at the core of it all

Simplifying government for the public through equipping civil servants to simplify services and making government forms and services available through single access points while transforming government institutions into less-paper offices built upon well-crafted information and service frameworks.

Service Process Simplification

Equipping civil servants with a tool to simplify access to public services thereby reducing the time, cost and number of visits (TCV) required for citizens to access them.

Story: A Smart Health Care System through A Smart Health Card

The risk of different diseases increases with age including amnesia and different other complications. Thus they need proper treatment at this age but in maximum cases due to memory loss they can’t provide the previous history of different diseases accurately.

Existing & Proposed Primary Pension System

  • Existing
  • Proposed (SPS)
  • Proposed (Digital)

1,000+ Government

Officers trained

400+ Public

Services simplified

More than 36

Government offices sensitized

More than 1

service transformed in every public office every year

A citizen’s perspective on the need for simplifying access to public services

Mintu, who retired at 59 after teaching for over 30 years in public primary schools, had to submit 21 different types of documents as part of his pension application. They included his nationality certificate, birth certificate, and even his letter of appointment.

So, he had to spend a total of 28 working days, incur high transportation and even accommodation costs (since he had to travel and stay overnight outside his home district) and visit various government offices multiple times just to get himself in a position to apply.

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Service Process Simplification (SPS): a2i’s innovative tool for reducing citizens’ hassle

‘Business Process Re-engineering’ (BPR) is a popular methodology in the private sector for optimizing end-to-end processes and automating non-value-added tasks to boost productivity. a2i took the BPR concept and essentially rebranded it ‘Service Process Simplification’ (SPS) since it was more meaningful to policymakers and government service providers who did not consider themselves to be engaged in either ‘business’ or ‘engineering’!

In collaboration with the Cabinet Division and government ministries (which formulate policies) and their directorates (which are responsible for service delivery).

a2i trained civil servants to apply SPS by mapping out entire service delivery processes end-to-end, eliminating unnecessary steps and redesigning them to be more easily accessible to citizens from a greater number of delivery-points. Detailed profiles were also developed containing descriptions, process maps, relevant fees and documents needed to access the new, simplified services as well as grievance redressal processes, and associated rules, policies and laws. These profiles were published both in hard-copy (in the form of books) and online at Bangladesh Services Portal. This not only represents extraordinary service delivery reform but also unprecedented proactive disclosure on the part of the government.

Impact & Results

If Mintu were to apply for his pension now, he would only need to submit 8 documents and spend 8 working days – a considerable improvement on the original 21 documents and 28 working days.

To date, a2i has trained 1,000+ officers from 36 government organizations to apply SPS to 400+ vital services. Moreover, each Annual Performance Agreement signed between the Cabinet Secretary and the Secretary of a particular ministry now mandates simplification of at least one service and digitization of a service every year – an important step towards institutionalizing this citizen-centric way of improving public services.


Ensuring convenience to citizens through faster movement of files and documents through different layers of government offices, improving service delivery and ensuring accountability.

Story: e-File

Mr. Mong Sao Pru resides in a very remote corner of a hill district. To apply for a job he required a tribal certificate. The deadline for application was…

Screenshot-2017-10-30 All sizes In the valley of colourland XIII Flickr - Photo Sharing


Active Users


Offices using system


Files Disposed

The advent of globalization and its associated developments have literally transformed the way governments are running in the increasingly complex and competitive global environment. The major two objectives, greater efficiency and better service delivery, are at the core of government’s’ pursuit to cope with this changing environment. In Bangladesh, service delivery in the public sector has not been satisfactory. The experience of ‘speed money’ and corruption has become one of the major issues in administration. Studies reveal that successful implementation of governance innovation is related to reducing the cost of doing business due to process simplification, and improving efficiency and transparency in the delivery of public services.

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Cry for innovation

Keeping these factors in mind, Access to Information Programme of the Prime Minister’s Office has implemented an e- Filing Solution for ensuring faster movement of files through the different layers in government offices increased transparency throughout the organization and increased accountability in governance. It’s driven by an overarching philosophy to put citizens first by means of cutting red tape, improving service delivery, engaging public sector employees, and getting faster results for citizens

None of these efforts is possible without an innovative and dynamic governance mechanism capable of implementing the essential reforms. The new solution called “nothi” could play a critical role in quick and efficient decision making to meet citizen’s expectation and bring-in breakthrough in public service delivery/management. The system mainly aims at initiating a transparent, accountable and hassle less office system. However, this e-file (nothi) system will ensure a paperless office management system by using relevant ICT facilities. The URL of the system is www.nothi.gov.bd.

