An Evaluation of 'E-Nothi' System in Government Office Management

An Evaluation of ‘e-Nothi’ System in Government Office Management

February 2019

Prepared By Project Management Team

Table of Contents I. List of Figures ...... 3 II. List of Tables...... 3 III. Acronyms ...... 3 IV. Acknowledgement ...... 4 V. Executive Summary ...... 5 1.1 Introduction and Background ...... 6 1.2 Literature Review ...... 8 1.3 Rationale of the Study ...... 9 1.4 Objectives of the Study ...... 9 1.5 Methodology of the Study ...... 9 1.5.1 The study population and sampling: ...... 10 1.5.2 Data Collection Technique: ...... 10 1.5.3 Limitation of the Study: ...... 10 2. Findings of the Study ...... 11 2.1 Present situation of ‘e-Nothi’ system ...... 11 2.2.1 District Level Present Scenario: ...... 12 2.2 Effectiveness of ‘e-Nothi’ System...... 13 2.2.1 Effectiveness of Training Program:...... 14 2.2.2 Effectiveness of ‘e-Nothi’ Mobile Application: ...... 15 2.2.3 Effectiveness of Facebook Group: ...... 15 3. Case Study ...... 19 4. Discussion ...... 20 5. Recommendation toward Sustainability of ‘e-Nothi’ System...... 20 6. Conclusion ...... 21 7. References ...... 23 8. Appendix ...... 25 Appendix 1: List of Offices Interviewed ...... 25 Appendix 2: Circular of Cabinet Division on ‘e-Nothi’ use ...... 26 Appendix 3: সচিবালয়ের চিয়দেশিা ২০১৪ ...... 26

Appendix 4: Screenshot of e-Nothi Dashboard ...... 26 Appendix 5: ‘e-Nothi’ live ‘eco-system’ ...... 26

I. List of Figures

Figure 1: Status of using 'e-Nothi’ ...... 11 Figure 2: Effectiveness of 'e-Nothi' system ...... 13 Figure 3: Status of arranging training ...... 14 Figure 4: Challenges of 'e-Nothi’ system ...... 17 II. List of Tables Table 1: Sampling distribution ...... 10

III. Acronyms a2i : Access to Information DESC : District E-Service Centre DC : District Commissioner e-Governance : electronic Governance e-Administration : electronic Administration, e-filing : electronic filing e-Nothi : electronic Nothi ICT : Information & Communication Technology ID : Identity IDI : In-depth Interview KII : Key Informants Interview MoPA : Ministry of Public Administration SMS : Short Message Service SSL : Secured Socket Layers TCV : Time, Cost, Visit

IV. Acknowledgement Research Advisor: Md. Mazedul Islam, Programme Implementation Specialist, a2i Programme Md. Parvez Hasan (Deputy Secretary on lien), Local Development Specialist, a2i Programme

Overall Supervision: Rumana Sharmin, Result and Knowledge Management Expert, a2i Programme Nilufa Yesmin (Senior Assistant Secretary on lien), National Consultant, a2i Programme Mohammed Sakhwat Hosain, Policy Expert, a2i Programme

Report Writing: Mst. Jahanara Khatun, Young Professional, a2i Programme

Data Collection: Abdul Aziz, Young Professional, a2i Programme A. K. M. Kawsarul Haque, Young Professional, a2i Programme Jasmin Akter, Young Professional, a2i Programme Daiyan Belal, Young Professional, a2i Programme

The team would like to thanks ‘e-Nothi’ team as well as different government body especially few of the Ministries, Department, Offices, and the civil servants who have given their valuable time and shared empirical experiences for this study.

V. Executive Summary

As part of actualizing ‘Vision-2021’, Government of Bangladesh has emphasized on Digital Bangladesh, and so far has made tremendous progress in making more and more services available at the doorsteps of the people with increased digitalization where possible. By this time, the government of the country has applied a large number of projects relating to digital technologies, and a vast number of these are ongoing. As the government remains steadfast in its pursuit of simplifying public services through digitization, simultaneously it is focusing on digitizing government offices across the border and building capacity of civil-servants to become more technology savvy. The ‘e-Nothi’ system is a result of this intention, launched to make the government administrative duties more efficient and effortless along with the goal of establishing paperless government offices while diminishing the manual system.

An assessment study was conducted at the end of 2018 on the ‘e-Nothi’ system. Since launching in 2016, e-nothi system has been working very effectively, and the government officials are becoming habituated with the system. On an average 72% of the total official, activities are performed through ‘e-Nothi’. The significant effect has shown in office management which has become more accessible by disposing of the files very quickly. The study also found how the system is creating efficiency in the work process of the civil servants, leading to additional time to focus on citizens’ need.

Among 19,000 government offices, more than five thousand offices are live and using e-Nothi. To date, total users of the system are 69,290. The monitoring authority has provided training among 8, 686 officials to develop the system using capacity and this program is ongoing. The Facebook Group, Mobile application (portable workstation) and hotline number is playing a significant role in smooth and make user-friendly of this system.

