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Nepal’s Citizen Charter is a cornerstone of transparent and efficient public service delivery. It empowers citizens with clear information about government services, procedures, timelines, and responsibilities. This blog post explores the key features of the Citizen Charter. It focuses on the services provided by various divisions, such as the Health Coordination Division and Population Management Division. Whether you’re seeking development aid coordination or gender equality policies, this guide will help you navigate the system effectively.
What is the Citizen Charter?
The Citizen Charter is a public document. It outlines the services offered by government departments, the processes involved, required documents, fees, and expected timelines. It ensures accountability and transparency, enabling citizens to access services efficiently. The document is a commitment from the Government of Nepal to uphold citizen rights and streamline administrative processes.
Key Features of the Citizen Charter
- Transparency: Clearly defined procedures and requirements for each service.
- Accountability: Designated contact and responsible officers for each service.
- Efficiency: Specified timelines for service delivery, ensuring prompt responses.
- Accessibility: No fees for most services, making them citizen-friendly.
- Comprehensive Coverage: Includes services from health coordination to employee administration and organizational surveys.
Highlighted Services from the Citizen Charter
Below is a detailed look at some key services. These are offered by the Health Coordination Division and Population Management Division. They are outlined in the Citizen Charter.
Health Coordination Division
| S.N. | Service Description | Procedure | Fee | Required Documents | Time Required | Contact Officer | Responsible Officer | Grievance Officer |
|---|---|---|---|---|---|---|---|---|
| 1 | Regarding Revenue Exemption | Application, decided by the committee meeting as per the Revenue Exemption Procedure 2079. | Free | Certified documents specified in Annex 2 of the Procedure | Maximum 2 weeks | Branch Chief | Division Chief | Health Secretary |
| 2 | Customs Facilitation | Application | Free | Legal documents of the organization and hospital, invoice, donation letter, etc. | Maximum 1 week | Branch Chief | Division Chief | Health Secretary |
| 3 | Work, Labor Permit, Visa, and Temporary Registration in Council | Application scrutiny, original file must be submitted from the Department of Health Services. | Free | Legal documents of the hospital and organization, documents showing expert specialization, copy of passport, advertisement, etc. | Maximum 1 week | Branch Chief | Division Chief | Health Secretary |
| 4 | Foreign Currency Exchange Reference | Original file must be submitted from the Department of Health Services. | Free | Original file from the Department of Health Services | Maximum 1 week | Branch Chief | Division Chief | Health Secretary |
| 5 | Statement of Need (for USMLE study) | Application must be registered at this ministry in the format specified in the Statement of Need Guideline Annex and attached with documents as per Annex 2. | Free | Documents as per Statement of Need Guideline, application as per Annex 1, documents as per Annex 2, guarantee letter of applicant or guardian as per Annex 3, commitment letter as per Annex 5. | 7 days | Branch Chief | Division Chief | Health Secretary |
Policy Planning and Monitoring Division
| S.N. | Service Description | Procedure | Fee | Required Documents | Time Required | Contact Officer | Responsible Officer | Grievance Officer |
|---|---|---|---|---|---|---|---|---|
| 6 | Nomination for Domestic and Foreign Study Scholarship | As per Nepal Health Service Act, 2053 and Rules, 2054, recommendation will be provided after necessary scrutiny by the nomination committee based on the application submitted for nomination. | Free | – Application – Initial appointment, adjustment/level increment letter – Prior approval letter – Updated PIS – Certification of remote service – Letter stating whether departmental action has been taken or not, and whether study leave has been taken before – Recommendation from the concerned office/province/local level | 2 months | Chief of Multi-sector Coordination Branch/Development Assistance Coordination Branch | Division Chief | Health Secretary |
| 7 | Appointment, Work Transfer of Scholarship Specialist Doctors on Contract Service | Appointment will be given based on the letter with the list of successful candidates from the institution and the application. If serving on contract for one year, work transfer can be done based on the attendance letter for contract service and the application. | Free | – Letter with the list of successful candidates from the university, institution, – Personal application – Attendance letter for contract service – Attendance letter for contract service and application for work transfer. | 7 days | Chief of Medical Services, Education and Research Branch | Division Chief | Health Secretary |
