UISC

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A Report on “Union Information

& Service Centre” in BoalkhaliUpazila, Chittagong

2013

BCS Administration Academy

Shahbagh, Dhaka

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Bangladesh Civil Service Administration

Academy (BCSAA)

A Report on the “Union Information & Service

Centre” in Boalkhali Upazila, Chittagong

Submitted to:

Mosammat Hamida Begum

Director (Training) &

Course Director

84th

& 85th

Law & Administration Course

Bangladesh Civil Service Administration Academy

Dhaka.

Submitted by:

Achhiya Khatoon

ID No-16747

Roll No-16

84th

Law & Administration Course

Bangladesh Civil Service Administration AcademyDhaka.

Date of Submission: May 21, 2013

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Acknowledgement

I gratefully acknowledge the all time care and guidance of Ms. Mosammat Hamida Begum,

honorable course Director under whose direction I have endeavoured to accomplish the

given assignment. I cannot but express my heartfelt gratitude to Mr. Md. Aknur Rahman,

respected Course Coordinator for his regular and patience supervision. I am very grateful to

Ms. Dilsad Begum Upazila Nirbahi Officer, Boalkhali for her kind help and guidelines in

facilitating my activities during the period of attachment there. I am also grateful to Mr. Nur

Ali Haider and Ms. Sanchita Barua, enterprenuers of Shakpura UISC for their kind

cooperation. I must admit my indebtedness to the respected Assistant Course Coordinators

for their kind supervision.

Achhiya Khatoon (16747)

Roll No. 16

84th Law and administration Course

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A Report on the “Union Information & Service

Centre” in Boalkhali Upazila, Chittagong

1. 1 Introduction

Today‟s world is shaped by availability of Information and Communication Technology

(ICT). Because global economy is powered by technology, fueled by information and driven

by knowledge. This rapid change demands a dynamic renovation in Bangladesh also. Government of Bangladesh is committed to foster the development activities through the

appropriate use of ICTs, and declared a vision of „Digital Bangladesh‟ by 2021 to ensure

services at peoples‟ doorsteps. Vision 2021 of Digital Bangladesh will need help from both

Public and Private sector an infusion of resources, leadership and ICT centered development

if it is to be made meaningful. Over the last few decades, the world has been shifting from

industrial to knowledge-based societies; the ability of a nation to use and create knowledge

capital determines its capacity to empower and enable its citizens by increasing human

capabilities. Easy access to knowledge, creation and preservation of knowledge systems,

dissemination of knowledge and better knowledge services should be core concerns of the

Digital Bangladesh Vision 2021.

UISC stands for Union Information and Service Centre. Basically, it is an ICT enabled one-

stop service outlet located at Union Parishads of every Union which is the lowest tier of the

local government in Bangladesh. Similar to the „telecentre‟ concept by different private

organizations, the UISC model, however, is unique in the sense that it builds on the concept

of Public Private Partnership (PPP) instead of donation dependant models, and brings govt.

services within reach of every citizen in terms of proximity and cost To materialize the dream

of Digital Bangladesh and to ensure services at people‟s doorsteps using modern technology,Bangladesh with the help of the UNDP launched Union Information and Service Centres in

4,501 Unions across the country to disseminate information and deliver government services

to all citizens.

1.2 Background of UISC

All UISC were inaugurated simultaneously on 11th November, 2010 by Hon‟ble Prime

Minister of Bangladesh and UNDP‟s administrator & former Prime Minister of New Zealand

Ms Helen Clark in order to translate the dream of „Digital Bangladesh‟ into reality. UISCs are

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the „e-Service delivery outlets‟ which initiated a new era in information and service delivery

for rural and marginalized people. With the aim to ensure services at citizens‟ doorsteps,

UISCs are offering various government services, like public examination results, online

university admission, birth-death registration, agricultural & law consultancy, telemedicine,

life insurance; private services, like mobile banking, English learning, computer training,

email, internet browsing and so on. At present 40 lac citizens per month are receiving

services countrywide. 9002 young entrepreneurs are working with 4,501 UISCs and half of

them are women. Entrepreneurs are self-employed and they manage their life with their own

income. Increased entrepreneurial and self-employment activities help UISCs generate a

monthly average income of BDT 3 corer. These hubs of information and services at doorsteps

of local people save their time, energy and money.

