Achievements, Challenges and Lessons from the …...Achievements, Challenges and Lessons from the...

Achievements, Challenges and Lessons from the G2C Project, an e-Governance Initiative of Bhutan

Tshering Cigay Dorji, PhD

June 2014

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Copyright © June 2014. QED Group. Permission is granted for reproduction of this file, with attribution to QED Group.

Achievements, Challenges and Lessons from the G2C Project, an e-Governance Initiative of Bhutani

About the AuthorTshering Cigay Dorji has a Masters and Ph.D in computer engineering (informatics) from the University of Tokushima, Japan, plus Master of Management from the University of Canberra, Australia, and over 14 years’ combined experience in programming, teaching, information system design, database administration, research and senior level management in the corporate sector. His first degree was B.E. Electrical Engineering (First Class Honours) from the University of Wollongong, Australia, awarded in December 1999. He currently works as the Chief Operating Officer of Thimphu TechPark Pvt. Ltd

AcknowledgementsThis study is an extension of the initial research carried out as part of the author’s policy report submitted to the University of Canberra in January 2014 in partial fulfilment for the award of Masterof Management degree. The author wishes to express his gratitude to the University of Canberra for the guidance for the initial research and to the QED Group, Bhutan Foundation and International Repuplican Institute for their support in bringing out this updated report.

The views expressed here are those of the author and should not be attributed to the Thimphu TechPark, University of Canberra or the funders.

About the Author/Acknowledgements

Achievements, Challenges and Lessons from the G2C Project, an e-Governance Initiative of Bhutaniii

Executive SummaryThis research is the first independent study of the Government to Citizen (G2C) Project (G2C 2010), the first major e-Government initiative of Bhutan, that was undertaken as one of the activities under the ‘Accelerating Bhutan’s Socio-Economic Development’ (ABSD) program started in 2009 (GNHC 2010). The two phases of the G2C Project costing about USD 1 Million started in June 2010 and ended in June 2013. The objective of the G2C Project was to deliver the 200 plus Government services to the citizens ranging across 10 Ministries, 12 agencies and 20 Dzongkhags in the fastest and most efficient way and had the following three key aspirations:

• Provide every citizen access to a variety of government to citizen services within a maximum of one day’s reach of his location

• Reduce the turn-around time by 70% of G-C services and allow citizens to file their complaints and issues

• Achieve the best-in class ratio of civil servants employed in G2C services to population

Since about 70% of Bhutan’s population live in rural areas, the G2C services are made accessible to the rural people through the Community Centres (CCs). The Government has built 185 Community Centres at a cost of Nu 280.7 Million (Rinzin 2012). As of 6 June 2014, 131 CCs reportedly had access to the Internet. The operation and management of the CCs is outsourced to Bhutan Post for the first five years at a cost of Nu. 28 Million (approx. USD 0.56 Million) (Dorji G. K. 2013). The Government launched the first set of 62 G2C Services from 23 CCs connected to the Internet on 29 December 2011 (BBS 2011). As per the final simplified list of 159 G2C Services, 82 services are available through CCs, 45 through Govt. departments or agencies and 32 from anywhere with Internet connection.

Positioning the G2C Project as a case study in the broader framework of the adoption of Information and Communication Technologies (ICTs) to improve the delivery of public services by the Royal Government of Bhutan, this study has been carried out by collecting primary data through interviews and surveys of key stakeholders such as some key members of the G2C Project Team, Software Developers, Citizens (users of G2C services), CC Operators and Service Providers (relevant Government officials) and analyzing secondary data available in official documents and media reports. Analysis is carried out using theoretical frameworks such as the Technology Acceptance Model (Davis 1989, Venkatesh & Davis 2000, McFarland and Hamilton 2006), resistance to change (Del Val & Fuentes 2003, UWM 2014), De Bruijn’s (2006) perverse effect of performance measurement and Higgins’ 8S Model of strategy implementation (Higgins 2005) in coming up with the findings on the achievements, challenges, lessons learnt and recommendations.

Our initial surveys conducted in November 2013 and the follow up interviews with the key stakeholders including the CC operators conducted in June 2014 reveal that only 17 out of the 159 G2C services are used so far by the citizens our surveys covered directly or indirectly. Only nine out of 76 people (11.84%) surveyed in Thimphu had used at least one G2C service other than application for Security Clearance. 6 of the 13 govt. officials interviewed felt that the G2C project had decreased

Executive Summary

Achievements, Challenges and Lessons from the G2C Project, an e-Governance Initiative of Bhutan iv

their workload or had the potential to do so when fully implemented, and all the citizens who had used a G2C service felt that it was an improvement over the conventional mode of public service delivery. Despite the implementation challenges and slow adoption rate, the G2C Project has helped put in motion the e-government initiatives in Bhutan.

This study has come up with some key findings and recommendations which we hope would help improve Bhutan’s future e-Government initiatives as the Government has plans to not only improve the existing

Executive Summary

Achievements, Challenges and Lessons from the G2C Project, an e-Governance Initiative of Bhutanv

ContentsAcknowledgements ...................................................................................................................... i

Executive Summary ...................................................................................................................... iii

Table of Contents .......................................................................................................................... v

Glossary and Abbreviations .......................................................................................................... vi

1. Introduction .............................................................................................................................. 1

1.1Background on the adoption of ICTs for development in Bhutan ....................................... 1

1.2 Introduction of the G2C Project ......................................................................................... 2

1.3Objectives of the study ....................................................................................................... 3

2. Literature Review...................................................................................................................... 4

3. Methodology of Study .............................................................................................................. 5

3.1 Research methodology ...................................................................................................... 5

3.2 Sampling procedure ........................................................................................................... 5

4. Data Analysis ............................................................................................................................ 6

4.1Data received from G2C Project Team ................................................................................ 6

4.2Data received from the Manager of Community Centres ................................................... 7

4.3Analysis of the survey results of Community Centre Operators ......................................... 7

4.4 Analysis of rural users interviewed ................................................................................... 10

4.5 Analysis of responses from urban residents ...................................................................... 12

4.6 Analysis of responses from Government officials .............................................................. 13

4.7 Analysis of Secondary Data from official press releases and news reports ........................ 15

5. Summary of Key Findings ......................................................................................................... 17

5.1 Key achievements .............................................................................................................. 17

5.2 Achievements of the three key aspirations of the G2C Project .......................................... 17

5.3 Challenges .......................................................................................................................... 18

5.4 Lessons learnt and recommendations ............................................................................... 19

6. Conclusion ................................................................................................................................ 20

References .................................................................................................................................... 21

Appendix 1 ................................................................................................................................... 25

List of G2C Services (G2C 2010) .................................................................................................... 25

Appendix 2 ................................................................................................................................... 31

Tools, Technology and License for G2C ......................................................................................... 31

Contents

Achievements, Challenges and Lessons from the G2C Project, an e-Governance Initiative of Bhutan vi

Glossary and Abbreviations11FYP – 11th Five Year Plan (2013 – 2018)

ABSD – Accelerating Bhutan’s Socio-Economic Development

BBS – Bhutan Broadcasting Service

BR – Birth Registration

CC – Community Centre, used interchangeably with Community Information

Centre

CIC – Community Information Centre, used interchangeably with Community

Centre

COS – Committee of Secretaries

CT – Census Transfer

DCSI – Department of Cottage and Small Industries

DITT – Department of Information Technology and Telecom

Dzongkhag – District (Bhutan has 20 Dzongkhags).

G2B – Government to Business

G2C – Government to Citizen

G2G – Government to Government

Gewog – An administrative division of a district which consists of a few villages grouped

together. Bhutan has 205 Gewogs.

GG Unit – Good Governance Unit under Gross National Happiness Commission

GNHC – Gross National Happiness Commission, the apex planning body of the Royal

Government of Bhutan

Gup – The elected head of a Gewog

HIV – Household Information Viewing

MoIC – Ministry of Information and Communications

MTL – Micro-trade license

RAA – Royal Audit Authority

RFP – Rural Firewood Permit

RICBL – Royal Insurance Corporation of Bhutan Limited

RTP – Rural Timber Permit

SC – Security Clearance

Glossary and Abbreviations

Achievements, Challenges and Lessons from the G2C Project, an e-Governance Initiative of Bhutan1

1. Introduction1.1 Background on the adoption of ICTs for development in Bhutan

The process of planned modern development in Bhutan began with the first Five Year Plan in 1961 under the visionary leadership of His Majesty the Third King of Bhutan. Road constructions began soon after and the first rudimentary telecommunications network was set up in 1963 with India’s assistance. In 1970, the Royal Government of Bhutan established the Ministry of Communications with two departments: the Department of Telecommunications and the Department of Civil Wireless. But it was not until 1984 that Bhutan‘s first link with the outside world was established, with an analogue microwave link from Thimphu to Hasimara in India (Dorji T.C. 2010).

