KATHMANDU, April 20: The Ministry of Home Affairs (MoHA) has instructed all District Administration Offices (DAOs) to install digital citizen charters with audio features to improve public service delivery.
The directive was issued through a nine-point instruction circulated a few days ago, mandating the implementation of digital, audio-enabled citizen charters wherever possible. “Implement digital and audio-enabled citizen charters as far as feasible. If not possible, clearly display all service procedures in readable formats at visible locations. Establish WhatsApp groups among Chief District Officers, Assistant Chief District Officers, administrative officers, and ward-level representatives to regularly discuss service simplification,” the directive states.
Joint Secretary Kali Prasad Parajuli, who heads the ministry’s administration division, said the policy aims to expedite service delivery. “The ministry wants service delivery similar to what is being practised at the Kathmandu District Administration Office. Accordingly, all district offices have been instructed to adopt a one-door system,” he said.
The MoHA has also directed offices to create dedicated service rooms for citizenship issuance, duplicate citizenship, passports, national identity cards, and minor identity cards, making services more citizen-friendly. It has further instructed that services—from application to approval—should, as far as possible, be provided from a single room.
According to a Chief District Officer, the directive also calls for arranging appropriate service counters for institutional registration and renewal, arms licence renewal, and document verification based on workload and staff availability. Transparent service delivery and proper waiting or rest areas for service seekers have also been emphasised.
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The MoHA has urged offices to expand online service systems wherever possible. It has also instructed the implementation of token systems based on service demand and the establishment of help desks equipped with staff and computers at easily accessible entry points. Only trained personnel familiar with administrative services should be assigned to help desks, which must open at 9:00 am daily.
Additionally, the directive highlights the need for assistance in form-filling and application writing, with help desks responsible for preliminary document checks, issuing tokens, and clearly informing applicants about missing requirements.
Front desk staff have been instructed to manage service seekers efficiently by directing them either to service rooms or waiting areas depending on demand. Priority service must be provided to senior citizens, patients, persons with disabilities, and individuals accompanied by young children.
The directive also mandates maintaining records of complaints and grievances and responding promptly. If persons with disabilities or vulnerable groups wish to meet Chief District Officers or their deputies, officials must personally attend to them and ensure the immediate hearing of complaints.
Offices must ensure continuous communication through official mobile numbers, including call-back provisions for missed calls. Monthly “interaction with citizens” programmes led by Chief District Officers have also been made mandatory to address public concerns.
Staff are required to maintain respectful and professional behaviour towards service seekers. Any misconduct will be met with zero tolerance, and Chief District Officers have been instructed to take legal action and report such cases to the ministry. Maintaining office cleanliness has also been included in the directive.
The MoHA has ordered strict monitoring to prevent the involvement of middlemen in service delivery and to take firm action against such practices. Coordination with Nepal Police has been emphasised to report and act against intermediaries, with regular reporting mechanisms in place.
Furthermore, district and area administration offices must prepare and implement performance indicators linked to outcomes within 15 days. Training and orientation programmes must be provided to staff, especially those handling front desk responsibilities, with provisions to request additional training from the ministry if required.
Chief District Officers have been instructed to regularly monitor performance systems, install CCTV cameras where possible, update office websites, and balance transparency with confidentiality. Contact details and responsibilities of all staff, including the Chief District Officer, must be published on official websites.
Finally, the directive requires daily reporting of district security situations along with detailed data on services delivered by the offices. Monthly progress reports, including exemplary practices, must be submitted to the MoHA on the 1st and 16th of every Nepali month.
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