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projectThe system, MyNLCS is a web-based mail and document management platform developed in-house by NLCS to improve official communication, document tracking, and public service delivery. Initially launched in 2018, coinciding with the 38th Birth Anniversary of
To reduce delays, paperwork, and physical follow-ups in government correspondence and citizen services through a unified digital mail and document management system with real-time tracking and accountability.
The system, MyNLCS** is a web-based mail and document management platform developed in-house by NLCS to improve official communication, document tracking, and public service delivery. Initially launched in 2018, coinciding with the 38th Birth Anniversary of His Majesty The King, as a document-tracking system, it has evolved into a reliable platform for receiving, dispatching, archiving, and monitoring official correspondence. The system was revamped in 2023 and extended to the land sector in the Local Government Offices.
The proposed initiative aims to scale up myNLCS into a government-wide digital correspondence and citizen service platform that can be replicated across civil service agencies.
Problem Addressed
Before the introduction of the systems, the following issues caused delays and increased the pain points for the service users.
● Physical dispatch of letters caused delays and increased postage costs.
● Tracking of applications and official documents was difficult.
● Instances of lost documents and lack of accountability
● Citizens had to make repeated office visits for updates.
● Monitoring of progress and status of cases was not systematic (manual follow-up).
Innovation Introduced:
● Intra-agency digital dispatch and receipt of official correspondence.
● Online submission of citizen applications.
● Real-time monitoring tools.
● SMS/email alerts and digital acknowledgements.
● Role-based access and audit trails for accountability.
● Faster and citizen-centric public service delivery.
● Improved transparency and accountability through tracking IDs and audit trails.
● Elimination of document loss incidents.
● Reduced dependence on physical paperwork and dispatch.
● Stronger accountability and institutional collaboration, with better coordination between NLCS, Dzongkhags, Thromdes, and Dungkhags.
● Improved monitoring of Turnaround Time (TAT) for services.
● Reduction in administrative and postage costs.
● Reduced physical visits and waiting time for citizens.
● Improved data-driven decision-making through dashboards and analytics.
● The initiative directly supports the vision of an Enlightened Entrepreneurial Bureaucracy (E2B) through a practical, scalable, and measurable digital transformation initiative.
Scalability:
The myNLCS system was developed to facilitate secure and efficient correspondence management between the National Land Commission Secretariat and land sector agencies. Since its launch, the system has proven highly effective, with no reported incidents of lost documents and significant improvements in document tracking and accountability. However, the current system is limited in scope and functionality, primarily serving internal communication between NLCS and selected agencies. There is now an opportunity to enhance the platform into a comprehensive government-wide digital correspondence and citizen service system.
Additional Module in the enhanced version
6.1 Inter-Agency Dispatch and Receipt Module
Objective: To enable all government agencies to digitally dispatch and receive official correspondence through a unified platform and archive documents digitally
Proposed Features
● Secure inter-agency correspondence exchange
● Digital dispatch, receipt acknowledgement, and tracking
● Role-based hierarchical access control
● Workflow-based approval and sharing mechanism
● Audit trail and document history
● Hierarchical Communication Structure
● A hierarchy-based communication protocol will be established to maintain administrative integrity.
Example:
● Executive-level officials may communicate with lower-level officials
● Executive-to-executive correspondence will be restricted to authorised personnel only
● Access and sharing privileges will be role-based
Expected Benefits
● Faster correspondence delivery
● Elimination of delays associated with physical dispatch
● Reduced paper and postage costs
● Improved accountability and traceability
● Standardised communication across agencies
6.2 Citizen Application Submission Module
Objective: To provide citizens with an online platform for submitting applications and monitoring progress.
Proposed Features
● Online submission of applications and supporting documents with an auto-generated tracking ID for every submission
● Real-time status tracking using CID/Tracking no
● Visibility of the dealing officer/unit handling the case
● SMS/email notification capability and digital acknowledgement receipt
● Provide feedback
Expected Benefits
● Improved public service delivery
● Increased transparency
● Reduced crowding at offices
● Time and cost savings for citizens
● Enhanced public trust and satisfaction
6.3 Integrated Dashboard and Reporting System
Objective: To provide real-time monitoring, reporting, and decision-support tools for both intra-agency and inter-agency operations.
Proposed Dashboard Features
● Total correspondences dispatched and received annually
● Agency-wise correspondence statistics
● Case category statistics
● Number of pending cases
● Cases exceeding Turnaround Time (TAT)
● Performance analytics and trends
● User activity monitoring
Expected Benefits
● Improved monitoring and supervision
● Better planning and resource allocation
● Enhanced accountability
● Data-driven decision-making
● Easier performance evaluation
6.4 Integration with other systems
● The SET report can be generated using this system
● The ACC’s No of service users can be generated from this system
● The ZESt system can be integrated to pull the employee details
● The Judiciary system can be linked for sharing documents and enforcement orders (currently, NLCS shares and receives manually, and it is often delayed)
6.5. Training and Standard Operating Procedures (SOP)
Objective: To ensure effective implementation, standardisation, and sustainability of the enhanced system.
Proposed Activities
● Development of comprehensive SOP manuals
● User manuals and operational guidelines
● Conduct hand-holding training sessions across agencies
● Capacity building for system administrators and focal persons
● Establishment of helpdesk/support mechanisms
Expected Benefits
● Uniform system usage across agencies
● Reduced operational errors
● Faster adoption and onboarding
● Improved user confidence and competency
5. Expected Outcomes
● The enhancement of the myNLCS system is expected to achieve the following outcomes:
● Government-wide digital correspondence management
● Significant reduction in document dispatch costs
● Faster and more efficient service delivery
● Improved transparency and accountability
● Enhanced citizen convenience and satisfaction
● Reliable tracking and monitoring of official correspondences
● Strengthened digital governance within the civil service
No constraints. Just need collaboration of other agencies
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