Bhutan’s first modern telecommunication network connecting all the major towns of Bhutan was established with implementation of the National Telecommunications Development Plan (NTDP) between 1991 and 1998 with Japanese assistance. People in Thimphu could call their relatives in Trashigang for the first time in September 1993 when the first phase of the project was completed. When the NTDP implementation was finally completed in June 1998, Bhutan had for the first time a national telecommunications network that linked together the head offices of all the 20 Dzongkhags (Dorji T.C. 2010).

The Internet and television were introduced into Bhutan for the first time on 2 June 1999, coinciding with the Silver Jubilee celebration of the golden reign of His Majesty the Fourth Druk Gyalpo (Dorji T.C. 2011b). To improve the effectiveness and efficiency of telephone and Internet service delivery, the Department of Telecommunications was transformed into a wholly state-owned corporation called Bhutan Telecom Limited (BTL) in July 2000.

BTL successfully introduced the cellular phone services for the first time in Bhutan in November 2003 under the brand name ‘BMobile’. With the aim of liberalising the market and allowing healthy competition, the government licensed Tashi InfoComm Limited (TICL) on 6 October 2006 as Bhutan‘s first private mobile operator though a competitive bidding process.Presently, BTL and TCL have coverage of all the Dzongkhags and almost all the villages of Bhutan. As of 2012, it was estimated that Bhutan with a population of about 720,000 had 535,000 mobile subscribers, 27,600 fixed phone line subscribers and 20,000 fixed internet line subscribers (Budde.com 2012).

In keeping with the proactive role it has played in harnessing the power of ICTs for development, the Government has provided financial subsidies to the two operators through the ‘Rural GSM Project’ to take mobile coverage to the remote villages (Dorji, T.C. 2011a). Likewise, the Government is presently undertaking the National Broadband Master Plan Implementation Project (DITT 2014) to connect all the 20 Dzongkhags and 205 Gewogs through fibreoptic cables. As of June 2014, 18 Dzongkhags are connected through OPGW (Optical Ground Wire) fibres and the remaining 2 Dzongkhags plus 187 Gewogs are connected with ADSS (All Dielectric Self Supporting) fibres. The government has also undertaken a Nu. 2 Billion ICT capacity building project called Chiphen Rigpel (Zangpo 2014) and built around 185 Community Centres for information access and service delivery.

Achievements, Challenges and Lessons from the G2C Project, an e-Governance Initiative of Bhutan 2

With all such infrastructure firmly in place, the Government is now keen on taking e-Government initiatives such as the G2C Project to the next level.

1.2 Introduction of the G2C Project

The history of computing in government organizations can be traced back to the beginnings of computer history though the term e-Government emerged in the late 1990s (Grönlund and Horan 2004). e-Government did not take long to pick up speed, and by the turn of the century, e-Government initiatives had become a policy priority with governments around the world (Von Haldenwang 2004). Gartner (2013) projected that the worldwide Government IT spending would reach USD 449.5 Billion in 2013.

In 2009, the first democratically elected Government of Bhutan adopted the “Accelerating Bhutan’s Socio-Economic Development” (ABSD) program by engaging an international consultancy firm, McKinsey & Co. at a cost of USD 9.1 Million with the following three objectives (GNHC 2010):

• Improving the efficiency and effectiveness of public services• Generating a substantial portion of the employment target of the Tenth Five Year Plan• Enabling and Managing Change to ensure real and sustained impact

The Government to Citizen (G2C) Project (G2C 2010) was one of the key initiatives under the ABSD program. The key objective of the G2C project was to deliver the 200 plus Government services to the citizens ranging across 10 Ministries, 12 agencies and 20 Dzongkhags in the fastest and most efficient way. The 3 key aspirations of this project are:

• Provide every citizen access to a variety of government to citizen services within a maximum of one day’s reach of his location

• Reduce the turnaround time by 70% of G-C services and allow citizens to file their complaints and issues

• Achieve the best-in class ratio of civil servants employed in G-C services to population

In order to implement the G2C Project, a cross-sectoral project team was set up under the direction of a Project Director who reported to an e-Governance Council comprising the Committee of Secretaries. The e-Governance Council was responsible for monitoring the performance of the G2C project and its end to end implementation (GNHC 2010).

The G2C Project (www.g2c.gov.bt) which is estimated to have cost about USD 1 Million in total started in June 2010 and ended in June 2013. The G2C software platform and applications were developed by the consortium of two companies – one from Bhutan and one from India, after winning the work through a competitive bidding process. By the end of Phase 1 of the project in May 2012, 88 G2C services were implemented. In Phase 2, which started in June 2012 and ended in June 2013, 71 services were implemented, taking the total number of services successfully implemented to 159. As per the final simplified list of G2C Services given in Appendix 1, there are 82 services which are available through the Community Centres (CCs), 45 services through Govt. departments or agencies


and 32 services which are accessible to anyone with Internet connection.

Since about 70% of Bhutan’s population live in rural areas, the G2C services are made accessible to the rural people through the Community Centres (CCs) which are equipped with Internet-ready computers, digital cameras, scanners, photocopiers and printers. “The government chose Bhutan Post to operate and manage the CCs for a period of five years, and has provided them with a subsidy of Nu. 28 Million (approx. USD 0.56 Million) to develop a sustainable business model” (Dorji G. K. 2013). The Government launched the first set of 62 G2C Services from 23 CCs connected to the Internet on 29 December 2011 (BBS 2011). So far, the Government has built 185 CCs at the cost of Nu 280.7 Million (approx. USD 5.6 Million) (Rinzin 2012). According to the Department of IT & Telecom, 131 CCs have access to the Internet as of June 2014.

After the project came to an end on 30 June 2013, the task of providing continued technical support and overseeing the various G2C applications developed by the G2C Project has been taken over by the Application Division of the Department of IT and Telecom. This is reflected in the G2C Governance and Reporting structure (DITT 2013) given in Figure 1. The Department of IT and Telecom is currently trying to improve the G2C services through a project entitled Public Service Delivery (PSD) Project (DITT 2014) that would also look at automating G2B (Government-to-Business) and G2G (Government-to-Government) services.

Reflecting the present Government’s support for e-Government initiatives, the ‘e-Government System’ document (RGOB 2013) states, “Good governance is a key pillar of GNH and it is desirous that effective, accountable and transparent administrative process within the government is further enhanced through the use of ICT”.

1.3 Objectives of the study

The objectives of this study are as follows:

• To position G2C Project as a case study in the broader framework of the adoption of ICTs to improve the delivery of services to the public by the Royal Government of Bhutan.

• To analyze the achievements, challenges and lessons learnt from the G2C Project by collecting primary data through interviews of key stakeholders such as the Project Team, Software Developers, Citizens (users of G2C services), CC Operators and Service Providers (relevant Government officials).

• To analyze secondary data collected from official documents, press releases and public news media.

• To come up with the lessons learnt and recommendations for future as the present Government has plans to not only improve the existing G2C Services but also expand them in the 11th Five Year Plan (DITT 2013a, Kuensel 2013).


Figure 1. G2C Governance and Reporting structure as per the e-Government Master Plan 2013 (DITT 2013a).

Figure 2: Picture of how the inside of a Community Centre (CC) looks (Photo by Mr. Kezang, Infoage Consulting, Thimphu, Bhutan)


2. Literature ReviewAccording to Grönlund and Horan (2004), the term e-Government emerged in the late 1990s. By the turn of the century, e-Government initiatives had become a policy priority with Governments around the world (Von Haldenwang 2004). Like other developing countries, Bhutan has joined the e-Government bandwagon with the ambitious G2C Project started as an initiative under the Accelerating Bhutan’s Socio-Economic Development (ABSD) program in 2010 (Wangchuk 2010, Dorji, S. 2012).

In his master’s thesis submitted on 18 July 2012, Dorji S. (2012) has researched Bhutan’s G2C Project (G2C 2010) which was an ongoing project at that time as a case study. He has warned that the project may not be able to achieve its goals because of the issues at the implementation level despite the strong commitment at the ministerial and secretarial levels. This is the only independent study on G2C Project that we came across so far besides the media reports analysed in Section 4.7. However, his study was done before the project was completed and hence does not contain any analysis of achievements and lessons learnt. Miyata (2011) has studied the impact of computerization of vehicle registration in Bhutan on efficiency and governance. But that was an e-Governance initiative implemented before the G2C Project.