UISC emerged from its earlier version known as CeC (Community e- Centre) is a Public

Service Delivery Chanel at union level. In 2007, two Community e-Centre (CeC) was

established as pilot under Democratic Government Thematic Trust Fund (DGTTF) of UNDP.

In early 2008, CeC has been included as a driver project of UNDP supported Access to

Information (a2i) Programme of Prime Minister‟s Office. In 2008, Local Government

Division (LGD) started 30 CeCs in Union Parishad. In line with that, LGD established UISCs

in all Union Parishads of Bangladesh step by step. UNDP supported Access to Information(a2i) Programme of Prime Minister‟s Office plays a catalytic role in this regard. Each UISC

is operated by two local entrepreneurs – one female and one male local youth - who have

invested in the centre, and is supervised by the associated Union Parishad which provides

space and utilities. Union Parishad, or the Local Govt. Division also borne some initial costs

including basic equipments such as a computer, a printer, internet modem and a webcam; the

entrepreneurs are free to install additional facilities keeping pace with business growth.

Entrepreneurs are self-employed, they are not the paid employees of Bangladesh

Government, and they manage their life with their own income. These employment

opportunities created by the UISCs have stimulated thousands more employments in the

country.

Information and Communication Technologies (ICTs) were recognized by the world leaders

as a key development enabler in World Summit on Information Society (WSIS) in Geneva in

2003 and in Tunis in 2005 (Tunis Commitment). In the Poverty Reduction Strategy of the

country called National Strategy for Accelerated Poverty Reduction 2009 (NSAPR-II), ICTs

were similarly identified and given due importance.

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The government‟s „Digital Bangladesh by 2021‟ vision plans to mainstreams ICTs as a pro-

poor tool to eradicate poverty, establish good governance, ensure social equity through

quality education, healthcare and law enforcement for all, and prepare the country for climate

change. Moreover, the government has laid the foundation for an enabling environment with

an actionable ICT Policy 2009, Right to Information Act 2009 and ICT Act 2009. Citizens of

the country irrespective of economic condition, education, race, ethnicity, profession, gender

are connected through network of mobile communications, broadband Internet, audio-visual

media for exchanging information and accessing services.

2. Union Information and Service Centers

Union Information and Services Centers (UISC) are newly established one-stop service

outlets operating at all 4,501 Union Parishads (UP, lowest tier of local government) of the

country. Through use of ICT, UISC is able to bring various types of information related to

government, livelihood and private services to the doorstep of citizens in rural areas. It

ensures services providers and users to save time, cost and has made operations hassle free.

Operating under the Public-Private- Peoples‟ Partnership (PPPP) modality, these centers are

run by local entrepreneurs, hosted by UPs and supported by central administration. UISCs

have enabled citizens to easily and cost effectively access livelihood information and services

that affect their daily lives.

Objectives:

Overall objective: UISCs have been established with an aim to develop the UPs as reliable,

dependable resourceful centres having connectivity among global, national and local

network.

Specific Objectives: To ensure easy access of common people to government and commercial and social

information and services

To create ICT infrastructure at all union parishads and to increase efficiency of union

parishads through prompt delivery of information and other day to day services.

To provide a supportive environment for creation of local entrepreneurs.

To ensure free flow of information for empowering rural community.

To create a vibrant, knowledge-based union parishad.

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2.1 Support and Services provided by UISCs

UISC is a local knowledge centre. These hubs of information and services at doorsteps of

local people save their time, energy and money. Now it has the challenge for the citizens to

carry out the benefits of UISCs and make these sustainable. As a result, UISC will be a centre

of service excellence which will meet hassle free citizen demand by reducing digital divide

between centre and periphery.

