Expedite e-Government services 

The Immigration and Emigration Department announced this week that Sri Lankans living abroad can apply for new passports online with effect from 1 June. This is indeed welcome news given the cumbersome process which is in place at present.

The Department also announced that under discussion is the implementation of an e-passport service so as to expedite the process of issuing passports and reducing the hassle that thousands of people who want to get a new passport go through, having to stand in long queues and pay middlemen who promise to expedite their application for an extra payment.

Successive governments have laid out ambitious plans over the years to make Government services accessible through electronic platforms, but the success rate of such services is poor. The process for applying for a National Identity Card (NIC), a driving license, or passport remains cumbersome with no proper systems in place even to get an online appointment so that one can submit the relevant papers at an allotted day and time. In places where online appointment portals are available, these tend to be more out of service than in service.

The Sri Lanka Administrative Service (SLAS) and other Government services remain largely bogged down in paperwork at a time when most countries have moved to electronic systems which not only assure an efficient service but also help to curb bribery and corruption. While there are instances where one would need to physically visit a Government office to get work done, routine applications/ approvals that the public require should be made available online. 

The Sri Lanka Police which on a daily basis deals with the public remains archaic in the manner in which it provides services to the public. Paying a traffic fine means going to the post office and then going with the receipt to a police station to collect the licence. It is this tedious process that encourages drivers to offer “something” to a policeman on duty to forgo the process of retrieving a license once it’s taken by the Police.

Similarly, a visit to a police station for a routine complaint regarding a lost ID card or licence etc. would mean at least two to three hours waiting for a constable on duty to write out a lengthy statement by hand and to obtain a copy of it. Spot fines have been discussed for years but not implemented while most countries now give the options of paying fines using mobile phones.  

There is also the need for police stations to move to a computer-based system where a standard form can be filled with the details of a complainant. This way it is easier to retrieve information when needed and will discourage bribery and corruption. These are a few areas where computer-based systems can not only save the public from a great deal of hassle but also allow officials to use their time more productively.  

The Department of Motor Traffic to a great extent moved to electronic systems  with its services but it needs to provide online services for Sri Lankans living overseas and want to renew their license. At present applications have to be lodged through the Sri Lanka Embassies/High Commissions/Consulates in the country for their residence and the process can take three to six months for one to receive a new licence.

Moving to electronic platforms will mean more income for the Government, more productivity, less bribery and corruption and a hassle-free service to the public.

Without boasting of future plans to take the country to a new digital age, the Government can start by providing these basic facilities to the public so that they aren’t inconvenienced in the manner that it happens now.