nitc.gov.np...Nepal GEA Design Principles Report Page 2 of 149 BPR Report Disclaimer This is the Report containing Design Principles for BPR of Government Services as assessed ...

Design Principles Report for

all Short-Listed Government Services

Se

pte

mb

er

20

10

Pw

C

Nepal GEA

Nepal GEA

Nepal GEA

Nepal GEA

Nepal GEA

Design Principles Report

Page 2 of 149

BPR Report

Disclaimer

This is the Report containing D

esign Principles for BPR of Government Services as assessed previously by PwC Team for finalizing requirements for the Nepal

GEA. The purpose of this Report is to enable the Ministries / Departm

ents / Agencies who own these Services for BPR and GEA.

This Report (and any extract from it) m

ay not be copied, paraphrased, reproduced, or distributed in any m

anner or form

, whether by photocopying, electronically,

by internet, within another document or otherwise, without prior written permission of PwC. Further, any quotation, citation, or attribution of this publication, or

any extract from it, is strictly prohibited without prior written permission from PwC.

Following Report is based on a study conducted as a combination of primary &

secondary research, and it may be noted that there are limitations in a secondary

research as the reliability of the data (and its source) cannot be guaranteed. Although the inform

ation described in this Report has been taken from the Official

Government Websites of Nepal as well as other Countries (covered for Benchmarking), the actual situation of im

plementation across various levels cannot be

accurately assessed in totality.

Nepal GEA


Page 3 of 149

BPR Report

Acknowledgements

Acknowledgements

Acknowledgements

Acknowledgements

PwC Team would like to thank the Government of Nepal for the opportunity to assist in implementation of GEA and places on record

its appreciation for all Senior Government Functionaries who shared their valuable views, opinions and inform

ation during the course

of giving the feedback on Current State Assessment Report and for appreciating our Design Considerations and considering them as

Design Principles. The Team acknowledges with thanks the support and ideas provided by especially the HLCIT Officers, namely M

r.

Manohar Kumar Bhattarai, Mr. Juddha Gurung and Mr. Surab Amatya in carrying out this assignment.

The Team also acknowledges with thanks and gratitude the opinion and ideas provided by following persons:

Mr. Ombindu L. Rajbhandary

Team Leader (Project Management Consultant)

Mr. Anup Babu Shreshtha

Project Management Consultant

Mr. Ishwar M Shreshtha

Network Integration Specialist (Project Management Consultant)

Mr. Birendra Kumar Mishra

Director, IT, Inland Revenue Department

Mr. Bhesh Raj Kanel

Chairman, Nepal Telecom Authority

Mr. Amber Sthapit

Deputy Director, Engineering Section, Nepal Telecom Authority

Mr. Purushottam Khanal

Deputy Director, Administration, Nepal Telecom Authority

Mr. Deepesh Acharya

Deputy Manager, License & R T D Section, Nepal Telecom Authority

Mr. Bikal Paudel

Deputy Director, PIU Member, Nepal Inform

ation Technology Centre

Mr. Krishna Raj BC

Joint Secretary, Ministry of Land Reform

and Management

Mr. Drona Pokhrel

Under Secretary, Ministry of Land Reform

and Management

Mr. Kapil Dev Shrestha

Director, IT, Department of Land Reform

s and Management

Mr. Chudamani Guragain

Computer Officer, Department of Land Reform

s and M

anagement

Mr. Anil Kumar Gurung

Director, Department of Transport Management

Mr. Harish Bhatt

Computer Officer, Department of Transport Management

Nepal GEA


Page 4 of 149

BPR Report

Mr. Prahlad Pokhrel

Under Secretary, PIU Member – NID, National Identity Card Management Centre

Mr. Jagat B Bhandary

Computer Officer, Ministry of Home Affairs

Mr. Dilli Raj Pokharel

Section Officer, Ministry of Home Affairs

Mr. Manish Luatel

Computer Engineer, Ministry of Home Affairs

Mr. Rajendra Sigdel

Section Officer, Ministry of Home Affairs

Mr. Keshab P Bhattarai

Secretary, Public Service Commission

Mr. Sushil Kumar Ojha

Joint Secretary, Public Service Commission

Mr. Lok Raj Sharm

a

Computer Officer, Public Service Commission

Mr. Sashidhar Karki

Public Service Commission

Mr. Balananda Paudel

Secretary, Ministry of General Administration

Mr. Binod KC

Joint Secretary, Ministry of General Administration

Mr. Mahadev Panth

Under Secretary, Ministry of General Administration

Mr. Ram Prasad Ghimire


Mr. Danduraj Ghimire


Mr. Kiran R. Sharm

a


Mr. Ramesh Sharm

a Paudyal

Computer Officer, Ministry of General Administration

Mr. Ridesh Tamrakar

Computer Operator, Dept. of Civil Personnel Record, Ministry of General Administration

Mr. Shyam Sundar Sharm

a

Joint Secretary, Election Commission

Mr. Ram Govind Aryal

Computer Officer, Election Commission

Mr. Avanindra Kumar Shrestha Secretary, Public Procurement Monitoring Unit

Mr. Mahesh Singh Kathayat

Head of Computer Division, Police Headquarters, Naxal

Mr. Ananda Raj Pokharel

Chief Executive Officer, Kathmandu Metropolitan City Office

Nepal GEA


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BPR Report

Mr. Tribhuvan M S Pradhan

Chief, IT Section, Kathmandu Metropolitan City Office

Mr. Deepak Timil Sina

MIS Director, Supreme Court

Mr. Utsav R. Wagle

Software Developer, Supreme Court

Mr. Sanjay Manandhar

Computer Engineer, Office of the Financial Comptroller General

Mr. Sushil Pandey

Undersecretary, Office of the Financial Comptroller General

Mr. Lok Prasad Acharya

Director General, Department of Post

Mr. Sudip Aryal

Computer Engineer, Department of Post

Mr. Sharda Prasad Paudyal

Department of Post

Mr. Shakil Manandhar

Engineer, Department of Roads

Mr. Anil Pradhan

Deputy Director, Nepal Rastra Bank

Mr. Shiva Ram Dawadi

Deputy Director, Nepal Rastra Bank

Mr. Krishna Ram Dhunju

Account Deputy Director, Nepal Rastra Bank

Mr. Debesh Prasad Lohani

System Integration Specialist, PMC

Nepal GEA


Page 6 of 149

BPR Report

Contents

Contents

Contents

Contents

Executive Summary

Executive Summary

Executive Summary

Executive Summary ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

......................................

......

......

...... 8 888

1.

1.1.

1.

Inland Revenue Department (IRD)



Inland Revenue Department (IRD) ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

.........................................

.........

.........

.........12

1212

12

1.1

Registration of Taxpayers (issue of PAN and registration for VAT) ............................................................................................................. 12

1.2

Facilitating filing of Taxes (Income Tax, VAT and TDS) ............................................................................................................................... 17

2.

2.2.

2.

Department of Transport Management (DoTM)



Department of Transport Management (DoTM) ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

.......................................................

.......................

.......................

.......................21

2121

21

2.1

Vehicle Related Services .............................................................................................................................................................................. 21

2.2

Driving License Related Services ................................................................................................................................................................. 29

3.

3.3.

3.

Supreme Court of Nepal



Supreme Court of Nepal ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

........................................................

........................

........................

........................34

3434

34

3.1

Creation and communication of Daily Cause List ......................................................................................................................................... 34

4.

4.4.

4.

Municipalities

Municipalities

Municipalities

Municipalities ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

........................................

........

........

........37

3737

37

4.1

Birth Registration .......................................................................................................................................................................................... 37

5.

5.5.

5.

Nepal Police

Nepal Police

Nepal Police

Nepal Police ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

..........................................

..........

..........

..........43

4343

43

5.1

Issue of Character Certificate to a Citizen .................................................................................................................................................... 43

6.

6.6.

6.

Financial Comptroller General O

ffice (FCGO)


ffice (FCGO)


ffice (FCGO)


ffice (FCGO) ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

.........................................................

.........................

.........................

.........................49

4949

49

6.1

Control & Management of Public Finances .................................................................................................................................................. 49

7.

7.7.

7.

Department of Roads

Department of Roads

Department of Roads

Department of Roads ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

.............................................................

.............................

.............................

.............................53

5353

53

7.1

Tender Management .................................................................................................................................................................................... 53

8.

8.8.

8.

Ministr

Ministr

Ministr

Ministry of Foreign Affairs (MoFA)

y of Foreign Affairs (MoFA)

y of Foreign Affairs (MoFA)

y of Foreign Affairs (MoFA) ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

..........................................

..........

..........

..........61

6161

61

8.1

Issue of an Ordinary Passport ...................................................................................................................................................................... 61

9.

9.9.

9.

Election Commission (EC)



Election Commission (EC) ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

.....................................................

.....................

.....................

.....................67

6767

67

9.1

Registration of Voters ................................................................................................................................................................................... 67

Nepal GEA


Page 7 of 149

BPR Report

10.

10.

10.

10.

Ministry of General A

dministration (MoGA)






dministration (MoGA) ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

..........................................................

..........................

..........................

..........................74

7474

74

10.1

Personnel Management ............................................................................................................................................................................... 74

10.2

Management Audit of Government Organizations & Agencies .................................................................................................................... 84

10.3

O & M Surveys for Government Organizations & Agencies ......................................................................................................................... 86

11.

11.

11.

11.

Department of Land Reform

& Management (DoLRM)






& Management (DoLRM) ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

.........................................

.........

.........

.........89

8989

89

11.1

New Land Registration ................................................................................................................................................................................. 89

11.2

Land Mutation (Change in Ownership) ......................................................................................................................................................... 97

11.3

Management of Land Disputes ................................................................................................................................................................... 107

12.

12.

12.

12.

Nepal Telecom Authority (NTA)



Nepal Telecom Authority (NTA) ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

........................................

........

........

........ 111

111

111

111

12.1

License Award Process for VAS ................................................................................................................................................................. 111

12.2

Type Approval Process .............................................................................................................................................................................. 115

12.3

Consumer Grievance Redressal ................................................................................................................................................................ 119

13.

13.

13.

13.

Public Service Commission (PSC)



Public Service Commission (PSC) ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

....................................

....

....

.... 122

122

122

122

13.1

Collecting and Consolidating Manpower Requirements of various Ministries and Departments ............................................................... 122

13.2

Processing the Application and Analysis of Examination Result ............................................................................................................... 127

14.

14.

14.

14.

Ministry of Home Affairs (MoHA)



Ministry of Home Affairs (MoHA) ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

.......................................

.......

.......

....... 134

134

134

134

14.

Issue of Citizenship Certificate ................................................................................................................................................................... 134

15.

15.

15.

15.

Department of Post

Department of Post

Department of Post

Department of Post ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

..........................................................

..........................

..........................

.......................... 140

140

140

140

15.1

Tele-Center Network .................................................................................................................................................................................. 140

16.

16.

16.

16.

Nepal Rastra Bank (NRB)



Nepal Rastra Bank (NRB) – ––– Central B

ank of Nepal

Central B

ank of Nepal

Central B

ank of Nepal

Central B

ank of Nepal ................................

................................

................................

................................................................

................................

................................

................................................................

................................

................................

.............................................

.............

.............

............. 145

145

145

145

16.1

Submission of Periodic Data from Banks & Financial Institutions .............................................................................................................. 145

Annexure

Annexure

Annexure

Annexure- ---1: Parameters utilized for Business Process Evaluation

1: Parameters utilized for Business Process Evaluation

1: Parameters utilized for Business Process Evaluation

1: Parameters utilized for Business Process Evaluation ................................

................................

................................

................................................................

................................

................................

...............................................................

...............................

...............................

............................... 149

149

149

149

Nepal GEA


Page 8 of 149

BPR Report

Executive Summary

Executive Summary

Executive Summary

Executive Summary

Project Background

Project Background

Project Background

Project Background

In 2005, the G

overnment of Nepal (G

oN), adopted e-G

overnment Master Plan (eGMP), with the objective of using Inform

ation and

Communication Technology (ICT) to enhance government process, service to citizens and foster social integration, economic growth

and poverty reduction. The Asian D

evelopment Bank (ADB) has provided Technical assistance for developing the e-Government

projects under the guidelines of eGMP and Enterprise Architecture is one of the major projects.

As an important component of the e-Governance initiatives in Nepal, it is envisioned that practically all the eServices and electronic

inform

ation in Nepal will be delivered via a comprehensive integration platform

and collections of portals and applications. This wide

collection of software infrastructure and systems w

hich is envisioned to be the gateway for electronic inform

ation and electronic

interactions in Nepal, is generally referred to as Government Enterprise Architecture (GEA) initiative.

All the government and public e-Services (electronic Services) will be compliant with the G

EA. This project envisions the planning,

design, development or customization to the requirements of the Government of Nepal, facilitation and implementation of all required

infrastructure, protocols, frameworks and national standards for Government Enterprise Architecture.

The ownership of this project would lie with the High Level Commission of Inform

ation Technology (HLCIT). Therefore, the m

ain

stakeholders of this project are HLCIT and all government agencies under the ICT development project and also all other government

agencies which will start developing and using their own e-Applications under the Government Enterprise Architecture (GEA).

