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Service Process Simplification

Title
Service facilitation
Details

e-Irrigation Service

  1. Name of the Ministry:
    • Ministry of Agriculture.
  2. Name of the Department:
    •  Barind Multipurpose Development Authority.
  3. Name of the Innovation:
    • e-Irrigation Service.
  4. How to start journey
    • Problems/Challenges:
      • Barind Multipurpose Development Authority is providing irrigation 5.06 lac hectors of cultivable land by using around 16000 DTW. Farmers will lose both money and working hour if irrigation pumps are not repaired Intime and in this case crop production decreases. Assistant Engineer would not be informed in time when the pumps were not functioning. As a result, farmer couldn’t get proper service timely and assistant engineer couldn’t supervise. As there was no document of service delivery process the scope of accountability was very limited. Mechanics needed to come back office to submit indent in case of spare parts required and very often if assistant engineer stayed outside of office for official purpose in those case spare parts were supplied in delay. Farmers don’t know actual requirement of irrigation and they would provide excess irrigation according to their conventional system.
  • Source of inspiration:
    • Innovator A K M Moshiur Rahman got an Idea to simplify public service delivery process from a training arraigned by office of divisional commissioner, Rangpur in association with a2i programme dated from 08 November to 12 November 2017. He stated to think to provide faster and accountable service. His innovation is an outcome from the changes of his skills, thinking, ability and attitude which he had acquired from different innovation trainings arranged by access to information program (a2i).
  • Technique how to solve the problems.
    • A Web Application named www.sechseba.gov.bd is developed.
    • Farmer apply for service through www.sechseba.gov.bd or mobile apps.
    • Instantly assistant engineer is informed through SMS and he assigns a person who will provide the service with a time frame.
    • The applicant gets assurance of when and who will provide the service by SMS and stays tension free. 
    • Service provider and supervising officer get SMS about the service details at a time.
    • When any spare part is required at the time of repairing pumps service provider can submit indent through application.
    • Assistant Engineer approves the quantity of spare parts considering the reason of indent.
    • Instantly approval notification is sent to store keeper (with a secret pin code) and applicant by SMS. Then applicant can receive spare parts from store keeper showing the SMS after signing on printed indent form.
    • Higher officials can monitor service delivery process logging in on web application.
    • Service provider entry on web application after completing the service.
    • Applicant can rate the service against each service.  Where low rating is given assistant engineer is informed by SMS about it so that he can take proper initiative to improve service quality
    • Farmer can know the proper amount of irrigation required by inputting moisture content of soil, soil texture, date of plantation and capacity of pump.
    • Farmer can book pump in advance using web application.
  • Steps that were taken:
    • Innovator shares his Ideas with Chairman, Executive Director, Executive engineers and other zonal heads.
    • Innovator shares his Ideas with stakeholders and employees of BMDA.
    • A web application named e-irrigation service is developed. The innovation is piloted in Rangpur sadar upazila.
    • Getting a fund of 21,70,000 taka from SIF and a new web application is developed.
    • Training program is arranged for employee of BMDA and stakeholders.
    • Farmers and DTW Operators are trained about how to use the application and motivated them to use it.
  • How to face implementation challenges:
    • As there was no fund to develop web application the innovator himself designed and coded the application named www.sechseba.com and piloted at Rangpur sadar upazila. So, there was no expenses to develop that application.
    • After that, e-Irrigation service project is approved and funded from Service Innovation fund for further improvement and addition of new features of web application. Using that fund www.sechseba.gov.bd web application is developed and piloted at Rangpur sadar, mohadebpur, badalgachi, bagmara and tanor upazila.
    • Farmers, who can’t use internet and submit application, can go nearby union digital center or can call a selected phone number for submitting the application on behalf of farmer. To resolve this issue more conveniently this application can be integrated with KRISHI CALL CENTRE.

