The Government of Nepal has introduced the One-Stop Service Delivery Management Procedure, 2083, to modernize public service delivery across municipalities and rural municipalities through an integrated and technology-driven system. Approved by the Ministry of Land Management, Cooperatives, Federal Affairs and General Administration under Section 65(4) of the Financial Procedures and Fiscal Responsibility Act, 2076, the procedure aims to make local government services simpler, faster, more transparent and results-oriented. Under the new framework, local governments may establish One-Stop Service Centres where citizens can request and receive services through a single service point without having to visit multiple administrative departments. The system also allows citizens to submit applications digitally, while the necessary administrative processes are handled internally through interconnected government offices. The procedure takes effect from the date of its approval by the ministry.

The framework introduces an Online One-Stop Service Delivery (OSSD) System with features including digital applications, citizen profiles, automated document processing, electronic records, real-time service tracking and SMS notifications. Citizens will be able to apply through a dedicated digital citizen module, receive unique registration numbers and monitor the progress of their applications without repeatedly visiting government offices. The system incorporates a “Once-Only Policy,” allowing previously registered citizen information, including citizenship and National Identity Card details, to be reused for subsequent services. Local governments must also arrange token-based queue management, digital displays showing service progress, electronic payments through POS machines or online payment platforms, and digital signatures where the necessary infrastructure is available. Priority services must be provided to pregnant and postpartum women, senior citizens, persons with disabilities and other individuals requiring special assistance.

The procedure requires local governments establishing service centres to provide essential infrastructure, including computers, printers, scanners, reliable internet connectivity, backup electricity, accessible waiting areas, drinking water, breastfeeding rooms and gender-friendly toilets. Dedicated service desks will handle citizen assistance, application registration, document management, revenue collection and service delivery, while designated officials will oversee system administration and grievance handling. Citizens will be able to submit complaints through the digital platform or physical feedback facilities, with local authorities required to review complaints and submit quarterly reports to their executive bodies. The concerned local governments will be responsible for financing the establishment and operation of these centres, although the federal ministry and provincial governments may provide technical and financial assistance. The ministry may also support model service centres during the first year of implementation and gradually expand the system following pilot testing and capacity assessments.

To ensure accountability, the procedure introduces performance indicators measuring service delivery time, citizen satisfaction, complaint resolution, digital service utilization, accessibility, financial sustainability and institutional coordination. Local governments must conduct annual evaluations and submit progress reports to the ministry at least once a year. A coordination committee chaired by the concerned mayor or rural municipality chairperson will oversee implementation, monitoring and improvements. The ministry will develop, host and maintain the OSSD platform, while local governments must manage staffing, training and operational arrangements. Interested local governments are required to submit their system-access requests through the official portal, ossd.sthaniya.gov.np/request, after completing the prescribed preparations. The procedure establishes a framework for phased implementation rather than confirming that one-stop centres are already operational nationwide, marking a significant step toward integrated, citizen-centred digital governance in Nepal.