Besides positive effectiveness, the study revealed some challenges of the ‘e-Nothi’ system, including slow speed of internet, server down, lengthy loading time. To mitigate those challenges and acclimate the system to be more sustainable, the concerned authority should take appropriate action.

1.1 Introduction and Background

Information and Communication Technology (ICT) has undoubtedly broadened scopes for providing both public and private services effectively to target beneficiaries. As bureaucratic efficiency is one of the vital pre-condition for country’s administrative effectiveness and economic growth (Abdallah, 2017), the use of ICT in public service has proved to be an essential and sustainable tool aimed at reducing bureaucratic hassles and burden (Clegg, 2017). The term e- governance can be capitulated through various defining factors; one of such is, the use of ICT to promote efficient and cost-effective government service delivery to the citizens (Monga, 2008; Uddin, 2012; Alam, 2012). The e-Governance involves three contributions to improve government process: e-Administration, connecting citizen that is e-Service and building external interaction that is e-Society (Heeks, 2001). e-Governance has been treated as an effective mechanism for bringing citizen’s satisfaction as it tends to reduce costs, minimize third party contacts, and enable citizens to transact themselves (Karim, 2015).

‘e-Filing’ is one of the most important interventions to facilitate e-Administration under e- Governance in the government arena. Abdallah (2017, p-2) defines ‘e-filing’ system as “an electronic file management system where a file in a soft form (or if it is received in hard form, it is transformed to a soft version) is processed and disposed of electronically.”

Many countries around the world like USA and Malaysia have adopted ‘e-filing’ for tax payment as it offers many advantages that are not found in the traditional manual mode of payment. Some of the advantages are: reduced time and visits, decreased calculated errors, abridged workload for providers, fewer hassles for both tax authority and taxpayer, no need to fill up forms manually etc. (Azmi and Kamarulzaman, 2010; Andriani et. al 2017; Tallaha et. al 2014; Obert et. al 2018).

As the use of e-filing for tax returns has spread from developed to developing countries (Nepal, Ukraine, South Africa), it goes without saying that this sort of reform can improve efficiency, reduce errors and scope for corruption.

Despite all these advantages, Tallaha et al. (2014) have reported low acceptance of ‘e-filing’ in developing countries. Previous studies have reported various strategies to increase the acceptance and usage of ‘e-filing’ by the taxpayers. Hands-on training for beneficiaries, system improvement, server available, ensuring internet facility for all, infrastructural improvement, emergency online support system, promotion of benefits of using ‘e-filing’ are the major strategies found in various literature (Obert et al. 2018; Tallaha et al. 2014; Andriani et al. 2017).

In the context of Bangladesh, several policies and visions have set the ground for utilizing ICT for the improvement of Bangladesh as a whole. The ‘Vision 2021’ targets to transform Bangladesh into a modern and resourceful country through effectively using ICT (Perspective Plan, 2012). The Digital Bangladesh agenda is comprised of four pillars that involve key areas like human resource development, connecting citizens, digital government, and the private sector (a2i, 2009). The National ICT Policy 2009 also aims to expand information and communication technology to ensure efficient public service delivery to the citizen of Bangladesh (National ICT Policy 2009). In order to address the issue of ‘e-filing’, several gazettes (see appendix 2 & 3) have been circulated to all the offices regarding the application and using of ‘e-filing’ for effectively file management and record keeping so that it can ensure transparency, accountability, and dynamism in work. The ‘e-filing’ system is an electronic file management system where a file in a soft form (or if it is received in hard form, it is transformed to a soft version) is processed and disposed of electronically (Abdallah, 2017). In addition, it was expected to improve bureaucratic efficiency and public service delivery.

The use of ‘e-filing’ in Govt. offices in Bangladesh started a few years ago and has a comparatively short history. This ‘e-filing’ system has been started and implemented since 2016 by Access to Information (a2i). According to the monthly report of e-Service team prepared in February 2019, 4564 govt. offices are now using ‘e-filing’ system to manage their files.

The ‘e-Nothi’ system has a dashboard (see appendix 4) where the head of the office has access to monitor the progress of specific file which plays a part to improve bureaucratic efficiency and public service delivery (Abdallah, 2017). The users of ‘e-filing’ system are government service providers who have a unique ID to log in to the system. As of February 2019, total users of ‘e- filing’ is 69,290. Besides the ‘e-filing’ server, there is also a Mobile application for mid to top officials with the total number of users at 13,3330 as of December 2018.

