1. Background and justification

In response to a request from the Telecommunication Division of the RGoB, a feasibility study of the pilot project was carried out by the ITU in April/May 1996 within the framework of the Buenos Aires Plan of Action (BAAP), Programme No. 9 - Integrated Rural Development. The mission report, entitled "Preliminary feasibility study for a Multipurpose Community Telecentre (MCT) pilot project in the Royal Kingdom of Bhutan", contains the background and justification for the project.

This report summarises the general information about the country and the results of the surveys. It is concluded that the village of Jakar in the Bhumtang District is, presently, the best choice for the location of the pilot project. It is further concluded that the establishment of a Multipurpose Community Telecentre in Jakar is likely to become financially sustainable, (at least if indirect benefits and also incoming traffic are considered) and contribute significantly to social, economic and cultural development in the Bhumtang District. The main user groups and how they could benefit from the MCT services are described in section 3 below.

2. OBJECTIVES AND OUTCOMES

2.1 Objectives

The overall aim of the MCT pilot project is to engage rural communities in the process of learning for development by establishing and testing an affordable and accessible model of a Multipurpose Community Telecentre (MCT) that can later be replicated at other sites in Bhutan and other countries with similar conditions.

In this context, the specific objectives of the MCT pilot project are:

1. development of modalities to support a sustainable, community-based MCT within the Bhutanese context, including development of:
   • processes to stimulate local engagement in a community-based MCT;
   • strategies for local needs assessment and information process mapping;
   • strategies for learning, addressing the needs of the rural population;
   • training programmes on the use of ICTs;
   • innovative policies, partnership arrangements and tariff structures for information and communication;
   • applications and services which meet the needs of the rural population.
2. assessment of the impact of the MCT on social, economic and cultural development.

2.2 Expected Outcomes

The objectives of the project will be realised through the following concrete outcomes:

1. Establishment of a Multipurpose Community Telecentre (MCT) in Jakar, that initially provides the following services:
   • public telephone, fax and e-mail and photocopying;
   • data communication services (file transfer and e-mail) through modem for simple applications in the following fields:
   • telemedicine (exchange of medical records, statistics, epidemic surveillance data, transmission of X-rays and EKG test data, consultations with specialists through e-mail, etc.);
   • education and research (access to electronically stored libraries, training material and research papers and, possibly, trial courses for teachers, based on existing material, adapted as required;
   • trade information services (access to databases with market information, contacts with suppliers and customers through e-mail, etc.);
   • government and community information services.
   • business support:
   • shared office facilities, including IT equipment (computer printer, etc.)
   • training in use of office application software for local entrepreneurs as well as for government, and business employees;
   • user training and support in use of IT and communication facilities;
2. Strategies to identify local information and learning needs and to promote a general understanding of the information and learning for development;
3. Trained MCT staff (for management, operation and user support);
4. A case study of the social, economic and cultural impact on the different users and user groups and the community as a whole. Such case studies will be produced also for other pilot projects carried out within the framework of the BAAP Programme No. 9 and provide a basis for recommendations of the ITU-D Study Group and other international bodies, regarding ICT for development of rural areas.

NOTE: The realisation of specialised application in the field of telemedicine, education, trade, etc. is subject to the participation and contribution of national and international collaborating organisations from the relevant occupational sectors (see Section 4 below).

At a later stage, if and when the Community Telecentre, the central educational authorities in Thimphu and the hospitals are fully equipped with interactive video equipment and multimedia stations and when relevant "content" has been developed, the centre may also provide the following additional services:

• interactive distance learning courses in relevant subjects, using multimedia and video conferencing facilities;
• advanced telemedicine applications (in the hospital), such as remote diagnoses using interactive video besides transmission of X-rays, EKG, EEGs, and, possibly, Ultrasound and MRI;
• low-cost access to e-mail and data networks;

If and when the model is replicated at a large scale in Bhutan, the "content" (databases, applications and services relevant to the needs of rural populations, etc.) developed and the during the project will be of use throughout the Kingdom (and possibly in other developing countries) and there will be a core of trained " content" developers, able to develop additional services and applications.

