Over the last decade, Bangladesh has seen a remarkable change in its public procurement processes, thanks to the implementation of the e-Government Procurement (e-GP) system. Spearheaded by the Central Procurement Technical Unit (CPTU) and supported by Dohatec New Media, this digital platform has revolutionized how government agencies carry out their procurement activities, leading to significant cost savings, improved efficiency, and enhanced transparency.
e-GP: A Summary
Bangladesh introduced the e-GP system in the early 2010s to streamline procurement and curb corruption. It was implemented in two phases – e-Tendering and e-Contract Management, improving efficiency and transparency. The system has reduced procurement time from 100 to 58 days, saving $1.1 billion annually. It has also promoted citizen engagement and paved the way for expansion to cover all government procuring entities.
Dohatec: A Partner in Bangladesh’s e-GP Transformation
Dohatec New Media has played a vital role in driving the e-GP transformation in Bangladesh by developing and implementing the e-GP system. They have provided training and technical support to both government officials and private sector stakeholders, making e-GP more accessible and user-friendly. Dohatec’s expertise has been crucial in promoting the adoption of e-GP in Bangladesh, which has led to a more transparent, efficient, and equitable procurement process. Additionally, Dohatec is responsible for establishing the e-GP helpdesk within the CPTU that operates under the Ministry of Planning. The helpdesk is staffed by Dohatec employees who provide round-the-clock services, with 14 employees working in 3 shifts. The 7 a.m. to 3 p.m. shift has 2 more employees than the evening and night shifts, as it experiences a higher volume of inquiries during the day in Bangladesh.
e-GP Helpdesk: Essential Support for Users
The e-GP helpdesk is responsible for providing technical and administrative support to users of the e-GP system. This includes procuring entities, bidders, and the public. The primary objective of the helpdesk is to answer questions about the e-GP system, troubleshoot problems, and provide guidance and support on how to use the system effectively.
The e-GP helpdesk support provides a wide range of services, such as physical support, e-GP support, registration assistance, payment issues, and tender-related issues. Physical support may include providing users with access to computers and other equipment needed to use the e-GP system. Additionally, it may involve assisting them with printing and other tasks. e-GP support may include providing users with information and guidance on how to use the e-GP system and troubleshooting problems they may encounter.
The helpdesk support staff can also assist users with the registration process for the e-GP system, as well as with issues regarding payment on e-GP. Moreover, they can help users with issues related to tenders, such as creating and submitting tenders and resolving any problems.
Overall, the e-GP helpdesk support is vital in ensuring that the e-GP system is accessible and user-friendly for all users. The role of the e-GP helpdesk is crucial in ensuring the success of the e-GP system. By helping users navigate the system and addressing any issues they may encounter, the helpdesk makes the e-GP system more accessible and user-friendly.
Challenges and Rewards of Working on the e-GP Helpdesk
Working at the e-GP helpdesk can be a challenging yet rewarding experience. Dohatec’s employees who work at the helpdesk play a crucial role in ensuring the success of the e-GP system by providing technical and administrative assistance to its users. They possess excellent communication skills and can provide clear and concise instructions to users with varying levels of technical expertise.
In Bangladesh, people are not known to be tech-savvy, which often results in difficulties regarding e-GP and tenders. However, Dohatec’s capable support staff help users navigate the system, resolve any issues they may encounter, and provide feedback to the development team for continuous improvement of the system. It is worth mentioning that almost 90% of e-GP issues are resolved solely by the helpdesk, proving their efficiency and expertise.
Mr. Mohammad Shohelur Rahman Chowdhury, the Director General of CPTU, frequently praises the helpdesk for their excellent work.
Summing Up
The e-GP system has brought a revolutionary change in public procurement in Bangladesh, resulting in significant cost savings, improved efficiency, and increased transparency. The e-GP helpdesk provides essential assistance to the users in navigating the system and resolving any problems. The e-GP system and helpdesk are perfect examples of how technology can transform public procurement processes. As the system continues to evolve and expand, it will have an even more positive impact on public procurement and national development, enabling Bangladesh to achieve its developmental goals and aspirations.