Form

ally stated, the GEA Approach mandates:

•

Identification of critical services across the various departments of Govt of Nepal

•

As is Assessment of the services sort listed services

•

Review Business Strategy and Drivers and to be Assessment and Process Re-engineering

•

Standardize, Localize and Replicate

•

GEA, NeGIF & Portal R

equirement Gathering & Analysis

•

Define Government Enterprise Architecture & NeGIF

•

Effective Public-Private Partnership is crucial

•

Think Big, Start Small and Scale Fast

Nepal GEA

In this context, PwC has been appointed as Consultants to assist the Government of Nepal in design and commissioning of the GEA

in M

ay 2010 and since then, the Team has shared the Current State Assessment Report on Shortlisted G

overnment Services with

the relevant Ministries / Departments. This Report is the Nepal GEA Design Considerations Report on Shortlisted Services which

includes Service Current State, Benchmarking data

Be Recommendations for Government Service

Approach & Methodology adopted




The overall Approach that has been adopted for

shown below:

context, PwC has been appointed as Consultants to assist the Government of Nepal in design and commissioning of the GEA

m has shared the Current State Assessment Report on Shortlisted G


This Report is the Nepal GEA Design Considerations Report on Shortlisted Services which

king data of Government Service with Relevant Countries and Design Considerations

Be Recommendations for Government Service.

Approach that has been adopted for devising the D

esign C

onsiderations for all short-listed G

overnment Services is


Page 9 of 149

BPR Report

context, PwC has been appointed as Consultants to assist the Government of Nepal in design and commissioning of the GEA

m has shared the Current State Assessment Report on Shortlisted G


This Report is the Nepal GEA Design Considerations Report on Shortlisted Services which

with Relevant Countries and Design Considerations / To

listed G

overnment Services is

Nepal GEA


Page 10 of 149

BPR Report

PwC Team had submitted the D

raft Version of Current State Assessment Report in June 2010. Week later after the submission,

Team began their Current State Assessment Walk through with all 16 Government Agencies, to get it verified. Walkthrough results in

creating the awareness among the Government Personnel and bridge the GAP of their process understanding. Then Revised

Version is shared with Department Heads or Secretaries.

After verification PwC does the Benchmarking of Shortlisted G

overnment Services w

ith other relevant countries like India, United

Kingdom, United States of America, Singapore, South Korea, etc and study the relevant best practices. Parallel to this activity PwC

Team had discussion with consumers of these Government Services, like Citizen applying for Driving License, Vehicle Registration,

Citizenship Certificate, Land Mutation, New Land Registration, New Passport, Government job, Retired Government employee

applying for Pension Book, etc.

Benchmarking and Consumers feedback Analysis result in Design Considerations for the BPR. PwC Team form

ulates those

Considerations as To-Be Recommendations or Design Considerations and shared with all 16 Government Agencies.

PwC Team had also identified some common Design considerations and common pre-requisites for hooking on to GEA which

includes:

i.

Simplification of Application Form

(Saral): Simplification with limited data inputs and auto-extracting of the other secondary

data from relevant databases like Citizenship Database, Income Tax Returns Database, Birth Registration Database, Nepal

Police Criminal R

ecord Database, etc.

ii.

Verification of Supporting Inform

ation: Online Application Interface with relevant databases mentioned in 1

st point will enable

Online Verification and Validation of Citizen’s Inform

ation. MoUs have to be signed within Ministries / Departments for cross-

verification and sharing of citizens’ data

iii.

Personnel Training: Suitable training of Government Personnel for ensuring effective usage of computerized systems.

iv.

Facility to Submit Application Form

at Remote Location: Government Agencies should have relevant MoUs (Memorandum of

Understanding) with Postal D

epartment, for outsourcing Government Service Delivery through Tele-Centers.

v.

Uniform

Connectivity: Secure Internet Connection and 24X7 Connectivity with common Standards across all Government

Agencies, suitable for delivering Government Service

Nepal GEA


Page 11 of 149

BPR Report

vi.

Common Data Repository with Disaster Recovery Plan: Common Database (Unicode data) at centralized location with

functionality of periodic updates from all Government Agencies. Common Repository must include data from all relevant

databases mentioned in 1

st point. Government agencies should identify offsite Disaster Recovery locations

vii.

Security features: Digital Signature or Dongle have to be im

plemented to ensure the legality and sanctity of computerized

process

viii.

Generation of Transaction ID: Every online transaction must generate a transaction number for future reference

ix.

Electronic Payment Gateway: e-Payment Gateway has to be made available for electronic transfer of money. Options include

Online Payment Gateway and Mobile Payment Gateway.

x.

Digitized Certificate: All relevant Government Services should deliver Digitized Certificate like Driving License, Citizenship

Certificate, Land Ownership Certificate, Character Certificate, Birth Certificate, Telecom License Certificate for VAS, Type

Approval C

ertificate, etc.

Structure of the Report




This Report is divided into 16 Sections (for each of the 16 M

inistry / Department / Agency) and each of these Sections is further

divided Service-wise into Sub-sections. Each Sub-section refers to an individual Government Service and broadly has following 5

parts:

i.

Parameters for Assessment: parameters which are used for doing Benchmarking and Best Practices study in relevant

countries

ii.

Self Assessment: provides analysis of the entire flow pertaining to the delivery of the Government Service

iii.

Comparative Assessment (Benchmarking): provides you the Comparative Analysis of the Government Service Delivery

System with other relevant countries.

iv.

Design Principles for BPR: list the design principles which are essential for BPR

v.

Data Requirements for BPR: list of data required by one department from others

vi.

List of Web S

ervices: that can be extracted after the incorporation of the D

esign C

onsiderations in G

overnment Service

delivery process and identifications of the potential consumers of such W

eb Services

Nepal GEA


Page 12 of 149

BPR Report

1.

1.1.

1. Inland

Inland

Inland


Revenue Department (IRD)



In the Current State Assessment, the Government Services of IRD that are related to Tax Administration (such as issue of PAN to a

person or an Entity, facilitating filing of Income Tax by Taxpayers, registration for VAT, facilitating filing VAT Returns and facilitating

filing of TDS Declarations) have been assessed. In this Section, these Services have been grouped into 2 broad categories, that is,

registration of taxpayers (issue of PAN and registration for VAT) and facilitating filing of Taxes (Income Tax, VAT and TDS), and have

been thereafter assessed internally as w

ell as benchmarked externally (with similar Services being delivered in India and U

nited

Kingdom) using a certain pre-defined parameters. The design considerations have thereafter been derived and are listed in Sub-

section 1.1.4 and 1.2.4

1.1

1.11.1

1.1

Registration of Taxpayers (issue of PAN and registration for VAT)




1.1.1

1.1.1

1.1.1

1.1.1 Parameters for Assessment

Parameters for Assessment



Following parameters have been utilized for assessment of this particular Service:

1. Department / Agency responsible for the service

2. Service being delivered manually or via Computers

3. How does one apply for registration as a Taxpayer

4. How is applicants’ data processed and stored

5. Is there any data that is procured from other Departments before registration

6. What Instrument is issued after registration

7. Data of registered Taxpayers is shared with which other Departments / Agencies

1 111.1.2

.1.2

.1.2

.1.2 Self Assessment

Self Assessment

Self Assessment

Self Assessment

• Currently, the registration for VAT cannot be done online (unlike application for PAN)

• The navigation-plan for the E-PAN M

odules (especially from Applicants‟ perspective) needs to be substantially enhanced.

Also, it is extremely difficult for Foreigners, who are liable to pay taxes in Nepal and want to apply for a PAN, to complete

Nepal GEA


Page 13 of 149

BPR Report

the Taxpayer Registration Form

on their own as in spite of providing the same inform

ation in English, the Applicants have to

provide the same in Nepali as well.

• IRD has not yet incorporated suitable Security Features into E-PAN M

odules to ensure legality & sanctity of the data being

received, processed and stored digitally

• Unlike Personal E-PAN, the Entities are not provided with the option to directly upload their Supporting Documents while

applying for PAN. Subsequently, IRD is retaining and storing the H

ardcopies of a substantial number of documents as

received from such applicants.

• Currently there are no electronic interfaces between IRD and other Departments / Agencies to cross-verify various data. For

example, while issuing a PAN, IRD is not verifying citizenship data with MoHA or data of foreign nationals with MoFA.

1 111.1.3

.1.3

.1.3

.1.3 Comparative Assessment (Benchmarking)

Comparative Assessment (Benchmarking)



Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

1

Department / Agency

responsible for the service

IRD

Income Tax Department

HM Revenue & Customs

2

Service being delivered manually

or via Computers

Partially Computerized



3

How does one apply for

registration as a Taxpayer

Digitally (for PAN) and Manually

(for VAT)

Manually

Manually

4

How is applicants’ data

processed and stored

Digitally + Manually


Digitally

5

Is there any data that is procured

from other Departments before

registration

None

None

Citizenship Data from Home Office

and data pertaining to foreigners

from Foreign Office

Nepal GEA


Page 14 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

6

What Instrument is issued after

registration

Perm

anent Account Number

(PAN) or VAT Registration No.

Perm

anent Account Number

(PAN) or VAT Registration No.

Unique Taxpayer Reference (UTR)

or VAT Registration No.

7

Data of registered Taxpayers is

shared with which other

Departments / Agencies

None

None

All Ministries / Departments as

required

Even though Nepal has a better system for registration of Taxpayers as compared to India, UK has ensured that seamless interfaces

are m

aintained w

ith other Ministries / Departments for cross-verification of the data as received from prospective Taxpayers (and

subsequently for sharing data of newly-registered Taxpayers as necessary).

1.1.4

1.1.4

1.1.4

1.1.4 Design Principle

Design Principle

Design Principle

Design Principles sss for BPR

for BPR

for BPR

for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. Facility to apply online for VAT registration can be provided. IRD would

digitally capture and store the Biometric Data of Applicants at the time of

processing their request for PAN / VAT registration

• IRD would have to allocate suitable funds for

enhancement of E-PAN Modules and for designing

system for online registration of VAT

• Digital S

ignatures have to be implemented to ensure the

legality and sanctity of computerized process

• Suitable Government Order has to be issued for ensuring

legality of and adherence to online flow for registration of

Taxpayers by IRD (PAN and VAT)

• Suitable training need to be given across various IROs for

ensuring effective usage of computerized systems

B. The overall Navigation-Plan of the IRD W

eb Portal would be improved with

suitable “How To” manuals, FAQs and Multi-lingual Versions

C. Digital Signatures would be provided to relevant Users of the

Computerized System (including Officers at IROs)

D. Entities applying for PAN should be provided with the option to directly

upload their Supporting Documents

Nepal GEA


Page 15 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

E. IRD would start using “Smart” Form

s while registering Taxpayers wherein

Nepali Citizens could just provide their Citizenship No. and their other

data-items could be automatically extracted from the Citizen Database of

MoHA

F. Applicants would be provided the facility to track status of their request for

PAN / VAT Registration or their Tax Returns via website or their Mobile

Phones

G. IRD would make Digitally-signed Copies of PAN / VAT Registration

Certificates available online (with controlled access)

1.1.5

1.1.5

1.1.5

1.1.5 Data Requirements

Data Requirements

Data Requirements

Data Requirements for BPR

for BPR

for BPR

for BPR

Data Required

Data Required

Data Required

Data Required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing requests from Nepali citizens for PAN / VAT

Registration:

• Citizen’s Name

• Gender

• Date of Birth

• Father’s Name

• Grandfather’s Name

• Citizenship Details

o Date of Issue

o Issuing Office

MoHA (from Citizenship Data)

Citizenship No. of Applicant

DoTM (from Driving License Data)

Driving License No. of Applicant

MoLD (from Vital Registration Data)

Birth Certificate No. of Applicant

Nepal GEA


Page 16 of 149

BPR Report

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.

o Tole

o VDC / Municipality

o District

• Correspondence Address

o Block No.

o Ward No.

o Tole


o District

Election Commission (from Voters Data)

Voter Registration No. of Applicant

MoFA (from Passport Holders Data)

Passport No. of Applicant

1 111.1.6

.1.6

.1.6

.1.6 Additional

Additional

Additional

Additional Web Services that

Web Services that

Web Services that

Web Services that would be

would be

would be

would be possible

possible

possible

possible after BPR

after BPR

after BPR

after BPR

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A. Apply for PAN in English

Prospective Taxpayers IRD (via E-PAN

Modules)

Various Details of the

Applicant

Unique PAN

B. Apply for VAT Registration No,

Prospective Taxpayers IRD (via E-VAT

Module)


Applicant

VAT Registration No.