 

  • Initiatives to make it sustainable:
    • This innovation is selected for replication from a showcasing workshop organized jointly by Ministry of Agriculture, Cabinet Division and a2i on 06 august 2017.
    • 168 farmers get training about how to use e-irrigation service application. And the training program is running in a small scale.
  • Initiatives needed to make it sustainable in future:
    • It is necessary to motivate and well train up the farmers for replication of this innovation in field level.
    • It is necessary to experiment about irrigation scheduling in field level for different crops
    • It is necessary to set up exhibition plot to motivate farmers and performance assessment of irrigation scheduling.
    • It is necessary to supply smart phone and moisture meter in a subsidized rate to farmer.
    • It is necessary to provide training for farmers to improve their skill to get online based agriculture and public service.
    • Farmers can receive irrigation service using mobile phone and pay irrigation charge through mobile banking to reduce sufferings and get hassle free service.
  1. How to change:
    • Who are benefited:
      • By using e-Irrigation service around 15000 farmers are getting service faster and hassle free at present. If this service is replicated around 450000 farmers, will be benefited by turn.
      • 832 nos of service is provided using this application and 744 is in time. Service delivery percentage is 89% in due time.
      • By knowing irrigation scheduling and modern irrigation management the farmers all over the country will be benefited.
  • Long term benefits:
    • Irrigation expenses will be reduced if pumps are repaired faster. Farmer can get One Lac service saving 30-40% time and 70-75% service cost in a year in compare with usual practices.
    • It will increase crop production due to hassle free irrigation.
    • Farmer can save irrigation as well as water resource and electricity.
    • Boosts confidence of people in public service.
  • Changes in TCV and quality:
    • Spare pars delivery process become faster due to online based system and applicant is well informed about quantity of spare parts issued against his complain by SMS.
    • Scope of corruption has been reduced.
    • Accountability has been increased.
    • Scope is created for increasing service quality based on client rating.
    • Boosts confidence of people in public service.
    • Higher officials can monitor directly the whole service delivery process.
    • Farmer can be ensured of the person who will provide service and when. As a result he remains tension free.
    • A competition has been started among employees because performance evaluation is assessed based on service delivery rating.

 

 

 

Changes in TCV

 

Before

After

Time (T) Day

2-3

0-1

Cost (C) Taka

400-500

0-150

Visit (V) day

3-4

0-1

Changes in quality

 

Before

After

Accountability

Scope of corruption

Scope of increase service quality

confidence of people in public service.

  1. Stakeholder’s comments or feedback:
    • Service recipient
      • Previously we have to call office or visit physically to apply for repairing pump which caused delay in repairing work and irrigation is hampered. Now, through e-Sechseba we are receiving same service instantly. Furthermore, I have a document about my application. I can rate of my service.  Besides farmers can directly contact with higher officials using this application.
  • DTW Operator:
    • We can inform the farmers  the proper time when the pump will be started again to farmer so that they can take preparation for irrigation. Using this application, I can know the quantity and type of spare parts allotted against my complain by SMS.
    • Upazila chairman, Rangpur sadar:
      • Before e-sechseba there ware lot of complain and irregularities in service delivery. But, after introducing this e-sechseba those complain and irregularities have been removed. As a result, our customers are now getting the service in possible quick time.
    • Innovator’s Comment:
      • Corruption is inspired due to uncertainty of getting service in time. This innovation is for ensuring intensive monitoring and accountable service. After many ups and downs I reach on my goal. If anyone wants to do good deed, he has to face many obstacles and resistance from persons who are benefited from others’ sufferings. These obstacles encourage me and help me to go ahead. If I can spread this service to whole BMDA we can reach our goal of making Digital Bangladesh.
  1. Achievement:
    • Service Innovation fund is introduced in all offices od BMDA for further improvement and addition of new features of web application.
    • A decision has been taken for replication of this innovation on 06 August 2017.
  2. Recognition is achieved as a best practice on “Innovation on public service and implementation” in district and upazila level in Rangpur district digital innovation fare 2017.
  3. Links for details about innovation: 
       
