Streamlining governance through office automation system in Karnali

Before the official 10 am start time at Chaurjahari Municipality, Santosh Pokhrel ensures that his office computer is up and running, ready to serve the community. Most importantly, he opens the browser of the municipality's integrated service system, making sure it's prepared to assist the first service-seeker of the day. When the first visitor to the office collects a service token from the nearby dispensing machine and presents it to him, Pokhrel inputs the token number along with the applicant's name, gender, and mobile number. He also records location details, including the province, district, municipality, ward number, and village.

After that comes the crucial part. Pokhrel selects the type of service the visitor needs. Once the appropriate service category is chosen from the system’s interface, detailed information such as the required fees, estimated service time, the focal person for complaints, and the municipal sections responsible for delivering the service pops up.

Once this is done, Pokhrel’s role is nearly complete. The e-file is automatically transferred to the relevant department, and the service-seeker can track its progress on a display board while waiting in the dedicated room. "The office and staff remain the same, but the system has transformed how we work," says Deputy Mayor of Chaurjahari Ishwori Kumari Sharma. “Previously, everything was managed through cumbersome record-keeping books, and service-seekers had to move from one room to another.”

Her sentiments highlight the significant change brought by the Office Automation System (OAS) in Chaurjahari, which has eliminated the need for service-seekers to navigate the municipality’s sprawling building with 42 office rooms. The OAS makes sure data is transferred easily from one system to another without human intervention.

Contributing to a bigger goal

Nepal’s transition to a federal democratic republic was driven by the promise of good governance and equal access to state services. The Local Government Operation Act of 2017 mandates that all 753 local governments, including Chaurjahari, deliver timely and quality services to citizens. To this end, the European Union Support to Inclusive Federalism (EUSIF), a UNDP project implemented in Karnali Province, supported Chaurjahari Municipality in digitizing its services through the OAS.

"Technology is an integral part of our lives today," says Mayor of Dullu Municipality Bharat Rijal. "We had long wanted to implement an Office Automation System, but lacked the capacity to do so. Thanks to EUSIF, we’ve finally made it happen." Dullu and Panchapuri municipalities have also implemented the OAS with support from the EU-funded project.

The increasing internet penetration in Nepal, which now stands at over 130 percent of the population, presents a valuable opportunity for local governments to introduce OAS-based digital services. “EUSIF’s support came at the right time. After Chaurjahari launched the system, we quickly followed suit,” shares Chief Administrative Officer of Panchapuri Municipality Dil Bahadur Karki.

The numbers speak

Since the introduction of the OAS, Chaurjahari Municipality has seen impressive results. Recently, from August 12-16, the municipality provided a total of 142 services. Among these, 39 were related to agriculture—the highest number—followed by 18 related to livestock and 17 to health and social development. Other services, ranging from infrastructure to women’s empowerment and revenue, were in single digits.

In terms of user satisfaction, 31 percent of service-seekers rated the services as "excellent," 29 percent as "good," and 25 percent as "okay" as per their OAS record. "We proudly share these positive results with other local governments whenever we get the chance," says Chief Administrative Officer of Chaurjahari Sher Prasad Dhakal. As of 22 August, 1,962 people have received services over the past four months, and out of the 33 types of services offered by the municipality, 11 have been digitized.

Chaurjahari is making further strides in its digitization efforts. The municipality has registered 348 private businesses in its OAS system. "These businesses now receive vital information, such as renewal dates and fees, with the added convenience of online certificate generation," adds Dhakal. Additionally, on August 15, Chaurjahari launched an initiative to collect revenue online through its OAS, making financial transactions easier and providing cashless services for taxpayers.

Efficient grievance handling

On July 26, Dharam Bahadur KC, a resident of Chaurjahari, lodged a grievance regarding a road blockage caused by the Narji River after heavy rainfall. His complaint was promptly registered in the municipality’s OAS system at 11:23 am the same day. The grievance hearing process that Chaurjahari operates on a strict timeline.

By 11:42 am, just 19 minutes later, the grievance had been addressed. "Deputy Mayor Ishwari Kumari Sharma instructed that Chaurjahari Municipality’s JCB dozer be sent to clear the road," reads the system's update. KC was astonished at the speed of the response. “I never imagined the dozer would arrive so quickly to clear the road,” he says.

The OAS-based grievance handling mechanism, led by the Deputy Mayor, is guided by a structured procedure that emphasizes municipal accountability to service recipients and complainants. The mechanism aims to make grievance management transparent, practical, and result-oriented.

Interestingly, the municipality also treats articles, comments, and feedback published in local and national media as grievances. Anyone can submit grievances through email and social media, a modern approach to addressing public concerns.

Implementing the OAS in the municipalities with EUSIF support followed well-thought-out planning and preparation. "It started with assessing the needs, selecting suitable software, system development, and training the staff," adds Dhakal.