Prime Minister's Adviser for Public Administration Md Ismail Zabihullah spoke at the Inter-Ministerial Validation Workshop on Public Service Delivery Policy Briefs at BCS Administration Academy. Photo : BSS

DHAKA, Sept 7, 2026 (BSS) - Prime Minister's Adviser for Public Administration Md Ismail Zabihullah today stressed the need to find ways to overcome problems in delivering government services after identifying service beneficiaries, providers, cost and expected outcomes.

"It is necessary to identify what services the government is providing to citizens, who the beneficiaries are, which institutions are providing the services, at what cost, what the expected outcomes are and where problems exist in service delivery, and then find ways to overcome those problems," he said.

Zabihullah, BNP Standing Committee member, made the remarks while speaking at the "Inter-Ministerial Validation Workshop on Public Service Delivery Policy Briefs and Matrix". The Ministry of Public Administration organized the workshop at the conference room of the Bangladesh Civil Service Administration Academy in the city's Shahbagh area, said an official handout.

The services provided by different ministries and divisions should be identified by linking them with the Sustainable Development Goals (SDGs) and the government's election manifesto, he said, adding that beneficiaries of each service, the concerned ministries, departments and directorates, required budget and potential barriers to service delivery should then be brought under a single service delivery matrix.

Addressing the government officials, Zabihullah said a service should not be viewed merely as the responsibility of a single ministry. Rather, policies, beneficiaries, responsible institutions, budget, outcomes and citizens' feedback should be brought under an integrated framework, he added.

This, the adviser said, would make it possible to prepare a national list of services, reduce duplication of similar services and strengthen inter-ministerial coordination.

At the same time, a link could be established between service delivery and desired outcomes with budget allocations, he said, adding that officials, as a result, would be able to clearly understand the relationship between their work and measurable outcomes, thereby improving the efficiency of public administration and the quality of citizen services.

The adviser further said that if there are problems in service delivery, the grievance redress system should be made more effective.

He stressed the need for a tracker to ensure progress in decisions and activities, containing information on problems, responsible institutions, required actions, deadlines and progress.

"The main objective of the workshop is to link policy with services, services with beneficiaries, beneficiaries with responsible institutions and institutions with budgets," Zabihullah said.

At the same time, the performance of officials must be linked to measurable outcomes, he said, adding that through this process, the talent and capacity of the civil service could be utilized more effectively to improve the quality of citizen services.

Additional Secretary of the Ministry of Public Administration Mohammad Monirul Islam delivered the welcome address at the workshop while BCS Administration Academy Rector Dr Mohammad Altaf-Ul-Alam spoke as the special guest.

Secretary of the Ministry of Public Administration Md Quamruzzaman Chowdhury presided over the event.

Officials from different ministries and divisions and faculty members of the Bangladesh Civil Service Administration Academy attended the workshop.