Ensuring Effective Customer Participation: A Case Study on Mobile SIM Re-Registration in Bangladesh


This case recounts the SIM re-registration process in Bangladesh from a service delivery viewpoint and narrates the series of events and challenges undertaken to ensure proactive subscriber participation. The process, activated from November 2015 to May 2016, was a major project and encompassed 130 million active SIM connections and is considered a success story by the stakeholders. The case bases its narration on secondary data sources, especially on national newspaper articles, to ensure the chronicle of events. The study highlights the importance of national level surveillance and discusses how it can be designed by government in alliance with the telecommunications industry. It is expected that readers will be able to use this case study as a basis for understanding how public engagement processes are designed and implemented where there are marginal financial and time resources.

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