Nepal GEA


Page 17 of 149

BPR Report

1.2

1.21.2

1.2

Facilitating filing of Taxes (Income Tax, VAT and TDS)




1.2.1

1.2.1

1.2.1

1.2.1 Parameters

Parameters

Parameters


for Assessment

for Assessment

for Assessment

Following parameters have been utilized for assessment of this particular Service:



3. How does one calculate his / her Income Tax / VAT Liabilities

4. Can IT / VAT / TDS Returns be filed online

5. Can the Taxpayers electronically send the documents that have to submitted with Returns

6. How is Returns’ data processed and stored

7. Is there any data that is procured from other Departments before Returns are accepted

8. Can Taxpayers electronically pay their dues

9. Data of Taxpayers’ R

eturns is shared with which other Departments / Agencies

1 111. ...2 222.2 .2.2.2 Self Assessment

Self Assessment

Self Assessment

Self Assessment

• Even though R

eturns for VAT and TDS can be electronically filed, facility for e-filing of Income Tax has not yet been

provided to all categories of Taxpayers

• At present, m

ultiple Form

s and Annex have been prescribed by IRD for filing Returns and this results in the entire process

of filing of Taxes becoming tedious and complex for all concerned

• IRD has not yet incorporated suitable Security Features into E-Returns Module to ensure legality & sanctity of the IT / VAT /

TDS Returns being received, processed and stored digitally

• IRD has not yet planned for a secure & expandable data storage facility (with suitable DR plan) for the Tax Returns data

that would generated year on year and would be quite substantial as well as highly-confidential

• The taxpayers have not yet been provided with the facility to directly upload their Supporting Documents while filing

Returns. Subsequently, IRD has to digitalize a substantial number of documents as received with IT / VAT / TDS Returns

• IRD has not yet provided e-Payment Gateway to the Taxpayers to pay their dues

Nepal GEA


Page 18 of 149

BPR Report

• Currently there are no electronic interfaces between IRD and other Departments / Agencies to cross-verify the Returns data

as provided by the Taxpayers.

1 111. ...2 222.3 .3.3.3 Comparative Assessment (Benchmarking)




Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

1

Department / Agency responsible for the service IRD

Income Tax Department (for

IT and TDS) and State Excise

Departments (for VAT)

HM Revenue & Customs

2

Service being delivered manually or via

Computers



Computerized

3

How does one calculate Income Tax / VAT

Liabilities

Manually

Manually

Manually or Digitally (via

HMRC website)

4

Can IT / VAT / TDS Returns be filed online

Only VAT and TDS Returns

Only IT Returns

Yes

5

Can the Taxpayers electronically send the

documents that have to submitted with Returns

No

No

No

6

How is Returns’ data processed and stored

Digitally

Digitally

Digitally

7

Is there any data that is procured from other

Departments before Returns are accepted

None

None

All Ministries / Departments

as required

8

Can Taxpayers electronically pay their dues

No

No

Yes

Nepal GEA


Page 19 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

9

Returns Data is shared with which other

Departments / Agencies

None

None

All Ministries / Departments

as required

UK has provided all its Taxpayers with the facility to electronically file their Returns and also to calculate their Tax Liabilities online

during the same process. Furtherm

ore, it has ensured that seamless interfaces are maintained with other Ministries / Departments for

cross-verification of the data as received from Taxpayers while they file Returns and subsequently for sharing of Returns’ data.

1 111. ...2.4

2.42.4

2.4 Design Principle

Design Principle

Design Principle

Design Principles for BPR

s for BPR

s for BPR

s for BPR

Design Principles

Design Principles

Design Principles

Design Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. Facility to register online and for e-Filing of Tax Returns would be provided to

all Taxpayers (including VAT)

• IRD would have to allocate suitable funds for

enhancement of E-Returns Modules and for creating

suitable Data repository

• Digital S

ignatures have to be implemented to ensure

the legality and sanctity of computerized process

• Suitable Government Order has to be issued for

ensuring legality of and adherence to online flow for

filing of taxes

• Suitable training need to be given across various IROs

for ensuring effective usage of computerized systems

• It would become easier and much more convenient for

the Taxpayers to pay their dues to the Government

B. IRD would start using “Smart” Form

s for filing of returns by the Taxpayers

wherein the static / perm

anent data-items of the Taxpayers (such as their

name, address, etc.) would be automatically extracted from the previous

Returns and they would only have to provide the transactional data (such as

turnover for the year, etc.)

C. Secure & Expandable Data Storage Facility (with suitable DR Plan) should

be implemented at the earliest

D. Facility to upload Supporting Documents (such as Balance Sheets, Account

Statements, Salary Slips, etc.) would be provided to Taxpayers while filing

their Returns online

Nepal GEA


Page 20 of 149

BPR Report

Design Principles

Design Principles

Design Principles

Design Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

E. Digital Signatures should be utilized to ensure legality & sanctity of Returns’

data as received from the Taxpayers

F. IRD would explore the possibility of providing e-Payment Gateway for the

Taxpayers to electronically pay their tax-dues

G. IRD would create and prescribe a single, consolidated Form

(applicable to all

Taxpayers) for filing Tax Returns

1 111. ...2.5

2.52.5

2.5 D DDData Requirement

ata Requirement

ata Requirement

ata Requirements for BPR

s for BPR

s for BPR

s for BPR

No Data Requirement.

1 111. ...2 222.6 .6.6.6 Additional

Additional

Additional


Web Services that

Web Services that


would be

would be

would be possible

possible

possible

possible after BPR

after BPR

after BPR

after BPR

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A. Calculate Tax Liability online

Registered Taxpayers

IRD (via E-Returns

Modules)


Taxpayer

Tax Liability for the year

B. e-Filing of Returns


IRD (via E-Returns

Modules)


Taxpayer

Acknowledgement Receipt

C. e-Payment Facility for paying Tax Dues


IRD (via E-Returns

Modules)

• PAN No. or VAT

Registration No.

• Financial Y

ear

Payment Receipt Slip

Nepal GEA


Page 21 of 149

BPR Report

2.

2.2.

2. Department of Transport Management (DoTM)




In the Current State Assessment, 2 Service Categories from DoTM were covered, namely:

•

Vehicle related services

o Registration of new vehicles

o Transfer of ownership of a vehicle

o Renewal of a Vehicle’s Registration

o Issue of Route Perm

its to Commercial V

ehicles

•

Driving License related services

o Issue of a new Driving License

o Duplication of an existing License

o Renewal of an existing License

o Addition of a new Category to an existing License

o Nepalikaran of a License

These Services have been assessed internally as w

ell as externally (with similar Services being delivered in India by Transport

Department - Delhi and USA by Oregon Department of Transport ) using a certain pre-defined parameters and thereafter the design

considerations (as listed in Sub-sections 2.1.4 & 2.2.4) have been derived.

2.1

2.12.1

2.1

Vehicle Related Services




2.1.1

2.1.1

2.1.1





Following parameters have been utilized for assessment of this Service



3. How does a Citizen apply

4. How is Citizen Data stored (manually or digitally)

5. How much time is taken to process an Application

Nepal GEA


Page 22 of 149

BPR Report

6. What type of Document is issued after the Complete Processing of an Application Form

7. Validity period of Vehicle Registration

8. How Long is Route Perm

it Valid

9. Is any Fee charged by DoTM for this particular service

2.1.2

2.1.2

2.1.2

2.1.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• No systems / interfaces exist for DoTM to countercheck the value of the vehicle with the Customs and there have been

instances where Dealers have undervalued the Vehicles while paying the Import Duty

• VRS does not have any interface for the Dealers or the Citizens to submit their Form

s online

• VRS does not have any interface for the Buyers / Citizens to submit their Form

s online

• Out of 13 DoTM Offices, only 4 are using the VRS

• In some cases it is possible that Applications which are received can be reprioritized / rescheduled as desired

• DoTM is currently not generating any Reports for other Ministries / Agencies (like Nepal P

olice, Traffic Police, Dept. of Road

etc) regarding the Vehicles registered with it

2 222.1.

.1.

.1.

.1.3 333 Comparative Assessment (Benchmarking)




Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

USA

USA

USA

USA - --- Oregon

Oregon

Oregon

Oregon

A.

Department / Agency responsible for the service

DoTM

Transport Department -

Delhi

Oregon Department of Transport

B.


Computers




C.

How does a Citizen apply

By Visiting Zonal Office


Online

Nepal GEA


Page 23 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

USA

USA

USA

USA - --- Oregon

Oregon

Oregon

Oregon

D.

How is Citizen Data stored (manually or digitally)

Manually & Online

Manually & Online

Online

E.

How much time is taken to process an Application 1-2 days

1 month

5-10 days

F.

What type of Document is issued after the

Complete Processing of an Application Form

Blue Book

Vehicle Registration Card

Vehicle Registration Card

G.

Validity period of Vehicle Registration

1 year

15 years

1 year

H.

How Long is Route Perm

it Valid

Varies

Varies

Varies

I.

Is any Fee charged by DoTM for this particular

service

Varies

Varies

Varies

In USA citizen apply for vehicle registration with social security number, same can also be done in Nepal using Citizenship Number.

Transport Department of India and USA issues Vehicle Registration card (smart card), whereas DoTM

1 111 issues Blue book which can

be easily torn and manipulated.

In USA and India pollution check is outsourced to third party, which works as per the guidelines given by transport department and

infrastructure includes machineries from transport department.

1 D

oT

M w

ill

issu

e V

eh

icle

Re

gis

tra

tio

n C

ard

(S

ma

rt c

ard

) in

fu

ture

Nepal GEA


Page 24 of 149

BPR Report

2 222.1.

.1.

.1.

.1.4 444 Design Principles

Design Principles

Design Principles


for BPR

for BPR

for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. DoTM can consider to have an interconnectivity with Dept. of Custom to cross check

the Actual Price of the Vehicle

•

DoTM’s VRS can provide suitable functionalities like

o

Online Vehicle Registration with feature to

upload supporting documents

o

Capturing owner biometrics

o

Secure login facility to registered dealers

•

Suitable MoUs need to be signed between

o

Department of Customs and DoTM, for

interconnection between both departments

and setting up the counter a custom border

office.

o

Postal Department and DoTM for the use of

Tele-Centers as service delivery channel

o

DoTM and NGO for doing the pollution check

•

Suitable training needs to be given to DoTM

Personnel which includes

o

Sending suitable automated alerts

B. DoTM would start using “Smart” Form

s for receiving requests for vehicle registration

wherein Nepali Citizens could just provide their Citizenship No. and their other data-

items could be automatically extracted from the Citizen Database of MoHA

C. DoTM would undertake Country-wide rollout of VRS and enable the citizens to

apply online for Vehicle Registration and Route Perm

its

D. DoTM would make Digitally-signed Copies of Vehicle Registrations available online

(with controlled access)

E. DoTM would digitally capture and store the Biometric Data of Vehicle Owners at the

time of processing their Applications

F. DoTM can send Automated Alerts to Citizen regarding Application status

G. DoTM would provide Secure Online Accounts (on-demand) for Vehicle Dealers to

apply directly for bulk-registration of imported vehicles

H. DoTM can setup counter at the Nepal border’s custom office to do vehicle

Nepal GEA


Page 25 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

registration

I. DoTM can provide SMS service to Traffic Police so that they can cross-check the

validity of Vehicle Registration

J. DoTM would explore the possibility of providing e-Payment Gateway for the

Applicants to electronically pay their Fee for vehicle registration, route perm

its and

other such services

K. DoTM would explore the possibility of outsourcing the Pollution Check operations to

suitable Vendors such as Service Stations, Petrol Stations, etc. who could be

selected via competitive bidding and can be given annual contracts

L. DoTM can enforce control mechanism on number of vehicles in Kathmandu Valley

�

Congestion Tax could be levied on vehicles coming to Kathmandu

�

Can explore an option of using Even – Odd Methodology2 222 for Kathmandu

vehicles

�

Can consider an option to remove 15 years old vehicles from Kathmandu

2 E

ve

n n

um

be

r v

eh

icle

s co

mm

uta

tin

g o

n e

ve

n d

ay

s a

nd

od

d n

um

be

r ve

hic

les

on

od

d d

ay

s

Nepal GEA


Page 26 of 149

BPR Report

2 222.1.

.1.

.1.

.1.5 555 Data Requirements for BPR




Data

Data

Data

Data Required

Required

Required

Required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing requests from Nepali citizens for Vehicle

Registration


• Gender

• Date of Birth

• Father’s Name



o Date of Issue

o Issuing Office

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.

o Tole


o District


o Block No.

o Ward No.

o Tole


o District



IRD (from Taxpayers Data)

PAN No. of Applicant







Nepal GEA


Page 27 of 149

BPR Report

2.1

2.12.1

2.1. ...6 666 Web Services that are possible

Web Services that are possible



Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A.

Online Application for Vehicle

Registration

• Citizen

• DoTM

• Importer’s Name

• Address of Importer

(Perm

anent and Temporary)

• Father / Husband Name

• Proposed Registration No.

• Vehicle Type

• Manufacturing Company

• Model

• Year of Manufacture

• No. of Cylinders

• Horse Power

• Chassis No.

• Engine No.

• Vehicle Color

• No. of Passengers

• Fuel Type (Petrol / Diesel)

• Has Radio (Yes / No)

• Usage Type (Private /

Commercial)

• Customs Duty Receipt No.

• Entry Registration Inform

ation

(Name of Police Officer, date of

• Registration Number

• Meeting Schedule at

DoTM Zonal Office

Nepal GEA


Page 28 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

issue, Entry Letter No.)

• Import Perm

ission Receipt No.

B.

Online Status of Vehicle

Registration (through e-M

ail &

SMS)

• Citizen

• DoTM

• Registration Number OR

OR

OR

OR

Citizenship number

• Registration Status

C.

