KATHMANDU, Jan 9: Seeking government services at the District Administration Office (DAO), Kathmandu, no longer means spending hours in long queues. With the introduction of an advanced ‘Pass’ system, essential services such as citizenship certificates and National Identity (NID) cards can now be obtained within just 20 to 30 minutes.
The new technology-driven system has been launched with the objective of making public service delivery faster, more efficient, and citizen-friendly. Chief District Officer (CDO) Ishwor Raj Dhakal said the initiative is part of a broader effort to modernize administrative services and improve citizens’ experience at government offices.
“After the implementation of the ‘Pass’ system, services related to citizenship issuance, copies of citizenship certificates, National Identity Cards, and other administrative work are being completed within a maximum of half an hour,” Dhakal said. He added that passport-related services will now be completed within five to six days once the process is finalized.
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According to the CDO, the new system has significantly reduced the hardship faced by service seekers in the past. “We have found the ‘Pass’ system to be highly effective. People no longer have to face unnecessary hassle, and most importantly, the role of middlemen operating inside the office has been completely eliminated,” he said.
The service has been launched from a newly constructed office building after the previous DAO building was completely destroyed in a fire during the Gen Z movement. The DAO said the new setup reflects an innovative, information-technology-driven, and service-seeker-friendly model designed to meet growing public demand for simple, accessible, and hassle-free government services.
Under the new arrangement, the traditional system—where employees sat inside rooms while service seekers waited for hours at service windows—has been replaced with a well-organized token-based mechanism. At the help desk, staff conduct a preliminary review of documents based on the service required and issue tokens accordingly.
Once a token is received, service seekers can submit their documents and wait comfortably in a designated waiting area. To improve convenience, the waiting space is equipped with hot and cold drinking water facilities as well as free Wi-Fi.
Service seekers are called for service through the ‘Pass’ system, which integrates all service units within the office through information technology. The DAO has also installed sound systems audible throughout the premises, along with CCTV cameras for effective monitoring.
Since the introduction of the ‘Pass’ system, strict central and branch-level regulation and monitoring mechanisms have been put in place. Under this arrangement, office heads, along with concerned officers and staff, directly address service seekers from the service units.
The DAO said that although only 14 days have passed since the modern ‘Pass’ system was implemented, it has already brought noticeable and positive changes in public service delivery.
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