UISCs commonly offered three types of services; government services, information services

and commercial services. Government Services, like Online Birth Registration, different

types of government forms, government circulars and notices, online university admission,

examination results, population census data entry, citizenship certificate, citizen charter of

Union Parishad. Information Services, like Agriculture, health, education, law & human

Rights, tourism, environment & disaster management, science & technology, industry &

commerce and employment. All these livelihood information are provided by National e-

Tathyakosh (National e-Content Repository). Commercial services, like m-Banking, life

insurance, English learning, computer training, internet browsing, email, printing, scanning,

compose, photocopy, laminating, data entry, photography, phone call, flexi-load, mobile

ringtone download, video show, video conference, projector rent, passport & visa processing,

height & weight measurement, blood pressure measurement, soil test, arsenic test etc. to

generate income for the entrepreneurs as well as to provide the service at the doorsteps.

Partners of UISC:

In order for UISCs to survive successfully in the long run, support from various govt. and

private organizations is being mobilized through partnerships, these entities not only offer

people oriented services through these centres, some of them also provides hardware

maintenance and other technical support to keep these centres operational. In the forefront of

such partnerships are public and private banks (e.g. Dutch Bangla, Mercantile Bank) –

powered by the upcoming online banking facilities, Life Insurance agency (e.g. Jibonbima),

telecommunications (e.g. Robi, Banglalink), non-govt. organizations (Dhaka Ahsania

Mission, Practical Action) and govt. agencies and projects (e.g. Cabinet Division, Bangladesh

Computer Council). A range of useful services (e.g. British Council‟s English learning) is

available at the union level, and govt. agencies are benefitting by using the UISC

infrastructure and resources for data collection, registration for various schemes, transparent

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beneficiary identification and disbursement of Social Safety Nets allowances, so on and so

forth.

Telecom Industry: Banglalink, Robi.

Financial Institutions: Dutch Bangla Bank, Mercantile Bank, Trust Bank Limited, One Bank

Limited, Bikash Ltd (BRAC Bank).

Education institutions: British Council, Ankur ICT Development Foundation.

Solar energy: IDCOL (Infrastructure Development Company Limited), Climate Change Unit

(Ministry of Environment and Forest).

Insurance companies: Jiban Bima Corporation.

NGOs: Practical Action Bangladesh, Dhaka Ahsania Mission, Swanirvor Bangladesh.

Technical trouble shooting: Bangladesh Computer Council (BCC), Bangladesh Computer

Samity (BCS)

Cyber Cafe Owners‟ Association of Bangladesh (CCOAB).

Figure: Screen shot of UISC Blog

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3. Boalkhali Upazila

As a part of our field attachment, I went to Boalkhali Upazil in Chittagong district under the

direction of the Course management of 84th Law and Administration Course for a 3 days

(from 15 April, 2013 to 17 April, 2013) attachment. During this period of attachment, in

consultation with the Upazila Nirbahi Officer, Boalkhalli Ms. Dilsad Begum, I have visited a

UISC of Shakpura and collected the available information regarding different aspects of the

UISC from two entrepreneurs- Nur Ali Haider and Sanchita Barua, as well as some

beneficiaries. On the basis of my observation and findings as well as the information and data

collected during my attachment following the guidelines given by the Course Management, I

have prepared the following report.

4. Shakpura UISC

Shakhpur UISC has been in operation for last three years and running successfully. The

impact on the community of this UISC is mentionable. For the better service to the people

following accessories and technological tools are provided in this centre:

Desktop Computer -01

Laptop -01

Printer (Laser) -01

Printer ( Color) -01

Scanner -01

Web camera -01

Internet Modem -01

Digital Camera -01

Photocopier machine -01

Multimedia projector -01

Laminating machine -01

Chairs - 08

Table -01

Services delivered though this UISC are:

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Popular Government Services:

• Public examination results

• Online university admission

• Government forms

• Birth and death registration

• Citizenship certificate

• VGD/VGF list

• Government circulars and notices

• Agriculture and health consultancy

• Govt. life insurance

• Services of DC office (35+)

-Development (VGD, VGF, TR, minority welfare, Kabikha, sports & cultural activities,

development of educational institutions)

Revenue (Porcha, khas land distribution, Ashrayon, Non-agricultural land purchase, land

acquisition money, requisition, certificate suit, hat & bazaar, vested property, exchange

property, stamp vendor license, land survey)

