KATHMANDU: The Ministry of Home Affairs Nepal has issued a nine-point directive to all District Administration Offices (DAOs) across the country to implement a one-door service system in order to make public service delivery more effective and citizen-friendly.
According to a circular issued by the ministry, the system should be implemented within the current fiscal year using existing budgets. Offices have also been instructed to request the minimum necessary budget for further improvements in the next fiscal year.
The ministry reminded that the Chief District Officer, as the representative of the Government of Nepal in the district, has the responsibility to maintain law and order, ensure the protection of citizens’ life, property and freedom, and facilitate effective public service delivery, good governance and development management.
The directive follows instructions given on the day Sudan Gurung assumed office as Minister for Home Affairs. It also aligns with the 100-point governance reform agenda approved by the Council of Ministers on March 27, which emphasizes improving public service delivery, strengthening good governance and controlling corruption.
Service areas under the one-door system
The ministry has instructed district administrations to prepare dedicated service rooms to provide services related to new citizenship certificates, citizenship duplicates, passports, national identity cards and minor identity cards in a more citizen-friendly manner. As far as possible, employees involved in the service process, from application to approval, should provide services from the same room.
Similarly, appropriate service desks should be arranged for tasks such as registration and renewal of organizations, renewal of arms licenses and document certification, depending on workload and staff availability. Waiting areas should also be arranged so that services are delivered in a transparent and orderly manner.
District administrations have also been asked to expand the use of online systems so citizens can access services digitally whenever possible.
Token system and help desk
The directive also emphasizes the introduction of a token system based on service demand. Offices must establish a help desk equipped with staff and computers at an easily accessible location near the entrance. The help desk must open at 9:00 am and should be staffed by personnel knowledgeable about DAO services.
The help desk will assist service seekers in filling out applications, check documents and issue tokens. If required documents are missing, staff must clearly inform the service seeker about the missing requirements.
Front desk staff will also manage the flow of service seekers by directing them either to the relevant service room or the waiting area depending on workload. Priority service should be provided to senior citizens, patients, persons with disabilities and individuals accompanied by small children.
Citizen charter and grievance management
The ministry has directed offices to implement digital and audio-enabled citizen charters where possible. Otherwise, a clearly written citizen charter outlining all service procedures must be displayed in visible areas.
To improve coordination, WhatsApp groups should be formed among the Chief District Officer, Assistant Chief District Officer, administrative officers and ward chairs to regularly discuss ways to simplify service delivery.
DAOs must also maintain records of complaints and ensure prompt response to grievances. If persons with disabilities wish to lodge complaints, the Chief District Officer or Assistant Chief District Officer should personally meet them and listen to their concerns.
Officials must remain reachable through official mobile phones and return missed calls if immediate contact is not possible. DAOs are also instructed to organize a monthly “Meet the Chief District Officer” program to address public grievances.
Staff conduct and control of middlemen
The directive emphasizes respectful behavior toward service seekers. If any employee harasses or mistreats citizens, the Chief District Officer must adopt a zero-tolerance policy and take action according to prevailing laws.
District administrations have also been asked to strictly control the presence of middlemen inside offices and intensify legal action against those involved in such activities in coordination with the police.
Performance management and monitoring
DAOs and Area Administration Offices must prepare job descriptions with measurable performance indicators for each position within 15 days and implement them accordingly.
The directive also calls for capacity-building programs, including training and orientation for staff, particularly those working at the front desk.
For monitoring and transparency, offices have been asked to update their websites regularly, install CCTV where possible and publish contact numbers of responsible officials online. Daily reports sent on district security situations must also include the number of services delivered by the DAO that day.
The ministry has instructed all DAOs to submit progress reports twice a month, on the 1st and 16th, detailing exemplary initiatives and overall service performance.
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