Electronic Services

and Bangladesh
 What is e-Service ?
• Those services that can be delivered electronically (Javalgi, Martin and
Todd, 2004)
• Interactive services that are delivered on the Internet using advanced
telecommunications, information, and multimedia technologies (Boyer,
Hallowell and Roth, 2002)
• E-services as Internet-based applications that fulfill service needs by
seamlessly bringing together distributed, specialized resources to enable
complex (often real-time) transactions (Tiwana and Balasubramaniam,
2001)
• E-service is deeds, efforts or performance whose delivery is mediated by
information technology (including Web, information kiosks and mobile
devices). Such e-service includes the service element of e-tailing,
customer support and service, and service delivery (Rowley, 2006).
• E-services are services which use of ICTs.
The three main components of e-services are:-
1. service provider,
2. service receiver and
3. the channels of service delivery (i.e., technology).
For example, as concerned to public e-service, public
agencies are the service provider and citizens as
well as businesses are the service receiver. The
channel of service delivery is the third requirement
of e-service. Internet is the main channel of e-
service delivery while other classic channels (e.g.
telephone, call center, public kiosk, mobile phone,
television) are also considered.
E-service Characteristics

• 1. E-services as complements to existing offline

services and goods. Examples can be online seat
reservations offered by airlines and travel agencies.
• 2. E-services as substitutes for existing offline services.
Examples can be enewspapers or online auctions
such as e-bay.
• 3. Uniquely new core e-services. Examples can be
online computer games, or search engines as for
example Google.
Importance of E-service

• Enhancing transparency and accountability

• Easier the services
• Accessing a greater citizen base
• Broadening market reach
• Lowering of entry barrier to new markets and
cost of acquiring new customers
• Alternative communication channel to citizens
• Increasing services to customers/Citizens
• Enhancing perceived company image
• Gaining competitive advantages
• Potential for increasing citizens knowledge.
Domains/Types of E-service
E-Commerce:
E-Commerce refers to all buying and selling over the internet.
• Advantages ◦ Services available 24 / 7 ◦ Large stock range ◦ Detailed
product information ◦ Ability to compare prices ◦ Equal delivery to
town and country
• Disadvantages ◦ Possible credit card fraud ◦ What about returning
faulty goods? ◦ How are you covered when you purchase goods from
another country?
E-Business:
Electronic business is the conduct of business processes on the Internet.
These electronic business processes include buying and selling
products, supplies and services; servicing customers; processing
payments; managing production control; collaborating with business
partners; sharing information; running automated employee services;
recruiting; and more.
.
E-Banking: this allows you to manage your money on- line.
• Advantages ◦ Service available 24/7 ◦ Secure ◦ From comfort of
home ◦ Can make various payments/transfers ◦ View transactions.
• Disadvantages ◦ No face to face communication
E-Government refers to the use of ICT to provide government
services, transactions and interactions with citizens, businesses and
other government departments. The general description of a way
to provide better access to government information and services
through electronic means such as the Internet and mobile
communications.
• Advantages ◦ No need to queue ◦ Can view all services available
from home ◦ Quick communication.
• Disadvantages ◦ No face to face communication therefore
cannot get suggestions of alternative actions
E-learning refers to learning via the internet or working through a
disc based tutorial
• Advantages: E-learning solutions are cheaper than traditional
teaching methods. Teaching can be 24/7 Students can work
at their own pace. One trainer can train many people at
different locations.
• Disadvantages: Materials may be limited. Download speed
may be slow. Internet connection may fail. No opportunity to
ask question and receive answer there and then ?.
E-Health is the use of information and communication
technologies (ICT) for health. Examples include treating
patients, conducting research, educating the health
workforce, tracking diseases and monitoring public health.
Teleworking: refers to people working at home
connected to the rest of the organization via
network, e- mail or telephone.
• Advantages: Reduced office space/desk
requirements. Flexible schedule. Greater ability to
focus on one task. Reduced or Zero commuting ◦ No
travelling ◦ Less stress due to traffic.
• Disadvantages: Self-discipline (might be difficult to
focus. Negative impact on team work. Lack of
human contact.
E-services in Bangladesh

Digital Centres
A total of 7000 Digital Centres have been established all over the
country out of which 4,547 Digital Centres are operating in
Union Parishads, 321 in Municipalities and 407 in City
Corporations. They are being run by 10,105 entrepreneurs -
half of whom are women.