A Facebook Group (https://www.facebook.com/groups/nothi/) is working to provide continuous support to the users. Besides, there are two hotline numbers (i.e.01752022621, 01712485747) that continually provides support to ensure user-friendliness of the system. One of the advantages of using Mobile application is that the senior user can use and work from anywhere, and thus it ensures quick and effective public service delivery without wasting any time. The ‘e-filing’ system has the following attributes; i) it is an online system, ii) it has login system by using user id, iii) postal send and receive through this system, iv) file dispose through online, v) no need of manual signature, vi) file locates through SMS, vii) user gets notification after disposal of file. The ‘e-Nothi’

7 system is playing a significant role in the Government of Bangladesh as it strives toward completely paperless government offices.

Before the introduction of ‘e-filing’ system in the govt. offices, the officials would be using the paper-based manual system. Along with the paper-based system came the typical challenges of a manual system. The manual process was inevitably time-consuming with a large number of files stuck on different administrative tables for an extended period. Besides, knowing the status of a file was extremely difficult and required frequent visits and reminder among office staffs to have the file move along. Moreover, from time to time files were misplaced, leading to restarting the process or even lengthier delays. The ‘e-Nothi’ system took on all these challenges at once.

1.2 Literature Review

To better understanding of the issues related to the ‘e-Nothi’, the study reviewed some existing pieces of literature to have a better understating on the electronic system. Some of them are referred below:

‘Nothi’ or e-file is a procedure of electronic document management system that replaces the conventional manual system (a2i Digital Service Booklet: 2017).

The electronic procurement system improves the performance of the contractors in infrastructure development project (Lewis-Faupel: 2015).

Corruption has been an intractable problem in many developing countries; especially where it has become systematic to the point, where many in government have a stake (S. Mahmood: 2010). Seoul's city administration in April 1999, introduced its "Online Procedures Enhancement for Civil Applications“(OPEN) system, based on the premise that transparency can be a fundamental remedy against corruption (S. Mahmood: 2010).

Many public officials may find this system uncomfortable to work on and hence took a long time to get used to it, resulting in a slower process and little effect on efficiency W. Abdallah: 2017). ‘e- filing’ seem to have mixed effects; it may not have any effect on issues that has a complicated bureaucratic process (W. Abdallah: 2017).

The speed of file processing depends on the number of officials involved in processing the file (J. Wilson: 1991). Measures for the complicacy of Electronic File (e-file) or ‘e-Nothi’ processing system: Days required to process a file, Users processed a file, Actions taken on file and Paragraphs on the file (W. Abdallah: 2017).

‘e-filing’ offers many benefits to service providers; minimize workload and operational cost due to the submission of tax returns in a paperless environment, reduces the cost of processing, sorting and handling of tax returns (Azmi and Kamarulzaman, 2010; Andriani et. al 2017; Tallaha et. al 2014; Obert et. al 2018).

1.3 Rationale of the Study ‘e-Nothi’ is a large and popular initiative since 2013. From the management perspective, it has been required to assess this matured and longtime successfully running initiative. A TCV study on ‘e-Nothi’ focusing on the citizen was conducted in 2016, but, there is a lack of research on the overall assessment of ‘e-Nothi’ in Office management.

The Project Management Team of a2i co-ordinates the overall external research of a2i as well as occasionally, conducts research internally. Subsequently, this research is conducted as part of internal research.

1.4 Objectives of the Study The specific objectives of the study were; • To observe the present (October 2018 to December 2018) situation of ‘e-Nothi’ system. • To assess the effectiveness of ‘e-Nothi’ system. • To highlight the perceived strengths of the system based on users’ experience. • Identify the major challenges of ‘e-Nothi’ system and practical recommendations to make the system sustainable.

1.5 Methodology of the Study This study has been conducted by deploying qualitative mode of inquiry based on quota sampling technique. Information has been gathered from both the primary and secondary sources. Detail indication of the methods and process followed in conducting the study could be summarized as follows:

1.5.1 The study population and sampling: Stakeholder analysis has shown that government offices are the primary users of e-Nothi. Therefore, the government offices those are the members in e-Nothi are the unavailing source of this study. Under Quota Sampling technique, all the 3,439 (during sampling design dated on October 2018) live offices have been categorized into four quotas based on the types of government offices in e-Nothi. These are; 1) Ministry/Division, 2) Directorate, 3) Department/others office, and 4) special category/regional office. Sample size, in each quota, has been characterized based on the proportion of the offices under each category. According to the resources and time, a total of 30 offices with 63 officials was covered in this study. In selecting the offices, two factors have been considered: a) User size of the office (Small/Medium/Large) and b) Type of users (frequent - login at least once in a week and occasional - those who are not frequent user).

Detail distribution has is shown in the following table:

Table 1: Sampling distribution Categories/Quota Total Units Proportion (%) Selected units

Ministries/Divisions 58 14.46 4 Directorate 58 14.46 4 Department/Others 221 55.11 17 Special Categories 64 (1819) 15.96 5 (Division/District/Upazila/Regional) Total 401 (3,439) 100 30

It is mentionable that in the special category there are 1,819 offices and all these offices are the branch offices under Ministries/Division/Directorate/Departments. Since all those offices are at district/regional level, methodologically 64 units have been counted under this group.

