Digital success must be measured by easier, faster and more transparent public services, says Faqir Mahbub Anam
Citizen Service Transformation, Not Just Technology, Is the Goal: ICT Minister in Baku
- Digital transformation should be measured by citizens’ service experience, not by the number of technologies deployed, says Faqir Mahbub Anam
- The minister stressed institutional readiness, administrative reform and coordination before introducing new technologies
- Data governance, cybersecurity, skilled personnel and public trust are essential to building an effective digital government
The goal of digital government should be the transformation of public services, not merely technological advancement, said Minister for Posts, Telecommunications and Information Technology and Science and Technology Faqir Mahbub Anam. He said making a service available online does not automatically make it fully digital. The success of digital transformation should be measured by how much easier, faster, more transparent and accessible services become for citizens—not by the number of technologies deployed.
The minister made the remarks while taking part in the Cross-Examination Dialogue titled ‘Challenging Conventional Approaches to Governance Innovation and Anticipatory Governance’ during the eighth session of the international conference ‘UN Governance Innovation Summit: Advancing Future-Ready Institutions’ in Baku, the capital of Azerbaijan.
Anam said technology alone cannot transform public administration. While connectivity provides the foundation, institutional readiness turns it into public benefit. Before introducing new technologies, governments must identify the problems, review existing administrative processes, remove unnecessary steps, clarify institutional responsibilities and ensure coordination among agencies, he said.
During the discussion, the minister highlighted three key capabilities: capable institutions with clear accountability, interoperable data systems and effective coordination; skilled human resources with the competence, confidence and mindset to work with emerging technologies; and public trust supported by strong data governance, cybersecurity, privacy protection and accessible grievance redress mechanisms.
“Technology should not force citizens to adapt to government systems; rather, government systems should adapt to citizens,” the minister said.
He added that technology itself can help identify institutional barriers and accelerate reforms. Bangladesh is therefore pursuing administrative reform alongside technological innovation, he said.
Referring to Prime Minister Tarique Rahman’s statement, the minister said, “The use of AI, automation and digital technologies can make our administration more efficient, transparent and accountable.” He said the government was working towards achieving this goal.
Concluding the discussion, Anam said the government was moving beyond simply putting paper-based procedures online and redesigning entire service processes around citizens’ needs. This approach is reducing unnecessary steps and making government more responsive, efficient and accountable through technology, he added.
The session also featured Lesotho’s minister Moeketsi Motsoane, Mauritania’s Brahim Boulkheir and Mexico’s Carolina Plata López, alongside the Bangladeshi minister. Zehoun Salmanov, deputy chairman of the State Agency for Public Service and Social Innovations under the President of Azerbaijan (SAPSSI), moderated the session.
Representatives from different countries exchanged views at the summit on building future-ready institutions, administrative innovation and the effective use of technology in public services.
//DBTech/ MZU/SMP/ MISP//
