𝐈𝐂𝐒 𝐒𝐲𝐬𝐭𝐞𝐦 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠 𝐄𝐧𝐡𝐚𝐧𝐜𝐞𝐬 𝐆𝐫𝐚𝐬𝐬𝐫𝐨𝐨𝐭𝐬 𝐃𝐢𝐠𝐢𝐭𝐚𝐥 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲 𝐢𝐧 𝐒𝐡𝐨𝐦𝐩𝐚𝐧𝐠𝐤𝐡𝐚

…𝒕𝒓𝒂𝒊𝒏𝒊𝒏𝒈 𝒆𝒒𝒖𝒊𝒑𝒔 𝒍𝒐𝒄𝒂𝒍 𝒐𝒇𝒇𝒊𝒄𝒊𝒂𝒍𝒔 𝒂𝒏𝒅 𝒄𝒊𝒕𝒊𝒛𝒆𝒏𝒔 𝒕𝒐 𝒂𝒄𝒄𝒆𝒔𝒔 𝒗𝒊𝒕𝒂𝒍 𝒔𝒆𝒓𝒗𝒊𝒄𝒆𝒔 𝒕𝒉𝒓𝒐𝒖𝒈𝒉 𝒅𝒊𝒈𝒊𝒕𝒂𝒍 𝒑𝒍𝒂𝒕𝒇𝒐𝒓𝒎𝒔

By Tashi Tshewang

In an increasingly digital world, technology is transforming how governments deliver services to citizens. In line with this trend, the Government of Bhutan is taking decisive steps to bring digital solutions closer to the grassroots. A recent initiative toward this goal is the rollout of the Integrated Citizen Services (ICS) system- a modern platform designed to make key services, including birth and death registration, more accessible, particularly in rural areas.

To support this effort, a comprehensive training program was conducted in Shompangkha Gewog, Sarpang Dzongkhag. The program was led by the Director of the Department of Civil Registration and Census under the Ministry of Home Affairs. The training aimed to build the capacity of local officials, including Local Government members, Community Center operators, and Gewog Administrative Officers from Shompangkha, Singye, and Gakidling Gewogs.

Participants were introduced to the key features and practical applications of the ICS system. Emphasis was placed on using mobile phones and computers to assist citizens in registering vital events quickly and accurately. The system is expected to reduce paperwork, save time, and ensure timely documentation of vital records.

Beyond technical training, the initiative focused on empowering local leaders and frontline service providers to take active roles in Bhutan’s digital transition. By enhancing their digital literacy and system familiarity, the program ensured these officials are equipped to support their communities in accessing essential services efficiently.

The ICS training aligns with the government’s broader vision of good governance, inclusivity, and digital empowerment, ensuring equitable access to public services regardless of location.

Shompangkha Gup highlighted the importance of digital inclusion in improving grassroots service delivery. “As the nation advances in this digital era, it is our duty to ensure no citizen is left behind,” he said. “Efficient and accessible services are no longer a vision, they are becoming a reality. To make this transition effective, we must raise awareness through targeted programs that reach even the most remote communities. Mobile users also need guidance to access digital services through user-friendly platforms.”

He further said, “The ICS platform has the potential to transform service delivery. Processes like birth and death registration can now be completed more efficiently. However, seamless service requires all stakeholder agencies to be digitally interconnected to ensure smooth data flow and timely delivery.”

The Gup also emphasized the need to integrate the Bhutan National Digital Identity (BNDI) system. He called for improved digital infrastructure, particularly reliable internet connectivity, to ensure rural accessibility. “This training is not just about using a system- it’s about equipping local leaders and officials to become digital enablers in their communities,” he said. “With the right tools and knowledge, we can ensure services are accessible, fair, and dignified for all.”

Namgangla Dukpa, a villager from Shompangkha, highlighted the challenges of internet access. “The biggest issue is internet connectivity. It’s hard to apply online when the internet is slow or not working properly. It becomes frustrating. It would help if we could use mobile phones or get support from the Community Center to access services easily. There should be awareness programs for everyone. Many people still don’t know how to use these systems.”

Jigme, Gup of Senggye Gewog, praised the system’s impact on administration. “The ICS system has streamlined our administrative work. It simplifies data management, improves coordination between sectors, and speeds up how we handle reports and service requests,” he said. “This has enhanced decision-making and made service delivery more efficient.”

However, he acknowledged existing challenges, including limited digital literacy, inconsistent internet, and system downtimes. “These issues can be addressed through regular ICT training, better infrastructure, and a responsive technical support mechanism,” he said. “We also need support materials in Dzongkha and clear communication about system updates and new features.”

He added, “The training has boosted my confidence in using ICS for planning, communication, and reporting. But to keep pace with the system’s developments, we need refresher courses and on-site mentorship. Having manuals in Dzongkha would help those less comfortable with English.”

Chandra Kumar Rai, Tshogpa of Gomchola, highlighted the importance of localized awareness. “This system benefits people because they don’t have to spend money or waste time traveling to gewog offices. Everything can be done from a smartphone, if they know how to use it,” he said. “We have received video clips explaining the process, and we plan to use them during chiwog meetings to raise awareness. This helps people see for themselves how useful the services are.”

He stressed the need for more hands-on guidance. “If possible, it would be even better to organize one-day training sessions at the chiwog level,” he said. “This would give people the chance to ask questions and try the system with guidance. Once they learn, they feel more confident, and the services will truly improve their daily lives.”

Dema, a resident of Shompangkha, echoed similar sentiments. “I have seen how the ICS system can help us, especially in remote areas. Previously, we had to travel to the gewog office for simple registrations, which cost time and money. Now, we can do it from our phones,” she said. “But internet connectivity is still a problem. It’s hard to use the system when the connection is slow. It would really help to have more guidance, especially for those of us who aren’t very tech-savvy.”

She agreed with the idea of localized training. “One-day training sessions at the chiwog level would allow us to ask questions and try the system ourselves. Once we learn, it will save time and effort. This system has the potential to make life easier, but we need a little support to make the most of it.”

The ICS training in Shompangkha Gewog represents a significant step toward digital inclusion and citizen empowerment. By equipping local leaders and community members with practical skills and awareness, the program is bridging the gap between rural communities and essential public services. While challenges such as internet connectivity and digital literacy remain, continued support, localized training, and infrastructure improvements will be key to ensuring that no citizen is left behind in Bhutan’s digital transformation.