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CASE STUDIES
3561 Bangla Sahayata Kendras time. (b) Enhancement of
have been set up across the e-Literacy at all
state, providing citizens a Drifting from the traditional hierarchical levels in
comprehensive platform for development paradigm, the government, especially
people to interact with the State Government conceived the grassroots; and
government. this 2-fold ICT-driven project
for action-oriented public (c) Enablement of e-
The e-Governance initiative listening. A robust back-end Presence of Government
works on the principle user interface connecting 53 Departments.
of action-oriented public departments at the state level
listening (Figure 1). The with 23 Civil Districts, 6 Police Constant monitoring of
project has already handled Commissionerate, 28 Police progress has resulted in
more than 1.3 million Districts, and 4505 sub-offices re-engineering of existing
grievances online, with at the district level has been processes, deletion of
around 96 percent disposal. developed under constant redundant steps and
Moreover, the project has vigilance and supervision of adoption of more citizen-
helped in reaching to nearly the highest administrative friendly practices initiated
6.0 million people, providing authority in the State. With by concerned departments
them with livelihood options emerging technologies as sometimes. Sometimes,
including food, shelter, and a backbone, this e-Gov however, they were
travel assistance during the initiative has significantly spearheaded by the Office of
COVID-19 pandemic. reduced service-delivery time the Hon’ble Chief minister,
and has greatly enhanced ushering in necessary
More than what statistics the government’s regulatory changes in both policy and
reveals, the project continues capabilities. The project has implementation frameworks.
to enjoy its status as a seminal also successfully executed the The ICT-driven innovation
government initiative, flexible catalytic role in: has made it possible for the
enough to adapt to the government machinery to
changing needs of the people (a) ICT infrastructure reach out to the citizens who
as well as government’s development across the might have been excluded
willingness to prioritize province; so far from the development
public welfare from time to process. It is a scalable and
replicable model that offers
Fig 1: e-Governance Module for action-oriented listening
opportunities for other
governments seeking to
improve the quality of life
of their citizens, ensuring
positive impact and outcomes
in their lives.
The web application
has enabled a person to
lodge grievances with
ease anywhere and anytime
(24x7) following the whole
of government and whole of
society. Citizens can lodge a
64 HUDCO-HSMI Publication