Various frameworks for evaluating e-Governance projects have been developed. For instance, Madoson (2005) uses Amartya Sen’s notion of ‘Capabilities’ as an evaluative space for e-Governance assessment. Panopoulou et al. (2008) has developed a framework for evaluating the web sites of public authorities while Sakowicz (2003) examines different methodologies and methods for evaluating e-Government. However, it was observed that these generic frameworks and models would not be useful for coming up with an impact assessment and evaluation specific to Bhutan’s G2C Project. Therefore, this research is based on a set of research questions, and analysis is done using theoretical frameworks such as the Technology Acceptance Model (Davis 1989, Venkatesh & Davis 2000, McFarland and Hamilton 2006), resistance to change (Del Val & Fuentes 2003, UWM 2014), De Bruijn’s (2006) perverse effect of performance measurement and Higgins’ (2005) 8S Model of strategy implementation.

Studies have indicated that many e-Government initiatives in developing countries fail to achieve their desired objectives (Dada 2006). The high failure rate of e-Government projects in developing countries has been attributed to the fact that a vast majority of them are based on imported concepts and designs which have their origin in developed countries (Heeks 2002). Despite this, according to the United Nations (2012), many countries have initiated e-Government projects and are in various stages of providing online services. The United Nations’ e-Government Readiness report (United Nations 2012) ranks Republic of Korea at the top while Bhutan is ranked at 152 and its position is unchanged from the 2010 survey.


3. Methodology of Study3.1 Research methodology

This research has been conducted mainly on the basis of primary data collected through surveys and interviews of relevant stakeholders conducted towards the end of 2013. An analysis of secondary data from official documents and media reports also shed useful light on the outcome of the G2C Project. Analyses are backed by relevant theoretical frameworks. A follow up survey was then conducted in June 2014.

We developed three sets of questionnaires: one for the citizens, the users of G2C Services, one for the 23 CC Operators of CCs with Internet Connectivity, and one for the service providers, the Govt. officials.

3.2 Sampling procedure

Table 1 shows the sample selection and interview procedures used in this research.

Table 1: Sample selection and interview procedures used in this research

Sample Sample Selection Procedure Mode of Interview

G2C project Team

Key people of the G2C Project Team Face to face interview and exchanges of mails.

Manager of CCs Manager of CCs at Bhutan Post Interview over phone and mails.

Rural Citizens Convenience sampling of the heads of 20 rural households in the villages of Mongar Gewog and Trashigang Gewog in Eastern Bhutan. The 20 respondents were selected randomly using Microsoft Excel Randbetween function from over 50 contacts shared by the Gups (Elected head of Gewog) of the two Gewogs.

Given that the villages of Bhutan are scattered among the rugged mountainous terrain and the limited time available for the project, we interviewed the respondents by phone.

Urban Citizens A convenience sample of 76 urban citizens living in Thimphu were selected and interviewed.

The surveys were conducted face to face by the surveyors.


CC Operators All 23 CC Operators who were managing the 23 Community Centers with Internet Connection as of September 2013

Since the 23 community centres with the Internet Connection are scattered all over Bhutan, it was not possible for us to visit all of them and interview one by one. Except for one CC that we visited, the remaining 22 CC Operators were surveyed through phone.

Service Providers

Convenience sample of 13 government officials from 13 different government agencies

Survey by meeting face to face and asking to them to fill up a questionnaire.


4. Data Analysis4.1 Data received from G2C Project Team

According to the G2C Project Team, the usage statistics of G2C Services applications between 1st March 2011 and 30th June, 2013 are as given in Table 2. This was received on 17th October 2013. Table 2. Overall usage statistics of G2C services between 1 March 2011 and 30 June 2013.

Sl. No. Name of service No. of applications received % of total

Birth Registration 16,676 33.77

Census Transfer 5,838 11.82

New CID/ SRP Issuance 7,035 14.24

Rural Timber Permit 2,107 4.27

Micro Trade Registration Certificate 1,492 3.02

Online Submission and Selection of Scholarships 1,285 2.60

Registration of Tertiary Students 337 0.68

Passport Issuance 14,617 29.60

Total 49,387 100%

When asked why some of commonly used services like Security Clearance was not included, the official said, “Security clearance and Audit clearance systems are the initiatives of the agencies themselves and we provided technical support in terms of HR capacity and infrastructure”.

Our follow-up survey in June 2014 revealed that the Department of IT & Telecom is trying to

improve the G2C services through a project titled Public Service Delivery (PSD) Project (DITT 2014), but the DITT officials admitted that there was no change in the number of G2C services used by the people between November 2013 and now.


4.2 Data received from the Manager of Community Centres Table 3 below lists the number of G2C services applied for through the Community Centres between January 2013 and June 2013. This data was received on 21 October 2013 from an official of Bhutan Post responsible for managing the community centres.

Table 3. Usage statistics of G2C services from the Community Centres between January and June 2013.

Agency Service No. of applications % of Total

a. DCRC Birth registration 442 76.21

b. DCRC Census transfer 3 0.52

c. DCRC Death registration 25 4.31

d. DoT Micro trade license 20 3.45

e. DoFPS Rural timber permit 60 10.34

f. DoFPS Permit for flag pole,,fencing pole,,firewood 0 0.00

g. DoFPS Removal of forest produce from private land 0 0.00

h. DCRC Security clearance 30 5.17

TOTAL 580 100%

In our follow up interview with the same official in June 2014, she said that there was no change in the number of G2C services used by the people through the CCs. She said that only four services are commonly used – birth registration, rural timber permit application, death registration and application for micro-trade license. However, she said that the number of CCs with internet connection has risen to 113, which is lower than the DITT official’s report of 131 CCs with Internet connectivity.

4.3 Analysis of the survey results of Community Centre Operators

All 23 CC Operators who were managing the 23 Community Centers with Internet Connection as of October 2013 were interviewed. According to the 7th ABSD quarterly joint review by the Cabinet and Committee of Secretaries held on 11th May 2012, “23 Community Centers with 62 Government to Citizen Services was launched in December 2011” (GNHC 2012). Some important findings from the interview of 23 CC Operators is summarized in Table 4.


As per the final simplified list of 150 G2C Services given in Appendix 1, there are 82 services which are available through CCs, 45 services through Govt. departments or agencies and 32 services which are accessible to anyone with Internet connection. In order to avail G2C services through a CC, an applicant (citizen) comes to a CC with all relevant documents. The CC scans the supporting documents and makes the application for a service through the G2C e-Governance platform on behalf of the applicant. The application then goes to relevant authorities, for instance to the Chief Forestry Officer in case of Rural Timber Permit and to the District Census Officer and the relevant official in the Department of Civil Registration in case of Birth Registration, who have to approve the application. Once the approval is granted, the CC operator issues the permit or confirms the birth registration. The CC operator charges a nominal fee for their service. However, they are not yet authorized to collect any applicable fees payable to the Government for the service.

Table 4. Important findings from the interview of 23 CC Operators of the 23 CCs with Internet Connectivity as of October 2013.

Description Number Percentage

No. of CC Operators interviewed 23 100%

No. of CC Operators who has not given any G2C service 3 13.04%

No. of CC operators who feel that delivering service through CCs is faster than how it used to be before 23 100%

No. of CC operators who said that the online G2C application system is user-friendly 20 86.96%

No. of CCs that can be reached within one day by all the citizens in the Gewog it is meant to serve 23 100%

No. of CC Operators who feel that there is a lack of awareness among the people about G2C Services 20 86.96%

Total No. of people served by 23 CCs as of November 1,587

Average number of people served by a CC between December 2011 to November 2013 (22 months) 69

No. of G2C Services provided from the CCs so far 7 7 out of 82 services = 8.24%


The following are the only G2C services that the CC Operators have rendered so far.

SC – Security clearanceMTL – Micro-trade licenseBR – Birth RegistrationRTP – Rural Timber PermitRFP – Rural Firewood PermitCT – Census TransferHIV – Household Information Viewing

The community centres are also providing other services like:

Photocopying serviceScanning servicePrinting servicesInternet access and email serviceInsurance premium collectionComputer training for studentsPlayground learning station

Main challenges listed by CC Operators:

1. Internet connectivity issues2. Server and application errors3. Taking too long for authorities to approve applications submitted online4. Lack of proper training for the CC operators on how to use the system.5. Power is not a major issue in most places, except for a few places like Bumthang.

When asked how reliable the Internet connectivity is, one of the CC Operators replied “Very unreliable. Last year we had broadband and was supposed to be replaced with fibre optic but is yet to happen. No internet for quite some time.” Another CC Operator added, ‘Birth registration has 7 -8 pages of forms to scan and submit online while rural timber permit has 7-8 pages of forms to submit. It takes ages to process this application with very slow internet”.

When asked why people do not come to avail G2C services through CCs, a CC operator replied, “Lack of awareness, electricity breakdown, internet connectivity problem, etc;” Another CC Opeator added, “Dzongkhag and gewog office gives free photocopying service while we take Nu. 5 per page. So people feel it is expensive”.

This is what one of the CC Operators had to say, “Not a single one came to use G2C services. Except for security clearance”.

