Putting people at the heart of digital public services
Every day, citizens across Bangladesh stand in long queues, fill out forms, and navigate complex systems to access essential public services. Portals time out, instructions are unclear, and many steps still lead back to paper. Women, rural residents, and persons with disabilities face the greatest barriers, often relying on others to complete online tasks that should be simple and empowering.
Recognising these persistent barriers, the E-ffective Governance project aims to turn Bangladesh’s digital progress into real, inclusive access for all citizens.
About the Project
The E-ffective Governance project, funded by the European Union and implemented by the British Council and the e-Governance Academy (eGA) in close partnership with the Cabinet Division and the ICT Division of the Government of Bangladesh, aims to make public service delivery more transparent, responsive, and inclusive.
The project is organised around three interlinked components that together strengthen the country’s digital governance ecosystem:
- Component 1 – Government to Government (G2G): Improving digital interaction and coordination among ministries, agencies, and departments to break down silos and establish an integrated digital infrastructure.
- Component 2 – Government to Employees (G2E): Strengthening public sector employee skills for better organisational performance and service delivery.
- Component 3 – Government to Citizens (G2C): Enhance the quality and accessibility of public services for all.
The British Council’s Role: Citizen Engagement and Co-Design
The British Council leads the citizen engagement and service co-creation work under Component 3. In three pilot districts, the project will co-design and test priority digital services with citizens, local officials, and service providers. Activities include usability testing, inclusive design workshops, and digital literacy initiatives delivered through Youth Digital Ambassadors, District Policy Forums, and local civil society partners.
Expected Results: People-Centred Digital Governance
Component 3 will help deliver measurable improvements in the quality, inclusiveness, and trustworthiness of digital public services. It aims to leave behind empowered local actors, more confident citizens, and a living example of how digital governance can succeed when people are placed at its centre.