UDC Blog: The UDC blog was introduced to share innovations,

problems, challenges, solutions and experiences of the
entrepreneurs of Union Digital Centres with others.
Digital Land Service
Khatian (land record) services started as a test case through
online system from the Deputy Commissioner (D.C.) office of
Jessore district in 2010.
Now, Porcha can now be obtained from UDCs within 5-7 days.
Due to this success, the Ministry of Land has undertaken a
project titled ‘Digital Land Record Room Services' (DLRS) of 1
billion taka to digitize the land record system all over the
country. To this end, system replacement activities known as_
‘Digital Record Room' have been introduced to provide digital
land record services from all the record rooms.
E-Filing System to Modernize
Government/ Public Offices
• E-filing system has been introduced to provide prompt, transparent and
efficient services to the government and to create paperless environment-
friendly public offices. For the first time, e-filing system called ‘District e-
Service Centre (DESC)' was introduced at the Deputy Commissioner (D.C.)
office of Jessore district as a pilot programme in 2010. Subsequently, in
2011, District e-Service Centres (DESC) were established in the rest of the 63
districts. To take this initiative forward, in 2012, a more sophisticated E-Filing
System named NESS E-filing was introduced at the Deputy Commissioner
(D.C.) office and other public offices of Jessore district on a pilot basis. At
present, this system is in use at the Prime Minister's Office (PMO), 20
ministries, 4 directorates, 64 Deputy Commissioner's offices, and 7 Divisional
Commissioner's offices. A further improved e-filing system named 'Nothi' is
introduced to provide better, safer and extensive services in 16 thousand
public offices.
E-Filling system (District e-Service
Centre (DESC), NESS
(eservice.gov.bd)
www.nothi.gov.bd
Education
• Multimedia classroom
• Teacher’s Portal (www.teachers.gov.bd)
• Mukto Paath (www.muktopaath.gov.bd): open e
learning bangla platform.
• Digital multimedia talking book
• e-book (www.ebook.gov.bd)
• Public exam, admission test,
• Amar Bornomala, Mobile keypad, text massaging
in bangla
Bangladesh National Web Portal
• Bangladesh National Web Portal has been developed to be used as
the gateway to access information and services of all the public offices
under one platform and in one address (www.bangladesh.gov.bd).
More than 25,000 websites of various unions, upazilas (sub-districts),
districts, divisions, directorates, departments and ministries have been
included in this National Web Portal. Cabinet Division, a2i programme,
relevant ministries, departments, field-level divisions, districts, upazilas
(sub-districts) and union level offices, Bangladesh Computer Council
(BCC) and Bangladesh Association of Software and Information
Services (BASIS) have played important roles in developing this National
Web Portal.
• National Web Portal at a Glance:
• 43,000+ government offices in one platform
• 2,100,000+ Content
• 30,000+ information providing officers
• 71,000+ photographs of natural beauty, archeological, historical,
traditional sites 71,000+ trained officers are involved
• Shebakunjo (All services in a single platform)
www.service.portal.gov.bd
'Sebakunjo' is a web platform where citizens can find all required
important information about services provided by public
offices. In addition to the information on services, necessary
information of public offices and other relevant government
web-sites have been linked here.
• Forms Portal (All form in a single platform): 1,400+ forms.
www.forms.gov.bd
• National e-Tathyakosh www.infokosh.gov.bd
• Service innovation fund, ideabank.eservice.gov.bd
• Joyeeta (e commerce platform) ejoyeeta.com
• Use of social media in public service
• e-Purjee, www.epurjee.info
• Digital Mobile court (www.ecourt.gov.bd); pilot
project in 4 districts
• MIS under Digital Court
• Community radio
(www.communityradio.com.bd)
• Digital health service (Mobile health services,
Telemedicine, complain and suggestion through SMS,
Routine Health Information System)
• Call Centre for Agricultural Information (16123)
• Multimedia Agricultural e-Book (www.ais.gov.bd)
• Electronic Money Transfer Service (EMTS): Bangladesh Post
Office.
• eTicketing: Bangladesh Railway-
• Utility bills
• E-service: a new paradigm for business in the Electronic
Environment by ROLAND T. RUST AND P.K. KANNAN.
• Scupola, Ada, Henten, Anders and Nicolajsen, Hanne Westh,
2009. E-Services: Characteristics, Scope and Conceptual
Strengths, International Journal of E-Services and Mobile
Applications, 1(3), 1-16, July-September 2009
• Digital Bangladesh: e-Services for all, Access to Information
(a2i) Programme Prime Minister’s Office, 2016
• e-Governance Initiatives in Bangladesh: Progress and
Prospects. Kazi S.M. Khasrul Alam Quddusi. Journal of Global
Communication. Vol. 8, No. 1, January-June 2015 : 95-103