BRTA picks up speed with smoother, hassle-free services

A BRTA official addressing citizen inquiries, ensuring seamless service. PHOTO: MIRAZ HOSSAIN

Rafiqur Rahman, a 32-year-old motorbike enthusiast, stood outside the Dhaka BRTA office, proudly holding his newly printed licence. The whole process—from applying online to capturing biometrics and finally collecting the document—was completed in less than a month.

For Rahman, it felt almost unreal. "Last year, I dealt with agents for months, facing endless delays and demands for bribes," he recalled. "This time, everything was smooth, hassle-free, and, honestly, a pleasant surprise."

His story highlights a remarkable transformation at the Bangladesh Road Transport Authority (BRTA), once notorious for inefficiency and corruption. In recent months, the agency has earned widespread praise, particularly on social media, where users share positive experiences. 

Since the interim government assumed office, the influence of middleman syndicates has significantly declined.

Hakim Ahmed, another biker, echoed similar sentiments in a Facebook post: "The improvement is remarkable. Middlemen are almost nonexistent now, and the work gets done without any hassle."

Busting the middleman racket

For decades, BRTA was plagued by an entrenched network of middlemen who preyed on citizens desperate to obtain licences, registrations, and fitness certificates. These intermediaries turned essential services into a nightmare for many—unless, of course, you were willing to pay a little extra. With their "help," the process became suspiciously quick and easy.

One of the first actions by the interim government was a targeted crackdown on this network. In the last couple of months, over 50 arrests have been made. 

"Even two were arrested yesterday (Nov 20)," remarked an Ansar guard stationed at BRTA, hinting at the ongoing crackdown.

"These people operated openly, taking cuts from both citizens and employees. We are dismantling the system brick by brick," said a senior official at BRTA, who requested anonymity.

The government's approach has been both surgical and comprehensive. Investigations revealed how certain BRTA staff colluded with middlemen. Sweeping transfers and suspensions followed. 

Today, new guidelines ensure transparency, with all transactions now conducted in plain view and recorded digitally.

Digital transformation: A game changer

At the heart of BRTA's newfound efficiency is its digital transformation. Moving key services like licence applications and tax token renewals online has drastically reduced the paperwork and face-to-face interactions that once fuelled corruption.

Take Nasima Begum, a 45-year-old homemaker from Gazipur, for example. She recently applied for her car's fitness certificate and was pleasantly surprised by the experience. "I was nervous at first, expecting the usual hassle. But my son filled out the forms online, and we only had to visit once for verification. No bribes, no harassment," she said, smiling.

"It used to take a lot of time to transfer the licence. Now it takes around a week, with most of the process done online," said Morsalin Shikder, who recently transferred ownership of a bike.

BRTA's website now features clear, step-by-step guides for every service, making the process easier for everyone. For those less familiar with technology, service centres are equipped with kiosks to guide them through the steps. This focus on inclusivity has been a major factor in earning public trust.

"For a fitness test, a car can complete its process in 12-15 minutes, end to end," said  Moniruzzaman Raji, director of Vehicle Fitness, BRTA. He showed the digital screen that displays the status of the cars and the cars go to the designated slot of a highly equipped Vehicle Inspection Centre (VIC), which can test 40 vehicles at a time.

New government, renewed spirit

With a change in the government,  things had to change. Enhanced physical monitoring and upgraded online systems have been introduced. Administrative adjustments, driven by the interim government's mandate for accountability, have cultivated a culture of efficiency. 

The higher authorities actively monitor CCTV feeds and promptly inquire with field officers about any suspicious individuals spotted. Raids are then conducted to apprehend such individuals. In addition to these measures, routine transfers have been recently completed.

"Since October, 54 personnel have been transferred across departments. This has helped close the gaps that middlemen exploited," said Mohammad Kamrul Islam Chowdhury, Director (Admin) of BRTA.

Communication has also improved significantly. "I always check my email, and if we receive complaints or emergency requests, I ensure they are addressed promptly," Kamrul Islam added.

He acknowledged the institution's past shortcomings: "We knew the public had lost faith in us. Our goal was to prove that a public institution can serve citizens honestly and efficiently. We're not perfect yet, but we're on the right track."

"There are still some issues we are working on," he said. "For instance, we are striving to ensure that people arrive during their designated time slots."

He added, "We are also upgrading systems to prevent misuse. For example, a single address will no longer be able to receive more than five driving licences. This step is crucial because brokers often use their own addresses to collect licences for their clients."

Stories of change

The change at BRTA has rippled across society. Habib Ullah, a professional truck driver, recounted how he was once forced to pay bribes just to get his vehicle's fitness certificate renewed on time. 

"This time, it was different," he said. "I applied online, paid the fees, and my work was done without any 'extra charges.' I couldn't believe it."

Meanwhile, the middlemen who once thrived have faded into obscurity. One former intermediary, Kamal (not his real name), who now drives Uber bikes for a living, shared his perspective. 

"Business at BRTA is a bit difficult now. Both the army and police conduct raids. Things were getting bad with half of the things getting digital. Now with the raids, it's really risky," he said. "If things improve and people benefit, I am happy that way too," he added.

Challenges ahead

Despite notable progress, challenges persist. Long queues and occasional server outages still test citizens' patience. "Many people ignore their allotted time slots and all show up in the morning, so we have to serve them on a first-come, first-served basis," explained Raji, a BRTA official.

Critics, however, caution that while corruption has been reduced, it hasn't been eliminated. "There are still loopholes in the system, and some dishonest officials adapt quickly," said Rafiq Ahmed, an analyst at Transparency International Bangladesh (TIB). "Sustained vigilance is essential to make these reforms permanent."

Even with these hurdles, BRTA's progress shows that government institutions can transform when driven by strong leadership, innovative technology, and public accountability. Looking ahead, the agency plans to expand its digital services and introduce AI-powered tools to enhance efficiency and ensure compliance.

The road to reform has been bumpy, but BRTA's journey is proof that change is possible. For now, it seems the days of middlemen and rampant corruption are firmly in the rearview mirror.