easily accessible, enabling people to hold officials accountable when the system fails them. Transparency in these processes would foster trust in the system and encourage citizens to actively claim their rights rather than resign themselves to hoping for change that may never come. By making public servants accountable for their actions, the government would empower citizens to demand better services and shift away from a passive, fate-dependent mindset.
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Accountability through performance metrics
A KEY component of reform in Bangladesh would involve setting specific, measurable targets for public servants and making performance data publicly accessible. For example, in similar practices in many countries, the government can implement online dashboards that track performance metrics like response times, citizen satisfaction and service completion rates. This transparency would hold civil servants accountable, ensuring they serve the public effectively and allowing citizens to demand improvements.
Establishing performance metrics for public servants could greatly enhance accountability and efficiency. For instance, a passport officer could be given a target to process 25 applications per week. Suppose the officer fails to meet this target. In that case, a review should be conducted to assess the cause of the delay and implement corrective measures, such as additional training or staffing resources. Similarly, in healthcare services, specific goals can be set for the timely delivery of essential medicines or treatments, particularly for vulnerable groups. For example, if citizens face long wait times for medical care, measurable standards should be in place to reduce these delays, ensuring faster and more efficient service delivery.
By quantifying performance and making this data publicly available, citizens can be assured that services are delivered on time. At the same time, public servants understand they are being held to clear and measurable standards. This approach would help shift the mindset from bureaucracy to genuine service, encouraging the government to prioritise citizens’ needs over inefficiencies.
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Conclusion
THE proposed framework for reforming public service delivery in Bangladesh highlights the transformative potential of a system rooted in transparency, accountability and technology. By introducing centralised service hubs, leveraging digitisation and e-governance platforms, standardising documentation requirements and minimising direct interactions, the government can significantly enhance the efficiency, accessibility and fairness of service delivery. The integration of local service centres, tailored to address the unique needs of rural populations, ensures equitable access for all citizens and fosters greater trust in government institutions.
Additionally, emphasising capacity-building for public servants and robust transparency and accountability mechanisms provides a strong foundation for sustainable reform. Empowering citizens through public awareness initiatives and grievance redressal systems further strengthens this foundation, creating a more inclusive and responsive public service system.
These reforms promise to eliminate inefficiencies, reduce corruption and set a clear roadmap for fostering equitable development. By adopting and implementing these strategies, Bangladesh can establish a modern, citizen-centric public service delivery system that meets the demands of its growing population and paves the way for long-term social and economic progress.
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Dr Tariqul Islam is an assistant professor of social sciences in University College of the North, Canada.