Home Ministry directs DAOs for service reforms

By A Staff Reporter,Kathmandu, Apr. 19: 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 application 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.