Kathmandu, Mar, 18
The Ministry of Home
Affairs (MoHA) has instructed District Administration Offices (DAOs) to
establish appropriate service counters for new citizenship issuance and
duplication, passports, national identity cards and minor identity cards, with
a focus on making services more user-friendly.
It directed the officials
on Saturday to ensure that services are delivered, as far as possible, from a
single service desk, covering all stages from initiation to approval.
The directive also
calls for proper management of service counters for tasks such as organisation
registration and renewal, arms license renewal, and document certification,
based on workload and staff availability.
Likewise, offices are
asked to ensure transparent service delivery and provide waiting or rest areas
for service users wherever possible.
The Ministry also
emphasised expanding access to online systems so that services provided by the
DAOs can be obtained digitally wherever feasible.
To manage service
demand, they have been instructed to introduce token systems where necessary
and to set up help desks equipped with staff and computers in easily accessible
locations at entry points.
The directive further
calls for the implementation of digital and audio-enabled citizen charters.
Where this is not feasible, offices must clearly display all service procedures
in a visible and readable format. It also requires the formation of WhatsApp
groups among key administrative officials to facilitate regular coordination
and streamline service delivery.
The MoHA also directed
the DAOs to maintain records of complaints and ensure prompt action, including
the establishment of mechanisms for receiving and addressing grievances.
According to the
directives, the Chief District Officers have been instructed to adopt a
zero-tolerance policy against misconduct, with legal action and reporting
obligations in cases of mistreatment.
Similarly, the
Ministry has also directed strict monitoring to prevent the involvement of
middlemen, with enforcement measures and regular reporting through Nepal
Police.
It asked to provide training
and orientation programmes to staff, including those at ward offices, with a
particular focus on front desk personnel.
Published in The Rising Nepal daily on 19 April 2026.
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