Apply for Vehicle Registration

smart card (through e-M

ail &

SMS)

• Citizen

• DoTM

• Citizenship Number

• Vehicle Number

• Digitized Certificate

• Meeting Schedule at

DoTM Zonal Office

D.

Online Application for Route

Perm

it

• DoTM

• Nepal Police

• Traffic Police

• DoTM

• Vehicle Owner Citizenship

Number

• Vehicle Number

• Vehicle Type

• Perm

it Period Category

Selection


• Date to visit DoTM office

E.

Status of Route Perm

it (through

e-M

ail & SMS)

• Citizen

• DoTM

• Nepal Police

• Traffic Police

• DoTM

• Vehicle Owner Citizenship

Number OR

OR

OR

OR Registration

Number

• Vehicle Number

• Vehicle Type

• Perm

it Number


• Perm

it Issue Date

• Perm

it Expiry Date

• Perm

it Route Details

Nepal GEA


Page 29 of 149

BPR Report

2.2

2.22.2

2.2

Driving License Related Services




2.2.1

2.2.1

2.2.1








3. How does a Citizen apply

4. How is Citizen Data stored (manually or digitally)

5. How much time is taken to process an Application


7. Validity period of DL

8. What is the minimum age of getting DL

9. How many Categories are available in DL?

10. Is any Fee charged by DoTM for this particular service

2.2.2

2.2.2

2.2.2

2.2.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• Currently, the Applicants do not have the option to submit their Form

s online in spite of DLRS being a web-based

application that can facilitate the same

• Only Bhagmati Zonal Office is using DLRS and remaining 12 Zonal O

ffices are still issuing Driving Licenses manually. Also

DLRS is currently not configured to capture the Biometric data of the citizens while issuing Driving Licenses to them

• In some cases it is possible that Applications which are received can be reprioritized / rescheduled as desired

• Citizens face problem while applying for traffic police recommendation when they misplace driving license

• Issue of driving license process generally takes 2-3 days which can be completed in 1 day. Time lines are not followed

strictly it depends on no. of registrations per day

• DoTM is currently not generating any Reports for other Ministries / Agencies (like Nepal P

olice, Traffic Police, Dept. of Road

etc) regarding the Vehicles registered with it

Nepal GEA


Page 30 of 149

BPR Report

2.2

2.22.2

2.2. ...3 333 Comparative Assessment (Benchmarking)




Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

USA

USA

USA

USA - --- Oregon

Oregon

Oregon

Oregon

A.


DoTM

Transport Department -

Delhi

Oregon Department of Transport

B.


Computers




C.

How does a Citizen apply



Apply Online and then visit

DoTM Zonal Office

D.

How is Citizen Data stored (manually or digitally)

Manually & Online

Manually & Online

Manual & Online

E.

How much time is taken to process an Application 2-3 days

More than 90 days

1 day

F.


Complete Processing of an Application Form

Driving License

Driving License

Driving License

G.

Validity period of DL

5 years

20 years

8 years

H.

What is the minimum age of getting DL

18 years

18 years

16 years

I.

How many Categories are available in DL?

6

9

3

Nepal GEA


Page 31 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

USA

USA

USA

USA - --- Oregon

Oregon

Oregon

Oregon

J.

Is any Fee charged by DoTM for this particular

service

Varies

Varies

Varies

In USA citizen apply for driving license with social security number, same can also be done in Nepal using Citizenship Number.

Transport Department of India and USA issues Driving License Card (smart card), whereas DoTM

3 333 issues Driving License card which

can be easily torn and manipulated.

2.2

2.22.2

2.2. ...4 444 Design Principles

Design Principles

Design Principles


for BPR

for BPR

for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. DoTM would start issuing Learner’s License for Trainee Drivers (valid for 3 to 6

months) and it would be mandatory to have this License before an individual starts

learning driving or seeks admission in a Driving School

•

DoTM’s DLRS can provide suitable functionality to

do Online Registration for DL with facility to upload

supporting documents and provide digital DL

•

Suitable MoUs need to be signed between

o

Postal Department and DoTM for the use of

Tele-Centers as service delivery channel

•

Suitable training needs to be given to DoTM

Personnel which includes

o

Sending suitable automated alerts

•

Suitable Government Order has to be issued for

ensuring the legality of the guidelines issued by

B. DoTM would start using “Smart” Form

s for receiving requests for vehicle registration /

driving license wherein Nepali Citizens could just provide their Citizenship No. and

their other data-items could be automatically extracted from the Citizen Database of

MoHA

C. DoTM can provide SMS service to Traffic Police so that they can cross-check the

validity of DL

3 D

oT

M w

ill

issu

e D

rivin

g L

ice

nse

Ca

rd (

Sm

art

ca

rd)

in f

utu

re

Nepal GEA


Page 32 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

D. DoTM would undertake Country-wide rollout of DLRS and enable the citizens to

apply online for Driving License

DoTM to Traffic Police for issuing Traffic Police

Recommendation Letter

E. DoTM would make Digitally-signed Copies of Driving Licenses available online (with

controlled access)

F. DoTM can send Automated Alerts to Citizen regarding Application status

G. DoTM would digitally capture and store the Biometric Data of Driving License

Holders at the time of processing their Applications

H. DoTM can send Automated Alerts to Citizen regarding License Renewal Date

I.. DoTM can consider to provide Guidelines to Traffic Police for issuing Traffic Police

Recommendation Letter

J. DoTM would explore the possibility of providing e-Payment Gateway for the

Applicants to electronically pay their Fee for vehicle registration, driving license, route

perm

its and other such services

Nepal GEA


Page 33 of 149

BPR Report

2.2

2.22.2

2.2. ...5 555 Data Requirements for BPR




Data

Data

Data

Data Require

Require

Require

Required ddd

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing requests from Nepali citizens for Driving

License


• Gender

• Date of Birth

• Father’s Name



o Date of Issue

o Issuing Office

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.

o Tole


o District


o Block No.

o Ward No.

o Tole


o District











2.2

2.22.2





No new W

eb Service would arise from the Design Principles as mentioned above.

Nepal GEA


Page 34 of 149

BPR Report

3.

3.3.

3. Supreme Court of Nepal




In the Current State Assessment, one Service from the Supreme Court was covered, namely – creation and communication of Daily

Cause List. This particular Service has been assessed internally as well as has been benchmarked externally (with similar Service

being delivered in India and in United Kingdom) using a certain pre-defined parameters. The design considerations have thereafter

been derived and are listed in Sub-section 3.1.4.

3.1

3.13.1

3.1

C CCCreation and communication of Daily Cause List

reation and communication of Daily Cause List



3.1.1

3.1.1

3.1.1





Following parameters have been utilized for assessment of the Service of SC as covered by PwC Team:



3. How is Cause List prepared

4. What measures are in place to ensure sanctity & security of Cause Lists

5. How is the Cause List communicated

6. Can the Litigant request for inclusion / exclusion of a Case in a Cause List

3 333.1.2

.1.2

.1.2


Self Assessment

Self Assessment

Self Assessment

• CMS is currently being used in less than half of the Courts in Nepal, which implies that the Daily Cause Lists in m

ajority of

Courts is still being complied and promulgated manually.

• Courts have to look at incorporating suitable Security Features into CMS (such as Digital Signatures) to ensure sanctity &

legality of the data being stored and accessed

• Currently the Lawyers do not have a full-fledged access to CMS and the facility for online registration of cases and lodging

of various Requests is being considered

• As the data that would generated from C

MS year on year would be quite substantial and also as it would be highly-

confidential, it is important to address the issue of Secure Data Storage

Nepal GEA


Page 35 of 149

BPR Report

• Screening of citizens who come to Supreme Court to attend a particular Hearing is currently being done m

anually and the

idea of having the Staff at Gate connected to the CMS in real-time can be explored

3 333.1.3

.1.3

.1.3





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

1

Department / Agency responsible for the

service

Ministry of Law - SC

Ministry of Law &

Justice

Her Majesty's Courts Service

2


Computers

Partially computerized


Computerized

3

How is Cause List prepared



Digitally

4

What measures are in place to ensure

sanctity & security of Cause Lists

None

None

Digital Signatures have been issued

to all concerned with preparation and

communication of the Cause Lists

(e.g. Bench Officers, Judges, etc.)

5

How is the Cause List communicated

Digitally (via W

ebsite for courts

having CMS) + Manually (via

List displayed at non-

automated Courts)


Digitally

6

Can the Litigant request for inclusion /

exclusion of a Case in a Cause List

No

No

No

In U

K, the C

ause Lists for all the C

ourts are prepared digitally (unlike N

epal and India w

here a large number of Courts are not

computerized) and digital signatures have already been provided to all Officials involved in the exercise. Furtherm

ore, barring the few

Nepal GEA


Page 36 of 149

BPR Report

Courts which are computerized, the Daily Cause Lists in m

ajority of Courts in Nepal and India are also communicated m

anually to all

concerned and subsequently the details of proceedings / hearings are also manually updated.

3.1.4

3.1.4

3.1.4


Design Principle

Design Principle


s for BPR

s for BPR

s for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. Court Management System (CMS) would be implemented in all District

and Appeal Courts which are not yet computerized and also a

consolidated Court Cases Database would be created at National-level

(with inputs flowing in from Courts across the Country)

• Ministry of Law would have to allocate suitable funds for

Country-wide rollout of CMS

• Post-CMS, it would become easier to prepare and manage

Daily Cause Lists at various Courts

• The legality and sanctity of computerized Cause List would

be ensured if Digital Signatures are implemented


the legality of and adherence to the online flow for preparing

Cause List

• Suitable training need to be given across various courts for

ensuring effective usage of CMS

B. Litigants / citizens would be provided with the facility to check when a

particular Case is due (and under which court / bench) via SMS

C. Digital Signatures would be issued to all relevant Users (such as

Section Clerks, Bench Officers and Judges / Justices) of CMS

3.1.5

3.1.5

3.1.5

3.1.5 Data Requirements for

Data Requirements for



BPR

BPR

BPR


3 333.1.6

.1.6

.1.6

.1.6 Additional

Additional

Additional


Web Services that

Web Services that


would be

would be

would be possible

possible

possible

possible after BPR

after BPR

after BPR

after BPR

No new W

eb Service would arise from the Design Considerations as mentioned above but subsequent to Country-wide rollout of

CMS, it would be possible to have online access to Daily Cause Lists of all Courts in Nepal and also citizens across the Country

would be able to check the status of a particular hearing via their Mobile Phones.

Nepal GEA


Page 37 of 149

BPR Report

4.

4.4.

4. Municipalities

Municipalities

Municipalities

Municipalities

In the C

urrent State Assessment, one Service from the Supreme C

ourt w

as covered, namely – Birth R

egistration. This particular

Service has been assessed internally as well as has been benchmarked externally (with similar Service being delivered in India at

Kalyan-Dombivalli Municipal Corporation and in United Kingdom by the General Register Office) using a certain pre-defined

parameters. The design considerations have thereafter been derived and are listed in Sub-section 4.1.4.

4.1

4.14.1

4.1

Birth Registration

Birth Registration

Birth Registration

Birth Registration

4.1.1

4.1.1

4.1.1





Following parameters have been utilized for assessment of the Service of KMC as covered by PwC Team:



3. How and where does one apply for Birth Registration

4. How is Applicant’s data stored (manually or digitally)

5. How much time is taken to process an Application and register a birth

6. Is there any data that is procured from other Departments before registering a birth

7. What type of Document / Instrument is issued after registration of birth

4 444.1.2

.1.2

.1.2


Self Assessment

Self Assessment

Self Assessment

• Citizens have not yet been provided with the facility to submit their Applications for Birth Registration via Internet and at

present none of the W

ards are connected with Kathmandu M

unicipality or with each other via a suitable Network The ICT

Infrastructure and IT-trained M

anpower that exists with Kathmandu M

unicipality is currently not being used for delivery of

other Citizen Services except for Vital C

ertificates.

Nepal GEA


Page 38 of 149

BPR Report

• A software application is being developed by M

inistry of Local Development for consolidation of Vital Registration data from

across the Country and it is essential to ensure that this envisaged system has suitable interfaces with the Applications

used at Municipalities / Sub-M

etropolitan Cities / VDCs.

• As the databases of larger Municipalities would be quite different in context & content from Sub-M

etropolitan Cities / VDCs,

it is essential that data management protocols be defined centrally and promulgated thereafter across the Country

• Different Municipalities / Sub-M

etropolitan Cities / VDCs are either already using or are planning to use different Software

for automating their Vital Registration Portfolio w

hich should be avoided and a standardized application should be used

across the Country for Vital R

egistrations.

