KARMA CHOGYAL YOEZER | Thimphu
Bhutan’s shift to digital public services is changing the way people deal with government offices and other institutions. Services that once required citizens to visit offices, stand in queues, carry printed documents, and wait for manual approval are now slowly moving online.
For many people, especially students, office workers, business owners, and younger citizens, this change has made daily life easier.
Mobile banking, online registration, digital forms, and the National Digital Identity (NDI) wallet are now part of Bhutan’s wider move toward digital services.
Sonam Jamtsho, 78, a retired army personal, said, “I know online services are faster for those who understand phones, but for me it is difficult.”
He said sometimes he forget the password, sometimes the OTP does not come, and sometimes he does not know where to press next.
“When my children are home, they help me, but when they are away, I have to ask neighbours or go to town. So, for people like us, digital service is useful, but it also becomes extra work,” he added.
Bhutan has made good progress in internet access. Data Reportal’s Digital 2026 report states that Bhutan had about 706,000 internet users by the end of 2025, with internet penetration at 88.4 percent.
The same report estimated around 485,000 social media user identities in Bhutan in October 2025, equal to 60.8 percent of the population.
In towns like Thimphu, digital services are already widely used for banking, payments, business work, communication, and public service applications.
Many young people say online systems are helpful because they reduce the need to visit offices physically. For students and office workers, being able to complete work from a phone or laptop is convenient.
A private employee Duptho Wangmo, 30, said, “Digital services are convenient for us because we do not have to visit office or stand in long queues for small work. I can make payments, submit forms, or check information from my phone. But sometimes the system is slow or the app does not work properly, so we still need better support and more reliable online services.”
A corporate employee Tenzin Lhaden, 51, said, “Sometimes online services are helpful, but sometimes they create more work. If the system does not work properly, we still have to ask someone for help or go to the office. Then it becomes a nuisance instead of convenience.”
Another old timer Karma Tshering, 67, said, “I can use my phone for calling my children or checking WeChat, but when it comes to government apps, I get confused. They ask for OTP, password, verification and many other things that I do not fully understand.”
He added that sometimes he is afraid to press the wrong button or make a mistake, so he has to ask his children or someone younger to help.
Kinley Wangchuk, 29, an online software developer said, “NDI is an important step because it can make identity verification faster and more secure, but technology alone is not enough. People must also understand what they are approving, what information they are sharing, and how to protect their accounts.”
He said many users are still not confident with passwords, OTPs, fake links, and online scams, so digital literacy and awareness are very important.
“If citizens feel safe and know how to use the system properly, NDI can become a useful service instead of something they fear,” he added.
A business owner Renuka Chhetri, 33, said, “Online systems are useful, but sometimes they take time to understand. For small businesses, we are already busy with customers and daily work, so doing everything online can feel like another task.”
Pema Tshering, 21, said, “Digital platforms have created more opportunities for young people like us. We can learn new skills online, promote our work, sell products, and even earn through content or freelance work.
“Earlier, we had to depend mostly on formal jobs, but now a phone and internet connection can also help us start something small. It is not always easy, but it gives us more options.”
For some Bhutanese, online services already mean speed and convenience. For others, they mean extra work, confusion, and dependence on someone else.
The success of Digital Bhutan will depend not only on how advanced the systems are, but also on how well they serve ordinary people.