1.5.2 Data Collection Technique: The period of conducting this study was October 2018 to December 2018, and the data collection period was December 2018. From two perspectives information for this study is drawn from: direct users form selected 30 offices, and the regulatory authority of e-Nothi. Data has been collected using IDI (In-depth Interview) following the open- ended questionnaire format and KII (Key Informants Interview) following the check-list as an information tool. In addition to primary data, secondary sources, i.e. relevant article, journal, policy paper, document brief, etc. have been reviewed.

1.5.3 Limitation of the Study: i) This research collected information by taking a small sample size. While taking a larger sample size was plausible as it could have generated better results, the time and resource limitation prohibited the team from attaining that objective. ii) This study

10 has used qualitative approach only. It was possibile to use the mixed approach to gain in extensive and depth of understanding and corroboration. iii) This study took place during the 12th national parliamentary election (October 2018 to December 2108). Along with the timing of the research and limited time and resource availability of the research team led to constraint on the opportunity to visit District and Upazila offices. Therefore, the research only covered five offices from field (District) level. iv)) During information collection no member from the e-Nothi implementation team were present, leading to situations where Results Management Team were not able to refute statements or ask more detailed level technical questions due to lack of programmatic knowledge. v) The research focused on the views of direct user of ‘e-Nothi’ only. Hence the views of indirect beneficiaries (the citizens) are not reflected.

2. Findings of the Study This study has collected information from thirty government offices in different category who are the user of ‘e-Nothi’ system. After collecting information, the following results have been revealed:

2.1 Present situation of ‘e-Nothi’ system

Status of using 'e-Nothi' ‘e- Nothi’ system. They log in ‘e-Nothi’ at least once in a week. On the other hand, the 8% remaining of the respondents does not

Regular user regularly use the system. Due to different Irregular user work pattern and responsibilities in different offices, in addition to the loss of user ID and 92% password was cited as a reason for not

regular use. The study finding shows that 92% of the respondents are regular and frequent user of Figure 1: Status of using 'e-Nothi’

The study also revealed that 95% of the respondents (out of 30 offices) are using both manual and ‘e-Nothi’ for office management concurrently. The study found that on average 72% of the total work is being done through e-Nothi’. The reasons shared by the interviewees behind utilizing both e-Nothi and manual procedures in office management are as follows;

• Frequent server problem hampers time and creates discomfort and aversion to the use of ‘e-Nothi’. • Few types of tasks still cannot be performed through e-Nothi system in the likes of various financial work. • Files more than 20 MB cannot be processed through e-Nothi system. • The lack of adequate knowledge of using online system restrains to use of e-Nothi’ system. • Offices feel insecure about losing confidential files. While the KII data did not find any case of this, as the present ‘e-Nothi’ system is more secured (where there is no scope of losing files because all files are archived in the system forever) than the previous one (there was higher probability of losing hardcopy). Digging deeper into this false feeling of insecuring, the Key Informant Interviewee revealed that psychological barriers and lack of ICT knowledge contributed significantly to such ‘phobia’. • During interviews, it has been found that it took a long time to log-in in the ‘e-Nothi’ as reported by the respondents. Therefore, the users went for the old manual way. Triangulating the issue with KII, during data collection, the monitoring authority was developing SSL system to smooth the ‘e-Nothi’ for when the users’ required extended time to log-in. Moreover, internet speed in terms of bandwidth capacity of the concern offices was also responsible for this delay. • Senior officials who are at the edge of retirement are unwilling to use the ‘e-nothi’. • About 36% of the respondents revealed that the manual system is easier and user-friendly than the present ‘e-Nothi’ system. The KII finding shows that this is due to lack of ICT knowledge given the reality remains ‘e-filing’ being more user-friendly.

Respondent opined that 100% use of ‘e-Nothi’ can be ensured if the senior management is motivated and fully bought into it. Accordingly, cited by a respondent:

“The complete use of ‘e-Nothi’ has been ensured in my office because of the activeness and willingness of senior authority as the authority wants to contribute to fulfill the govt. dream of digital Bangladesh.” – Farkhunda Dorin, Management Counsellor, Bangladesh Institute of Management

2.2.1 District Level Present Scenario: The study found during in-depth interviews in the filed level notably five offices of two Districts (Narsingdi and Gazipur) that, District level offices have a tendency to use of ‘e-Nothi’ with intra-offices more effectively because it reduces the

12 requirement of visit. In comparison, when it comes to internal filing, where officers are located in the same physical office and situation, manual procedure requires less time to dispose of file).

The other mentionable finding is that in the field offices, Programmer/Assistant Programmer runs all staffs’ ID because of a portion of users lack proper ICT knowledge. Also, in some cases, seniors seek support from the Programmer/Assistant Programmer. Here, the finding indicates that although the officers of field level offices have user ID they themselves are not using it regularly.