| 8 | Service Period Certification of Scholarship Specialist Doctors | Service will be certified after scrutinizing the necessary documents submitted with the application. | Free | – Application – Copy of initial appointment letter (if transferred, the transfer letter) – Attendance certificate and letter with date – Copy of NMC – Exit interview form | 3 days | Chief of Medical Services, Education and Research Branch | Division Chief | Health Secretary |
| 9 | Prior Study Permission for Health Workers or Doctors Serving in Institutions for Postgraduate or Higher Level | Prior study permission can be granted after scrutinizing the necessary documents submitted with the application. | Free | – Application – Appointment letter – Recommendation letter from the concerned working institution and ministry, and for those working in local level, recommendation letter from the Ministry of Federal Affairs and General Administration. | 7 days | Chief of Medical Services, Education and Research Branch | Division Chief | Health Secretary |
| 10 | Radiological Equipment Import Permission | Based on the recommendation of the Equipment Import Recommendation Committee. | Free | Submit the application with the documents as per the specified checklist. | Within 1 week of the committee meeting | Senior Drug Manager | Division Chief | Health Secretary |
| 11 | IEE / EIA Report Approval and Recommendation by Committee | Recommendation based on approval. | Free | Report included in the format of Environment Protection Act, 2076 and Rules, 2077. | Within 1 week of submitting with committee suggestions | Under Secretary | Division Chief | Health Secretary |
| 12 | Medical College Hospital Registration Renewal Above 200 Beds | Based on the monitoring report of the Ministry Level Monitoring Committee. | NPR 4000 per bed for license, NPR 500 per bed for renewal. | Documents as per Annex 10 of Public Health Service Rules 2077 for license. Documents as per Annex 12 of Public Health Service Rules 2077 for license. | Within 1 week of completion of all documents as per monitoring report | Under Secretary | Division Chief | Health Secretary |
| 13 | IVF Center Registration Renewal | Based on the monitoring report. | NPR 10000 per service for registration, NPR 1000 per service for renewal. | Documents as per Annex 10 of Public Health Service Rules 2077 for license. Documents as per Annex 12 of Public Health Service Rules 2077 for license. | Within 1 week of completion of all documents as per monitoring report | Senior Drug Manager | Division Chief | Health Secretary |
Population Management Division
| S.N. | Service Description | Procedure | Fee | Required Documents | Time Required | Contact Person | Responsible Chief | Secretary |
|---|---|---|---|---|---|---|---|---|
| 14 | Policy, Financial, and Programmatic Arrangement regarding Gender Equality and Social Inclusion (GESI) | Can be contacted through written, verbal, and social media via application and contact. | Free | – Can be contacted verbally – Report or email through social media – Written application | Same day | GESI Contact Person | Division Chief | Secretary |
| 15 | Information and Data Provision regarding Integrated Services for Gender-Based Violence Victims/Affected, Social Service Unit, Senior Citizen Service Program, and One-Window Crisis Management Center | Can be contacted through written, verbal, and social media. | Free | – Can be contacted verbally – Report or email through social media – Written application | Same day | GESI Contact Person | Division Chief | Secretary |
Administration Division
| S.N. | Service Description | Procedure | Fee | Required Documents | Time Required | Contact Officer | Responsible Chief | Secretary |
|---|---|---|---|---|---|---|---|---|
| 16 | Personnel Administration (Employee Transfer) | File submission with recommendation and opinion of the concerned office/province/local level for civil servants in Bhadra and health service employees inter-departmental transfer in Ashwin and Falgun. | Free | – Application certified by the concerned office chief in the format prepared by the ministry – Proof of service period – Certified copy of attendance information in the current office – Information/consent of vacant post – Updated PIS details | 7 days | Under Secretary, Personnel Administration Branch | Chief, Administration Division | Secretary |
