24/7 Government: A Citizen-Centric Blueprint to Rebuild Trust in Nepal

24/7 Government: A Citizen-Centric Blueprint to Rebuild Trust in Nepal

The Closed Gate: A Symbol of a Distant State

Imagine it’s a Saturday. You have a rare day off. This is your chance to apply for a passport to secure a job abroad, get a birth certificate for your child's admission, or finalize a land document. You rush to the government office, only to be met by a locked gate and a sign: "Open: 10 AM to 5 PM, Monday to Friday." Your hope deflates. This isn't just an inconvenience; it is a powerful symbol of a state that operates on its own terms, not yours.

For Nepal's interim government, whose legitimacy hinges on restoring public trust, this "9-to-5" model is a relic of the past. The demand is for a fundamental reset. The concept of a "24/7 Government" is not about lighting up empty offices all night. It is a profound re-engineering of governance to be accessible, empathetic, and responsive to the real-life rhythms of its citizens. It is the most direct way for a caretaker administration to demonstrate that it serves the people, not the other way around.

What 24/7 Government Truly Means: More Than Just Open Doors

A true 24/7 Government is an ecosystem built on three interconnected pillars designed to touch citizens' hearts by meeting their core needs for respect and efficiency:

1. An Always-On Digital Heartbeat: This is the foundation. It means a unified, secure digital platform—a National Digital Identity and a single "Nepal Service Hub" portal—where citizens can access services anytime, from anywhere. Paying taxes, applying for a license, or checking a application status should be as easy as online shopping. This eliminates the tyranny of distance and working hours, especially for those outside the valley.
2. Flexible and Human-Centric Physical Access: For services needing physical presence, we adopt shift-based services. Imagine passport offices open from 7 AM-2 PM and 2 PM-9 PM, including weekends. This uses existing staff and buildings more efficiently, serving students, daily wage earners, and working professionals without requiring new hires. It’s a simple yet revolutionary act of respect for people's time.
3. A Responsive Nervous System: Integrated Support. A 24/7 government must be a listening government. A dedicated Citizen Helpdesk (e.g., Helpline 1100) with phone, chat, and email support, backed by AI chatbots for common queries, ensures no question goes unanswered. Coupled with real-time SMS tracking for all applications, it eliminates the anxiety of "where is my file?" and destroys the ecosystem of corruption built on uncertainty.

Why This is the Interim Government's Strategic Masterstroke

This reform is perfectly aligned with the constraints and opportunities of a caretaker government:

• It’s Legally Pragmatic: Enhancing service delivery is a core executive function, well within the interim government's mandate. It requires no new laws, only administrative will.
• It Delivers the "Performance Mandate": The benefits are immediate and tangible. When a citizen receives a passport faster or solves a problem online at midnight, they feel the change. These "quick wins" are the building blocks of the government’s Performance Mandate—its legitimacy earned through delivery.
• It Speaks Directly to Gen Z: A digital-first, efficient government is a powerful symbol to the youth movement that their demands for modernity are being heard, building a crucial bridge of trust.
• It Employs Lean-Agile Principles: This is Lean Governance in action: eliminating waste (time, paperwork) and Agile Administration by starting with a pilot program, learning, and scaling. It’s cost-effective and demonstrates smart management.

A Concrete, Actionable Toolkit for Implementation

This is not a theoretical dream. It's a practical project that can start immediately with a focused pilot on high-demand services like passports, license renewals, and bill payments.

The essential tools include:

• Digital Tools: A robust cloud-based platform, API gateways to connect different ministries (so your data is shared securely, and you don't have to submit the same document twice), and a mobile-first design.
• Process Tools: Automation (RPA) to handle repetitive tasks and Lean management to strip away redundant steps in every service process.
• Human Tools: Empowerment and training for frontline staff to shift their mindset from rule-enforcers to problem-solvers, and performance-linked incentives to reward efficiency and citizen satisfaction.

The Ripple Effect: Healing the Trust Deficit

The impact goes far beyond convenience. A 24/7 Government is a direct attack on the sources of public frustration:

• Fights Corruption: Digital processes and transparent tracking reduce face-to-face interactions, minimizing opportunities for petty bribery and eliminating the dalaal (middleman) culture.
• Builds Dignity: Citizens are treated as customers deserving of efficient service. The state shows respect for their time and intelligence.
• Creates a Culture of Accountability: When performance is measured by citizen satisfaction and speed of service, the bureaucracy is nudged towards a results-oriented culture.

Conclusion: From a Time-Bound Authority to a Timely Partner

Nepal's interim government has a historic opportunity to change the very character of the state. By championing the 24/7 Government model, it can send an unequivocal message: The government is now on your schedule. This shift from a time-bound institution to a timely service partner is the profound change citizens crave. It is a reform that weaves integrity, efficiency, and empathy directly into the fabric of administration. The time for studies is over; the time for action is now. By starting this journey, the government can truly begin to touch the hearts of the people it serves.