The study found that in the filed level offices the full use of ‘e-Nothi’ is not possible as their chain offices (line ministry, regulatory office, subordinates office, etc.) are not live to use the system. Therefore, the activities related to those line offices are not possible to process in ‘e-Nothi’ and the ‘e-Nothi’ live eco-system (See appendix 5) is not ensured.

2.2 Effectiveness of ‘e-Nothi’ System To say the effectiveness of ‘e-Nothi’ a respondent has cited;

“Office Management has become easier through using of ‘e-Nothi’ system. ‘e-Nothi’ is working as a powerful tool that can dispose file quickly and provide strong support to the Government.” - Md. Johirul Islam, Office Administrative, Department of Social Services

Furthermore, this study has revealed the effectiveness of ‘e-Nothi’ system in the following way;

Nature of effectiveness Quick dispossal of work 68% Accountability and transperency increased 68% Less visits required with intra-office 63% Work speed increased 45% Work from anywhere through mobile app 18% Inter depertment communication increased 13% Multiple Answer Figure 2: Effectiveness of 'e-Nothi' system

According to figure 2, the effectiveness of the ‘e-Nothi’ system are; • According to the interviewees, the ‘e-Nothi’ system made quick disposal of file possible leading to additional time for civil-servants that now they can spend in other responsibilities. • This system has increased accountability and transparency and decreased red-tapism

• This ‘e-Nothi’ system reduces the required number of visits to the senior officer’s room, leading to decreases in hassle and more time to concentrate on citizen service delivery. • The mobile application of the system, which serves as mobile work station has lifted the ‘physical boundary’ of the office, allowing civil-servants to dispose of files with ease and speed without the need for physically being in the office. • The ‘e-Nothi’ system has increased responsibility on work in comparing to the previous manual procedure as the file can be tracked and located from anywhere at any time through mobile application that works like a ‘portable workstation’. • The inert-departmental communication has been enhanced through using of ‘e-Nothi’ sytem.

In addition, the respondents have deservly praised the a2i focal persons for their outstanding job in providing necessary support for solving ‘e-Nothi’ related problems. The team is available 24/7 via mobile phone, and can be reached at any time to solve any technical or non-technical issues.

2.2.1 Effectiveness of Training Program: ‘e-Nothi’ system is a new innovative system that has modernized and revamped the previous manual system in office management. Providing training to civil-servants to build up capacity on this new pioneering system is crucial to the success of this initiative.

This study has collected information from those offices who are live. a2i has provided training among 8,686 civil-servants (till December 2018) to build up capacity on ‘e-Nothi’ system. In addition, the training program is now ongoing to include all the government offices in ‘e-Nothi’ system.

After receiving training from a2i, the majority of trainees have arranged the training in their own offices to develop capacity of other officers. Arranged training in their own offices

88%

12%

Arranged Not arranged

Figure 3: Status of arranging training

The study has depicted that about 88% of the respondents’ offices have arranged training in their own offices after receiving training from a2i. It should be noted that the need and importance of in-depth training, as well as of follow up training of the system was repeated by the interviewees throughout the interviews.

According to the findings, on an average 72% of the officers/employees have been brought under the training. It is fair to perceive behavioral changes (increased work efficiency, brought mobility and dynamism in the official work) occurred among all of the traininees following the training.

2.2.2 Effectiveness of ‘e-Nothi’ Mobile Application: This study found that about 50% of the respondents are regular user of on ‘e-Nothi’ Mobile application, and they are benefited much form it. The Mobile application has been created to cater to only the senior officials (mid to top- level management officials) so that these officials can provide prompt decision (quick disposal of file).

The mentionable facilities of using ‘e-Nothi’ Mobile application that has been mentioned by the respondents is as follows; easy to use the Mobile application, use from anywhere any time, see the file location, faster the work as there is no ‘office boundary.’ To express the significance of the ‘e-Nothi’ Mobile application, a respondent has opined;

“The addition of Mobile application in ‘e-Nothi’ system is an excellent initiative. Files can easily sign from anywhere at any time though using ‘e-Filling’ related Mobile application.” - Nurujjaman, Program Officer of Bangladesh Shishu Academy

2.2.3 Effectiveness of Facebook Group: This study has uncovered that about 50% of the respondents are member of the ‘e-Nothi’ Facebook Group. The social media platform has plaid a significant role in improving the user experience of ‘e-nothi’. The Facebook group serves as an excellent platform for troubleshooting solution, helpful in gathering ‘e-Nothi’ related information, serves as another platform where users are made aware of updated information on the ‘e-Nothi’ system. Facebook Group page is managed by three operators, who monitor the page, approves the posts promptly (25/30 posts a day) and provide necessary solutions. Therefore, the users are immensely benefited by using both of the ‘e-Nothi’ Mobile application and Facebook Group.

