Bangladesh has been undergoing a significant digital transformation, evident through its various online platforms, mobile applications, digital identity systems, and the increasing array of e-services available. However, a vital aspect of this transformation often overlooked in public policy discussions is the role of digital intermediaries.
Every day, a network of Union Digital Centre (UDC) and Pouro (Municipal) Digital Centre entrepreneurs, along with neighborhood computer shops, play a crucial role in assisting citizens in accessing digital public services. While they are not formally recognized as a unified workforce, collectively, they have become essential to the country’s digital service ecosystem.
From a policy standpoint, tasks like applying for a passport, updating NID details, paying land taxes, obtaining a birth certificate, or enrolling in a government program may seem like separate digital processes managed by different agencies. However, when citizens encounter challenges in completing these tasks, they often turn to their local UDC or a nearby computer services shop for assistance without concerning themselves with the administrative ownership of the platforms. These digital intermediaries have effectively become the de facto centers for digital government services in the country.
Their responsibilities go beyond just processing applications or printing documents. They guide citizens through government procedures, help with document requirements, resolve technical issues, upload digital records, interpret official guidelines, and provide reassurance to applicants who may be unsure or anxious about the process. Digital public services are often complex, involving administrative regulations, legal jargon, and technical systems. Digital intermediaries play a crucial role in simplifying these procedures into manageable steps, making government services more accessible without altering the underlying regulations.
Certain demographics, such as older individuals, those with limited formal education, people unfamiliar with online forms, and individuals with minimal digital experience, often prefer assisted services even when online options exist. Making errors in public service applications can lead to delays, extra costs, or the need for multiple visits to government offices. Seeking assistance from experienced individuals is typically the most reliable and efficient choice. Digital intermediaries not only offer technical support but also instill confidence in applicants.
This aspect of Bangladesh’s digital transformation is frequently underestimated. Digital intermediaries reduce the risk of errors, provide guidance throughout the process, and offer reassurance to citizens. These interactions highlight a crucial feature of Bangladesh’s digital landscape: assisted digital service delivery.
Digital transformation does not eradicate the need for human support; instead, successful digital systems often incorporate self-service platforms alongside assisted options for individuals requiring extra guidance. In Bangladesh, this model of digital transformation has evolved organically rather than through explicit policy directives.
Union Digital Centers were established to enhance citizens’ accessibility to government services and have now become integral to digital public service delivery. The local entrepreneurs not only facilitate transactions but also serve as a vital link between citizens and government institutions.
Additionally, neighborhood computer shops have emerged as another crucial, albeit largely unrecognized, component of the ecosystem. While operating outside the formal public administration structure, these shops frequently facilitate access to government services. They complement official service channels by expanding access, particularly where citizens seek convenience, familiarity, or immediate assistance.
Despite their significant contributions, digital intermediaries are often excluded from policy dialogues. Strategies typically focus on infrastructure, cybersecurity, interoperability, and platform development – all essential aspects. However, minimal attention is given to the individuals ensuring the usability of these systems for the general public.
Acknowledging digital intermediaries would entail recognizing that inclusive digital transformation necessitates diverse pathways to access public services. While some citizens prefer independent online transactions, others rely on trusted assistance. Both approaches should be considered valid outcomes of an inclusive digital ecosystem.
As Bangladesh progresses towards the next phase of digital public services, policymakers should start viewing digital intermediaries not just as service providers but as strategic partners in digital inclusion. Investing in their skills, providing timely procedural updates, enhancing their ability to support citizens, and integrating them more systematically into service design could significantly enhance citizens’ overall experience. Digital transformation is often portrayed as a shift from paper to platform, but perhaps it should be seen as a transition from institutions to people.
