Empathy as a driver of public service innovation in Bangladesh

The Bangladeshi Government established Access to Innovation (a2i) Public Service Innovation Lab+ to ensure easy, affordable, inclusive and reliable access to quality public services which harness the power of digital. To understand and prioritise areas for improvement, senior civil servants acted as “secret shoppers” to better understand what life is like for citizens accessing services outside of their ministry or area of expertise. Following this experience, they encouraged staff in their departments to develop bold, innovative solutions that improve the service experience for the public. In order to communicate about these initiatives, and garner feedback from the public, the Prime Minister’s Office maintains a website providing updates on pilots, success and failures. The website also provides access to policy briefs, infographics and any external publications about a2i.