From the CC in Khaling, there was only one application for birth registration besides few applications for Security Clearance. The CC Operator said that the birth registration took 4 months to get approval from higher authorities.


One CC Operator said, “Most people come to me for micro-trade license application. But I could not register as I didn’t get User ID for the G2C system. So I informed my group leader. Now, I got my user id since two weeks back, but the micro-trade license application system is not working”.

How useful the CC is for the community they are meant to serve is totally dependent on how active and responsible the CC Operator is. We found that some CCs are proving very useful to the community because they are manned by very active and responsible CC Operators. The opposite is the case with many other CCs.

My follow-up interview with the CC operators in June 2014 found that there was neither improvement nor increase in the number of G2C services used by the people.

Figure 3. Picture of newly recruited Community Centre (CC) Operators at the induction course in June 2012 (BBS 2012).

4.4 Analysis of rural users interviewed

A convenience sample of the heads of 20 rural households in the villages of Mongar Gewog and Trashigang Gewog in Eastern Bhutan were interviewed. Some of the important findings from this survey is summarized in Table 5 and Table 6.


Table 5. Important findings from the interview of 20 rural citizens


No. of rural people interviewed 20 100%

No. of people who own a computer at home 0 0%

No. of people having no formal education 20 100%

No. of people who said they never heard of G2C service 10 50%

No. of people who never used any G2C services 14 70%

No. of people who has used at least one G2C service 6 30%

No. of people who reported that they think that an initiative like G2C services to ease availing services is a good idea

20 100%

No. of people who are able to reach a community centre (located near the Gewog Administration Office) within less than 6 hours

20 100%

No. of G2C Services used by the people interviewed

5 (Rural timber permit, birth registration,

rural firewood permit, application for citizenship

ID Card and security clearance)

Table 6. Analysis of G2C services used by rural people


No. of people interviewed 20 100%

No. of people who responded that they have used at least one G2C service 6 30%

No. of people who have applied for rural timber 350% of those

who used a G2C service


No. of people who have applied for rural firewood 467% of those

who used a G2C service

No. of people who have applied for birth registration 233% of those

who have used a G2C service

No. of people who have applied for security clearance 233% of those

who have used a G2C service

No. of people who feel it is better than the old way of providing services 6 100%

No. of people who accessed the services through Community Centre 6 100%

Two respondents have suggested that all services related to census and land transactions should be made easier and faster through online G2C services. Two users said that more awareness should be raised about the G2C services and that the Govt. should monitor how the services were being delivered by different stakeholders.

All users said that CC Operators help them with service and vital information which the villagers are not aware of. All users said that sometimes, the Gup and Mangmi (Assistant Gup) are not in office. At that time, the CC Operators are helpful in giving some of the services.

One of the respondents said, “Birth registration has become very easy. I just had to pay Nu. 30 as fees. Even for rural timber permit, there was a lot of running around to do before. Now it has become much easier”.

The following are the only G2Cservices availed so far by the six rural people through the Community Centre:

• Rural Timber Permit• Rural Firewood Permit• Security clearance• Birth registration• Application for Citizenship ID Card• In addition, they have also used non-G2C services like photocopying and getting passport

photograph printed.


4.5 Analysis of responses from urban residents

A convenience sample of 76 urban citizens living in Thimphu were interviewed. Out of these, 35 were female and 41 were male. From the interview, it was found that 62 participants out of 76 (81.57%) had heard about G2C services but only nine people out of 76 (11.84%) had used at least one G2C service other than security clearance. Including security clearance, 51 out of 76 (67.11%) had used at least one G2C service. It was also found that a significant number of respondents think that services like internet banking as G2C service.

Tables 7 to 9 show the demographic composition of the 76 respondents. The actual findings of the usage of G2C services by 51 respondents in Table 10 show that about 98% of them have actually used only security clearance.

Table 7. Age composition of respondents

Age (in Years) No. of Participants % of total

< 18 5 6.76

18-24 19 25.68

25-34 34 45.95

35-44 11 14.86

45-54 5 6.76

> 55 0 0

Total 74 100

Note: 2 participants did not provide age data

Table 8. Distribution of respondents by occupation

Occupation No. of Participants % of Total

Unemployed 10 13.51

Private Co. 22 29.73

Civil Service 24 32.43

Business 6 8.11

Other 12 16.22

Total 74 100%

Note: 2 participants did not provide occupation data. Majority of participants who provided their Occupation as Other are students.


Table 9. Distribution of respondents by education background

Education No. of Participants % of Total

None 3 3.95

Primary 10 13.16

High School 31 40.79

University 32 42.11

Total 76 100%

Table 10. Analysis of G2C services used by the respondents

Service (Used) No. of Participants % of Total (51) who have used at least one service

Security Clearance 50 98.04

Job Portal – Job search and online registration of job seeker and posting profiles

3 5.88

Audit Clearance 4 7.84

Trade License 3 5.88

Census 1 1.96

Forest Clearance 1 1.96

Firewood Permit 1 1.96

License Change 1 1.96

Labor Net - 1 1.96

Other Observations:

A majority of the participants who have used the services feel that it’s an improvement over the older/offline method of delivering the service. The primary benefit of the G2C services is the lesser amount of time taken in receiving the service. The time taken (turnaround time) for receiving the services is between few hours to 3 days.

A majority of the participants have accessed G2C services from a computer at home, office or an internet-café. A small minority has accessed the services from a CC. Most of the participants have used the G2C service only 1 or 2 times.


Other services (Currently Offline), which the participants feel should be, included in future G2C project are – water bill payment, doctor appointment, school admissions, electricity bill payment, telephone/internet bill payment, e-voting and parking fee collection.

4.6 Analysis of responses from Government officials

We interviewed 13 Government officials involved in providing G2C services from relevant departments and agencies. Table 11 lists the summary of responses received from them.

Table 11. Summary of responses received from the 13 Government officials interviewed

Respondent No.

Department/Agency How successful is G2C Project? (out of 10)

Technical challenges

Changes Reduction in manpower?

1. National Land Commission

10 limited no. of technical persons (ICT)

Reduction in manpower

20%

2. Scholarship Information Management System

5 Auto notification at times does not work

Easy registration (no need to visit office), Correct data available

No changes, in fact has increased Data manger’s workload

3. Agriculture Services (Department of Agriculture)

3 Internet connectivity in most of the locations

Can’t say as it is still in pilot phase

May reduce when formally implemented


6 Students can’t reapply once their application gets rejected

Saved time for students and service providers as well

Has definitely increased workload

5. Issuance and renewal of driving license

8 Nil Reduced paper work

No changes in manpower

6. Issuance of Lagthram (Land ownership certificate)

10 limited no. of technical persons (ICT)

Has reduced cost and manpower requirement as well

20%

7. Land Acquisition and Substitution

8 Lack of technical know how

Efficient working environment

Has reduced manpower requirement



5 System error from time to time and slow net connectivity

Convenient report generation

No changes

9. Issuance of Passport 6 Sometimes server down

Has made convenient to apply

No changes

10. Vehicle Registration 7 Few Reduced manpower requirement

30%

11. Issuance of Citizenship ID Card

7 No, very much user friendly

Working procedure has changed completely

Nil

12. Rural Timber Allotment

8 Lack of trained staff

Reduced paper work

Same as of now

13. Trade & Industry License Services

5 Poor ICT infrastructure at regional offices

Accessible at community level, reduced turnaround time

Work of 3 persons can be done by 1 alone now

Average rating 6.76

Table 12 summarizes some important observations on how many officials think that the G2C Project has helped reduce workload (Manpower requirement).

Table 12. Significant observations from the interview of Government officials

Description Number % of Total

Average rating for how successful the officials think G2C Project has been in their organisations 6.76 out of 10

No. of officials who believe that G2C Project has helped reduce workload (manpower requirement)

5 38.46

No. officials who believe that workload (manpower requirement) has increased due to the G2C Project

2 15.38

No. of officials who believe there is no change in workload (manpower requirement)

6 46.15


Some important observations:

• Two officials both working in the National Land Commission have given a rating 10 out of 10 for user-friendliness for the system.

• Five of the 13 officials surveyed said that the G2C project has helped to reduce their workload and one said that it has the potential to reduce workload when fully implemented. Two said that it has actually led to increase in workload while six officials said that it has remained the same. An official from the regional trade and industry office said, “The workload of three persons have been now reduced to workload of one person because the same system can verify, process and approve the same application” An official from the Department of Forestry said, “Staff strength is likely to reduce in future as the system has all records without having to dig out past records from register”.

• Some of the officials interviewed said that it has become easier for them to generate reports• Technical problems like server problems, software bugs and slow internet connectivity are the

major challenges listed by the officials. An official from the National Land Commission said, “G2C has been more promising since its inception. It has a long way to go to attend most successful stage since its introduction is still at infancy”. A data manager added, “If the system works smoothly without slowdown of server, it will surely make our work easier”.