• Currently there are no electronic interfaces between M

unicipalities / Sub-M

etropolitan Cities / VDCs and other Departments

/ Agencies of the G

overnment. For instance, there is no provision for a M

unicipality to digitally verify the authenticity of a

citizenship certificate with the CDO or to check the Land Owner Details from DoLRM

4 444.1.3

.1.3

.1.3

.1.3 Comparative Assessment (Ben

Comparative Assessment (Ben

Comparative Assessment (Ben


chmarking)

chmarking)

chmarking)

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

(KMC)

(KMC)

(KMC)

(KMC)

India

India

India

India

(Kalyan

(Kalyan

(Kalyan

(Kalyan- ---Dombivalli MC)

Dombivalli MC)

Dombivalli MC)

Dombivalli MC)

United Kingdom

United Kingdom

United Kingdom

United Kingdom

1


service

Individual Municipalities /

VDCs

Municipal Corporation (for

areas under its jurisdiction)

General Register Office

2


Computers


Computerized


3

How and where does one apply for Birth

Registration

Manually at Municipality /

Ward Offices

Online (via KDMC Portal) +

Manually at Municipality Office

Manually at Hospitals (at the

time of birth itself) and District

Register Offices

4

How is Applicant’s data stored (manually or

digitally)

Partially Digital (hard-copies of

some Documents are stored)

Partially Digital (hard-copies of

some Documents are stored)

Digitally

Nepal GEA


Page 39 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

(KMC)

(KMC)

(KMC)

(KMC)

India

India

India

India

(Kalyan

(Kalyan

(Kalyan

(Kalyan- ---Dombivalli MC)

Dombivalli MC)

Dombivalli MC)

Dombivalli MC)

United Kingdom

United Kingdom

United Kingdom

United Kingdom

5

How much time is taken to process an

Application and register a birth

20-30 minutes (if all

documents are in order)





6


Departments before registering a birth

None

None

Hospital records and

Citizenship data (from Home

Office)

7

What type of Document / Instrument is issued

after registration of birth

Birth Certificate

Birth Certificate (digitally

signed)

Birth Certificate (digitally

signed)

At Kalyan-Dombivalli M

C in India, the citizens have been provided with the facility to apply online for birth registration (via the KDMC

Portal) and a digitally-signed Birth C

ertificate is issued after the successful processing of an application. On the other hand, the

General Register Office is singularly responsible for registering birth across the U

K and it has its O

ffices in all Districts for this

purpose (unlike India and Nepal where individual Local Government Entities are responsible for the same and this often results in

fragmented and distributed citizen data). Furtherm

ore, each Application in UK is counterchecked with Hospital Records and

citizenship data from the Home Office to ensure authenticity of each registration.

4.1.4

4.1.4

4.1.4


Design Principle

Design Principle


s for BPR

s for BPR

s for BPR

Principles

Principles

Principles

Principles

Broad

Broad

Broad

Broad Implications

Implications

Implications

Implications

A. MoLD would enforce the Country-wide rollout of a standard, web-based

application for computerizing the Vital Registration Services and enable

the citizens to apply online for Birth Registration, Death Registration,

Marriage Certificates, etc

• Ministry of Local D

evelopment would have to allocate

suitable funds for Country-wide rollout of standard software

for Vital Registrations

• The legality and sanctity of computerized process would be

Nepal GEA


Page 40 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad

Broad

Broad

Broad Implications

Implications

Implications

Implications

B. MoLD would enforce the standards for capture, norm

alization and

secure storage of all data related to Vital Registration from across the

Country

ensured if Digital S

ignatures are implemented


legality of and adherence to online flow for birth registration

• Suitable training need to be given across various

Municipalities / VDCs for ensuring effective usage of

computerized systems

• Suitable MoU have to be signed with MoHA and DoLRM for

cross-verification of data as necessary (e.g. verification of

citizenship data of child’s parents from a particular CDO)

C. MoLD would digitally capture and store the Biometric Data of Applicants

at the time of processing their request for Vital Certificates

D. MoLD would start using “Smart” Form

s for receiving requests for Vital

Certificates wherein Nepali Citizens could just provide their Citizenship

No. and their other data-items could be automatically extracted from the

Citizen Database of MoHA and Land Records Database of DoLRM

E. MoLD would provide the Applicants with the facility to upload their

Supporting Documents while applying for Vital Certificates

F. Applicants would be provided the facility to track status of their request

for a Vital Certificate via website or their Mobile Phones

G. Digital Signatures would be issued to all relevant Users of the

computerized system for Vital Registration services

H. MoLD would make Digitally-signed Copies of Vital Registration


Nepal GEA


Page 41 of 149

BPR Report

4.1.5

4.1.5

4.1.5


Data Requirements

Data Requirements


for BPR

for BPR

for BPR

Data required

Data required

Data required

Data required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing requests from Nepali Parents for Birth

Registration of their children:


• Gender

• Date of Birth

• Father’s Name



o Date of Issue

o Issuing Office

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.

o Tole


o District


o Block No.

o Ward No.

o Tole


o District


Citizenship No. of Father & Mother


Driving License No. of Father & Mother


PAN No. of Father & Mother


Voter Registration No. of Father &

Mother


Passport No. of Father & M

other

Nepal GEA


Page 42 of 149

BPR Report

4 444.1.6

.1.6

.1.6

.1.6 Additional

Additional

Additional


Web Services that

Web Services that


would be

would be

would be possible

possible

possible

possible after BPR

after BPR

after BPR

after BPR

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A. Apply for Birth Registration

Citizens

Municipality / VDC

Name of the Form

Birth Registration Form

B.

Know status of application for

Birth registration (via website or

via SMS)

Applicants

Municipality / VDC

Registration No. OR

Citizenship No. of one

of the parent

Current status (application

under evaluation / application

accepted / application rejected)

C.

Verify citizenship data of child’s

parents

Municipality / VDC

MoHA

Parent’s Name OR

Citizenship No.

• Name of Citizen

• Citizenship No.

• Address, etc.

D.

Verify domicile / property-

ownership data of child’s parents

Municipality / VDC

DoLRM

Parent’s Name OR

Citizenship No.

• Name of Citizen

• Citizenship No.

• Property ownership details

E.

Get child’s Birth Details / see

Digital Copy of Birth Certificate

• Relevant Govt.

Agency

• Anyone authorized

by the child’s

parents

Municipality / VDC

Child’s name OR

Citizen No. of child’s

parents OR Unique

Birth Certificate No.

Digital Copy of the Birth

Certificate

Nepal GEA


Page 43 of 149

BPR Report

5.

5.5.

5. Nepal Police

Nepal Police

Nepal Police

Nepal Police

In the Current State Assessment, one Service from Nepal Police was covered, namely – issue of Character Certificate to the citizens.

This particular Service has been assessed internally as well as has been benchmarked externally (with similar Service being

delivered in India and in United Kingdom) using a certain pre-defined parameters. The design considerations have thereafter been

derived and are listed in Sub-section 5.1.4.

5.1

5.15.1

5.1

Issue of Character Certificate to a Citizen




5.1.1

5.1.1

5.1.1





Following parameters have been utilized for assessment of the Service of Nepal Police as covered by PwC Team:



3. How and where does one apply for Character Certificate


5. How much time is taken to process an Application and issue the Certificate

6. Is there any data that is cross-verified with other Departments while issuing the Certificate

5 555.1.2

.1.2

.1.2


Self Assessment

Self Assessment

Self Assessment

• Citizens have not yet been provided with the facility to submit their Applications for Character Certificate via Internet

• In spite of collecting the Biometric Data from the Applicants, at present there is no system in place by Nepal Police to retain

the same for utilization by self and other Ministries / Departments (such as MoHA and EC)

• Digital Copy of the Character Certificates is not available to anyone who desires to confirm

their authenticity or desires to

see it online (for example a Foreign Employer wanting to confirm

if the Hardcopy presented by a Nepali citizen has not been

tampered with) as currently the Applicant himself / herself brings a printout of the Character Verification Certificate Form

at

and same is then issued by the concerned Officer after entering the Applicant’s details manually

Nepal GEA


Page 44 of 149

BPR Report

• Currently there are no electronic interfaces between Nepal Police and other Departments / Agencies of the Government to

cross-verify the data as provided by citizens while applying for Character Certificate. For instance, there is no provision for

Nepal Police to digitally verify the authenticity of a citizenship certificate with the CDO or the Passport with MoFA.

5 555.1.3

.1.3

.1.3





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

1

Department / Agency responsible for

the service

Nepal Police

Office of Sub Divisional

Magistrate (SDM)

Association of Chief Police Officers

(ACPO)

2


Computers


Manual


3

How and where does one apply for

Character Certificate

Manually at Police Offices

Manually at SDM Offices

Manually via post

4

How is Applicant’s data stored

(manually or digitally)

Partially Digital (biometric data

is not digitalized)

Manually

Digitally

5


Application and issue the Certificate

1-2 working-days (if all


10-15 working-days (at least) 10 working-days norm

ally or 2

working-days if requested on priority-

basis

6

Is there any data that is cross-verified

with other Departments while issuing

the Certificate

None

Applicant’s details (Police)

Citizenship data (Home Office) +

Immigration data (Foreign Office) +

Applicant’s details (other Law

Enforcement Agencies)

Nepal GEA


Page 45 of 149

BPR Report

Even though the process of issue of Character Certificate is quickest in Nepal (as compared to India or UK), there are no appropriate

interfaces in place for cross-verification and sharing of applicants’ data between N

epal Police and other Ministries / D

epartments

(unlike U

K w

here the ACPO shares the C

itizenship data w

ith H

ome O

ffice, Immigration data w

ith Foreign O

ffice and applicant’s

various details with other Law Enforcement Agencies).

5.1.4

5.1.4

5.1.4


Design Principle

Design Principle


s for BPR

s for BPR

s for BPR

Principles

Principles

Principles

Principles

Broad

Broad

Broad

Broad Implications

Implications

Implications

Implications

A. Facility to apply online for Character Certificates would be provided to all

citizens

• Nepal Police would have to allocate suitable funds for

enabling online application of Character Certificate





legality of and adherence to online flow

• Suitable training need to be given across various levels for


• Suitable MoU have to be signed with MoHA, MoFA and

other Ministries / Departments for cross-verification and

sharing of citizens’ data as necessary

B. Nepal Police would digitally capture and store the Biometric Data of

Applicants at the time of processing their request for Character

Certificates

C. Nepal Police would start using “Smart” Form

s for receiving requests for

Character Certificates wherein Nepali Citizens could just provide their

Citizenship No. and their other data-items could be automatically

extracted from the Citizen Database of MoHA and Passport Database of

MoFA

D. As the Digital Copies of Citizenship Certificate and Passport could be

accessed by Nepal Police from MoHA and MoFA respectively, going

forward the Applicants should be exempted from submitting the

notarized copies of these two Instruments while applying for Character

Certificates

E. Nepal Police would provide the Applicants with the facility to upload their

Supporting Documents while applying for Character Certificates

Nepal GEA


Page 46 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad

Broad

Broad

Broad Implications

Implications

Implications

Implications

F. Applicants would be provided the facility to track status of their request

for Character Certificates via website or their Mobile Phones

G. Digital Signatures would be issued to all relevant Users of the

computerized system for issue of Character Certificates

H. Nepal Police would make Digitally-signed Copies of Character


5.1.5

5.1.5

5.1.5


Data Requirements

Data Requirements


for BPR

for BPR

for BPR

Data required

Data required

Data required

Data required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing requests from Nepali citizens for Character

Certificate:


• Gender

• Date of Birth

• Father’s Name



o Date of Issue

o Issuing Office

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.









Nepal GEA


Page 47 of 149

BPR Report

o Tole


o District


o Block No.

o Ward No.

o Tole


o District



5 555.1.6

.1.6

.1.6

.1.6 Additional

Additional

Additional


Web Services that

Web Services that

Web Services that would

would

would

would be

bebe

be possible

possible

possible

possible after BPR

after BPR

after BPR

after BPR

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A. Know status of application for

Character Certificate (via website or

via SMS)

Citizens

Nepal Police

Registration No. or

Citizenship No.


under evaluation / application

accepted / date of physical

verification of documents)

B. Verify citizenship data of Applicant

Nepal Police

MoHA

Applicant’s

Citizenship No.

• Name of Citizen

• Citizenship No.

• Address, etc.

C. Verify Passport-related data of

Applicant

Nepal Police

MoFA

Applicant’s

Citizenship No. or

Passport No.

• Name of Citizen

• Passport No.

• Address, etc.

D. Verify domicile / property-ownership

data of Applicant

Nepal Police

DoLRM / Municipality /

VDC

Applicant’s

Citizenship No.

• Name of Citizen

• Citizenship No.

• Property ownership

Nepal GEA


Page 48 of 149

BPR Report

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

details

E. Get citizen’s details as with Police /

see Digital Copy of Character

Certificate

• Relevant Govt.

Agency


by the citizen

Nepal Police

Applicant’s

Citizenship No. or

Unique Character

Certificate No.

Digital Copy of the Birth

Certificate + other data-items

as requested (including

Biometric data)

Nepal GEA


Page 49 of 149

BPR Report

6.

6.6.

6. Financial Comptroller General Office (FCGO)

Financial Comptroller General Office (FCGO)



In the Current State Assessment, one Service from the FCGO was covered, namely – Control &

Management of Public Finances. This

particular Service has been assessed internally as well as has been benchmarked externally (with similar Service being delivered in

India and United Kingdom) using a certain pre-defined parameters. The design considerations have thereafter been derived and are

listed in Sub-section 6.1.4.

6.1

6.16.1

6.1

Control & Management of Public Finances




6.1.1

6.1.1

6.1.1





Following parameters have been utilized for assessment of the Service of FCGO as covered by PwC Team:



3. How is budgets allocated and communicated across Government

4. How are Claims prepared and sent for release of Payments

5. How are payments credited / released

6. Are any Reports being generated

6 666.1.2

.1.2

.1.2


Self Assessment

Self Assessment

Self Assessment

• CGAS, which would automate one of the most essential part of the entire process of Public Finance Management, is not yet

been im

plemented at all locations.

