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Satellite Connectivity to Remote Areas and E-Services For Satellite Connectivity to Remote Areas and E-Services for Development: Initiatives through Post Office Telekiosks in Bhutan International Telecommunication Union (Telecommunication Development Bureau) A cooperation project between the Royal Government of Bhutan, Universal Postal Union – International Bureau the Government of India, the International Telecommunication Union (Development Cooperation Directorate) and the Universal Postal Union December 2009 December 2009 Printed in Switzerland Satellite Connectivity to Remote Areas and E-Services for Development: Initiatives through Post Offices in Bhutan A cooperation project between the Royal Government of Bhutan, the Government of India, the International Telecommunication Union and the Universal Postal Union December 2009 International Telecommunication Union (Telecommunication Development Bureau) Universal Postal Union – International Bureau (Development Cooperation Directorate) © ITU-UPU 2009 All rights reserved. No part of this publication may be reproduced, by any means whatsoever, without the prior written permission of ITU. Initiatives through Post Offices in Bhutan AAACCCKKKNNNOOOWWWLLLEEEDDDGGGEEEMMMEEENNNTTTSSS This report presents the results of the study conducted in Bhutan during June 2008 in order to assess the impact of the joint Government of India, Royal Government of Bhutan, ITU and UPU project, under the overall coordination of Vishnu-Mohan Calindi. The report was written by Pradosh Nath and Vishnu-Mohan Calindi.* We would like thank the officials of Bhutan Telecom and Bhutan Post who painstakingly collected data from different post offices and VSAT stations, which form the basis of the report. Our special thanks are due to Mr Pushpa Mani Pradhan, Officiating Managing Director, Mr Karma Tshewang, General Manager, Development and Corporate Affairs, Mr Ugyen Chophel, Technical Officer, Satellite Communication NMSC, all of Bhutan Telecom, and Mr Jigme Tenzin, Officiating Managing Director, Mr Sangay Norbu, General Manager, Administration, Ms Kezang Choden, Manager, ICT, all of Bhutan Post. Mr Jamyang Phuntsho of Bhutan Post was of great assistance in Bhutan. Bhutan Post and Bhutan Telecom have graciously permitted us to use their pictures. We would also like to thank Mr Dasho Meghraj Gurung, former Managing Director of Bhutan Post, and Mr Sangey Tenzing, former Managing Director of Bhutan Telecom, who were associated with the initiation of the project. We owe a debt of gratitude to the postmasters who shared their knowledge and experience with us. The report has benefited from the inputs and comments, both internal and external, notably from Mr Vinod Dhamija, UPU Regional Advisor for the Asia-Pacific, Mr Delu Qu, Coordinator, Operational Coordination and Asia Pacific Regional Programme and Mr Keiji Takemoto, Asia and Pacific Regional Expert at the International Bureau, UPU. We thank the production team: Carmen Montenegro and Hilary Platman for thorough editing of the manuscript, Isabelle Lucas for the layout and Stéphane Rollet for designing the cover page. Isabelle Simha provided invaluable assistance in the process of finalizing the document. Disclaimer: The opinions expressed in this report are those of the authors and do not necessarily represent the views of the International Telecommunication Union (ITU) or its membership or of the Universal Postal Union (UPU) or its membership or of the Government of India or the Royal Government of Bhutan. The designations employed and the presentation of material, including maps, do not imply the expression of any opinion whatsoever on the part of ITU or UPU concerning the legal status of any country, territory, city or area, or concerning the delimitations of its frontiers or boundaries. The mention of specific companies or of certain products does not imply that they are endorsed or recommended by ITU in preference to others of a similar nature that are not mentioned. ___________________ * Pradosh Nath is Deputy Director, National Institute of Science, Technology and Development Studies (Council of Scientific and Industrial Research), New Delhi and Fellow at the Centre for Media Studies, Jamia Milia Islamia University, New Delhi. Vishnu-Mohan Calindi is Administrator, Telecommunication Technologies and Network Development Division, Telecommunication Development Bureau, International Telecommunication Union, Geneva. i Initiatives through Post Offices in Bhutan TTTAAABBBLLLEEE OOOFFF CCCOOONNNTTTEEENNNTTTSSS Page Preface ............................................................................................................................................ iv Executive Summary.................................................................................................................................. v CHAPTER 1 – Introducing the project................................................................................................. 1 CHAPTER 2 – Does connectivity matter? ............................................................................................ 7 CHAPTER 3 – Assessment of the outcomes ......................................................................................... 11 CHAPTER 4 – Computerization of Bhutan Post: Enduring changes ............................................... 13 CHAPTER 5 – The VSAT venture in Bhutan ...................................................................................... 17 CHAPTER 6 – Telekiosks in non-VSAT locations............................................................................... 25 CHAPTER 7 – ICTs and the economy of Bhutan ................................................................................ 29 CHAPTER 8 – Sustainability................................................................................................................. 33 CHAPTER 9 – Summary and conclusion ............................................................................................. 35 ANNEX I – Contributions from partners ....................................................................................... 37 ANNEX II – MAPS............................................................................................................................. 38 ANNEX III – An account of the establishment of VSAT-based telekiosks..................................... 40 ANNEX IV – Technical details of the VSAT project........................................................................ 47 ANNEX V – Technical performance, profiles of the users, postmasters’ perceptions and use pattern..................................................................................................................... 57 ANNEX VI – User profiles, post office perceptions and user perceptions...................................... 61 ANNEX VII – Questionnaire................................................................................................................ 65 iii Satellite Connectivity to remote Areas and E-Services for Development: PPPRRREEEFFFAAACCCEEE In 2003, the International Telecommunication Union (ITU), the Universal Postal Union (UPU) and the Government of India initiated a project in Bhutan bringing the benefits of digital technology to the populations of rural and remote areas of Bhutan using post offices as the mechanism of delivery. Post offices – probably more than any other institution – play a central role in people’s lives. Everyone can be said to visit the post office at some time or the other. In rural areas, especially in developing countries, post offices often also serve as the de facto governmental presence. This is true even in the remote corners of Bhutan, and it was the reason behind the creation of a project to turn Bhutanese post offices into windows to the world. Taking this proposal as the starting point, 38 post offices were identified to become ICT centres. Six of these were provided connectivity through a satellite network provided by India. The project has now been completed. What outcomes can be identified following the efforts of the last few years? Now that this project has reached its conclusion, it offers concrete evidence that providing rural and remote areas with access to digital technology can have significant benefits. The VSAT system has proved to be the lifeline for the communities in remote locations, and has become an essential part of the national administration. These revamped post offices provided most people with their first experience of access to ICTs. In this case, it was an introduction to ICTs for both the populace at large and Bhutan Post. Perhaps most dramatically, this project has made it possible for the democratic election results from remote locations to be announced in real time, using the post office facilities, instead of waiting for anywhere from three to seven days, as was the case in the past. Furthermore, the project has revolutionized governance in Bhutan, changed the work culture of Bhutan Post as an organization, and encouraged innovation among the staff. The benefits of this project are fundamental as well as transformative. The residents of the distant villages were cut off even from other parts of Bhutan. It would take five to seven days for mail to reach them. Today, these villages have access to telephones, Internet and e-Post. The people can receive and send messages from and/to any place in minutes. Their lives have changed significantly. These accomplishments can be ascribed to the support and technology provided by the Government of India and the extraordinary efforts and dedication
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