Desk Report:
Md. Ismail Zabiullah, a member of the BNP’s National Standing Committee and the Prime Minister’s Advisor on Public Administration (holding the rank of a Minister), remarked that the creation of service delivery mechanisms, matrices, policy briefs, and trackers through inter-ministerial cooperation would facilitate government planning, budget formulation, service monitoring, and decision-making.
The Advisor made these remarks on Monday (September 7, 2026) at a workshop titled “Inter-Ministerial Validation Workshop on Public Service Delivery Policy Briefs and Matrix,” organized by the Ministry of Public Administration at the conference room of the BCS Administration Academy in Shahbagh, Dhaka.
The Public Administration Advisor stated that it is essential to identify the services the government provides to citizens—including who the beneficiaries are, who provides the service, the cost involved, the expected outcomes, and any obstacles in the delivery process—and to find ways to overcome these challenges. To this end, services from various ministries and departments must be identified and aligned with the SDGs and the government’s election manifesto. Subsequently, details regarding beneficiaries, relevant ministries and departments, required budgets, and potential delivery obstacles for each service must be incorporated into a “Service Delivery Matrix.”
Addressing administrative officials, the Advisor emphasized that a service should not be viewed merely as the concern of a single ministry; instead, policies, beneficiaries, responsible departments, budgets, outcomes, and citizen feedback must be brought under an integrated framework. This approach will enable the compilation of a national service inventory, reduce the duplication of similar services, and strengthen inter-ministerial coordination. It will also link budget allocations with specific services and desired outcomes. Consequently, officials will clearly understand the connection between their work and measurable results, thereby enhancing the efficiency of the public administration and the quality of citizen services.
The Advisor further added that if any problems arise during service delivery, the grievance redressal mechanism must be made more effective. A tracker must be maintained to ensure progress on decisions and activities, documenting issues, responsible agencies, required actions, timelines, and status updates. He stated that the workshop’s primary objective is to link policies to services, services to beneficiaries, beneficiaries to responsible agencies, and agencies to budgets. Simultaneously, the performance of officials must be aligned with measurable outcomes. This approach will enable the improvement of citizen service quality by more effectively leveraging the merit and capacity of the civil service.
In his welcome address, Mohammad Monirul Islam, Additional Secretary of the Ministry of Public Administration, noted that the Ministry is responsible for overseeing various government services. He explained that by establishing a matrix that aligns the current government’s election manifesto with SDG targets, it will be possible to monitor the services of all departments and agencies collectively.
Speaking as a special guest, Dr. Mohammad Altaf-ul-Alam, Rector (Secretary) of the BCS Administration Academy, stated that a tracker would be introduced to monitor the progress of various government services—such as family cards, farmer cards, health cards, and monthly honorariums for Imams, Muezzins, Khadems, and service personnel at religious institutions—by consolidating them into a single matrix.
In his presidential address, Md. Kamruzzaman Chowdhury, Secretary of the Ministry of Public Administration, emphasized that delivering government services to the people’s doorsteps is a commitment of the current government. He urged all officials present to dedicate themselves to serving the public.
Officials from various ministries and departments, along with faculty members of the BCS Administration Academy, attended the event.