• There is an absence of a secure & expandable Storage Facility for the Public Finance data being generated year on year

and also no DR / Backup infrastructures have been created yet for such data

• Online Payment Facility is not yet available for electronic transfer of monies from the Banks (upon receiving appropriate

confirm

ation from the Paying Office via CGAS)

• Ministry of Finance / FCGO have to immediately look at incorporating suitable Security Features (such as Digital

Signatures) to ensure sanctity & legality of data being stored and accessed during m

anagement of Public Finances across

Nepal GEA


Page 50 of 149

BPR Report

various levels. Also, the access to Public Finance Data has to be more strictly regulated (especially after the

implementation of the online system) and also the functionalities of the new systems should be appropriately controlled

• No online interfaces have been provided to other Ministries / Departments for generating Reports pertaining to their

completed Transactions and for checking the statuses of their Accounts.

• No online interfaces exist between CGAS and PMIS (of MoGA) for seamless management of Salary & Pension accounts

6 666.1.3

.1.3

.1.3





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India (Karnataka)

(Karnataka)

(Karnataka)

(Karnataka)

United Kingdom

United Kingdom

United Kingdom

United Kingdom

1


service

FCGO

Treasuries (under the

Department of Finance)

HM Treasury

2


Computers



Computerized

3

How is budgets allocated and communicated

across Government

Manually

Manually

Digitally

4

How are Claims prepared and sent for release

of Payments

Digitally (where CGAS is

implemented) + Manually

Mostly manual

Digitally

5

How are payments credited / released

Manually (via Cheques)

Manually (via Cheques)

Manually (via Cheques) +

Online Transfer of monies

6

Are any Reports being generated

Yes (for Ministry of Finance

only)

Yes (for Department of

Finance only)

Yes (for various Ministries /

Departments and for citizens)

As stated in the Self-Assessment, the process of managing Public Finances in N

epal is partially computerized w

ith allocation of

budget as w

ell as preparation of Claims being done m

anually. On the other hand, UK has implemented a seamless system for

Nepal GEA


Page 51 of 149

BPR Report

managing funds from their allocation to their release and the same has been fully integrated with the Revenue systems (to link the

receipts). Also, various Reports pertaining to Public Finances are easily available to all via website in UK.

6.1.4

6.1.4

6.1.4

6.1.4 Design Principl

Design Principl

Design Principl

Design Principle eees for BPR

s for BPR

s for BPR

s for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. Ministry of Finance / FCGO would ensure that Computerized Government

Account System (CGAS) is implemented at all Paying Offices and District

Expense Control System (DECS) is implemented at all District Treasury Control

Offices across Nepal

• Ministry of Finance would have to allocate suitable

funds for Country-wide rollout of CGAS

• e-Payment Gateway has to be made available for

electronic transfer of monies (as instructed by

Paying Offices)

• Digital S

ignatures have to be implemented to

ensure the legality and sanctity of computerized

process

• Suitable Government Order has to be issued for

ensuring legality of and adherence to online flow

for management of Public Finances


Districts for ensuring effective usage of

computerized systems

B. Ministry of Finance / FCGO would ensure a Secure Data Repository (with suitable

DR plan) is created for Public Finance data flowing in from across the Country

C. Ministry of Finance / FCGO would provide Secure logins to the Ministries / Dept.

for checking their Accounts online for generating suitable Reports

D. Digital Signatures would be issued to all relevant Users of CGAS, DECS, FMIS

and BMIS

E. Ministry of Finance / FCGO and MoGA / DoCPR would explore the possibility of

creating an interface between CGAS and PMIS for electronically managing Salary

& Pension accounts

F. Ministry of Finance / FCGO would explore the possibility of using e-Payment

Gateway for electronic transfer of monies to the Accounts of desired recipients

Nepal GEA


Page 52 of 149

BPR Report

6.1.5

6.1.5

6.1.5


Data Requirements

Data Requirements


for BPR

for BPR

for BPR


6 666.1.6

.1.6

.1.6

.1.6 Additional

Additional

Additional


Web Services that

Web Services that


would be

would be

would be possible

possible

possible

possible after BPR

after BPR

after BPR

after BPR

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A. Run Reports on state of Public

Finances

Citizens, Businesses

and Govt. Departments

FCGO

Various Attributes can be

selected such as Type of

Expenditure, Period,

District / Zone / Region,

Ministry / Department, etc.

Report with attributes as

selected by the User

B. Receive payments electronically

All entities that have to

be paid monies by

Government

Paying Offices

(using common e-

Payment Gateway)

• Name and Bank

Account No. of the

Entity to whom

payment is to be made

• Copy of Release Order

Crediting of Payments into

desired accounts

Nepal GEA


Page 53 of 149

BPR Report

7.

7.7.

7. Department of Roads

Department of Roads

Department of Roads

Department of Roads

In the C

urrent State A

ssessment, 1Services from D

oR w

as covered, namely – Tender Management for various w

orks that are

undertaken. This particular Service has been assessed internally as well as externally (with similar Service being delivered in India by

the Public W

orks Department (PWD) of Andhra Pradesh and in United Kingdom by the Highway Agency) using a certain pre-defined

parameters and thereafter the design considerations (as listed in Sub-section 7.1.4) have been derived.

7.1

7.17.1

7.1

Tender Management

Tender Management

Tender Management

Tender Management

7.1.1

7.1.1

7.1.1





Following parameters have been utilized for assessment of the Service of DoR as covered by PwC Team:



3. How does a Contractor apply for Empanelment / Registration

4. How is Contractor data stored (manually or digitally)

5. How much time is taken to process an Application and register a Contractor

6. Is there any data that is procured from other Departments before registering Contractors

7. What type of Document / Instrument is issued after registration to the Contractors

8. How various Ministries / Departments send their W

orks-related Requirements

9. How is this Requirement Data stored

10. How much time is typically taken to fulfill these Requirements

11. How are Tenders prepared and floated / released

12. How are Bids received

13. What measures are in place to ensure security & authenticity of bids

14. Any linkage with past perform

ances of Bidders during evaluation of bids

15. Online Payment Gateway being used

Nepal GEA


Page 54 of 149

BPR Report

7.1.2

7.1.2

7.1.2

7.1.2 Self Assessment

Self Assessment

Self Assessment

Self Assessment

• Assuming that the envisaged Tender Management System is implemented, it would be possible for DoR to have a

transparent and efficient process in place

• As the data that would generated from the Online Tender Management System year on year would be quite substantial and

also as it would be highly-confidential, it is extremely important for the DoR to address the issue of Secure Data Storage

• DoR has look at incorporating suitable Security Features into envisaged System to ensure legality of the digital data being

exchanged and stored

• DoR has not yet provided e-Payment Facility to the Bidders

• Currently there are no interfaces available for the C

lient Departments to “directly” check the statuses of their ongoing

Contractual W

orks

• Suitable protocols have to be put in place for DoR and other Im

plementing Agencies to share the Contractors’ data and past

perform

ance details on regular basis

7 777.1.3

.1.3

.1.3





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India (AP)

India (AP)

India (AP)

India (AP)

United Kingdom

United Kingdom

United Kingdom

United Kingdom

1

Department / Agency responsible for the service DoR

State PWD (for State Highways) Highway Agency

2


Computers



Computerized

3

How does a Contractor apply for Empanelment /

Registration

Online

Manually

Online

4

How is Contractor data stored (manually or

digitally)

Digitally

Partially Digital (some

Documents are manually-stored)

Digitally

Nepal GEA


Page 55 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India (AP)

India (AP)

India (AP)

India (AP)

United Kingdom

United Kingdom

United Kingdom

United Kingdom

5


Application and register a Contractor

2-4 weeks

2-4 weeks

1-2 weeks

6


Departments before registering Contractors

None

None

Previous Perform

ance

Histories of the W

orks

undertaken by Contractors

7

What type of Document / Instrument is issued

after registration to the Contractors

Empanelment Letter,

Hardware Dongle, Secure

Login Account

Empanelment Letter, Secure

Login Account, Digital Signature

Empanelment Letter, Secure

Login Account, Digital

Signature

8

How various Ministries / Departments send their

Works-related Requirements

Manually

Manually

Digitally (via e-M

ail / Digital

Memo)

9

How is this Requirement Data stored

Digitally (after manually

entering records)

Digitally (after manually entering

records)

Digitally

10 How much time is typically taken to fulfill these

Requirements

Depends on the W

ork

Depends on the W

ork

Depends on the W

ork

11 How are Tenders prepared and floated /

released

Digitally

Partially Digital (certain

Drawings and Estimates are

manually prepared)

Digitally

12 How are Bids received

Digitally

Partially Digital (certain

Drawings and Estimates are

manually submitted)

Digitally

Nepal GEA


Page 56 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India (AP)

India (AP)

India (AP)

India (AP)

United Kingdom

United Kingdom

United Kingdom

United Kingdom

13 What measures are in place to ensure security

& authenticity of bids

Bids are acceptable only if

received from a Machine

with Dongle as issued


received from a Registered

Account and having Digital

Signature of the Bidder


received from a Registered

Account and having Digital

Signature of the Bidder

14 Any linkage with past perform

ances of Bidders

during evaluation of bids

Partially (only for works

completed for DoR)

Partially (only for works

completed for PWD)

Fully

15 Online Payment Gateway being used

No

Yes

Yes

In UK, similar to Nepal, a National-level Agency (that is the H

ighway Agency) is responsible for this particular service across the

Country (unlike India where beside Central-level Agencies, each state has its own Public W

orks Department). Also in UK as well as in

Nepal, the Contractors’ data is digitally maintained and suitable interfaces have been provided for online empanelment / registration.

However, at present there are no form

al interfaces between DoR and other Departments in Nepal to cross-verify the credentials of a

particular Contractor before empanelment (unlike UK where a central Contractors’ Database is maintained and shared across

Government). Also, digital signatures are not yet being provided by DoR to Registered Contractors after they have been empanelled

and the option of Hardware Dongle is being explored to ensure suitable access-control and sanctity of data that would be received.

Before the start of the bidding, DoR in Nepal and PWD in India currently receive the requirements from various M

inistries m

anually

(unlike UK) and the same are then digitalized. However, the remaining process of Bidding is computerized in Nepal and the only point

of concern is that suitable linkage with past perform

ances of Bidders during evaluation of bids has to be ensured using digital records.

Nepal GEA


Page 57 of 149

BPR Report

7.1.4

7.1.4

7.1.4


Design Principle

Design Principle

Design Principles s s s for BPR

for BPR

for BPR

for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. DoR would implement the computerized Tender Management System

(TMS) at the earliest and would also ensure that Digital Signatures /

Dongles are issued to all its relevant Users.

• The legality and sanctity of various documents being

exchanged digitally between DoR, Client Departments and

the Bidders / Contractors would be ensured

• It would become easier for the Bidders to pay various Fee

as stipulated by a Tender

• Time would be saved in gathering and consolidating the

requirements from various Ministries / Departments if they

are received online. However, these Ministries /

Departments would have to be convinced for using the

computerized system instead of current manual system


the legality of and adherence to the online flow for

requirement gathering and e-Tendering (including e-

Payments)


Departments for sending their requirements online and also

to staff within DoR for effectively using e-Tendering System

• PPMO would have to explore the possibility of

implementing a single e-Tendering Module for all Govt.

Departments. This system can be derived from the existing

e-Tendering System of DoR and can be linked to a single,

all-encompassing Contractors’ Database (shared and

supplemented by all user-departments)

• DoR would have to integrate the Tender Management

System with a comprehensive W

orks Management System

B. DoR would work with PPMO and other relevant Ministries / Departments

to create a single, consolidated Contractors’ Database.

C. DoR would provide Secure Online Accounts (on-demand) for its Client

Ministries / Departments to send their requests / specifications for

planned works and to check the status of various ongoing works.

D. DoR would provide the citizens with the facility to check the status of

various ongoing works via website or SMS

E. DoR would maintain the perform

ance histories of various Contractors

(who have been entrusted with works by the Department) in real-time.

F. DoR would explore the possibility of using e-Payment Gateway for

electronically receiving tender-fee, etc. from Bidders and to transfer

monies to the Accounts of Contractors who are executing works (as per

their payment term

s)

Nepal GEA


Page 58 of 149

BPR Report

7.1.5

7.1.5

7.1.5


Data Requirements

Data Requirements


for BPR

for BPR

for BPR

Data required

Data required

Data required

Data required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While verifying Contractors’ / Bidders’ PAN / VAT details:

• Taxpayer Details

o Name

o Date of Birth

o Father’s Name

o Citizenship No. (if applicable)

• Perm

anent Address

o Block No.

o Ward No.

o Tole


o District

o Country


o Block No.

o Ward No.

o Tole


o District


PAN No. / VAT Registration No. of

Contractor / Bidder

7 777.1.6

.1.6

.1.6

.1.6 Additional

Additional

Additional


Web Services that

Web Services that


would be

would be

would be possible

possible

possible

possible after BPR

after BPR

after BPR

after BPR

Service

Service

Service

Service

Potential

Potential

Potential

Potential Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A. Online W

ork

All Ministries /

DoR

• Unique Login ID of the

• Confirm

ation from DoR

• Unique W

ork No.