3. Main user groups and services required

The main user groups of the services are:

3.1 The Dzongkhag (Administrative Centre).

The Dzongkhag officials are regularly corresponding and sharing information with central government in Thimphu and are also expected to provide government and community information to the citizens of Bhumtang. They are presently heavy users of telephones and fax but also rely on (sometimes slow) postal services for dispatch of larger documents.

There is a considerable need for training in computer application programmes (word processing, etc.) and for computer hardware in the Dzongkhag to enable the staff to produce electronically stored information and make use of management information systems being developed.

The staff of the Dzongkhag could also be provided with training in new administrative procedures etc. Such courses presently often involve travel to Thimphu (a one day journey when road conditions allow for travel) or the sending of a teacher to Jakar from Thimphu. Savings could be made in time and money (e.g. salary cost, subsistence allowances and fuel consumption) and better use could be made of scarce expertise by providing facilities for distance learning in Jakar.

3.2 The hospital and health centres.

3.3 The schools (education).

3.4 The Renewable Resource Centre Research and the Forestry Division of Bhumtang,

3. 5 Small enterprises (e.g. lumbering and sawmill, animal breeding programmes, bee-keeping, fruits, cheese and fruit juice production and ordinary shops).

3.6 Guest houses, travel agencies and tourist facilities

3. 7 The general population

3.8 International Organisations, bilateral Development Agencies and NGOs

3.9 Postal services and banking.

4. Implementation Strategy

4.1 Organisational framework

The MCT should be established as an integral part of a concerted effort of community development, involving all relevant national and international organisations as well as NGOs active in Bhutan to ensure maximum impact and sustainability. As indicated in section 2 above, the achievement of the objectives regarding services and applications development (including the training of nationals for these purposes) is subject to active participation and contributions from collaborating national and international organisations in the occupational sectors concerned.

Therefore, it is proposed that the concerned Government Divisions and user groups be invited to express their views regarding applications and service development at an early stage. It is further envisaged to organise a roundtable meeting with representatives of collaborating organisations to better define their needs for services and capacity development, as well as their roles and contributions to the project. Some activities, which may be executed as separate projects but will benefit from the infrastructure developed in this project and contribute to its sustainability are already envisaged (e.g. telemedicine, with support of the WHO and the development of a limited intranet with support from IDRC) and others may emerge as a result of the roundtable meeting. This meeting should therefore also define an appropriate organisation structure for coordination among collaborating organisations and projects. This may take the form of a Committee, composed of representatives of national and international collaborating organisations. (see section 5 below) . The establishment of the telecom infrastructure and the MCT building and facilities could be considered as an integral part of the National Data Network Platform, which is to be built in the near future and will be managed by the Telecommunication Division.

4.2 Executing Agency - project management

The Telecommunication Division will be the national Executing Agency with overall responsibility for the execution of the project. The Executing Agency will act as a bridge between the collaborating organisations and the users of the facilities. It will be responsible for the implementation of the project activities as described in this document and for reporting on the progress of the project to the international collaborating agencies (through the ITU). A staff member of the Division will be appointed Project Coordinator, who will be responsible for the day to day management and coordination of project activities. The Project Coordinator will be assisted by staff from the Data Network Section of the Telecommunication Division, as required.

In particular, the Telecom Division of the RGoB will be responsible for construction of premises and the required telecommunication links and equipment (telephones and fax), as well as for the installation, operation and maintenance of the telecom equipment and the MCT during the pilot project. It may be desirable to entrust the management and the operation of the MCT to the local authorities by the end of the project.

The ITU will, within the BAAP Programme 9 - Integrated Rural Development, contribute to the pilot project by funding a basic set of equipment (computers, software, modems, a TV monitor a VCR), required for the provision of the initially envisaged services, as well as with limited incentives for a national project coordinator during the start up phase. The ITU will also provide some support for the initial training of the Telecentre support staff and will assist in the impact evaluation (see budget).

4. 3 Applications and service development.

The development of applications and services in the field of education/training, health and government/community information, will be entrusted to the concerned national and local authorities and other collaborating organisations. This work will involve national and local employees in the respective sectors, i.e. curriculum developers, librarians and school teachers for applications in the field of education and training, doctors and health workers for health applications and staff from central and local government for government/community information applications, people dealing with trade and tourism, etc. It is expected that concerned international organisations and NGOs will collaborate in this by providing guidance, training, support and resources for applications in their respective field of activity.