-License (C.I Sheet, Cement, Poison, Food grain)

-Complain & remedy (pension, land, family affairs, law & orders)

-Relief & rehabilitation (Donation, grant, GR)

-Certification (marriage, NGO)

-Miscellaneous (Different committee approval, different appointments, dramatical

performance, expatriate welfare, examination matters)

Popular private services:

• Email

• Internet browsing

• Computer training

• English learning of British Council

• m-Banking (Dutch Bangla Bank, Mercantile Bank, Trust Bank, One Bank, bKash limited)

• Photography

• Job information

• Passport processing

• Visa application and tracking

• Service camp

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• Video conference

• Print

• Scan

• Lamination

• Compose

• Photocopy

• Mobile service

• Soil test

• Arsenic test

• Height & weight measurement

• Deed writings

In last month, the service provided through this UISC are printing, providing information

regarding jobs, exam results, e-mail, compose, photocopy, photography, video conferencing,

internet browsing, downloading government forms etc. I collected previous one month‟s

report on the service delivery and respective income information through this UISC. The

average income was taka 1100/day which is noteworthy.

Current Scenario:

Key Findings:

Crucial livelihood information i.e. agriculture, health, law, etc. is easily available on

time near doorsteps of all citizens.

Many new potential government and non-government services being added.

Entrepreneurs started to have their own life.

Entrepreneurs are earning BDT 3 corer per months on average and 45 lac people are

taking services in every month.

Capacity of Union Parishad in prompt service delivery enhanced and closer ties

established among the LG employees, people‟s representatives and citizens

Government officials‟ bureaucratic hegemony reduced. Now a friendly relationship

has been developed among the UISC entrepreneurs and officers local administration

(e.g. DC, ADC, UNO) through the activities of UISC

Government information and services e.g. form collection-submission, tax payment,land record copy collection and so on available near doorsteps of all citizens

http://api.ning.com/files/j8*q2f7R5JWG2jaaDRSNbBq-IXrTODmFxiaO1cOo66fpe2ETlY6LSq8DCQf1tjzJDXE5WVnpxAfwZW9Nke8X4XK4hu1Wy6kq/IMG_3352.JPG

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Convenient Access to a wide range of commercial services from online banking, life

insurance to English language learning ensured.

Online interaction platform uiscbd.ning.com (UISC blog) created

A host of local entrepreneurs, half of which is women, created.

5. The effectiveness of UISCs in delivering services

The following effective impacts have been noticed by this UISC during my visit:

There is an ensured employment generation of the entrepreneurs of UISC

A social mobilization through the ICT has taken place.

Peoples‟ right to know has been ensured

Access to information has been implemented

Services of the government have been taken to be widely circulated

Awareness building of the marginalized society has taken place

Connectivity of the citizen has been ensured

Services have been taken to the doorstep of the citizens

6. Possible outcomes of the project

Remote knowledge hub: The project can be the hub of local knowledge base. In

building a knowledge based society, UISCs can bear the flag and thus the vision 2021

can be implemented.

Social mobilization: Effective social mobilization can function though this project.

Time, energy and money: These hubs of information and services at doorsteps of

local people save their time, energy and money. Now it has the challenge for the

citizens to carry out the benefits of UISCs and make these sustainable. As a result,

UISC will be a centre of service excellence which will meet hassle free citizen

demand by reducing digital divide between core and periphery.

Outsourcing: Outsourcing can be great tools for earning foreign currency by working

for global companies. We have educated population to employ. Trained young

professional s in this regard can play vital role.

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Eradicating poverty: It is a novel idea that the idea of using ICT is itself is a tool for

eradicating poverty. The UISCs have the full potentials to be used as the strong

machinery in poverty reduction, promoting democracy by building awareness in the

peripheral society.

7. The constraints

The constraints for further advancement of the UISCs are:

The improper and interrupted power supply

Low speed internet

Less collaboration from the UP chairmen and UP secretary

Sense of insecurity of the entrepreneurs

Limited scope of access of the people from remote area

Browsing charge is higher (20 Tk. per hour).