Nepal GEA


Page 59 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

Requirements Form

Departments that require

DoR’s assistance in

executing a certain work

Ministry / Department and

Password

• Type of Work (selected

from predefined list)

• Available Budget

• Desired Date of Completion

• Brief Description of Work

• Soft-copies of Estimates,

Drawings (if any)

• Procedure for follow-up

B. Check bidding-status

of a particular work

All Ministries /

Departments that have

sent their work-

requirements to DoR

DoR

• Unique Login ID of Ministry

/ Dept and Password

• Unique W

ork No.

Current status (Tender prepared /

Tender floated / Bids received /

Bids under evaluation / Results of

Evaluation / Contract awarded)

C. Check Contractor’s

History / Credentials

DoR and all Ministries /

Departments that are

planning to get works

executed from external

contractors

PPMO + DoR + other

Ministries /

Departments with

Contractors’ data

Contractor’s Name OR Unique

Code / Name of a particular

work

• Contractor’s Name

• Works executed previously

and their Statuses

• Feedback as received from

Client Ministries / Depts.

D. Know current status of

a W

ork

All Ministries /

Departments that have

ongoing works +

DoR (using Tender

Management System

linked with W

orks

Unique Code / Name of a

particular work

• Job-Code and Name

• Contractor’s Name

• Current Status

Nepal GEA


Page 60 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

concerned citizens

Management System)

E. Pay Tender Fee online Registered Bidders

DoR (using common

e-Payment Gateway)

• Unique Bidder No.

• Unique Tender No.


F. Receive Payments

from DoR

Contractors entrusted with

works by DoR

DoR (using common

e-Payment Gateway)

• Unique Bidder No.

• Unique W

ork No.

• Work Completion

Certificates (as required)

Crediting of Payments into

Contractor’s accounts

Nepal GEA


Page 61 of 149

BPR Report

8.

8.8.

8. Ministry of Foreign Affairs

Ministry of Foreign Affairs

Ministry of Foreign Affairs

Ministry of Foreign Affairs (MoFA)

(MoFA)

(MoFA)

(MoFA)

In the C

urrent State Assessment, one Service from M

oFA w

as covered, namely – issue of an O

rdinary Passport. This particular

Service has been assessed internally (based on the premise that the envisaged M

RP System would be implemented by next few

months) as well as has been benchmarked externally (with similar Service being delivered in India and in United Kingdom) using a

certain pre-defined parameters. The design considerations have thereafter been derived and are listed in Sub-section 8.1.4.

8.1

8.18.1

8.1

Issue of

Issue of

Issue of

Issue of an Ordinary Passport

an Ordinary Passport



8.1.1

8.1.1

8.1.1





Following parameters have been utilized for assessment of the Service of MoFA as covered by PwC Team:



3. How and where does one apply for a Passport


5. How much time is taken to process an Application and issue the Passport

6. Is there any data that is cross-verified and shared with other Departments while issuing the Passport

8 888.1.2

.1.2

.1.2


Self Assessment

Self Assessment

Self Assessment

• As per the envisaged M

RP System, citizens would not have the facility to submit their Applications for Passport via Internet

or at any other location except the CDO Offices (which is m

arginally better than current scenario where the applications for

Passport from across the Country have to be submitted physically in Kathmandu only)

• There is an absence of a secure & expandable Storage Facility for the citizens’ data being received year on year from

Passport applications and also no DR / Backup infrastructures have been created yet for such data

• Online Payment Facility is not yet available for citizens to pay the prescribed Fee to MoFA for issue of Passport

Nepal GEA


Page 62 of 149

BPR Report

• MoFA has to immediately look at incorporating suitable Security Features (such as Digital Signatures) to ensure sanctity &

legality of data being stored and accessed during issuance of Passports across various levels.


oFA and other Departments / Agencies of the Government to cross-

verify the data as provided by citizens while applying for a Passport. For instance, there is no provision for MoFA to digitally

verify the authenticity of a citizenship certificate as provided by an applicant with the relevant CDO.

8 888.1.3

.1.3

.1.3





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

1


service

MoFA

CPV Division (under the Ministry of

External Affairs)

Identity & Passport

Service (IPS)

2


Computers




3

How and where does one apply for a

Passport

Manually at CDO

Offices (as per

envisaged MRP system)

Manually at Concerned Passport

Office or at District Passport Centers

(DPCs) or at the Speed Post Centers

(under DoP) or at Passport

Application Collection Centers (along

with Supporting documents)

Manually to Post Offices with

Passport Check & Send service or

directly online to IPS. Supporting

documents in both cases are

submitted manually

4

How is Applicant’s data stored

Digitally

Digitally

Digitally

5


Application and issue the Passport

4-6 weeks

4-6 weeks for Norm

al Process and

less than 1 week for Fast Track

option (with different charges for

each option)

6 weeks for 1st A

dult Passport /

Norm

al Process, 1 week for Fast

Track option or 1 day for Premium

option (with different charges for

each option)

Nepal GEA


Page 63 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

6


and shared with other Departments while

issuing the Passport

None

Applicant’s details (Police)

Citizenship data (Home Office) +

Applicant’s details (various Law

Enforcement Agencies)

In India (as well as in UK for those applying for renewal of Passports), there are options available for getting Passport faster than the

usual time by paying additional fee. Wherein in U

K, there are appropriate interfaces in place for cross-verification and sharing of

applicants’ data between IPS and other Ministries / Departments. It m

ay be noted that in India as well as in UK, the option for online

submission of the application for Passport has not been provided to the citizens.

8.1.4

8.1.4

8.1.4

8.1.4 Design

Design

Design

Design Principle

Principle

Principle

Principles for BPR

s for BPR

s for BPR

s for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. MoFA would implement a computerized System for issue of Passport at

the earliest and would also ensure that Digital Signatures are issued to

all its relevant Users

• MoFA would have to allocate suitable funds for enabling

additional features (such as online application for passport,

e-Payment facility, etc.) into the MRP System





legality of and adherence to new flow (especially for allowing

citizens to submit their Applications at Tele-Centers and for

faster issuance of Passport after charging additional fee)



• MoU have to be signed with other Ministries / Departments

for cross-verification and sharing of citizens’ data

B. MoFA would ensure a Secure Data Repository (with suitable DR plan) is

created for Passport holders’ data

C. Facility to apply online for Passport would be provided to all citizens

D. MoFA would start using “Smart” Form


Passport wherein Nepali Citizens could just provide their Citizenship No.

and their other data-items could be automatically extracted from the

Citizen Database of MoHA

Nepal GEA


Page 64 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

E. As the Digital Copies of Citizenship Certificate could be accessed by

MoFA from MoHA, going forward the Applicants should be exempted

from submitting the notarized copies of this Instrument while applying for

Passport

F. MoFA would provide the Applicants with the facility to upload their

Supporting Documents while applying for Passport

G. MoFA would provide Citizens with the option for Fast-track issuance of

Passport after payment of additional fee

H. Applicants would be provided the facility to track status of their request

for Passport via website or their Mobile Phones

I. MoFA would digitally capture and store the Biometric Data of Applicants

at the time of processing their request for Passport

J. MoFA would explore the possibility of providing e-Payment Gateway for

the Applicants to electronically pay their Fee for Passport

K. MoFA would make Digitally-signed Copies of Passport available online


Nepal GEA


Page 65 of 149

BPR Report

8.1.5

8.1.5

8.1.5

8.1.5 Data

Data

Data

Data Requirements

Requirements

Requirements

Requirements for BPR

for BPR

for BPR

for BPR

Data required

Data required

Data required

Data required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing requests from Nepali citizens for Passport:


• Gender

• Date of Birth

• Father’s Name



o Date of Issue

o Issuing Office

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.

o Tole


o District


o Block No.

o Ward No.

o Tole


o District











Nepal GEA


Page 66 of 149

BPR Report

8 888.1.

.1.

.1.

.1.6 666 Additional

Additional

Additional


Web Services that

Web Services that


would be

would be

would be possible

possible

possible

possible after BPR

after BPR

after BPR

after BPR

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A. Apply online for Passport

Citizens

MoFA

Various details of the

applicants (as

mandated by MoFA)


B. Know status of application for

Passport (via website or via SMS)

Citizens

MoFA

Applicant’s Citizenship

No. or Unique

Application No.


accepted / under evaluation /

processed)

C. Verify citizenship data of Applicant

MoFA

MoHA


No.

• Name of Citizen

• Citizenship No.

• Address, etc.

D. Verify domicile / property-

ownership data of Applicant

MoFA

DoLRM /

Municipality /

VDC


No.

• Name of Citizen

• Citizenship No.

• Property ownership details

E. Verify Police Records of Applicant

MoFA

Nepal Police


No.

• Name of Citizen

• Police Records (if any)

F. e-Payment Facility for Passport

Fee

Applicants

MoFA


No. or Unique

Application No.


G. Get Passport holders’ details

• Relevant Govt. Agency

• Anyone authorized by

the citizen

MoFA

Citizenship No. or

Passport No.

Various details of the Passport

holder as available with MoFA

Nepal GEA


Page 67 of 149

BPR Report

9.

9.9.

9. Election Commission (EC)




In the Current State Assessment, 1Service from EC was covered, namely – Registration of Voters. This particular Service has been

assessed internally as well as externally (with similar Service being delivered in India by the Election Commission, United States –

Oregon State Election Division and in United Kingdom by the Electrol C

ommission) using a certain pre-defined parameters and

thereafter the design considerations (as listed in Sub-section 9.1.4) have been derived.

9.1

9.19.1

9.1

Registration of Voters




9 999.1.

.1.

.1.

.1.1 111 Parameters for Assessment




Following parameters have been utilized for assessment of the Service of EC as covered by PwC Team:



3. How does citizen apply for Voter Registration

4. Which supporting documents are required

5. How is Voters data stored(e.g. manually or in a IT-enabled system)

6. Is there any data that is procured from other Departments / Agencies before Voter Registration

7. What type of Document is issued after Voter Registration

8. Is any Unique Identifier issued while Registering a Voter and is it linked with other Identifiers

9. What is the time duration after which EC recollects the voters data

10. Is any Fee charged by EC for this particular service

9.1.2

9.1.2

9.1.2

9.1.2 Service Analysis

Service Analysis

Service Analysis

Service Analysis

• At present EC is in the process of using a Voter Registration System for acquiring Voter Inform

ation. In case if any citizen is

left out during the Initial Voter Registration then he / she can go area specific Registration Center for Voter Registration

Nepal GEA


Page 68 of 149

BPR Report

• EC collects voter inform

ation twice by the means of Enumerator who facilitates Citizen while filling the registration form

and

register same voter inform

ation in VRS when citizen visits Registration Camp

• Registration center collects and stores inform

ation in VRS which is integrated with district office VRS. This further integrated

with Centralize database. Places where ICT infrastructure is not available batch files are used.

• Citizens use Citizenship Certificate to practice their voting rights.

• EC will share entire voters inform

ation with MoHA and will get updated voters inform

ation from MoHA on periodic basis

• Voter’s Biometric is not crosschecked at the time of voting

9 999.1.

.1.

.1.

.1.3 333 Service Benchmarking

Service Benchmarking



Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

USA

USA

USA

USA – ––– Oregon

Oregon

Oregon

Oregon

United

United

United

United Kingdom

Kingdom

Kingdom

Kingdom

A.


service

Election Commission

Election Commission

Election Division of

Oregon State

Electrol Commission

B.


Computers

Manually

Manually

Online

Online

C.

How does citizen apply for Voter

Registration

Fills the up with the help

of enumerator - Election

Drive

Voter fills Form

6 - Voter

Registration form

with

the help of enumerator -

Election Drive

Election Drive - online

Voter Registration

available

Can register anytime by

filling up Annual

Canvass or Rolling

Registration Form

D.

Which supporting documents are

required

Citizenship Certificate

Necessary Address

Proof (landline phone

bill/ mobile phone bill/

water bill/ electricity bill/

DMV number or Social

Security number

No Document ( form

captures inform

ation

which is crosschecked

with the other

Nepal GEA


Page 69 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

USA

USA

USA


Oregon

Oregon

Oregon

United

United

United

United Kingdom

Kingdom

Kingdom

Kingdom

bank statement/

passport/ driver's

license) and age proof

(birth certificate/

passport/ PAN card/

driver’s license/ board

exam certificate)

Government Agencies

system)

E.

How is Voter data stored(e.g. manually

or in a IT-enabled system)

Online

Online

Online

Online

F.

Is there any data that is procured from

other Departments / Agencies before

voter registration

No

No

No

Yes

G.

What type of Document / Instrument is

issued after Voter Registration

Acknowledgment Slip

Voter ID Card

Voter Registration Card Poll Card

H.

Is any Unique Identifier issued while

registering a voter and is it linked with

other Identifiers

Acknowledgement Slip

Faram number

Voter ID number

Voter Registration Card

Number

Poll Card Number

I.