         The Barind Multipurpose Development Authority is irrigating 5.08 lakh hectares of land in Rajshahi and Rangpur divisions with about 16,000 irrigation devices. If the irrigation equipment is damaged and not repaired quickly, the farmer's labor hours as well as money are wasted and crop production is hampered. If the irrigation system was damaged, the head of the office would not be informed about the service application in time and as a result, if the service was delayed, he would not be able to supervise it properly. The field of accountability was very narrow due to lack of documentation of service delivery process. The field of accountability was very narrow due to lack of documentation of service delivery process. In many cases the delivery of goods would be delayed if the head of the office was out of office. Farmers do not know when and how much irrigation is required in the land and they provide extra irrigation according to conventional ideas;
1. : Source of inspiration;
     Organized by Divisional Commissioner Rangpur under the supervision of A2I Program for 5 days from 08 to 12 November, 2015 Innovator Mr. AKM Mashiur Rahman changed his mind about improving civic service through training on innovation in civic service. He began to think of ways to ensure that accountability services were provided as soon as possible. This innovation is a result of the change in his skills, thinking ability and mentality as a result of training in different periods through A2I.
2.: Problem Solving Strategies:
a. A web application called e-service bmda.rajshahi.gov.bd has been created.
b. Farmers can apply for e-services through one-time registration through bmda.rajshahi.gov.bd web application or mobile apps.
c. With the application of e-service, the head of the office is informed through the documents and assigns the responsibility by setting a time limit.
d. The e-service applicant can be assured that he / she will be informed about when to provide the service through documents.
e. The e-service provider and the supervising officer are also informed about the assignment at the same time through documents.
f. If any goods are required during e-service irrigation machine repair, the service provider provides the goods demand form online.
g. The e-service office approves the demand considering the rationale of the main demand. Instructions for delivery of goods with a secret number to the warehouse keeper are immediately sent through the document and documents are provided to the applicant stating the amount of goods delivered. The applicant then shows the documents to the warehouse keeper and signs the printed demand form and receives the goods.
h. If the senior officer logs in to the application, he / she can supervise all the service delivery activities under him / her.
i. After providing the service, the service provider enters it online.
j. The client is able to evaluate against each service. If an unsatisfactory or low rating is found, the documents are going to the head of the office. So that he can take effective steps to improve the quality of service.
k. The moisture content of the land, the type of soil, the date of planting of the crop and the capacity of the irrigation system can be used to determine the amount of irrigation required.
l. Farmers can book in advance for the use of irrigators.
3. : The steps that were taken:
a. The Chairman of the Authority, Executive Director, Executive Engineer Rangpur Region and other engineers under the Region exchanged views on innovation.
b. Beneficiary farmers and officials / employees are exchanged views.
c. A web application called e-Sechseba was created and the invention was piloted in Rangpur Sadar Upazila.
d. After receiving a financial allocation of Rs. 21,60,000 from the authorities, a new application was prepared.
e. Training is provided to e-service officers / employees.
f. Farmers and deep tube well operators are taught application usage techniques and encouraged to use applications through motivation.
4. : How the Implementation Challenge was Tackled:
a. Due to lack of funds for web application, the inventor himself created the web application bmda.rajshahi.gov.bd and piloted it in Rangpur Sadar Upazila. As a result, no money was spent on creating the application.
b. A project titled e-Sechseva is available from the Service Innovation Fund for further development of the application after e-service. A new web application was created through that project. Piloting is currently underway in Rangpur Sadar, Badalgachhi, Mahadevpur, Tanore and Bagmara Upazilas using the application bmda.rajshahi.gov.bd.
c. Farmers who cannot use the Internet. They went to the nearby Union Digital Center. He can apply for the service by calling a specific phone number in which case the application is submitted online on his behalf. If you want to resolve the issue more efficiently, you can arrange to submit an application through the Agricultural Call Center.
5. : Details of Sustainability Measures:
On 08/06/2018, the Ministry of Agriculture, the Cabinet Division and A2I jointly organized the showcasing and decided to apply the innovation. 168 farmers were trained on e-irrigation service use techniques. Training activities are running on a limited scale.
6. : Things to do in the future for sustainability:
a. It is important to provide training and motivation to the farmers for the application of the innovation in the field.
b. Research on different crops is required to provide accurate irrigation schedule.
