KATHMANDU: The government has introduced the Public Service Immediate Reform Action Plan 2083, aimed at delivering visible improvements in public services within 30 days.
The action plan, approved by the Office of the Prime Minister and Council of Ministers, was circulated to all ministries, secretariats, departments, provincial governments, and local levels across the country on Friday for immediate implementation.
According to the plan, government agencies are expected to reorganize existing human resources, improve working methods, and make better use of information systems without requiring additional budgets or major physical infrastructure. The government aims to ensure that the benefits of these reforms reach citizens within the next 30 days.
The plan sets specific targets for each week. During the first three days, government offices must identify the 10 major problems affecting service delivery, as well as unnecessary congestion and repetitive documentation. They must also assign responsibility for addressing these issues and replace outdated notice boards, according to the Prime Minister’s Secretariat.
Between the fourth and seventh days, offices are required to introduce immediate and visible service improvements through quick solutions and better token management. They must also conduct a 15-minute daily review of their work and prioritize pending tasks. During the second week, three major public services are expected to be simplified.
By the third week, offices must strengthen monitoring and accountability, measure five key service indicators daily, review pending files, and assess improvements. During the fourth week, successful practices are to be institutionalized and expanded to other areas.
The government expects the measures to reduce average waiting times at government offices, prevent service recipients from having to return because of incomplete documentation, and minimize repeated visits for the same service.
The action plan calls for immediate improvements at major public service centers that experience heavy daily footfall, including District Administration Offices, Transport Management Offices, Land Revenue Offices, the Department of Passports, telecommunications offices, the Office of the Controller of Examinations, drinking water offices, and public transport service centers.
Offices have also been instructed to verify whether service recipients have submitted all required documents at the entrance before they reach the main service counter. If any documents are missing, staff must provide a written slip clearly specifying which documents are missing, why they are required, where they can be obtained, and which counter the applicant should approach next.
The Prime Minister’s Secretariat has also directed offices to replace conventional help desks and unmanaged queues with token systems that provide an estimated time for receiving services.
Government offices must additionally provide basic facilities such as drinking water, organized waiting areas, clean toilets, mobile charging points, and first-aid kits. Each office will also be required to conduct a 15-minute daily review of complaints and pending files to identify opportunities for improving service delivery.
At the end of the 30-day implementation period, every office must publish a one-page Public Outcome Report detailing the improvements made, expenditure incurred, and benefits delivered to citizens, according to the Prime Minister’s Office.
The National Vigilance Center has been assigned responsibility for monitoring implementation of the action plan and submitting regular progress reports to the Prime Minister’s Office.
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