| 17 | Prior Study Approval | File submission with recommendation and opinion of the concerned province/local level/office. | Free | – Information of the studying body – Application – Note and recommendation from the concerned office/body – Certification of remote service – Opinion of the provincial government/department – Copies of educational certificates – Copy of Nepali citizenship certificate – Copy of permanent appointment and level increment letter – PIS (updated) – Service certification letter – Letter from the studying institution | 7 days | Under Secretary, Personnel Administration Branch | Chief, Administration Division | Secretary |
| 18 | Leave Approval (Paid) | File submission with recommendation from the concerned working body and opinion from the office of the Chief Minister and Council of Ministers/department/office. The ministry can approve/disapprove as per rules. | Free | – Application | 7 days | Under Secretary, Personnel Administration Branch | Chief, Administration Division | Secretary |
| 19 | Promotion/Level Increment | Promotion list will be published after investigation based on the application with evidence (Push and Ashadh). | Free | – Note and recommendation from the concerned office/body – Certification of remote service – Opinion of the provincial government/department – Copies of educational certificates – Copy of Nepali citizenship certificate – Copy of permanent appointment and level increment letter – PIS (updated) – Prior approval letter – Nomination letter – Annex 20 (Covenant) – Service certification letter – Letter from the studying institution – Application – Minimum two years of performance appraisal form – Service certification letter | 1 month | Under Secretary, Personnel Administration Branch | Chief, Administration Division | Secretary |
| 20 | Organization and Management Survey | Framework preparation based on the recommendation of the O&M committee coordinated by the division chief of the ministry (organization structure and staffing, staffing summary, job description). Consent from the Ministry of Finance and Federal Affairs and General Administration. Submission to the Government of Nepal, Council of Ministers for approval. | Free (excluding related consulting services) | – O&M report, recommendation letter from the concerned body | 3 months | Under Secretary, Personnel Administration Branch | Chief, Administration Division | Secretary |
| 21 | Regarding Retirement/Resignation | For retirement, fill the form specified by the Civil Service Book before six months of the retirement date and submit to this branch. For resignation, voluntary application must be submitted to this branch with the recommendation letter from the concerned office. | Free | Retirement form specified by the Civil Service Book, information letter regarding retirement given by the Civil Service Book – Updated PIS – Initial appointment and current position appointment/promotion letter – For resignation, recommendation letter and verification letter from the concerned office – Clearance letter – Service period certification letter | 15 days | Under Secretary, Personnel Administration Branch | Chief, Administration Division | Secretary |
Health Emergency and Disaster Management Unit (HEOC)
| S.N. | Service Description | Procedure | Fee | Required Documents | Time Required | Contact Officer | Unit Chief | Health Secretary |
|---|---|---|---|---|---|---|---|---|
| 22 | Ambulance Operation Permit Approval | Decision will be made as per the recommendation of the National Ambulance Management Committee. | Free | As per National Ambulance Guideline, 2078, Annex 3 – Copy of health institution registration, affiliation certificate – Constitution of the health institution, decision of the institution, – Recommendation from District and Provincial Ambulance Management Committee – Agreement letter between the health institution/hospital and ambulance operator | After the committee’s monthly regular meeting | HEDMU/HEOC | Unit Chief | Health Secretary |
| 23 | Ambulance Revenue Exemption Recommendation | Decision will be made as per the recommendation of the National Ambulance Management Committee. | Free | As per National Ambulance Guideline, 2078, Annex 8 – Copy of health institution registration certificate – Copy of the constitution of the health institution – Copy of last year’s audit report – Hospital operation approval letter – Copy of the renewed certificate of the hospital/health institution – Tax clearance certificate of the fiscal year before the renewal year – Decision of the hospital/health institution regarding ambulance purchase and operation – Recommendation from District and Provincial Ambulance Management Committee | After the committee’s monthly regular meeting | HEDMU/HEOC | Unit Chief | Health Secretary |
This Citizen Charter is an important document to ensure transparency and accountability in government services. The procedures and timelines mentioned in it provide ease to service recipients.
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