In some cases, collaboration with international organisations may require separate "projects" or agreements, between the concerned international organisations and their national counterparts.

Such "projects" may be designed to assist in the development of "content" and applications (databases, distance learning material, specific software applications, user-friendly interfaces, etc.) and in training of Telecentre staff and end users in applications relevant to their field of activity. International organisations and suppliers of equipment and services may contribute with consultants, specialised equipment and software, e.g. for telemedicine and tele-education applications and information and learning resources. (At this stage a Japanese firm has offered to contribute with some telemedicine equipment free of charge).

5. Possible Collaborating Organizations and suggested types of contributions

5.1. National and local

The Telecom Division will be the national Executing agency and responsible for construction of the building and the installation of equipment, basic training of Telecentre support staff in the use of IT and telecom equipment and in charge of maintenance and operation of communication equipment (and, initially, of the operation of the MCT);

The Division of Health and the Hospitals will be responsible for applications in Telemedicine, development and adaptation of health worker training material (in cooperation with WHO?) and training of Doctors, nurses and health workers. They would also contribute to communication costs for services used (as clients);

These would be responsible for development and adaptation of educational material (in cooperation with UNESCO?), training of teachers and possibly, later, distance education of school children and ordinary citizens as well as distance vocational training. They will also contribute to communication costs for services used (as clients);

5.1.4 The Bhumtang Dzongkhag

The Bhumtang Dzongkhag will contribute to the development of community information systems and will be a major client of the MCT. The Bhumtang Dzongkhag will provide land and buildings and may also provide staff for operation of the MCT.

5.1.5 Bilateral Development agencies and NGOs, who are supporting programmes in the Bhumtang Districts:

These would contribute to paying the communication costs (as clients) provide (distance) training and equipment relevant to their field of activity. They may also contribute in the development of "content" (databases, information, vocational training material related to their activities, etc.) and will be major clients of the MCT.

Some of them have dial-up access to store and forward e-mail involving international calls which is obviously very expensive and relatively slow. They are therefore very keen on establishing an Internet node in Bhutan with a relatively high speed (64 kbps) link to the Internet backbone.

5.1.6 A local entrepreneur - to be identified during the project

He/she would be responsible for the operation and services provided by the community Telecentre and for running the business.

5.2. International

ITU will provide funds for:

• a basic set of telephones, fax terminals, computers, printer, modems, photocopier and software and TV plus VCR;
• assistance in training of telecentre support staff;
• assistance in project management and evaluation of impact;
• mobilisation of international partners and coordination of inputs, etc.

WHO may contribute with:

• support for training of heath care staff in telemedicine applications;
• mobilisation of funds (or partners) for telemedicine equipment;
• assistance in the development and provision of distance;
• conducting test training (distance) courses for doctors, nurses and health workers;
• information, software and training material in the field of health care;
• assistance in evaluation of impact, etc.

UNESCO may contribute with:

• support for training of Telecentre staff in use of IT and telecommunications for applications in research and education;
• support for end user training;
• mobilisation of funds for multimedia;
• (distance) education material/media support
• support for national/local production of such material;
• conducting test courses for teachers, etc.
• provision of access to electronic libraries;
• support in the development of cultural programmes;
• assistance in evaluation of impact, etc.

FAO may contribute with:

• (provision of (distance) training material in the field of agriculture, food processing and access to databases of relevance to the rural population;
• support for the national/local development of such material;
• conducting test courses in relevant subjects
• assistance in evaluation of impact, etc.

UNCTAD may support for the establishment of a rural (pilot) "Trade point" (including provision of training, etc.);

These may contribute with:

• computers and multimedia hardware, printers, photocopier, scanner, telemedicine equipment, etc.
• user friendly software (to be developed also in Bhutanese languages with Bhutanese script), communication equipment (modems, routers, etc.).

The UNDP Office in Thimphu may assist in the mobilisation and coordination of locally based development agencies (partners in the pilot project).

UNDP Sustainable Network Programme may assist in the establishment of an Internet Node in Thimphu.