Bhutan e-Governance Policy (Amednment 2021)

The Bhutan e-Governance Policy lays the groundwork for the digital transformation of public services in the country. Its purpose is to guide the Royal Government of Bhutan (RGoB) in utilising information and communication technologies (ICT) to create a knowledge-based society. This policy addresses the growing demand for efficient, accessible, and secure public services, while ensuring alignment with Bhutan’s vision of fostering Gross National Happiness. By addressing current challenges such as fragmented ICT initiatives, redundant data collection, and underutilised resources, the policy aims to streamline processes, promote sustainability, and enhance governance.

The scope of this policy encompasses all government agencies, emphasising collaboration, standardisation, and citizen-centric approaches. It not only mandates a transition to digital services but also enforces robust measures for data privacy and cybersecurity. The policy builds upon Bhutan’s previous ICT efforts, including the e-Government Master Plan of 2014 and the revised ICT Roadmap of 2015, which highlighted barriers such as low adoption rates, limited budgets, and inadequate human resources. Through the e-Governance Policy, the government seeks to address these gaps while leveraging emerging technologies to strengthen public trust and improve service delivery.

Objectives of the strategy:

• Transition government services to an online, paperless format wherever possible.
• Ensure accessibility, efficiency, security, and sustainability of online services for all citizens, including people with disabilities.
• Reduce redundancy and consolidate ICT initiatives for robust service delivery.
• Standardise ICT practices and embrace emerging technologies.
• Protect citizens’ confidentiality and privacy to enhance trust in online services.

Guiding principles:

• Whole of government: Encourages collaboration among government agencies to address shared challenges and unify efforts.
• Citizen-centric approach: Focuses on delivering seamless online services by involving citizens in the design and improvement of services.

The policy emphasises digital by default, ensuring that digital channels become the primary mode of delivering government services. This approach includes a commitment to complying with national standards and exploring emerging technologies. Shared ICT assets are a key component in promoting the reuse and optimisation of infrastructure, systems, and data across government agencies to reduce duplication and costs.

Another cornerstone of the strategy is the concept of a single source of truth. This principle assigns responsibility for specific datasets to designated agencies, ensuring consistency and accuracy across government systems. In tandem, information security and privacy measures are prioritised to safeguard data and enhance public trust. Bhutan Computer Incident Response Team (BtCIRT) plays a central role in coordinating cybersecurity efforts.

ICT initiatives are driven by actual needs, led by domain experts, and informed by thorough analysis. This ensures that projects are aligned with development priorities and are effectively implemented. Sustainability planning is integrated into the inception phase of projects, including assessments of the total cost of ownership and operating models to maintain long-term viability.

The implementation structure involves the Ministry of Information & Communications (MoIC) as the custodian of the policy. MoIC is tasked with coordinating a multi-sectoral committee, developing guidelines, and leading overall policy execution. The Cabinet Secretariat issues executive orders and facilitates the implementation of cross-cutting ICT initiatives, while individual agencies develop specific frameworks and lead activities as assigned.

Monitoring and evaluation are integral to the policy’s success. MoIC collaborates with stakeholders to monitor action plans periodically, while the Gross National Happiness Commission (GNHC) evaluates the policy’s alignment with Bhutan’s strategic priorities. Reviews of the policy are conducted as needed to address emerging challenges and adapt to technological advancements.