G2C office launched Ekaasel
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.