KATHMANDU: Minister for Information and Communication Bikram Thimsina has instructed service providers to place customers at the centre of service delivery, stressing the need for efficient and responsive public services.
During an inspection of the Nepal Telecom office in Bharatpur on Sunday, Minister Thimsina directed officials to ensure timely and customer-friendly services.
He said complaints in the past about citizens having to repeatedly visit government offices should no longer persist, urging staff to improve efficiency and rebuild public trust through faster service delivery.
“The situation 10 years ago and now is different. Earlier, people could wait five days for a service, but today they do not even want to wait a single day,” he said. “If someone makes a phone call, they expect immediate response. You must work accordingly.”
He further stressed that public offices are funded by citizens’ contributions, making accountability to service users the top priority of all institutions.
“The money paid by service users runs your offices. Your biggest accountability is towards them. Work in a way that keeps citizens satisfied,” he added.
The minister also held discussions with staff regarding infrastructure challenges, including building management and operational issues at the office.
During the interaction, employees raised concerns related to restructuring of Nepal Telecom, staff career development, equipment shortages, and other operational challenges. They requested the minister’s attention to resolve these issues.
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