Improved Efficiency and Transperancy

In traditional filing system, decision- making process used to take 5-7 days to take a decision on a file and or deliver the service but with new e-Filing system “nothi” this duration has come down to only 1-2 days depending on the nature of the case.

An office or its relevant section could process only 5-10 files a day in traditional filing system but now with “nothi” this number moved up to 750+. So far 1219 offices are working live with “nothi” and they are disposing 100 files off every day and this number is increasing day by day.
The primary beneficiaries of “nothi” are the citizens of the nations. Keeping in mind their demands and expectations, the new generation e-Filing system is completely redesigned so that it can facilitate almost all the government offices to work on this platform and handle huge work volume. Tech-savvy people or even a villager can send in an application to any government office from his/her own computer or from a nearest Upazilla Digital Center (UDC). It saves time, cost and visit of the citizen.

More space for better service delivery

“Nothi” saves a huge amount of money and time required previously to obtain a service from government offices. But after the inception of this new generation e-Filing system citizens have become empowered and got the privilege of electronic/virtual communication with the government offices sitting at home. It allows them to lodge their demand/requirement and track them real time online which was literally impossible in traditional Filing system. Citizens can now utilize their valuable time/money elsewhere to make their lives more fulfilling.

23889 registered users on “nothi” could save their valuable work hours. In other words, they can now deliver triple the services that they couldn’t deliver in traditional filing previously. Capacity of 1000+ offices is developed and 4000000 citizens have been happily served.


Containing detailed information about citizen-centric services of various govt. organizations – a lighthouse for the service-seekers.

An Easy Access to Registration Related Information

Registration-related information was not available to the general people. They had to suffer a lot to get information which made them reluctant towards receiving information. The causes of their suffering are Traditional complex process, Official hassles due to an absence of specific source to provide the required information, Presence of middleman who misguides people for the benefit of themselves.

36 service profiles

covers all major government services



Information is Power

‘Which office should I go?’ ‘How will I receive this service?’ – these are the common questions of citizens. Citizens mostly live in oblivion about govt. services until they need them. So, when the need arises they try to wake up from the slumber. But, who is gonna tell them what services to get from where? There is none who has such omniscience. There lies the need for a space or a place where citizens can turn to get information about govt. Services.

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Every single information required to make a decision

a2i developed Service Portal, also known as “Shebakunja”, to meet the need. It contains detailed information about citizen-centric services of various govt. organizations. Citizens can also find here process-maps of each of those services. Every process map is a drawing of a service-process-path with information about serving persons and time needed in each step of the process.   Citizens by looking into it can get a summary of every service – required time, number of steps, number of persons involved in the process etc. The portal also contains information about expenses, acts and rules of the services and to whom aggrieved service-seekers can complain.

A guide for the government service providers

Service Portal is now serving as a lighthouse for citizens about govt. services. Before going for a service they can easily consult this portal. At the website, 400 of all the information regarding the different ministries, departments, initiatives in district and division level have been presented. The information is presented systematically, using a top-down approach, for example, Ministry, Division, District, town and so on. The information provided includes services the government provides and the relevant laws, processes, expenses and process times. This is intended to brief citizens regarding what they want to know without having to go the ministry office.

To provide better service to the citizens of Bangladesh through better technology, the a2i has also created 36 distinct “Service Profiles” to cover all the major services provided by the Bangladesh government.

One of the biggest

With detailed information on four hundred and fifty services from forty ministries and agencies in one location, the Services Portal is surely one of the biggest and richest government information repositories in the entire world. It continues to serve as the one-stop destination for millions of citizens around the country and has revolutionized the way vital information is shared and exchanged among them, who had traditionally always been excluded from such services.


Ensuring access to important forms for all kinds of government services to bring utmost convenience to the customers for availing services.

A citizen’s perspective on the need for easy access to government forms

Rahima Khatun, a housewife, hailing from Shyamnagar upazilla, Satkhira, has become pregnant for the 2nd time. Her husband, Mr. Rahim Box, is a day-labourer, but half of the year remains jobless due to unavailability of work around. They already have a large family of 8 members and along with her husband, she tries to help the family by doing household chores in the affluent neighborhood.

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But being pregnant at this poverty-driven family, it has become almost impossible for her to work nowadays. From the neighbors she knew about government allowances for the poor pregnant mothers, but it was a lengthy procedure involving several visits and matter of ‘speed-money’ even to get the application form for the allowances. She was at a loss about what to do and how to do it. At that time, the female entrepreneurs at the Union Digital Centre, hearing about her miseries, told her about the Bangladesh Forms Portal from where she can fill-up the application form without any cost and unnecessary visit. She took the help of the entrepreneurs to fill-up the form and within few days, she started to get the allowance, bringing her a must needed respite in her difficult days. Now she can take care of her health without being stressed about the next meal on her family’s plate. She has even started advocating about the usefulness of Bangladesh Forms Portal website to the other women in her community so they can access all the services and information they need easily from one single place at the vicinity of their homes.