Challenges listed by Government officials interviewed:

• Server problems• Lack of sufficient training in using the system• Poor ICT infrastructure in regional offices• Slow internet connectivity• Lack of skilled IT professionals to troubleshoot problems• Technical problems and bugs in the software applications

4.7 Analysis of Secondary Data from official press releases and news reports

In May 2010, Bhutan Observer (Pelden 2010) quoted the then Communications Minister Lyonpo Nandalal Rai as saying that out of 110 G2C services identified, about 20 to 25, which are most important to people, would be operational by June 2011 when the fibre optical broadband network and one-stop shops would go nationwide. But it was not until December 2011 that the services could be launched. Bhutan Broadcasting Service (BBS 2011), the national TV and Radio station, reported that Prime Minister Jigmi Y. Thinley launched the G2C Services from the Community Centre in Eusu Gewog, Haa on 29 December 2011. On the same day, the government launched 23 such CCs and 62 G2C services.

The 6th ABSD Off-site Update to Media held on 25 November 2011 reported that 80 community centres were completed, of which 23 community centre had access to the Internet (GNHC 2011). The 7th ABSD quarterly joint review by the Cabinet and Committee of Secretaries held on 11th May 2012 reported, “23 Community Centers with 62 Government to Citizen Services was launched in December 2011” (GNHC 2012).


The media have been fairly quiet on the G2C Project for nearly a year since its launch. Then in the the Kuensel issue of 28 December 2012, Rinzin (2012) reports, “G2C Project officials said there were not many people taking advantage of the services offered. This was attributed to a lack of awareness about such a facility among villagers.” She quoted the Project Director of G2C Project as saying, “Of the 37 services available online, most availed only 17 services, like civil registration, forestry and community permits”. The report added that the Project Director agreed that “more awareness among the community was needed to make use of services available at the community centres”.

Pokhrel (2013) reported in March 2013 that “two of the community centres offering G2C online services in Samdrupjongkhar remain underutilized, more than a year of being launched”. The report added, “Citizens never turned up to inquire about it, nor availed one service of about 32 public services, which have been put online”. CC operator Hari Maya Gurung was quoted as saying that not a single person had come to the centre to inquire about the services they provide.

In the Kuensel issue of 11 March 2013, Dorji G.K (2013) reported, “non-availability of frequently used public services on the G2C (government to citizen) online platform is the reason behind its low utilisation by rural communities”. It was also pointed out in the same news report that the “lack of a legal framework and clear cut guidelines between Bhutan Post and the government is impeding G2C service delivery through CCs, and has actually lengthened the time taken to avail some public services, instead of shortening it”. The report also quoted a DITT official as saying that 131 CCs would be connected to the internet by the end of March 2013. In reality, according to the manager of CCs at Bhutan Post, even as of 13th January 2014, only 63 CCs out of 176 operational CCs are connected to the Internet.

The e-Government Master Plan (DITT 2013a) released in May 2013 laments, “Currently, less than 20 of the 89 deployed e- Services are functioning”.

The harshest criticism on the G2C project came with the release of the Royal Audit Authority’s Audit Report in November 2013 which claimed that the quality of services McKinsey and Co. provided for the ABSD was not commensurate with the amount paid (Dorji T. 2013a, Lamsang 2013). The audit report also highlighted that the CCs were established without pre-requisites, such as optical fibre services and manpower, because of which the facilities remain underused. According to Lamsang (2013), “A key ABSD initiative was the Government-to-Citizen (G2C) services to provide online public services. However, RAA found that the lack of adequate awareness programs has hampered the success of the G2C services as the public still rely on the normal procedures to get their work done. Some of the procedures are also very tedious and people resort to the earlier system of using the post.”

The Kuensel (Dorji T. 2013b) issue of 9th December 2013 quoted Prime Minister Tshering Tobgay as saying, “It appears that most of the services (G2C services) aren’t reaching to the intended people, in an intended manner. Therefore we need to improve the whole system.”


5. Summary of Key Findings5.1 Key achievements

Firstly, our study revealed that the following 17 G2C services are in use by the citizens as shown in Table 13.

Table 13. List of 17 G2C services used by the citizens

Security clearanceBirth RegistrationDeath registration Census TransferNew CID/ SRP card issuanceHousehold Information ViewingPassport IssuanceRural Timber PermitRural Firewood Permit

Micro Trade Registration CertificateChange of business licenseJob Portal – for job searchJob Portal –online registration of job seekerAudit ClearanceLabor NetOnline Submission and Selection of Scholar-shipsRegistration of Tertiary Students and BSA mem-bers

The following are the key achievements of G2C Project:

• Almost all the citizens who have used the services feel that it’s an improvement over the older/offline method of delivering the service. The primary benefit of the G2C services is the lesser amount of time taken in receiving the service.

• 6 of the 13 govt. officials interviewed felt that the G2C project has decreased their workload or has the potential to do so when fully implemented.

• As the first large scale e-Government project, the G2C Project helped put in motion the larger e-government initiatives in Bhutan. Subsequently, the government has come up with the e-Government Master Plan (DITT 2013a) and the e-Government System document (RGOB 2013).

5.2 Achievements of the three key aspirations of the G2C Project

• Provide every citizen access to a variety of government to citizen services within a maximum of one day’s reach of his locationThis can only be achieved when most of the 159 G2C services are available from all the 205 CCs in 205 Gewogs. As of June 2014, according to DITT officials, 131 CCs are connected to the Internet, but our random survey of some of the CCs revealed that they offer no additional services from what they used to offer when the first survey was conducted at the end of 2013. Also, G2C services are currently available from only a small percentage of the CCs.


• Reduce the turnaround time by 70% of G-C services and allow citizens to file their complaints and issuesThose who have used G2C services reported that the turnaround time has been reduced in most cases, but in some cases it has also lengthened as reported by CC Operators and by Dorji G. K (2013). According to CC operators, the service is delayed mainly because the higher authorities take too long to grant approval to the applications. For instance, birth registration application has to be approved at two levels – at the Dzongkhag and then at the Department of Civil Registration, MoHCA.

• Achieve the best-in class ratio of civil servants employed in G2C services to populationOnly 5 out of 13 civil servants (38.46%) interviewed believe the G2C Project has helped reduce manpower requirements. and one said that it has the potential to reduce workload when fully implemented.

5.3 Challenges

The following are some of the major challenges faced by the G2C Project:

• Eight out of 13 civil servants (61.54%) interviewed believe the G2C Project has not helped reduce manpower requirements. 2 of the 13 civil servants believed that it had actually increased their workload. The problems they face in using the G2C system include server problems, lack of sufficient training in using the system, poor ICT infrastructure in regional offices, slow internet connectivity, and the lack of skilled IT professionals to troubleshoot problems.

• The CC Operators listed Internet connectivity issues, server and application errors, authorities taking too long to approve applications submitted online and the lack of proper training for them on how to use the system as the main challenges. Some CC operators reported that they could give provide G2C services because they had not been given user id and password to login to the G2C system.

• The level of adoption of the G2C Services by the citizens is dismally low. Our surveys and interviews revealed that only 10.69% (17 out of the 159 G2C Services) have been used so far. The average number of people served by a CC between December 2011 and November 2013 (22 months) is only 69. That means, the average number of people served by a CC per month is only 3. Only 11.84% (9 out of 76) of urban residents surveyed had used at least one G2C service other than security clearance while 30% (6 out of 20) of rural people surveyed had used at least one G2C service. The e-Government Master Plan (DITT 2013a) released in May 2013 laments, “Currently, less than 20 of the 89 deployed e- Services are functioning”. The same state of affairs has been reflected in various media reports (Rinzin 2012, Dorji G. K. 2013, Pokhrel 2013, Dorji T. 2013a, Lamsang 2013).

• Most of the people who had used a G2C service said that it was faster and easier compared to earlier mode of service delivery. However, in some instances, the service delivery time had rather lengthened as Dorji G. K. (2013) reported that the “lack of a legal framework and clear cut guidelines between Bhutan Post and the government is impeding G2C service delivery


through CCs, and has actually lengthened the time taken to avail some public services, instead of shortening it”. Likewise, some CC Operators interviewed also pointed out that they are not able to deliver the services in time as the higher authorities take too long to approve the online applications.

• Technology Acceptance Model (Davis 1989) suggests that the acceptability of an information system is determined by two main factors: perceived usefulness and perceived ease of use. Perceived usefulness is defined as being the degree to which a person believes that the use of a system will improve his performance. Perceived ease of use refers to the degree to which a person believes that the use of a system will be effortless. How do these apply to G2C Services? The survey reveals that all citizens who are aware of the services and all CC Operators interviewed perceive the G2C services as useful. On the other hand, among the Government officials interviewed, only 38.46% (5 out of 13) actually felt that the G2C system helped reduce their workload. As for ease of use, the CC operators as well as the Government officials listed a host of problems starting from internet connectivity problems, server problems, application errors and the exceptionally long time taken to get approval of applications from higher authorities. So, there is no doubt why the level of adoption of G2C services is quite low now.

