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:
- 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.
- 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.
- 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.