Besides Mobile Application and Facebook Group, two hotline numbers (01752022621, 01712485747) are live to provide instant support to the users. The respondents have repetitively highlighted their appreciativeness for receiving ongoing support from a2i focal personnel who are

15 making the usability of the system easier by solving different critical problems over the phone. As stated by a respondent:

“If I face any trouble during using ‘e-Nothi’ system, I call the hotline and and consistently receive quick support. Problems do not seem to be a problem anymore.” - Nur Alam, Secretary, Bangladesh Atomic Energy Commission

2.2.4 Effectiveness of ‘e-Nothi’ System on Citizen: According to the interviewees, the majority believe citizens are reaping indirect benefit due to ‘e-Nothi’ system. About 86% of the respondents has mentioned that using of ‘e-Nothi’ helps dispose file within a concise time. Therefore, the office can provide service to the citizens in due time. Also, quick disposal of file saves time and creates more opportunity to serve the citizens. It has been opined by a respondent as follows;

“For many Ministries/Departments/Offices, it has been easier to provide public services through ‘e-Nothi’ system. When we are more efficient handling our administrative tasks, citizens are able to receive their desired services on a timely manner .” – Md. Johirul Islam, Office Administrative, Department of Social Services

Therefore, the positive impact of ‘e-Nothi’ system has been seen in office management. Quick disposal of files has made the administrative work faster than the previous manual procedure. Moreover, this innovative system has increased efficiency on work, changed officers’ behavior, increased accountability and transparency, saved time on administrative tasks, and increased work mobility.

In 2016, A TCV+ study on ‘e-Nothi’ system in citizen end was conducted where it has seen that citizens’ time, cost and visit requirement decreased while receiving the desire government services through DESC (a2i, 2016).

2.3 Challenges of ‘e-Nothi’ System

All (100%) of the respondents have mentioned different challenges of ‘e-Filling’ system. The challenges are as following;

Challenges of 'e-Nothi' system 63%

41% 36%

18% 9%

Low capacity of Slow speed of Attached file Insecurity of Problem in server system Internt display lately losing confidential present ranking file system

Figure 4: Challenges of 'e-Nothi’ system

The figure has depicted that the ‘e-Nothi’ system has some challenges. Most of the respondents (63%) has mentioned the low capacity of the server system in ‘pick hour’ (10:00 am to 12:00 pm and 2:30 pm to 3:30 pm) due to a large number of users attempt to log in to the system.

“During the pick hour, the slow speed of server system hampers time of senior staffs as they have more engagement.” - Md. Nurujjaman, Programmer, Bangladesh Shishu Academy

The other mentionable challenges highlighted by the interviewees was that occasionally ’e-Nothi’ system does not display the attached file. Another challenge rose from KII is, users are not always aware of the various system updates. To tackle this issue, monitoring authority has taken various steps to inform the users about the update of the system. One initiative that has been quite successful is, when the system is updated, users are informed through a post in e-Nothi’ Facebook Group.

Although there were no cases to be found during information collection in such issue, the respondents have stated that with ‘e-Nothi’ system, there is the anxiety and insecurity of losing confidential files. This seems more of a psychological barrier and fear of “what-if” concerning reliance on technology than anything else. Furthermore, lack of system related knowledge creates a false sense of fear and insecurity regarding the use of the ‘e-Nothi’ system.

The respondents have faced troubleshooting problem; server loading that requires longtime in file uploading during ‘pick hour, lately display of the uploaded file, requiring extended amount of time (more than half an hour) for downloading the file.

Some interviewees found the present ranking system in ‘e-Nothi’ to be problematic; it focuses on the number of disposal of file. For all offices, the work patterns are not the same in comparing to

17 the central offices that have been mentioned by the respondent offices. In such issue, a respondent has mentioned;

“Focusing on the number of file disposal rather than percentage creates dissatisfaction as the nature of work of all Ministry, Department and Offices is not same” - Md. Shafiqul Islam, Programmer, LGED

The govt. employees transfer frequently. Here, the challenge is to assign ID after transferring into new office as long as the previous office admin did not release from the concerned office organogram.

In addition, Smita Borua has mentioned;

“Although in my office I use the ‘e-Nothi’ system from 2016 but I have to collect paper documents of those files for back up and safety.” - , Smita Borua, Deputy Assistant Engineer, Bangladesh Film Archive

3. Case Study

Name: Farkhunda Dorin Designation: Management Counselor (MC) Organization Name: Bangladesh Institute of Management (BIM)

Farkhunda Dorin is now working in Bangladesh Institute of Management (BIM) as a Management Counselor. Her organization came live on 1st April 2018. After that, Dorin is a

regular user of ‘e-Nothi’ System. She said; “the ’e-Nothi’ system has profound facilities and also some challenges. To make it sustainable and user-friendly, it is essential to solve those obstacles.”

The BIM has achieved 5th and recently 8th position in the ‘e-Nothi’ ranking system. 70% of her official works are completed through this electronic system. Here, Dorin is playing a significant role as a managing adviser. She cited; “To stable, long-lasting and effective of this system, a2i should adopt ‘top-down’ approach.”

