G2C of­fice launched Ekaasel

Bhutan Times - - Home - Deki Lha­zom

With the launch of ekaasel, an on­line plat­form meant to help cit­i­zens to file their com­plaints, griev­ances and even pro­vide feed­backs on G2C as well as non G2C mat­ters; it has now be­come eas­ier for peo­ple. Ekaasel was launched co­in­cid­ing the 1st an­niver­sary of G2C of­fice on 30th of Novem­ber by the Prime Min­is­ter Tsh­er­ing Tob­gay.

Any com­plaints or griev­ances sub­mit­ted by the cit­i­zens will be read or re­ceived by the head of the con­cerned depart­ment; it could also go to the sec­re­tary of the con­cerned min­istry or even the prime min­is­ter’s of­fice.

Cit­i­zens can see records of what­ever ac­tiv­i­ties be­ing per­formed re­lated to is­sues they have raised. They will re­ceive ei­ther an e-mail or SMS once the is­sue is re­solved.

Pi­loted since Septem­ber a con­tact cen­tre 1199 for G2C ser­vices was also launched on the very same day. Call­ers will be dealt by two bilin­gual agents who are there to equip cit­i­zens with in­for­ma­tion re­lated to 26 G2C ser­vices.

The cen­tre was made mainly to help ICT il­lit­er­ate gain in­for­ma­tion by us­ing sim­ple tech­nol­ogy as mo­bile phone. The cen­tre was cre­ated also to make it eas­ier for the cit­i­zens to have a sin­gle point of con­tact for all G2C re­lated in­for­ma­tion so that they do not have to browse mul­ti­ple web­sites or call mul­ti­ple of­fi­cials.

G2C of­fice head Sonam P Thaye said that the next step would be for the cen­tre to process ap­pli­ca­tions like se­cu­rity clear­ance cer­tifi­cate while for now the cen­tre only pro­vides in­for­ma­tion.

Other side line projects were also un­cov­ered. A sur­vey done this year had cit­i­zens want­ing to see the mar­riage cer­tifi­cate, the cook­ing gas and fuel dis­tri­bu­tion sys­tem, and the tim­ber per­mit pro­ce­dures brought on­line.

As a G2C ser­vice, the of­fice is now work­ing with ju­di­ciary to get the mar­riage cer­tifi­cate to the cit­i­zens.

To help those who wait for hours for LPG cylin­ders at the Motithang fuel de­pot, the G2C of­fice is also work­ing a way out with eco­nomic af­fairs min­istry to cre­ate a mo­bile app which would re­duce the wait­ing time.

Speak­ing of G2C of­fice’s first year of oper­a­tions, Sonam P Thaye shared that when the of­fice was first es­tab­lished there were 200 pub­lic ser­vices out of which only 160 had been au­to­mated un­der other projects. But it was found out that only 36 were func­tional. She added that the plan is to have at least 100 G2C ser­vices avail­able within the 11th plan.

One of the chal­lenges the of­fice faces is with the on­line pay­ment plat­form. Most of the ser­vices re­quire fee pay­ment. G2C-wal­let, a mo­bile pay­ment ser­vice was in­tro­duced in March as a short term so­lu­tion but only three Thromde ser­vices can be paid for us­ing the ser­vice.

She said that they have been told by the Depart­ment of Rev­enue and Cus­toms that no more agen­cies should be in­cluded un­til its rev­enue and ad­min­is­tra­tion man­age­ment in­for­ma­tion sys­tem launched ear­lier this year is fully func­tional and sta­bi­lized.

Es­tab­lish­ment of an on­line pay­ment could be a long term so­lu­tion but it would take the in­volve­ment of many agen­cies and or­ga­ni­za­tions, and will also cost the gov­ern­ment sig­nif­i­cantly. Sonam P Thaye said that the G2C of­fice is col­lab­o­rat­ing with the Depart­ment of In­for­ma­tion Tech­nol­ogy and Tele­com and the Royal Mon­e­tary Author­ity to de­velop this on­line pay­ment gate­way. The lat­ter is ex­pected to be ready by June next year.

In­ter­net con­nec­tiv­ity prob­lems and gain­ing con­fi­dence of users are some other chal­lenges the of­fice is faced with.

Prime Min­is­ter Tsh­er­ing Tob­gay who was the chief guest em­pha­sized the im­por­tance of the G2C sys­tem. He ex­plained the dif­fer­ence be­tween de­vel­oped and un­der­de­vel­oped coun­tries making it clearer that de­vel­oped coun­tries enjoy con­ve­nient, fast and ef­fec­tive ac­cess to ser­vices.

He said that if gov­ern­ment pro­vided timely and qual­ity ac­cess to ser­vices, cit­i­zens would work harder and the coun­try would de­velop adding that if not peo­ple will get de mo­ti­vated and won’t work harder.

The min­is­ter for eco­nomic af­fairs Ly­onpo Norbu Wangchuk, agri­cul­ture and forests Min­is­ter Ly­onpo Yeshi Dorji, Sec­re­taries and Of­fi­cials from dif­fer­ent or­gan­i­sa­tions at­tended the 1-year an­niver­sary of G2C Of­fice. The G2C Of­fice was brought un­der the direct su­per­vi­sion of the Prime Min­is­ter’s Of­fice on 24th Novem­ber 2014.

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