The Ministry of Home Affairs has issued a circular to all District Administration Offices directing them to implement a one-door service system to improve public service delivery. The ministry said the move follows the government’s reform agenda focused on quality service, good governance, corruption control and citizen trust.
Under the directive, district offices must arrange service rooms and staff in a way that allows citizens to receive key services such as new citizenship, duplicate citizenship, passport, national identity card, minor identity card, arms license renewal, organization registration and document verification through a more organized and transparent process.
The ministry has also instructed offices to strengthen token systems, help desks, public announcement systems, citizen charters, online service access, complaint handling and priority service for elderly people, sick persons, persons with disabilities and citizens with children. Offices have also been told to maintain respectful behaviour toward service seekers and apply zero tolerance against misconduct or unnecessary harassment.
The circular further directs district offices to control middlemen, keep office premises clean, monitor service delivery regularly, update websites and proactive disclosure, prepare performance-based work plans within 15 days, and send regular progress reports to the ministry.
