Citizen Services Centralized: 'Nagorik Sheba Bangladesh' Pilot Launched
In a move to streamline and decentralize public service delivery, the government has officially launched the pilot phase of ‘Nagorik Sheba Bangladesh’, an integrated citizen service initiative under the slogan "All citizen services at one address." The inauguration ceremony took place on Monday, May 26, at the state guesthouse Jamuna, with Chief Adviser Professor Dr. Muhammad Yunus formally inaugurating the project.
The event was attended by senior officials including Election Commission Secretary Akhtar Ahmed, Land Ministry Secretary A.S.M. Saleh Ahmed, ICT Division Secretary Shish Haider Chowdhury, Local Government Division Secretary Md. Rezaul Maksud Jahedi, Inspector General of Police Baharul Alam, Director General of the Department of Immigration and Passports Major General Md. Nurul Anwar, and Director General of the National Identity Registration Division A.S.M. Humayun Kabir. Chief Adviser’s Special Assistant Faiz Ahmad Taiyeb also participated.
Developed under the initiative of the Chief Adviser’s Office and supervised by the ICT Division, the platform is expected to play a transformative role in reducing the influence of middlemen, eliminating harassment, and ensuring hassle-free public services.
“This initiative will play a revolutionary role in curbing the influence of brokers, preventing various forms of harassment, and ensuring citizen services without suffering,” said the Chief Adviser in his inaugural speech.
He further instructed the ICT Division to take initiatives to establish expatriate service centers under the same unified model, ensuring ease of access for citizens abroad as well.
Emphasizing efficiency, the Chief Adviser added, “Our goal is to create a positive competition among ministries in delivering services. We aim to bring as many services as possible under this umbrella from each ministry swiftly.”
Highlighting the need for seamless citizen registration, Professor Yunus remarked, “We must establish a system where every child receives a birth certificate immediately after birth—this should be their first recognition as a citizen.”
Regarding ownership and operation, he noted that entrepreneurs will rent service center spaces through agreements with property owners at a subsidized rate initially. Entrepreneurs will also be responsible for security, maintenance, and utilities, with the risk of license cancellation for failing to maintain service standards.
“Nagorik Sheba Bangladesh is not just a service delivery platform—it is a movement that aims to build a bridge between the government and the people, founded on technology and powered by local entrepreneurs,” said the Chief Adviser. “This inclusive, sustainable, and scalable initiative has the potential to transform citizen service delivery across the country.”
On behalf of the ICT Division, Faiz Ahmad Taiyeb noted, “By implementing this project with a zero budget, we have demonstrated that progress is possible by utilizing existing national resources.”
He explained that under this initiative, underutilized government facilities, including post offices, will be converted into modern co-working spaces run by trained local entrepreneurs.
Taiyeb said, “These citizen service centers, located within walking distance of neighborhoods, will offer digital services like national ID registration, passports, and tax filing through trained local service providers.”
He added, “This model will not only make public services more accessible, but will also create economic self-reliance opportunities for youth and women. Driven by the principles of social business and public-private partnership, this initiative represents inclusive development and citizen empowerment.”
He emphasized that the initiative aims to establish a national network to ensure effective and accessible digital services while fostering social and economic progress through local entrepreneurship.
In the first phase, 200 male and female applicants were selected through a rigorous screening process. After intensive training on digital literacy, customer service, and digital tools, 100 entrepreneurs (50 men and 50 women) received certification to operate the centers.
As part of the pilot phase, citizen service centers have already been established in Gulshan, Uttara, and Nilkhet areas of Dhaka. Among these, the Gulshan and Uttara centers have begun operations, with the Nilkhet center scheduled to launch soon. The trained entrepreneurs will offer services directly to citizens from these centers.