Lack of training

Lack of awareness and promotion

Lack of education and ICT knowledge

Problem of understanding English language

Round the clock monitoring of UISCs from the government to the entrepreneurs

It‟s true that no new invention can run only through smooth way; with each new innovation

some new challenges come as well. At present the UISCs are facing the following challenges:

-Electricity problem

-Internet speed is very slow in rural level

-Coordination gap among the Union Parishad Chairman, Union Parishad Chairman and UISC

entrepreneurs.

-Few officers of local administration are not pro-active as well.

-Entrepreneurs‟ dropout rate is high.

-All entrepreneurs‟ technical skills as well as accounting skills are not enough.

-Campaign, mobilization and marketing strategy are not enough.

Steps to Overcome Challenges:

„Digital Bangladesh‟ is the country„s ultimate dream, and it‟s very indispensable for

country‟s national development as well. UISC is an important step to translate this dream into

reality. So, various measures have been taken to meet the current challenges, such as-

o Solar panel has been set up in 1013 UISCs where there was no electricity at all; solar panel

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is also going to set up in heavy load shading UISCs soon

Discussion is going on with different telecommunication companies for improving the speed

of interaction connections at UISCs.

o Various workshops are going on in district and sub-district (upazila) level with the presence

of union parishad chairmen, union parishad secretaries, entrepreneurs and the officers of local

administration to reduce the gaps among them.

o Strong monitoring and follow-up mechanism for local administration is going to establish

from Cabinet Division, Local Government Division (LGD) as well a2i, Prime Minister‟s

Office in order to make the UISC sustainable.

o Entrepreneurs‟ training from local district administration has been started whenever and

wherever needed.

o Advance course on technical issue, accounting, mobilization, communication and

marketing strategy will be addressed soon for UISC entrepreneurs.

8. Suggestions to improve the services of UISCs

The service hours should be increased so that more people can have more service.

There should be a linkage between union land office so that more photo copying

could be done. The overall infrastructure of the broadband connectivity should be well organized

with much more bandwidth so that the monopoly of the telecom companies for the

internet service will be reduced.

Continuous electricity supply should be ensured through generator, solar panel may

be the alternative solution. At the same time electricity back up should be provided in

the UISC.

Awareness and promotion regarding ICT and the UISC should be increased through

mass media with a view to make UISC the main media of government services at

local level.

The entrepreneurs should be provided with long term training and permanent

incentives.

Cooperation and cordial support from the Union Parishad Chairman in this regard

should be needed.

Proper maintenance and monitoring by Upazila administration should be continued.

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9. Overall evaluation of UISCs

The UISCs have been in operation for last three years. Already it has left a permanent

hallmark of success in the service delivery to the citizens who had almost zero level

experience in such style of service delivery. The technology transfer to the common mass is

really working wonder in remotest part of the society where traditional system of service

delivery could not succeed. The UISCs can be the true icon of ICT backed e-governance

through the capacious implementation of information and service delivery system in the

country.

10. Conclusion

The Government of Bangladesh declared Vision 2021 in which the matter of Digital

Bangladesh seems to be the most momentous phenomenon. The inauguration of Union

Information and Service Centre across the country in the union level has opened up the

horizons of opportunities and possibilities of economic growth in the very grass root level of

our society. It was projected that the Union Parishad based information centers, equipped

with computers and wireless Internet, would offer various online and offline services to

people at nominal charge. Yes, the idea proves to be right since the UISCs are working on to

materialize the dream of Digital Bangladesh by serving the rural people using the technology

in many different ways. Needless to say that the advancements of technology hence the

internet backed information and communication technology has appeared to be the lamp of

Aladdin of the Arabian Nights which have the potentiality to ease out the people from cycle

of ignorance and help them making empowered.

UISC is a local knowledge centre. These hubs of information and services at doorsteps of

local people save their time, energy and money. Now it has the challenge for the citizens to

carry out the benefits of UISCs and make these sustainable. As a result, UISC will be a centre

of service excellence which will meet hassle free citizen demand by reducing digital divide

between core and periphery

UISC

Documents

Transcript of UISC