5.4 Lessons learnt and recommendations

1. Delivering services through the G2C platform brings about a big change in the existing process and procedures. Therefore, people resist such changes for many reasons (Del Val & Fuentes 2003). UWM (2014) lists the following reasons: the reason for the change is unclear, the proposed users have not been consulted about the change and it is offered to them as an accomplished fact, the change threatens to modify established patterns of working relationships, the communication about the change, timetables, personnel, monies, etc., has not been sufficient, and the change threatens jobs, power or status in an organization. Many of these reasons are true for why G2C Project has not been so successful in its implementation. The civil servants are the most important people to make the G2C Project successful. Steps should be taken to motivate them to adopt the new procedures of working to make the G2C services successful.

2. De Bruijn (2006 p. 17) warns that an organisation may increase its output in accordance with the criteria for performance measurement though this may have negative significance from a professional perspective. This form of strategic behaviour is sometimes called ‘gaming the numbers’. From the media reports and primary data collected, it becomes clear that the G2C Project has focused more on automating as many services as possible and operationalizing as many Community Centres as possible rather than focusing on institutionalizing the changes that implementing G2C services entail and making a real impact on the ground. 159 G2C Services have been automated and 185 Community Centres have been built. But only about 17 services have actually been used by the people. Most people are not even aware of the existence of the G2C services. It would be better to focus on a smaller number of services that have high demand from the people and make these services as user-friendly as possible. For instance, Online Security Clearance and Audit Clearance implemented before the G2C Project by the agencies concerned based on demand have had much higher adoption rates as compared to the G2C services.


3. Higgins’ (2005) 8S Model of strategy implementation which is based on the McKinsey Seven S’s proposed in 1982 (Peters and Waterman, 1982 cited in Higgins 2005) argues that the seven contextual ‘S’s—strategy and purposes, structure, systems and processes, leadership style, staff, resources and shared values—must all be aligned for strategic change to be successfully implemented. Applying this to the implementation of G2C Project which is a big strategic change in the delivery of public services, we find that the 8 S’s are not properly aligned. Very little or no effort has been made to align the staff (civil servants and their attitude), organizational structure (no changes in structure made to reflect the change in processes) and systems and processes with the new strategy and purpose. As Dorji S. (2012) suggests, the presence of sound policy and strong government commitment at the top is not matched by the equivalent institutional capacity at the implementation level to operationalize the policy objective. For instance, already CC Operators complain that the higher authorities are not approving the applications filed in time. This is a case of not aligning the 8 S’s. Going forward, aligning the 8 S’s would be crucial for the G2C services to gain near full scale adoption and usage.

4. Lack of awareness about the G2C services by the citizens has come out very strongly in both the primary data collected through surveys as well as in the secondary data in the form of news reports. Therefore, the Government would need to step up its awareness campaign about the G2C services.

5. As suggested in the e-Government Master Plan 2013 (DITT 2013a), efforts should be made to make the G2C services anywhere, anytime (including on mobile platforms). Presently, only 32 out of 159 G2C services 32 services which are openly accessible. The rest can be availed only through the CCs or a Govt. agency.

6. The required legal frameworks, data security on the Internet and privacy of personal information should also be given due consideration.

7. The way forward for making G2C Services a success is spelled out on pages 49 and 50 of the e-Government Master Plan 2013 (DITT 2013a p. 49-50), along with recommended G2C Governance and Reporting structure as shown in Figure 1. The roadmap looks practically sound. However, the challenge would lie in actually implementing it unless we draw on the lessons learnt from the past and do not repeat the mistakes.


6. ConclusionThis is the first independent study of the G2C Project, the first major e-Government initiative of Bhutan. As of 6th June 2014, an official from DITT reported that 131 out of 185 CCs had access to the Internet. As for the adoption rate of G2C Services and its impact, our surveys and follow-up interviews with the stakeholders including the CC operators revealed that only 17 out of the 159 services are used even as of June 2014. The e-Government Master Plan (DITT 2013a) released in May 2013 laments, “Currently, less than 20 of the 89 deployed e- Services are functioning”. Only nine out of 76 people (11.84%) surveyed in Thimphu had used at least one G2C service other than application for Security Clearance. The average number of people served by a CC between December 2011 and November 2013 (22 months) is only 69. That means, the average number of people served by a CC per month is only 3. Our study also revealed that there is a serious lack of awareness among the people about the G2C Services. Overall, the G2C Project has miles to go before it can achieve its three key aspirations. However, despite the implementation challenges, it has been observed that the project has made an impact in setting Bhutan’s e-Government plans in motion in a big way and raising people’s expectation. Most people who have used a G2C Service feel that it has made availing services faster and easier.

This study has come up with some key findings and recommendations. Since the Government has plans to not only improve the existing G2C Services but also expand them in the 11th Five Year Plan (DITT 2014; DITT 2013a, Kuensel 2013), it is hoped that these findings and recommendations would be helpful in some ways to improve our future e-Government initiatives.


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41. Rinzin, Y. C. 2012, ‘Set up, but not yet much in use’, Kuensel, 28 December 2012, viewed 20 December 2013, <http://www.kuenselonline.com/set-up-but-not-yet-much-in-use/#.UtPIXu2n5Ms>

42. RGOB 2013, e-Government System, Royal Government of Bhutan, Ministry of Information and Communications, Viewed 4 June 2014, <http://www.dit.gov.bt/sites/default/files/page/2013/09/egovernment_system_10991.pdf>

43. Sakowicz, M. 2003, ‘How to evaluate E-Government? Different methodologies and methodes’, In Eleventh NISPAcee Annual Conference.

44. United Nations 2012, United Nations E-Government Survey 2012: E-Government for the people. New York: United Nations Department of Economic and Scoial Affairs. viewed 20 August 2013, <http://unpan1.un.org/intradoc/groups/public/documents/un/unpan048065.pdf>

45. Venkatesh, V., & Davis, F. D. 2000, ‘A theoretical extension of the technology acceptance model: four longitudinal field studies’, Management science, 46(2), pp. 186-204.

46. Von Haldenwang, C. 2004, ‘Electronic government (e-Government) and development’, The European Journal of Development Research, 16(2), pp. 417-432.

47. Wangchuk, S. 2010, ‘Taking it to the people’, Kuensel. viewed 20 December 2013, <http://www.kuenselonline.com/2011/?p=14436>

48. Waterman, R.H. 1982, ‘The seven elements of strategic fit’, Journal of Business Strategy, Winter, pp. 71.

49. Zangpo, T. 2014, ‘An Account Of The Nu 2 Bn Chiphen Rigpel Project’, The Bhutanese, 16 May 2014, Viewed 22 June 2014 <http://www.thebhutanese.bt/an-account-of-the-nu-2-bn-chiphen-rigpel-project/>

References

Appe

ndix

1Li

st o

f G2C

Ser

vice

s (G2

C 20

10)

Min

istr

yDe

part

men

tSl

.no

Nam

e of

Ser

vice

1st p

hase

G2C

se

rvic

es

Dept

. of C

ivil

Regi

stra

tion

& C

ensu

s(DC

RC)

CCO

pen

Agen

cy/D

zong

khag

/G

ewog

Onl

ine

Min

istry

of H

ome

and

Cultu

ral

Affai

rs(M

oHCA

)

Depa

rtm

ent o

f Civ

il Re

gist

ratio

n an

d Ce

nsus

(DCR

C)1

Birt

h Re

gist

ratio

n1

1

2Du

plic

ate

Birt

h Ce

rtific

ate

11

3Fi

rst T

ime

CID/

SRP

Card

Issu

ance

11

4Re

plac

emen

t of C

ID/S

RP C

ard

11

5De

ath

Regi

stra

tion

11

6Du

plic

ate

Deat

h Ce

rtific

ate

11

Appe

ndix

129

7Ce

nsus

Tra

nsfe

r (In

ter/

intr

a Dz

ongk

hag

& In

ter G

ewog

)3

3

8N

ame/

DoB

Cha

nge

11

9Ce

nsus

Upg

rade

/Dow

ngra

de1

1

10N

atur

aliza

tion/

Regu

lariz

ation

11

11H

ouse

hold

Info

rmati

on1

1

12Ci

tizen

Indi

vidu

al In

fo R

eque

st1

1

13Is

suan

ce o

f Nati

onal

ity D

ocum

ent

for

Min

ors

11

14Ch

ange

of C

itize

n In

form

ation

11

15Ch

ange

of S

pous

e In

form

ation

11

16Ch

ange

of H

ead

of H

ouse

hold

11

Appe

ndix

130

17N

ation

ality

Doc

umen

t Ser

vice

11

Depa

rtm

ent o

f Cul

ture

(D

oC)