Key features of Bangladesh Forms Portal

The “Bangladesh Forms” (Forms Portal) is a one stop web address with all sorts of Government Forms downloadable, downloadable in one click. In most cases, access to government services starts with collecting a form, completing it with the relevant information, and submitting it along with related documents, photographs of the applicants and necessary fees.

From the citizens’ point of view, collecting the form is a tedious and time consuming job in itself. The Forms section of the National Portal has been created to alleviate unnecessary distress of the citizens, arising from a lack of access to necessary government forms, through a single web address.

Currently, there are more than 1,560 downloadable forms which are subject to automatic update if, and when, any modification takes place through official notifications. The forms have been arranged in 20 categories, some of the most prominent ones being: finance, law, employment, agriculture, education, land, local government, postal and telecommunications, health and other miscellaneous areas

In addition to containing information about popular forms, the portal has unique features such as

Arrangement according to category and search options available for quick service.
Downloadable and editable forms for easy service.
Auto-update of forms by the concerned ministries or departments.
Tracking of Online Application by SMS
Monitoring mechanism by higher authorities for online application status
Increased accountability and transparency in providing service
Reduction in TCV (Time-86%, Cost-70% & Visit-70%) for customers in availing service

The Forms Portal ensures the citizens’ right to information and is compliant with the RTI Act, allowing the government to implement proactive information disclosure mandated by the RTI Act.


Government Forms



350 Thousand


150 Thousand



Ensure prompt, reliable, high-quality land services to the underserved through a novel, bottom-up and yet integrated approach across all land-related government institutions.

One Stop Service in the Land Office to Solve Land Disposal.

“One day approximately 70 years old citizen came up with his problem of lease land. He was roaming around from one door to another to solve this problem. He was spending excessive money, time and effort to sort down his problem.

Empowering citizens’, particularly the underserved

Lacunas in a or the land management system are one of the most critical governance challenges of Bangladesh. The land sector is considered to be the cause of the most serious of citizens’ grievances for the following reasons:

1. Fragmentation of service delivery causing massive confusion. For instance, registration of land transfer deeds, correction of land ownership and survey of land ownership are done by three independent offices under two different Ministries.

2. The complex procedures followed in the delivery of services are too intimidating for the citizens.
3. Offices located at far-away administrative headquarters force citizens to go tens of miles, often several times, to seek services.
4. Antiquated management of records on paper, which often get torn and lost, create unpredictable delays.
5. Manual cross-referencing between offices drag on service delivery sometimes for years.

The above-mentioned scenarios render the service-seekers frustrated and helpless and create significant rent-seeking opportunities. A report shows that the country’s total 350 thousand acres of agricultural Khas land, at least 71 thousand acres are not accounted for. During Dhaka City Survey alone, corrupt land officials recorded 2,800 acres of public land and 43 canals to powerful private property developers. The process of allocating Khas land (averaging 14 thousand acres per year) to the poor communities is allegedly ridden with non-transparent practices too.

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Efforts to Address the Challenges

a2i from the PMO, in collaboration with the Cabinet Division, Ministry of Land and relevant land-related agencies, works on the following solutions:

  • Simplification of land records delivery: Access to the records located in all district headquarters electronically from thousands of Digital Centres reduced cost for citizens by 70% and doubled the speed of delivery.
  • Changing record of rights, infamous for breeding one of the topmost corrupt practices in the country, is moving to digital systems. With an annual average of 2 million changes with a total value of USD 13 billion, this paradigm shift has the potential to not only reduce time and cost incurred by the citizens but also to drastically cut corruption through false documentation – a major livelihood risk for a small land owner.
  • e-Inheritance management eliminating the deprivation of less powerful inheritors such as women from getting their fair share. This is projected to benefit an estimated 1.25 million inheritors per year.
  • Electronic deed registration with the Ministry of Law to reduce ‘false deeds’ and cut time and cost of service delivery.
  • Electronic payment of land-related service charges including land revenues to improve the collection, reduce corruption and make it easy for rural farmers to pay their dues.
  • Digitized public (khas) land management to reduce rampant misappropriation of public lands by criminal rackets and create opportunity for equitable usage.
  • Digitized Urban Land Leasing for urban local government to reduce corruption and promote the  livable city.

The above-mentioned initiatives and many other efforts by relevant government agencies and development partners are being integrated into a technical framework called Land Information and Services Framework (LISF) by a2i. This establishes interoperability amongst various systems to ensure that the vast number of land records and related information contained therein are usable by all systems avoiding digital silos.