Inflack Australia developed the Citizen Helpdesk to empower citizens of Bangladesh by providing easy access to district-level government services through a mobile app. As the country experiences rapid growth and increasing digitization, the need for transparent, accessible, and efficient service delivery has become essential. The Citizen Helpdesk app serves as an all-in-one platform to streamline government interactions, ensuring time, cost, and visit (TCV) efficiency for users. Designed to combat challenges such as lack of information, e-literacy gaps, and administrative delays, the solution enables citizens to access services conveniently from their doorstep.

Client Overview

The Bangladesh government aimed to improve the accessibility and delivery of district-level services to citizens, addressing the growing demands of a rapidly expanding population. With digitization reshaping public service delivery, the government sought an ICT-based solution to offer reliable, transparent, and timely access to services across the country.

Challenges

The government faced several critical challenges:

  • Lack of Information: Citizens often struggled to obtain accurate and updated information on available services.
  • E-Literacy and Ignorance: Limited digital literacy hindered the adoption of online government services.
  • Overpopulation: The high population density strained public service systems, causing delays and inefficiencies.
  • Lack of Transparency: Manual service delivery processes lacked clarity, leading to citizen dissatisfaction and mistrust.

Our Solution

Inflack Australia developed the Citizen Helpdesk Mobile App to offer a comprehensive solution to these challenges. Key features of the platform include:

  • Centralized Service Information: Citizens can access detailed, up-to-date information about district-level government services in one place.
  • User-Friendly Mobile Interface: Designed to be accessible for all, the app ensures seamless navigation for individuals with varying levels of digital literacy.
  • TCV Efficiency: By minimizing the time, cost, and physical visits required, the app reduces the burden on citizens and enhances service delivery.
  • Doorstep Service Accessibility: Citizens can explore and request services directly from the app, eliminating the need to visit government offices in person.
  • Transparency and Accountability: Digital tracking features promote transparency by enabling users to monitor service requests and responses in real-time.

Results

The Citizen Helpdesk project has achieved several notable outcomes:

  • Improved Access to Services: Citizens across districts can now access government services quickly and efficiently.
  • Increased User Engagement: The mobile app has encouraged higher citizen participation in government programs and services.
  • Reduced Administrative Burden: With fewer in-person visits, government offices experience less congestion and can focus on improving service quality.
  • Enhanced Transparency: The platform promotes accountability by offering visibility into service processes, fostering trust between citizens and the government.
  • Scalable Digital Infrastructure: The solution is adaptable to future digital initiatives, aligning with the government’s long-term digitization goals.