During the month of February 2018, BIM arranged a training on ‘e-Nothi’ to senstaize the organization’s officials/employees. a2i, the launching and monitoring authority of ‘e-Nothi’ sent a facilitator to train up the officials/employees. Dorin quoted; “There is no alternative

of training to orient and skill up the government officials on the newly launched electronic system. And here, a2i is playing a significant role.” In the first phase, a total 25 officials (68% of total employees) received training on ‘e-Nothi’ system. In the 2nd phase, the BIM arranged training on its own. Now, 100% of the officials and employees are trained up on ‘e-Nothi’ system. After receiving training, the significant changes like eagerness to use the online system, work mobility, and responsibility increases

have seen among the employees. Dorin mentioned; “My senior organizational authorities (DG and Secretary) are very active to ensure the use of ‘e-Nothi’ system. Now they do not sign any paper documents. Having the senior officials leading by example also encouraged the rest of the staff. Combine that with the genuine eagerness of all the employees to use ‘e-Nothi’ has contributed to obtain the rank.” In the BIM, most of the official activities are conducted through the ‘e-Nothi’ system. Only few financial activities are done manually for audit. Here, this ‘e-Nothi’ system has fastened disposing of files, reduced the number of visits among desks and different offices, and striving close to becoming a paperless office. But Dorin did express her concern on possible

cyber-crime that might take place due to the nature of confidential files that are disposed through the system.

a long-lasting plaining by ‘e-Nothi’ system.”

Moreover, the ‘e-Nothi’ system is playing a significant role to ease the government office management and make the paperless office. In comparing to the previous manual system, the electronic filing system requires less time and no visit of file disposal.

4. Discussion The ‘e-Nothi’ system is playing a vital role in office management. In comparing to the central offices (Ministry/Division), the ‘e-Nothi’ using scenario in field offices has found different. The activeness of the higher level authorities within the Ministries /Departments/Organizations is playing an essential role in the effectiveness and sustainability of ‘e-Nothi’ system.

The training program on ‘e-Nothi’ system has played a significant role in enhancing the capacity of the officers in using the system very effectively. Mobile application and Facebook Group is also playing a vital role to keep this system active. The mobile application system is used mainly by the mid to top level officials.

By engaging with the ‘e-Nothi’ Facebook Group, the users are readily aware of the system updates and notices. The social media platform has become an optimal place to seek and receive prompt support with any technical problems. Combine that with two hotline numbers, and an e- mail address for user-support has created a holistic support system, where users are feeling more comfortable and confident using the e-Nothi sytem.

While some challenges exists as stated above, the use of ‘e-Nothi’ system is increasing day by day as well as the civil servants are becoming more efficient users. e-Nothi system is driving the government officials to become more aware of establishing a culture of paperless office.

5. Recommendation toward Sustainability of ‘e-Nothi’ System This present study has been conducted to perceive the present situation of ‘e-Nothi’ system, the impact of it in office management, the challenges, and the way forward. Henceforth, there are some ways forward to improve this system which are as following;

1. This innovative ‘e-Nothi’ system saves time and decreases hassle of the officials/employees. To make this system more effective, sustainable and user-friendly, a2i should develop server capacity of the system. 2. Without the permission of senior authority, the subordinate officers cannot do anything. Meanwhile, to ensure the use of ‘e-Nothi’ system in the offices more effectively, efficiently

and completely, a2i should focus on ‘top-down’ approach and emphasize on the senior authority to train and sensitize them. 3. Despite the age of digitalization, some of the officials and employees are not aware of using the ‘e-Nothi’ and online system. So, a2i should adopt sufficient steps to create more awareness in the minds of officials/employees regarding using of ‘e-Nothi’. 4. Even after coming live, some particular activities (i.e. financial, large file related to pension that is more than 20MB) is not possible to ‘put up’ in the ‘e-Nothi’. Here, a2i should take necessary steps and develop a strategy to ensure all officials activities can be completed through the ‘e-Nothi’ system that will help to create a true paperless office. 5. Sometimes, files that have more instructions in terms of a higher number of paragraphs need more time to process. Auto compressor system should be developed as the big file become compress automatically within a short time. 6. In the performance evaluation, the ranking system is very important. The present ranking system of a2i on ‘e-Nothi’ system focuses on the number of file disposed. a2i should explore ways to present the ranking system to remove dissatisfaction among the users.

6. Conclusion Governments all over the world are using Information & Communication Technology (ICT) to ease the service delivery procedure. The present ‘e-Nothi’ system of Bangladesh is a revolutionary invention that demolished the previous manual system of government office management. This system is now working very effectively through increasing officials/employee’s responsibility, accountability, and transparency towards work. The ‘e-Nothi’ system has introduced the electronic system to minimize the physical movement of people and paper documents and in addition to containing the increasing requirement for physical storage space that indicates the paperless office.