Min

istry

of H

ome

and

Cultu

ral

Affai

rs(M

oHCA

)De

part

men

t of

Cultu

re(D

oC)

18Ap

prov

al fo

r Con

stru

ction

of

Relig

ious

Stru

ctur

e1

1

19Ap

prov

al fo

r Ren

ovati

on o

f Re

ligio

usSt

ruct

ure

11

20Se

arch

for M

onum

ent

11

Bure

au o

f Law

and

Ord

er

(BLO

)

Min

istry

of H

ome

and

Cultu

ral

Affai

rs(M

oHCA

)Bu

reau

of L

aw a

ndO

rder

(BLO

)

21Ap

prov

al fo

r Exp

losiv

e Pu

rcha

se1

22Ap

prov

al fo

r Exp

losiv

e De

stru

ction

1

23Ap

prov

al fo

r Exp

losiv

e Tr

ansf

er1

24Ex

plos

ive

Purc

hase

at A

genc

ies

1 Appe

ndix

131

25Ex

plos

ive

Usa

ge R

epor

ting

1

Depa

rtm

ent o

f Pr

otoc

ol(D

oP)

Min

istry

of

Depa

rtm

ent o

f26

Issu

ance

of P

asss

port

11

Depa

rtm

ent o

f Ag

ricul

tur(

DOA)

Min

istry

of

Agric

ultu

re a

nd

Fore

st(M

oAF)

Depa

rtm

ent o

fAg

ricul

ture

(DoA

)27

Mac

hine

Rep

air a

nd M

aint

enan

ce

Serv

ice

1

28Fa

rm M

echa

niza

tion

Serv

ice

1

29M

achi

ne In

stal

latio

n Se

rvic

e1

30Pl

ant P

rote

ction

Ser

vice

1

31Pl

ant P

rote

ction

On-

dem

and

Serv

ice

1

32Pe

st R

epor

ting

Serv

ice

1 Appe

ndix

132

33So

il Se

rvic

e1

34Su

pply

See

d Se

edlin

g Fe

rtiliz

er

Serv

ice

1

Depa

rtm

ent o

f Liv

esto

ck

Min

istry

of

Agric

ultu

re a

ndFo

rest

(MoA

F)De

part

men

t of

Live

stoc

k(Do

LS)

35In

put S

uppl

y of

Liv

esto

ck1

36In

put S

uppl

y of

Fee

d &

Fod

der

1

37An

imal

Hea

lth1

Depa

rtm

ent o

f Fo

rest

and

Par

k Se

rvic

es(D

oFPS

)

Min

istry

of

Agric

ultu

re a

nd

Fore

st(M

oAF)

Depa

rtm

ent o

f Fo

rest

and

Par

k Se

rvic

es(D

oFPS

)

38Ru

ral T

imbe

r Per

mit

11

39fir

ewoo

d Pe

rmit

11

40N

on-w

ood

Fore

st P

rodu

cts

Perm

it1

1

Appe

ndix

133

41Pe

rmit

for R

emov

al O

f For

est

Prod

ucts

from

Priv

ate

Land

11

Depa

rtm

ent

of C

ottag

e an

d Sm

all S

cale

In

dust

ries(

DCSI

)

Min

istry

of

Econ

omic

Aff

airs

(MoE

A)

Depa

rtm

ent

of C

ottag

e an

d Sm

all S

cale

In

dust

ries(

DCSI

)

42

Issu

ance

of S

mal

l & C

ottag

e Sc

ale

Indu

stria

l Lic

ense

s fo

r 42

loca

tion

clea

ranc

e ex

empt

ed a

ctivi

ties

and

othe

rne

w a

ctivi

ties.

1

43

Rene

wal

of S

mal

l & C

ottag

e Sc

ale

Indu

stria

l Lic

ense

s fo

r 42

loca

tion

clea

ranc

e ex

empt

ed a

ctivi

ties

and

othe

rne

w a

ctivi

ties.

1

44Is

suan

ce o

f Dup

licat

e In

dust

rial

licen

se1

45Ch

ange

of L

icen

ce1

46Re

voke

Lic

ence

1

47Ca

ncel

latio

n of

Indu

stria

l lic

ense

1

48Is

suan

ce o

f Lic

ence

for 1

7 De

lega

ted

Activ

ities

1

Appe

ndix

134

49Re

new

al o

f EC

1

Depa

rtm

ent o

f Tr

ade(

DoT)

Min

istry

of

Econ

omic

Aff

airs

(MoE

A)

Depa

rtm

ent o

fTr

ade(

DoT)

50M

icro

Tra

de R

egist

ratio

n1

1

51M

icro

Tra

de R

egist

ratio

n Re

new

al1

52Is

suan

ce o

f Dup

licat

e M

icro

Tra

deRe

gist

ratio

n Ce

rtific

ate

1

53Re

tail

Trad

e Li

cenc

e Is

sue

11

54Re

tail

Trad

e Li

cenc

e Re

new

al1

55Ca

ncel

latio

n of

Ret

ail T

rade

Li

cens

e1

56Is

suan

ce o

f Dup

licat

e Re

tail

Trad

e lic

ense

1

57W

hole

sale

Tra

de L

icen

ce Is

sue

11

Appe

ndix

135

58W

hole

sale

Tra

de L

icen

ce R

enew

al1

59Ca

ncel

latio

n of

Who

lesa

le T

rade

Li

cens

e1

60Is

suan

ce o

f Dup

licat

e W

hole

sale

Tr

ade

licen

se1

61O

wne

rshi

p Tr

ansf

er in

lice

nses

1

62Es

tabl

ishm

ent N

ame

Chan

ge1

63Lo

catio

n Ch

ange

1

64U

pgra

datio

n an

d do

wn

grad

ation

of

sca

leof

bus

ines

s.1

65Im

port

Hou

se R

egist

ratio

n1

66Is

suan

ce o

f Im

port

Lic

ense

1

67Is

suan

ce o

f lett

er fo

r Har

d Cu

rren

cy1

Appe

ndix

136

Depa

rtm

ent o

f In

dust

ry(D

oI)

- Ind

ustr

y De

velo

pmen

tDi

visi

on

Min

istry

of

Econ

omic

Aff

airs

(MoE

A)

Depa

rtm

ent o

fIn

dust

ry(D

oI)

68FD

I Pro

ject

App

rova

l1

69M

ediu

m &

Lar

ge D

omes

tic P

roje

ctAp

prov

al1

70Is

suan

ce o

f FDI

& o

ther

med

ium

&

larg

ein

dust

ries

licen

ses

1

71Re

new

al o

f FDI

and

oth

er M

ediu

m

and

Larg

e In

dust

ry L

icen

ses

1

72Du

plic

ate

Lice

nce

1

73Ch

ange

of L

icen

ce1

74Re

new

al o

f EC

1

75Co

mpa

ny N

ame

Sear

ch1

1

76Co

mpa

ny N

ame

Rese

rvati

on1

Appe

ndix

137

77N

ew C

ompa

ny re

gist

ratio

n1

78Co

mpa

ny N

ame

Chan

ge1

79Su

bmiss

ion

of Q

uart

erly

In

form

ation

(Indu

stry

Info

rmati

on S

yste

m)

1

Drug

Reg

ulat

ory

Agen

cy(D

RA)

Auto

nom

ous

Agen

cies

Drug

Reg

ulat

ory

Agen

cy(D

RA)

80Re

gist

ratio

n of

Com

pete

nt P

erso

n1

81Re

new

al o

f Com

pete

nt P

erso

n1

82Re

gist

ratio

n O

f Med

ical

Pro

duct

s1

83Re

new

al o

f Med

ical

Pro

duct

s1

84Te

chni

cal A

utho

rizati

on1

85Re

new

al o

f Tec

hnic

al

Auth

oriza

tion

1

Appe

ndix

138

86Ch

ange

of T

A De

tails

/Mar

ket

Auth

oriza

tion

Hol

der

1

87Im

port

Aut

horiz

ation

for D

rug

1

88Ex

port

Aut

horiz

ation

for D

rug

1

2nd

Phas

e G

2C

Serv

ices

641

25

Roya

l Aud

it Au

thor

ity

Roya

l Aud

itAu

thor

ity

Roya

l Aud

itAu

thor

ity (F

ollo

w-

up D

ivisi

on)

89Au

dit C

lear

ance

Sys

tem

11

Roya

l Bhu

tan

Polic

e

Roya

l Bhu

tan

Polic

eRo

yal B

huta

n Po

lice

90Se

curit

y Cl

eara

nce

syst

em1

1

Nati

onal

Pen

sion

&

Prov

iden

t Fun

d (N

PPF)

