LocationsImproved service delivery for Karnali through the one-stop model
September 11, 2024
On a summer morning, a young Dalit farmer walked to the Chaurjahari Municipality office, seeking help to control pests and diseases that had invaded his maize plantation.
Unsure of which room to go to and expecting to wait at least an hour, Yadav BK hesitatingly approached the information counter where a staff member greeted him before placing a service token in his hand, and directing him to the One-Stop Service Delivery (OSSD) Center nearby.
Token in hand, BK walked to the OSSD center, where a staff directed him to the waiting room. "It was a new experience for me. I’m not used to being received by cordial staff in government offices," says the 21-year-old. In the waiting room, he was fascinated by the display screen mounted on the wall that showed the status of each application and the section of the municipality that processed it," BK explains. "It felt like waiting at an airport, with everyone glued to the screen." As he waited, he noticed the new changes—a clean waiting area, a list of staff assigned with specific task, reading materials, and even free Wi-Fi.
A few minutes later, BK's name was announced, and he quickly made his way to the designated room, where an agriculture officer patiently explained about the pests attacking his paddy and corn crops. The officer handed him a packet of pesticide and explained the usage in detail. "I got exactly what I needed in just 10 minutes, and I didn’t even have to leave the comfort of the sofa," says BK with a chuckle.
A much-needed start
In Nepal, local governments are the closest link between citizens and essential services. The Local Government Operation Act, 2017 defines their roles in delivering everything --from vital registration and social protection to agriculture, education, and basic health services. The Constitution of Nepal states that good governance can be established by ensuring equal and easy access to these services for all Nepali citizens.
However, there are persistent challenges. The Basic Service Delivery (BSD) Mapping Report 2023 commissioned by the Office of Chief Minister and Council of Ministers of Karnali Province found that basic services often fail to reach all citizens, and grievance mechanisms remain weak. The report also highlights systemic issues in local governance, particularly in transparency, inclusive participation, accountability and efficiency. Similarly, the Nepal National Governance Survey 2017/18 shows that only 60 percent of individuals receive services from public institutions, highlighting wide gaps in service delivery.
Ishwori Sharma B.M, Deputy Mayor of Chaurjahari Municipality says it is the responsibility of local governments to deliver services promptly and with a sense of accountability.
"There are flaws in the way services are delivered to the people, leading to frustration with the political ecosystem," says Ishwori Sharma BM, Deputy Mayor of Chaurjahari Municipality. "But, in Chaurjahari’s case, things are changing. Thanks to vital support from UNDP, our municipality is giving a feel of smart local governance that service-seekers desperately needed," she adds proudly.
OSSD an innovative model practiced worldwide to address inefficiency, ineffectiveness, and accessibility issues in government services, has been established in Chaurjahari with support from the UNDP project, the European Union Support to Inclusive Federalism (EUSIF). Similar models are in place in Panchapuri and Dullu municipalities, also supported by EUSIF. As a complementary support to Nepal's flagship governance programme, the Provincial and Local Governance Support Programme (PLGSP), EUSIF works closely with provincial and local governments and civil society organizations in Karnali to strengthen governance systems, with a focus on gender and social inclusion, accountability, and sustainability.
Staff working at the OSSD centre in Chaurjahari Municipality.
OSSD model is largely informed by the findings of the 2023 BSD Mapping of local governments of Karnali, which was conducted with EUSIF’s technical support. Since the launch of OSSD centres in Chaurjahari, Panchapuri and Dullu municipalities significant progress has been made in terms of municipal service delivery.
An EUSIF assessment shows that around 82 percent of 4000 respondents, including 20 percent women who received services from OSSD centres in the three local governments during the first four months since April 2024 expressed satisfaction with the quality of services. Meanwhile, policy arrangements are also in place. The three municipalities have established procedures for operating their OSSDs along with updated Citizen Charters, and have trained their staff to run the OSSD centres efficiently. "We've also set up infrastructure for service-seekers with special needs such as persons with disabilities and lactating mothers," says Sharma.
The inquiry desk during the early days of OSSD in Panchapur Municipality. A number of services have now been automated.
Nearly 170 km from Chaurjahari, a local entrepreneur reflects on his own past frustrations with slow government services in Panchapuri Municipality in Surkhet district. "Last year, it took me 22 days just to get a construction plan and its estimates approved," says Bhim Raj Ghimire "But Panchapuri has changed. What used to take days now takes less than an hour!”
In Dullu, service-seekers are equally impressed by the new system. "It's a complete change. No more rushing to multiple office rooms or standing in line for hours," says Mina Kumari Karki, who visited Dullu Municipality carrying her toddler to claim compensation for damage caused by heavy rainfall to her onion and green chili seedlings. "The service token did everything—I didn't have to stand in line or worry about where to go next," she says.
Mina Kumari Karki in front of her home with her baby. When she was at the municipality office as a service-seeker, she didn’t have to stand in line or be confused about where to go.
An example of inclusive federalism
In Karnali, where the Human Development Index lags behind the national average, there is a strong desire for effective, reliable, and citizen-centered service delivery. This is especially crucial for marginalized groups who face significant barriers to accessing essential services such as healthcare, education, drinking water, and infrastructure.
"Local governments must provide inclusive services promptly and responsibly. Good governance, supported by smart and digital solutions, is key to effective service delivery and truly reflects the essence of federalism," says Sharma.
Like Sharma, decision-makers in other OSSD-implemented municipalities are proud to have introduced a system that caters to the needs of the people, which aligns with the principles of the federal model Nepal has adopted. "One of the key requirements of the federal setup was for citizens to receive timely services. It's their right," says Lalbir Bhandari, Mayor of Panchapuri Municipality. "This system has not only ensured timely service delivery and citizen satisfaction, as confirmed by our assessments, but it has also increased public trust in federalism."
Meanwhile, provincial policymakers see the OSSD model, successfully launched and operated by Chaurjahari, Panchapuri, and Dullu municipalities, as a good example of federalism at work. "This initiative is a perfect representation of federalism in action. Other municipalities should take this as an example," says Anand Saru, Chief Secretary at the Office of the Chief Minister and Council of Ministers in Karnali Province. According to him, the Karnali Province Training Academy has planned to replicate the integrated service delivery in two other local governments in the current FY 2024/25 and it will be gradually piloted cross the province.
The success of the OSSD model highlights how collaboration between development partners and local governments can drive positive change.
Acknowledging the special importance of one-stop service delivery modality in the local governments of Karnali, José Luis Vinuesa, Head of Cooperation of the Delegation of the European Union, says, “This one-stop window allows citizens to submit their requests for services to a single desk and the public officials thereafter take the responsibility to secure the various internal approvals until the service is completed.”
Similarly, underscoring the collaboration with provincial and the local governments of Karnali to the improve service delivery, Julien Chevillard, Deputy Resident Representative of UNDP, explains, "We are working with the Karnali province government and some local governments to develop innovative approaches for inclusive service delivery, including one-stop service delivery models and also digital palikas. And then we work through other programmes, including the PLGSP, to share these learnings and scale up these practices.