Increasing the use of technology in government services

When Riyad, a 12th-grade student from Panchagarh, earned the opportunity to sit for the Dhaka University admission test, his experience exemplified the quiet transformation sweeping across Bangladesh. He checked his results online by logging into a website with his roll number and date of birth—a process that took minutes. To his father, once a Dhaka University student himself, this seemed like science fiction. He recalled travelling to Dhaka by bus, searching newspapers for admission notices, standing in long queues for application forms, paying fees at the bank, and incurring high costs just to apply.
This intergenerational conversation is not just nostalgic—it underscores how digital transformation has simplified access to public services and reduced both time and financial burdens for ordinary citizens. Riyad’s story is a microcosm of the digital possibilities for governance in Bangladesh. But for every such example of progress, there are still many roadblocks preventing comprehensive, technology-driven governance.
A snapshot of progress: In recent years, various government services have shifted online—from passport applications and land tax payments to birth registration and case tracking. Citizens can now apply, pay, and receive updates through smartphones or digital centers without making multiple visits to government offices. This change represents a monumental shift in how public services are delivered and consumed.
Previously, people needed to travel from remote villages to upazila or district offices, often spending an entire day to complete simple tasks. Today, a growing portion of these services can be accessed digitally, offering benefits such as:
• Reduced travel and related expenses
• Minimised time loss and bureaucratic hurdles
• Reduced likelihood of encountering harassment or corruption at physical offices
But despite these achievements, technology in government services remains an underutilised tool. The pace and scope of digital implementation still falls far short of expectations.
Persistent challenges: Many government websites are still difficult to navigate, hosted on obsolete servers, and plagued by outdated or incorrect information. In practice, even services labelled as “online” often require physical visits for verification or documentation. For example, land record corrections submitted online still require individuals to travel from union to district offices to obtain official seals.
Three key challenges continue to hold back comprehensive digitisation:
Inadequate budget allocations. There is insufficient funding for digital infrastructure. Essential systems such as cloud storage, secure servers, and high-speed data centers are either lacking or poorly maintained.
Lack of skilled manpower. Many government employees lack the digital literacy required to implement and manage tech-enabled services effectively. As a result, new systems are underused or mismanaged.
Poor inter-ministerial coordination. Without a centralised digital roadmap, different ministries and departments often operate in silos. This fragmentation results in duplicated efforts, incompatible platforms, and public confusion.
Budget Recommendations for FY 2025–26: To unlock the full potential of e-governance and make services faster, cheaper, and more transparent, the upcoming national budget must take a bold, tech-first approach. Here are key areas where investment and reform are crucial:
1. Infrastructure modernisation
• All government websites and apps must be secure, accessible, and operational 24/7.
• Cloud-based storage and robust data centers should be prioritised for scalability and data protection.
• The ICT Ministry should be authorised to implement the long-delayed e-Governance Master Plan, providing a technology roadmap for each ministry.
2. Human resource development
• Mandatory digital literacy training for all government employees will ensure better service delivery.
• Financial literacy should also be included to safeguard public funds and resources.
• IT expert recruitment quotas should be expanded, and partnerships with private tech firms encouraged to fill skill gaps quickly.
3. Creation of an innovation fund
• A government-backed fund can support local startups and software firms to build, upgrade, and maintain public service platforms.
• Ministries can directly engage local developers—for example, the Law Ministry can collaborate with tech startups to enhance the e-judiciary platform.
4. Smart surveillance and data analytics
• Drawing lessons from international models, smart security networks with CCTV and facial recognition could be piloted in major cities, with safeguards for privacy.
• Real-time crime mapping can be implemented by integrating digital registration systems with police databases.
5. Technology as a tool to combat corruption and inefficiency
Digital governance is more than convenience—it’s a powerful deterrent against corruption. When transactions are traceable and automated, it becomes harder to manipulate records or demand bribes.
• Blockchain can be used in land registries to secure data and prevent tampering.
• E-tendering for government procurement can minimise broker interference and favoritism.
• Robotic Process Automation (RPA) can streamline tax collection, license issuance, and allowance disbursement, reducing human error and manual manipulation.
According to the World Bank, digitisation can increase public service efficiency by thirty per cent and cut resource waste by twenty-five per cent. In Bangladesh’s context, that could mean savings of over Tk 10,000 crore per year—funds that can be reinvested in education, healthcare, or rural development.
Ensuring security and inclusion
As the state becomes more reliant on digital systems, ensuring robust cybersecurity becomes paramount. Strengthening the National Cyber Security Cell is essential to prevent hacking and data breaches.
Meanwhile, equitable access to digital services must also be ensured:
• The Digital Village project should be scaled up to guarantee rural connectivity.
• Awareness campaigns can promote the use of mobile banking, e-filing, and other digital tools.
• Special initiatives must be taken to bring unbanked populations—especially women, farmers, and informal workers—into the financial mainstream.
A new vision for governance
The transition toward digital governance is not just a technological change—it’s a cultural and institutional shift. It requires reimagining the role of government not just as a service provider, but as a platform for inclusive growth.
A few strategic measures can accelerate this journey:
• Allocate 10 per cent of the national budget to the ICT sector, with half earmarked for digitising government services.
• Establish a National e-Governance Commission to coordinate efforts across ministries and departments.
• Launch a Startup Investment Fund worth Tk 500 crore to nurture local tech firms focused on public solutions.
Beyond sectoral thinking: Riyad’s story isn’t just a tale of digital convenience; it’s a signpost pointing to the future of Bangladesh. But this future cannot be realised unless the public sector moves at the pace of the private sector. In the upcoming budget, technology must be treated not merely as a “sector” deserving support, but as the engine of all national development.
When used effectively, technology ensures transparency, promotes efficiency, guarantees equity, and fosters fairness—the four foundational pillars of a modern state. It’s time to build that state, one line of code at a time.

The writer is a banker and development researcher
mmmahbubhasan111@gmail.com