Innovation Pilots

Unleashing the ingenuity of government officers for innovating citizen-centric public services

Enabling civil servants to experiment with ideas for improving public service delivery using insights from their ‘empathy journey’. Show more


nnovation Pilots funded by a2i’s Service Innovation Fund and local resources mobilized by the government innovators themselves, allow them to try out ideas developed as part of their Empathy Journey to improve public services.

Empathy triggered citizen-centric innovation

a2i’s empathy methodology arranges for relatively senior government officers to act as secret shoppers and visit citizens’ access points for services outside of their ministry or area of expertise. This effectively places them in citizens’ shoes since they are forced to navigate public systems without any official privileges. The critical eye that participants develop from this experience allows them to identify ‘pain points’ or improvement areas from the citizen’s perspective.

Supporting & managing innovation in the public sector

At this crucial stage, a2i equips the innovators with tools to engage citizen-beneficiaries and organizes workshops to learn from their feedback so the ideas are refined to effectively meet their needs. Moreover, through Public Service Innovation Bangladesh – a social media powered peer-support and mentorship network –

we connect the innovators with present and former colleagues from across Bangladesh Civil Service who offer inputs based on their experience and act as mentors. Improving the service delivery of one department often involves dependencies, especially coordination at the field level, with departments from other ministries.

Innovation Circles organized at the divisional level are thus designed to bring in another dimension to the exchange of ideas and whole-of-government collaboration necessary for the pilots to mature in both design and scope, form partnerships and mobilize the funding necessary to scale and sustain. These consultations also help the innovators to develop pragmatic solution designs and sound implementation plans. The solution and implementation plans are shared with the concerned directorates and ministries before finalization of the pilot initiative.


To date, over 36 Innovation Pilots have been initiated and scores up-scaled in diverse service sectors ranging from health to agriculture, education, youth development, environmental conservation and many more – tangible exhibitions of the new culture of innovation that a2i is fostering in the Bangladesh Civil Service.

Cases and Stories


Farmer’s Window- Solution of Your Plant’s Problem Lies Here

In maximum cases farmers are not enough capable to express their crop’s or plant’s problems to agriculture extension service provider properly. Therefore, sometimes …

Farmer’s Window- Solution of Your Plant’s Problem Lies Here


In maximum cases farmers are not enough capable to express their crop’s or plant’s problems to agriculture extension service provider properly. Therefore, sometimes errors occur in identifying the problem for which they get inappropriate suggestions. The main reason for this scenario is existence of communication noises between farmer and extension worker. Visiting farmer’s field involves cost, take time and needs farmer’s frequent visit. The problem becomes much worse whenever the farmer is a tribe or disabled one. In addition, sometimes delayed advice to the farmer for delayed visit at field by the officers causes a huge damage of crops. Moreover, all Agricultural Extension Service Provider (SAAO, NGO worker and others) are not equally capable of suggesting farmer during any incidence of plant’s problem (pest, disease attack).


An electronic and device responsive pictorial database (which is standardized by a high profile technical expert committee) of plant’s problem named “Farmer’s Window- solution of your plant’s problem lies here (কৃষকের জানালা- আপনার ফসলের সমস্যার সমাধান এখানেই)” has been developed through which farmer/user can easily identify his/her plant’s problem seeing at the picture existing in database. From this database one can also get the standardized suggestions by clicking the picture of the problem. To facilitate the farmers, in this database pictures of plant’s problems i.e. symptom of insect damage, disease infection and nutritional deficiencies were taken from the field and arranged in a logical order. Thus the database is found to be very effective in identifying a plant’s problem by farmers even by a tribe or disabled person, who have language problem.

One of the most important features of this database is one can find it easily in the link ( and can use it from online or offline using desktop, laptop, tab or Smartphone.


Study found that by using this database, plant problem can be identified correctly and easily which make possible to provide appropriate suggestion to the farmers. Data also revealed that through using the database cost of delivering or having service has reduced up to 86% while time has reduced up to 66.66%. And the number of visit also reduced in a significant amount. Study also revealed that both quality and quantity of service have increased by the intervention of the new system as well as level of satisfaction of farmer increases in receiving service through the database.

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