𝐈𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐞𝐝 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐂𝐞𝐧𝐭𝐞𝐫 𝐎𝐩𝐞𝐧𝐬 𝐓𝐨 𝐒𝐭𝐫𝐞𝐚𝐦𝐥𝐢𝐧𝐞 𝐀𝐜𝐜𝐞𝐬𝐬 𝐓𝐨 𝐎𝐯𝐞𝐫 𝟓𝟎 𝐆𝐨𝐯𝐞𝐫𝐧𝐦𝐞𝐧𝐭 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐬

…𝒑𝒊𝒍𝒐𝒕 𝒊𝒏𝒊𝒕𝒊𝒂𝒕𝒊𝒗𝒆 𝒄𝒐𝒎𝒃𝒊𝒏𝒆𝒔 𝒎𝒖𝒍𝒕𝒊𝒑𝒍𝒆 𝒔𝒆𝒓𝒗𝒊𝒄𝒆𝒔 𝒖𝒏𝒅𝒆𝒓 𝒐𝒏𝒆 𝒓𝒐𝒐𝒇 𝒕𝒐 𝒔𝒂𝒗𝒆 𝒕𝒊𝒎𝒆 𝒂𝒏𝒅 𝒓𝒆𝒅𝒖𝒄𝒆 𝒄𝒐𝒏𝒇𝒖𝒔𝒊𝒐𝒏

By Yeshi Dolma

The government has launched the Integrated Service Center (ISC) in Thimphu to simplify access to essential public services and reduce bureaucratic delays. Alongside this, the enhanced Public Service Contact Center (PSCC), reachable via the toll-free number 1199, forms part of the government’s vision for a more streamlined and citizen-friendly service delivery system.

Despite these efforts, many citizens, including those in urban areas, remain unaware of these platforms, which limits their impact.

The ISC, located within the Ministry of Energy and Natural Resources compound, brings together more than 56 public services under one roof. Its goal is to change how government services are delivered by removing the need to visit multiple offices or navigate various systems for basic paperwork.

“The ISC is about bringing services to people not the other way around,” said Ugyen Rinzin, Deputy Chief Program Officer of the Public Service Delivery Division. “Instead of making people go to three or four different places for one permit or certificate, we centralize everything. It’s more convenient, and we assist citizens from start to finish.”
A key feature is the “No Wrong Door” policy. Ugyen explained, “Any citizen who comes seeking help will receive assistance, even if the service they want is not formally listed at the ISC. We won’t send people away. If we cannot provide the service directly, we guide them or coordinate with the right agency.”

Staffed by trained Service Executives, many with prior experience at community centers, the ISC has served over 500 people since opening six months ago. Officials say this number is expected to grow as awareness spreads and additional services are included.

Meanwhile, the 1199 PSCC serves as a nationwide helpline with eight trained call agents who handle more than 500 calls daily. The center helps citizens understand procedures, submit applications, track progress, and resolve questions related to government services.

“Our goal is to ensure that no one feels lost or left out,” said Karma Wangchuck, Program Officer at the PSCC. “We want to move away from a system where people rely on personal contacts inside ministries. Anyone, anywhere, should be able to call us and get clear, professional help.”

However, many residents in Thimphu remain unaware of these services. Those who stand to benefit the most are often the least informed.

Singye Dorji, a former teacher, described his frustration with accessing government services. He said he spent several days visiting offices only to be told many services were now handled online. Unfamiliar with digital systems, he found the process confusing and sometimes felt helpless. “I even ended up arguing with the staff out of sheer frustration,” he said. He stressed that not everyone is comfortable with technology and that proper in-person support should still be available. He is now hopeful after learning about the new one-stop service center, which he believes will save people time and unnecessary stress.

Aruna Subba, a shopkeeper with limited formal education, shared her difficulty navigating online procedures for renewing her business license. “I have not studied much, so when everything moved online, it became very hard for me,” she said. Simple tasks like filling digital forms or uploading documents were confusing, and she often needed others’ help. With the one-stop center, Aruna said she feels relieved and more confident. “It’s much easier when someone is there to guide you in person,” she said.

Even tech-savvy residents admit they missed hearing about the new center. Dechen Wangmo, 56, said she had not heard of the ISC but was glad to learn about it. “I have faced a lot of difficulty going from office to office just to get simple things done,” she shared. Managing a chronic health condition like high blood pressure, she found the physical strain of running errands overwhelming. “For people like me, even standing in long queues can be a challenge,” she said. Knowing many services are now centralized brought relief. “I am really happy to know things are changing for the better,” she added.

Kinley, a monk living in Thimphu, welcomed the one-stop center. “For monks like us, who are not always familiar with government paperwork or online procedures, this is a real blessing,” he said. He recalled that in the past, even simple tasks required visits to several offices, which was time-consuming and confusing. “Now, knowing we can get help in one place with guidance gives us peace of mind,” he said. “It’s a thoughtful initiative that will really help people who live a simple life like we do.”

Plans are underway to expand this one-stop service model to local levels by upgrading existing community centers across the country’s 205 gewogs. Lessons from the ISC pilot will inform improvements in staffing, digital tools, and service protocols.

While ministries continue to handle backend processes such as verification and approvals, the ISC acts as the citizen-facing front end, offering clear and efficient support.

Officials say these initiatives represent a shift in the government’s relationship with citizens-from authority-driven to service-focused.

“These are small changes but reflect a new mindset,” said an official involved in planning. “It’s not just about technology or new offices. It’s about dignity, respect, and making things easier for people.”
Service executives at the ISC say their role is to bridge the gap between citizens and bureaucracy. “We meet people who are confused, frustrated, sometimes angry,” said one staff member. “But when they leave relieved because their issue was solved in one visit, that’s the real reward.”

Whether these centers can truly transform public service delivery depends on continued investment, capacity building, and most importantly, ensuring all citizens- not just those familiar with the system- know where to turn for help.
As Singye Dorji put it, “It’s a good idea. But a good idea needs to be known to be useful.”