Nati

onal

Pen

sion

&

Prov

iden

t Fun

dN

PPF

91Pe

nsio

n Cl

aim

s fo

r Mem

ber

Retir

emen

t1

Appe

ndix

139

Appe

ndix

140

92Pe

nsio

n Cl

aim

s fo

r Mem

ber

Disa

bilit

y1

93Pe

nsio

n Cl

aim

s fo

r Sur

vivi

ng

Fam

ily1

94Pe

nsio

n Cl

aim

s fo

r Orp

han

1

95Pe

nsio

n Cl

aim

s fo

r Dep

ende

nt

Pare

nt1

96N

on-R

emar

riage

Cer

tifica

te/

Oth

ers

1

Bhut

an C

ounc

il fo

r Sch

ool

Exam

inati

ons a

nd

Asse

ssm

ents

(BCS

EA)

Min

istry

of

Educ

ation

Bhut

an C

ounc

il fo

r Sc

hool

Exa

min

ation

an

d As

sess

men

t97

Issu

ance

of d

uplic

ate

exam

inati

ondo

cum

ents

11

98Is

suan

ce o

f re-

plac

emen

t do

cum

ents

11

99Is

suan

ce o

f Eng

lish

lang

uage

pr

ofici

ency

certi

ficat

e1

1

100

Publ

ishin

g cl

ass

X an

d XI

I ex

amin

ation

Resu

lts1

1

101

Cler

ical

Re-

chec

k of

pap

ers

11

102

Serv

ice

char

ge c

alcu

lato

r1

1

Depa

rtm

ent o

f Adu

lt &

Hi

gher

Edu

catio

n (

DAHE

)

Min

istry

of

Educ

ation

Depa

rtm

ent o

f Ad

ult

& H

ighe

r Edu

catio

n

103

Onl

ine

subm

issio

n an

d se

lecti

on

ofsc

hola

rshi

p1

1

104

Paym

ent o

f sch

olar

ship

fees

/ sti

pend

11

105

Regi

stra

tion

of te

rtiar

y st

uden

ts

and

BSA

mem

bers

11

106

Reim

burs

emen

t of f

ees

11

107

Subm

issio

n of

aca

dem

ic

tran

scrip

ts1

1

108

Man

agem

ent o

f BSA

Pro

posa

ls1

1

Cons

truc

tion

Deve

lopm

ent B

oard

(CDB

)

Appe

ndix

141

Min

istry

of W

orks

an

d H

uman

Se

ttle

men

t

Cons

truc

tion

Deve

lopm

ent B

oard

109

Regi

stra

tion

of n

ew c

ontr

acto

r1

110

rene

wal

of C

DB C

ertifi

cate

1

111

upgr

adati

on o

f con

trac

t lic

ense

1

112

nam

e, o

wne

rshi

p an

d lo

catio

n ch

ange

of

cont

ract

ors

1

113

regi

stra

tion

of a

rchi

tect

s1

114

Rene

wal

of A

rchi

tect

1

115

Issu

ance

of D

uplic

ate

CDB

certi

ficat

e1

116

Canc

ella

tion

of C

DB C

ertifi

cate

1

117

regi

stra

tion

of c

onsu

ltant

1

118

addi

tion

of c

ateg

ory

for

cons

ulta

nt1

Appe

ndix

142

119

Regi

stra

tion

of s

peci

alize

d tr

ade

1

120

Addi

tion

of c

ateg

ory

for

cont

ract

ors

1

Depa

rtm

ent o

f Em

ploy

men

t

Min

istry

of L

abou

r an

d H

uman

Re

sour

ces

Depa

rtm

ent o

fEm

ploy

men

t12

1O

nlin

e re

gist

ratio

n of

job

seek

er

and

posti

ng p

rofil

es1

1

122

onlin

e re

gist

ratio

n of

em

ploy

ers

11

123

Job

Posti

ng1

1

124

Onl

ine

sele

ction

of p

oten

tial

empl

oyee

s1

1

125

Man

agem

ent o

f Nati

onal

Em

ploy

ee b

yem

ploy

er1

1

126

Job

Appr

oval

by

Empl

oym

ent

Offi

cer

11

127

Job

Sear

ch a

nd A

pply

11

Appe

ndix

143

128

Man

agem

ent o

f tra

inin

gs1

1

Depa

rtm

ent o

f Lab

our

Min

istry

of L

abou

r an

d H

uman

Re

sour

ces

Depa

rtm

ent o

fLa

bour

129

Issu

ance

of F

resh

Wor

k pe

rmit

11

130

Issu

ance

of A

dditi

onal

wor

k pe

rmit

11

131

Appr

oval

of F

orei

gn W

orke

r Re

crui

tmen

tag

ent a

nd la

bour

offi

cer

11

132

Resu

bmiss

ion

of A

pplic

ation

11

133

Fore

war

ding

of A

pplic

atio

for L

RC(L

abou

r Rec

ruitm

ent c

omm

ittee

)1

1

134

Rene

wal

of w

ork

perm

it1

1

Thro

mde

y

Min

istry

of W

orks

an

d H

uman

Se

ttle

men

tTh

rom

dey

135

Build

ing

Cons

truc

tion

11

Appe

ndix

144

136

Issu

ance

of B

uild

ing

Occ

upan

cyce

rtific

ate

11

137

new

wat

er li

ne c

onne

ction

11

138

wat

er p

ipel

ine

shift

ing

11

139

wat

er p

ipel

ine

mai

n sh

iftin

g (N

EW)

11

140

Disc

onne

ction

and

reco

nnec

tion

of w

ater

(NEW

)1

1

141

repl

acem

ent o

f wat

er m

eter

(N

EW)

11

142

Upg

rada

tion

/ dow

nsiz

ing

of

wat

erco

nnec

tion

capa

city

(NEW

)1

1

143

sew

er c

onne

ction

to m

ain

sew

er

line

11

144

vaca

nt ta

nker

ser

vice

s1

1

145

Onl

ine

grie

vanc

e m

anag

emen

t1

1

Appe

ndix

145

146

man

agem

ent o

f per

sona

l gr

ieva

nces

11

147

auto

mati

on o

f misc

ella

neou

s fu

nctio

ns o

fH

uman

Res

ourc

e gr

oup

11

148

City

Lib

rary

11

Depa

rtm

ent o

f En

gine

erin

g Se

rvic

es

Min

istry

of W

orks

an

d H

uman

Se

ttle

men

t

Depa

rtm

ent o

fEn

gine

erin

gSe

rvic

es14

9Co

nstr

uctio

n ap

prov

al fo

r bui

ldin

g1

150

Publ

ishin

g of

Bhu

tan

Stan

dard

Ra

tes

1

Nati

onal

Hou

sing

Deve

lopm

ent

Corp

orati

on L

imite

d

151

Onl

ine

subm

isssio

n an

d se

lecti

on

ofH

ousin

g Al

lotm

ent a

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Appendix 2Tools, Technology and License for G2C

Component Type Component/Platform Name Development Version

Development Platform J2EE JDK 1.6.22

Database MySQL Enterprise Edition MySQL Community Edition 5.1.53

(MySQL CE is license to GPL ): http://www.gnu.org/licenses/old-licenses/gpl-2.0.htmlMySQL Enterprise Edition: Oracle provides its MySQL database server and MySQL Client Libraries under a dual license model designed to meet the development and distribution needs of both commercial distributors (such as OEMs, ISVs and VARs) and open source projects. Comparisons are in Appendix section A.

Application Server JBOSS Application Server Community Edition

JBOSS Application Server Community Edition 5.0.1.GA

ESB WSO2 WSO2 CE

Single Sign On CAS CAS 3.0.7

Portal Framework Liferay Portal Liferay 5.2.3 CE

LDAP Server Open DS Open DS 2.2.0

CMS Alfresco Alfresco 3.4 C

(LGPL License) http://www.gnu.org/licenses/

lgpl-2.1.txt

Web Server Apache Web Server Apache HTTP Server 2.2.17

(Apache License) http://www.apache.org/

licenses/LICENSE-2.0.

MVC Platform Struts Struts 1.3.10

Appendix 2




Web Service Engine AXIS AXIS 2.0



Document Repository Alfresco Community Edition 3.3

Alfresco Community Edition 3.3.0(g286)

(GPL License + FLOSS Exception): http://www.

alfresco.com/legal/licensing

Comparaisons of various licences are in Appendix

section C.

UI Scripting Framework JQuery jQuery 1.4.2

(GPL License): https://github.com/jquery/jquery/blob/master/

GPL-LICENSE.txt

Reporting Solution Jasper Report Jasper 3.7.2iReport 3.7.4

(Eclipse private license) http://www.eclipse.org/

legal/epl-v10.html

Operating System Cent OS Cent OS 5

Appendix 2

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