An official website of Ministry of Digital Economy, Government of Sri Lanka
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A structured review of how people complete a small number of high-volume government interactions, from first contact to final outcome, identifying where the process breaks down.
NoteDemonstration record. Content, partners and dates are illustrative.
The programme looks at what actually happens when someone tries to complete a government interaction — including the parts that happen on paper, by phone, or by travelling to a counter.
Interactions that look like one service to a citizen are often several processes across different institutions. Nobody holds the whole journey, so nobody can improve it end to end.
Field research at service points, interviews with front-line officers, and step-by-step mapping of each journey with the institutions that own it. Findings are written in plain language and shared with all parties.
A published journey map per service, a shortlist of changes that can be made without legislation, and a smaller list that requires policy or legal change.
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An open session for technology suppliers, integrators and industry bodies on how the programme will be delivered and how organisations can take part.
Related work
Establishing a common baseline for how government systems exchange information, so a citizen does not have to supply the same document twice.
A single authoritative list of government services with plain-language descriptions, so people and institutions can find what exists.
Notices, procurement updates and delivery notes. Demonstration form — nothing is sent.
