Strengthen public service platforms amid rising public frustration

Nepal's ambition for seamless digital governance, a key election promise of the Rastriya Swatantra Party, is being undermined by persistent technical failures. While the government has upgraded platforms like Hello Sarkar and introduced paperless services through the Nagarik App, including for passports and driving licenses, these efforts are hampered by frequent server crashes and operational bottlenecks.

Citizens attempting to access essential services, such as obtaining a National Identity Card for bank accounts or renewing licenses, are frequently met with system failures. The Nepal Rastra Bank's requirement for a National Identity Card, for example, is difficult to fulfill when the application platform collapses under peak traffic. This unreliability forces citizens into a complex bureaucratic maze, often leaving them without completing necessary administrative tasks.

Past governments have also failed to ensure the functionality of digital platforms due to flawed planning and insufficient investment in maintenance, upgrades, and technical expertise. A heavy reliance on foreign technology firms means local workers often cannot resolve issues independently when systems go down. Furthermore, the procurement of cheap, short-lived systems and the sidelining of software maintenance contribute to security vulnerabilities and backlogs. Overhauling digital systems with a focus on ongoing maintenance and upgrading from the outset, alongside reforming the procurement process, is crucial for Nepal to achieve its digital governance goals.