The officials/employees’ tendency towards the use of online system has changed immensely. The training program is playing a very significant role. It has been possible to make capable of the officials/employees through this training program. After availing training, the use of the ‘e-Nohti’ system has become easier as well as the work mobility has increased. Users’ fear of online system has diminished. Instead of the manual system in office management, the present online based ‘e-Nothi’ system has made official work easier.

Besides the training program, the Mobile application, Facebook Group, hotline number has been inaugurated by a2i to establish pleasant user experience. The file disposal has improved vastly

through using of Mobile application since it can use from anywhere any time that created ‘portable workstation’. The Facebook Group helps to get various information as well as to get solution of the problems faced during using of the ‘e-Nothi’. Moreover, the users get solution by informing a2i focal persons over phone call.

The present scenario of using ‘e-Nothi’ system is different between the central (Ministry/Division) and field level offices. In the central offices, the use of the system is much more than the field level offices. The activeness of high officials are playing a profound role to ensure the use of ‘e- Nothi’ system. Here, the ‘top-down’ approach is most important to ensure sustability of the paperless offices through ‘e-Nothi’ system.

There are some challenges of the ‘e-Nothi’ system in both central (Ministry/Division) and field level offices. To mitigate those challenges, the a2i already has taken several steps and should take one additional necessary steps to make the system more user-friendly. To ensure the use of ‘e-Nothi’ system in all government offices, a2i should fasten its’ approach of having the reaming offices live immediately. In addition, devising proper policy guideline (Act, Rules, Framework, Inclusion of five-year plan etc. and more user-friendly application software) can ensure 100% paperless office in Bangladesh.

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8. Appendix Appendix 1: List of Offices Interviewed মন্ত্রণালয়/বিভাগ দপ্তর ও অন্যান্য ১। জন্প্রশাসন্ মন্ত্রণালয় ১। বা廬লায়দশ মুচিয় াদ্ধা কলযাণ ট্রাস্ট ২। স্থান্ীয় সরকার বিভাগ ২। বা廬লায়দশ গ্যাস চিল্ডস ককাম্পািী চলচময়েড ৩। পবরসংখ্যান্ ও তথ্য িযিস্থাপন্া বিভাগ ৩। বা廬লায়দশ কেচলয় াগ্ায় াগ্ চিেন্ত্রণ কচমশি ৪। ভূ বম মন্ত্রণালয় ৪। বা廬লায়দশ সরকাচরকমে কচমশি অবিদপ্তর ৫। মৃচিকা সম্পদ উন্নেি ইন্স綿綿উে ১। সমাজয়সবা অচিদপ্তর ৬। বা廬লায়দশ মহাকাশ গ্য়বষণা ও দূর অিুিাবি প্রচিষ্ঠাি (স্পারয়সা( ২। বা廬লায়দশ আবহাওো অচিদপ্তর ৭। বা廬লায়দশ চসচকউচর綿 অযান্ড এয়িঞ্জ কচমশি ৩। িথ্য ও ক াগ্ায় াগ্ প্র ুচি অচিদপ্তর ৮। বা廬লায়দশ পরমাণু শচি চিেন্ত্রণ কিৃে প ৪। বা廬লায়দশ কবিার ৯। বা廬লায়দশ কাচরগ্রী চশা কবাডে বিশশষ কযাটাগরী অবিস (বিভাগীয়/জজলা/উপশজলা/আঞ্চবলক ১০। বা廬লায়দশ রপ্তাচি উন্নেি বুযয়রা ১। জজলা বশক্ষা অবিস, গাবজপুর ১১।বা廬লায়দশ হাইয়েক পাকে কিৃে প ২। জজলা সমাজশসিা কার্যালয়, গাবজপুর ১২। বা廬লায়দশ চিল্ম অকোইভ ৩। জজলা মবিলা বিষয়ক অবিস, গাবজপুর ১৩। জািীে চবজ্ঞাি ও প্র ুচি জাদুঘর ৪। জজলা তথ্য অবিস, ন্রবসংদী ১৪। জািীে স্থািীে সরকার ইন্স綿綿উে ৫। উপ-পবরচালশকর কার্যালয়, কৃবষ সম্প্রসারণ ১৫। বা廬লায়দশ ইন্স綿綿উে অব মযায়িজয়মন্ট অবিদপ্তর, ন্রবসংদী ১৬। ইসলাচমক িাউয়ন্ডশি ১৭। বা廬লায়দশ চশ� একায়ডমী

Appendix 2: Circular of Cabinet Division on ‘e-Nothi’ use

Appendix 3: সবচিালশয়র বন্শদযশন্া ২০১৪ https://drive.google.com/drive/folders/1AAXnwUaDC8u22Y11NAgojkOOCdoEknMj

Appendix 4: Screenshot of e-Nothi Dashboard

Appendix 5: ‘e-Nothi’ live ‘eco-system’