Abstract

This study aims at evaluating a small governance reform project titled above in the Department of Immigration
and Passports in Bangladesh. The study was conducted in the Regional Passport Office, Dhaka mainly focusing
on One Stop Service Centre for urgent endorsement of passports. Information has been collected both from
secondary and primary sources. A comparative study was conducted on passport delivery services in some Asian
countries to get lessons from their practices. Simple statistical methods and SWOT analysis were used in the
study to analyze both quantitative and qualitative data. The study found significant changes in the atmosphere of
the Dhaka Regional Passport Office with the new initiative. In the One-stop Service Center clients are fairly
happy with the newly introduced speedy services compared to the past. Due to decentralization of the service to
Banks, Post Offices and Deputy Commissioners’ (DC) Offices positive changes are found. Gap was identified
between clients’ expected service and present service delivery system and appropriate suggestions were made
that deemed to be fit.

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