c. Irrigation schedule for different crops needs to be verified through field level demonstration plots and farmers need to be encouraged to use them.
d. In addition to training the farmers to enhance their skills in agriculture and civic services, they are also provided with smartphones and moisture measuring devices at subsidized rates.
7.: The beginning of change:
     The Barind region covers most of the areas of Rajshahi, Chapainawabganj and Naogaon districts and parts of greater Rangpur, Dinajpur, Bogra and Pabna districts including Natore. The picture in this region is completely different from other parts of the country. The sun-scorched high and low plains, acacia, cactus and some shrubs and occasional palm trees were common sight in the area. The climate in these areas is very rough and the rainfall in this region is much less than other regions of the country. In the past, agriculture here was rain-fed, so one crop was produced annually. If it did not rain in time, crop production would be affected. As a result, the people of these areas were extremely poor. Even many warriors were destitute. So the people here used to go elsewhere regularly in search of work. Due to the soil structure and ground water level, irrigation was not possible with deep tube wells prevalent in these areas.
         In 1975, the engineers of the then Bangladesh Agriculture Development Corporation (BADC) in the region invented a kind of deep tube well. Creates opportunities for irrigation by groundwater. In view of this, for the overall development of Barind area, 15 upazilas of Rajshahi, Chapainawabganj and Naogaon districts have been included under BADC. A project called "Barind Integrated Area Development Project" (BIADP) was adopted. The project included installation of deep tube wells for irrigation, re-excavation of ponds and canals which not hold could water due to lack of repairs, and planting of trees and construction of roads in remote rural areas for development of communication system.
        The project was completed in 1990 at a cost of only 26% of the allocated funds. Due to the success of the project, even after the completion of the project, the implementation method of the project is reconsidered and for the development of the entire Barind area in order to speed up the development activities. January 15, 1992 Rajshahi, Chapainawabganj an independent body called "Barind Multipurpose Development Authority" (BMDA) was formed under the Ministry of Agriculture comprising BADC officials covering all the 25 upazilas of Naogaon district.
        As a result of the relentless work of some enterprising officers / employees after tackling that challenge in 1985, today that rough Barind area has become the grain storehouse of Bangladesh. After the establishment of BMDA in 1992, Rajshahi, Naogaon And after the unimaginable success in Chapainawabganj district, BMDA's activities were expanded in Thakurgaon, Panchagarh and Dinajpur districts in 2003 with the commissioning of useless / unused deep tube wells by the Water Development Board. The revolution in agriculture took place with the introduction of 1217 abandoned deep tube wells in 1 year. Following this, in December 2004, BMDA expanded its operations to 16 districts of Rajshahi and Rangpur divisions, including Greater Rangpur. At present, BMDA has irrigated more than 5 lakh hectares of land in 122 upazilas of 16 districts through 15500+ deep tube wells, turning North Bengal into a granary. In the context of the success of the authorities and to strengthen the organizational structure of the BMDA. The “Barind Multipurpose Development Authority (BMDA) Bill-2018” enacted the law and provided opportunities for various development activities in all the districts of Rajshahi and Rangpur divisions.
8.: Beneficiary details: As a result of the use of e-irrigation services, about 15,000 farming families are currently getting irrigation facilities at the fastest time. About 4.5 lakh farming families of BMDA will be covered under this facility in phases. To date, 744 out of 632 services have been completed within the stipulated time using e-irrigation services. The percentage of service delivery within the stipulated time is 79%. Knowing about irrigation schedule and modern irrigation management will benefit farmers across the country.
9.: Far-reaching contributions: If the irrigation system is repaired at the earliest, the irrigation cost of the farmer will be reduced. In all BMDA offices If this service is introduced, it will be possible to provide about 1 lakh services per year in about 30 to 40% less than the conventional method. It will save 60 to 75% of the cost of receiving the service. Crop production will increase. Irrigation scheduling will save irrigation as well as fuel. People's confidence in receiving government services will increase.
10.: Methods / Time / Suffering / Expenses / Services means that change has come: Demand for this specialty has grown significantly as a result of recent corporate scandals. The applicant is being informed through documents what goods he got against his application and with the reduction in opportunities for corruption and increased accountability, there has been an increase in public confidence in civic services, including in the field of service quality assessment. Senior officers are able to directly supervise the service activities. Farmers will be able to know who will provide the service when. As a result of determining the efficiency of the officers / employees on the basis of service delivery, mutual competition has started among them in providing fast service.
Attachment
Service facilitation