Is any Fee charged by EC for this

particular service

No

Form

6 copy is worth 1

Rupee and processing

First Class Stamp

required while sending

No

Nepal GEA


Page 70 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

USA

USA

USA


Oregon

Oregon

Oregon

United

United

United

United Kingdom

Kingdom

Kingdom

Kingdom

fee is less than 5 rupee through post mail

J.

What is the time duration after which EC

recollects the voters data

Not yet finalized

Every 5 years

Every 1 year

Every 1 year

In UK and USA, voter registration drive is organized every year and in India it is organized every 5 years. But Election Commission of

Nepal is still to finalize the time duration. Voter registration is an online activity in UK and USA, USA social security number is a single

unique identifier used by all citizens.

Voter ID is issued by India, UK and USA, but Nepal E

C issues no Voter ID and citizen uses Citizenship Certificate for voting.

9 999.1.

.1.

.1.

.1.4 444 Design Principles for BPR




Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. EC would fine-tune its schedule for Country-wide registration of Voters

in correlation with the citizen-data digitalization plan of MoHA

•

New system being developed by EC has to be web-based with

facility of Online Voter Registration

•

EC will save time, effort and money on De-Duplication

•

MoU need to be signed between NIDMC, EC, NIDMC and Nepal

Police on sharing the Citizens data

•

EC need to deploy Biometric device at the Polling Station and

provision to cross check with Voters Database

•

Suitable training need to be given for cross checking the Voter’s

Biometric

•

EC needs to sign MoU with Nepal Police for using the Nepal Police

B. EC would implement a computerized System for Voter Registration at

the earliest and would also ensure that Digital Signatures are issued to

all its relevant Users

C. EC would ensure a Secure Data Repository (with suitable DR plan) is

created for Voters’ data and is suitably interfaced with Citizenship

Database of MoHA

Nepal GEA


Page 71 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

D. Facility to apply online for Voter Registration would be provided to all

citizens

Network and Postal Department for using Tele-Centers

•

EC will save lot of money by using Nepal Police Personnel as EC

Enumerator and by using Nepal Police Network Infrastructure

•

Suitable Government Order has to be issued for ensuring the

legality of punishment for Dummy Voters

E. EC would start using “Smart” Form

s for receiving requests for Voter

Registration wherein Nepali Citizens could just provide their


extracted from the Citizen Database of MoHA

F. As the Digital Copies of Citizenship Certificate could be accessed by

EC from MoHA, going forward the Applicants should be exempted from

submitting the notarized copies of this Instrument while applying for

registration as a Voter

G. Citizens would be provided the facility to track status of their request

for registration as Voter via website or their Mobile Phones

H. EC would make Digitally-signed Copies of Voter Cards available online


Nepal GEA


Page 72 of 149

BPR Report

9 999.1.

.1.

.1.





Data required

Data required

Data required

Data required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing requests from Nepali citizens for registration

as a Voter:


• Gender

• Date of Birth

• Father’s Name



o Date of Issue

o Issuing Office

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.

o Tole


o District


o Block No.

o Ward No.

o Tole


o District











Nepal GEA


Page 73 of 149

BPR Report

9 999.1.

.1.

.1.

.1.6 666 Web Services that are possible




Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A.

Online Voter

Registration

• Citizen

• EC

• Applicant name

• Address

• Family name

• Husband / W

ife name

• Mother name

• Father name

• Grandfather name

• Telephone number

• Mobile number

• Date of birth (B.S. and A.D.)

• Citizenship number details

• Educational Qualification

• Registration number /

Acknowledgment

Number

• Date of Visit at

Registration Center

Nepal GEA


Page 74 of 149

BPR Report

10.

10.

10.

10.

Ministry of General Administration (MoGA)




In the Current State Assessment, 3 Service categories from MoGA were covered, namely:

•

Personnel M

anagement

a. Creation and Management of Employee Records

b. Employee Promotion Management

c.

Employee Grievance Management

d. Pension Process for Retired Government Employees

•

Management Audit of Government Organizations & Agencies

•

O & M Surveys for Government Organizations & Agencies

These Services have been assessed internally as w

ell as externally (with similar Services being delivered in India by M

inistry of

Personnel, Public G

rievance and Pensions, Singapore by M

inistry of Manpower and United Kingdom by D

epartment of Work and Pension)

using a certain pre-defined parameters and thereafter the design considerations (as listed in Sub-section 10.1.4, 10.2.4 & 10.3.4)

have been derived.

10.1

10.1

10.1

10.1 Personnel Management

Personnel Management



10

1010

10.1.

.1.

.1.





Following parameters have been utilized for assessment of the Service of MoGA as covered by PwC Team:



3. How does a New Employee Apply for Registration

4. How is Applicant Data Stored

5. How much time is taken for completion of Single Event

6. Is Guidelines Available for all Employee Events?

7. How does an Employee apply for Promotion?

Nepal GEA


Page 75 of 149

BPR Report

8. Which all Supporting Documents required for Promotion?

9. Is there Any Periodic Appraisal?

10. Is there Any Periodic Increment?

11. How does an Employee apply for Grievance?

12. How is Grievance Data Stored?

13. Is there Any Grievance Categories?

14. How does a Retired Employee apply for Pension

15. How Government Inform

Pensioner about any Change (like change in pension, benefits, government reform

s, etc.)

10.1.2

10.1.2

10.1.2

10.1.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• Many m

inistries and departments are not IT enabled so employees are not able to view their personal inform

ation due to

lack of resource. DoCPR can issue user manual for govt. employee.

• New employee who joins civil service needs to fill up a Sheet-Roll form

which is available in photocopy shops near DoCPR

office & cost 50 NPR, DoCPR can consider to m

ake this form

available on net. So that employee can fill up the form

online

instead of physically coming to DoCPR. This entire inform

ation is captured in PIS which is a web based system.

• Appointm

ent letter from different department or ministry comes to DoCPR in paper form

.

• Events which are induced through-out the employee tenure are stored in PIS at the completion. Event can be m

apped with

PIS on step wise basis. At present this manual process encourages manipulation.

• Ministries and departments issues letter for every event, but no system tracks it. This can be tracked through PIS.

• Promotion result is evaluated on weight-age given to factors like employee working in different geographical regions,

employee who had done some specific training, etc.

• After the declaration of file promotion result the promotion committee waits for 35 days, if any dissatisfaction from any

employee is raised then that result will be put on hold, will remain on hold until the compliant is addressed and complainer is

satisfied. If complainer can logs a complaint to DoCPR through PIS directly then the process time will decrease.

• PMS and PIS systems are not interlinked.

• Only 10% of Employees can get their revised Roles and Responsibilities after promotion

Nepal GEA


Page 76 of 149

BPR Report

• If a Government employee is not happy with promotion result, then employee can fill complaint to PSC, then PSC ask

MoGA to submit the supporting documents, basis on that PSC pass ruling. MoGA and PSC work as a first level and second

level arbitrator respectively.

• In case of transfer issue, employee can writes an application to PMO, and then PMO works as an arbitrary body.

• Grievance Redressal inform

ation is stored in PIS system. It can be tracked under event module of PIS.

• If pension book gets complete then pensioner or pensioner’s nominee travels to DoCPR office for New Pension Book

Requisition. But awareness is less about the fact that Treasury Office can issue New Pension Book.

• Govt. of Nepal increases the pension amount by 10% when Retired Employee completes 75 years and another 10% hike

when he completes 85 years. Government increases this hike as a Medical A

llowance. But many pensioners are not aware

of this fact.

• In future DoCPR will connect Kosi Toshikhana with PIS. PIS have a m

odule which is to update the bank inform

ation of the

pensioner in the database, but Kosi Toshikhana is not connected. No initiation is taken in this context

10

1010

10.1.

.1.

.1.

.1.3 333 Comparative Assessment (Benchmarkin

Comparative Assessment (Benchmarkin

Comparative Assessment (Benchmarkin


g)g)

g)

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

United Kingdom

United Kingdom

United Kingdom

United Kingdom

A. Department / Agency responsible

for the service

MoGA

Ministry of Personnel,

Public Grievance and

Pensions

Ministry of Manpower

Department of Work and

Pension

B. Service being delivered manually

or via Computers



Computerized

Computerized

C. How does a New Employee Apply

for Registration

Through Sheet-Roll

Through Bio-Data form

O

nli

ne

O

nli

ne

D. How is Applicant Data Stored

Manually and Online

Manually and Online

On

lin

e

On

lin

e

Nepal GEA


Page 77 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

United Kingdom

United Kingdom

United Kingdom

United Kingdom

E. How much time is taken for

completion of Single Event

Varies

Varies

Just Inform

MoM Online Just Inform

DWP Online

F. Is Guidelines Available for all

Employee Events?

Not for all Events

Available for all Events

Available for all Events Available for all Events

G. How does an Employee apply for

Promotion?

Directly to MoGA or

Open Competition

Apply for Perform

ance

Appraisal - Manual

Apply for Perform

ance

Appraisal - Online

Apply for Perform

ance

Appraisal - Online

H. Which all Supporting Documents

required for Promotion?

Academic Credential

and Application Form

Service Book

No Document Required No Document Required

I. Is there Any Periodic Appraisal?

Once a year for Non

Gazetted employee and

twice a year for

Gazetted employee

No

Yes on Yearly Basis

Yes on Yearly Basis

J. Is there Any Periodic Increment?

Once a Year

Once a Year

Once a Year

Once a Year

K. How does an Employee apply for

Grievance?

Apply to MoGA

Online

Online

Apply to Concerned Ministry

L. How is Grievance Data Stored?

Manually

Manually and Online

Online

Online

M. Is there Any Grievance

Categories?

Available

Available

Available

Available

N. How does a Retired Employee

Through Pensioner

Through Pensioner Form

No Need

No Need

Nepal GEA


Page 78 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

United Kingdom

United Kingdom

United Kingdom

United Kingdom

apply for Pension

Form

O. How Government Inform

Pensioner

about any Change in pension (like

change in pension, benefits,

government reform

s, etc.)

Through Letter

Through Letter and

Update Portal

Through e-M

ail

Through e-M

ail and Letter

In UK and Singapore entire Employee employment tenure is mapped in automated system, whereas it is partially mapped in India

and Nepal. MoGA’s PIS system includes inform

ation about all the civil servants where as in India no IT system encompasses this

feature.

10

1010

10.1.

.1.

.1.





Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. MoGA would provide the newly-selected Employees with the facility to input their

prescribed details via a “Smart” Form

(instead of the Sheet Rolls that have to be

manually-filled at present) wherein Nepali Citizens could just provide their Citizenship

No. and their other data-items could be automatically extracted from the Citizen

Database of MoHA and from Candidates Database of PSC

•

MoGA’s PIS can provide suitable functionalities

like o

Online Registration of New Employee with

feature to upload supporting documents

o

Online Registration of Government

Employee Grievance

o

Storing Grievance data online

o

Online Requisition of Pension book by

Retired Government employee

•

Suitable training need to be given to MoGA

B. MoGA can explore the option to get Appointment Letter from other Government

Agencies online

C. MoGA can consider the option to map entire Employee Event Lifecycle in PIS

Nepal GEA


Page 79 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

D. MoGA would make a suitable communication plan to ensure that all Ministries /

Departments actively use the Online PIS for all their Personnel Management functions

(such as recording various events in an employee’s career, for inter and intra-

department communications, etc.)

Personnel for sending automated alerts to PSC

regarding new vacancy

•

Suitable Government Order has to be issued for

ensuring the legality of Guidelines issued by

MoGA to different Government Agencies for

issuing corresponding letters with respect to new

events induced in Employee life cycle.

E. MoGA can give Guidelines for Letter, Issued by Government Organization when any

new event is induced in Employee Employment Tenure

F. MoGA would provide the Employees with the facility for online registration of their

Grievances and would also provide them with the facility to track the statuses of these

Grievances via website / Mobile Phone

G. MoGA can explore the option to interconnect PIS and PMS system

H. Digital Signatures would be issued to all relevant Users of the computerized PIS

I. Grievance data should be stored online for Future Reference and Fast Rederessal

J. MoGA can look at providing a secure web-based interface to Pensioner for New

Pension Book Requisition.

K. MoGA can consider an option to set a static portal with static Inform

ation for Pensioners

Nepal GEA


Page 80 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

L. MoGA and Ministry of Finance / FCGO would explore the possibility of creating an

interface between PMIS and CGAS for electronically managing Salary & Pension

accounts

M. MoGA can explore the option to provide the details about the position which is created

after the retirement of Government Personnel to PSC during same fiscal year

10

1010

10.1.

.1.

.1.





Data required

Data required

Data required

Data required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While inducting Nepali citizens into Govt. Service OR

OR

OR

OR while

processing requests for Pension Books:


• Gender

• Date of Birth

• Father’s Name



o Date of Issue

o Issuing Office

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.









Nepal GEA


Page 81 of 149

BPR Report

o Tole


o District


o Block No.

o Ward No.

o Tole


o District



1 1110 000. ...1 111. ...6 666 Web Services that are possible




Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A.

Online Registration Form

-

New Employee

• New Government

Employee

• MoGA

• Fields from Sheet-Roll

• PUID Number

B.

To get Appointment Letter

from different Government

Agencies

• All Ministries /

Departments

• MoGA

• Name of Department /

Government Organization

• Government Employee

Name

• Government Employee

Designation

• Post Level (like Section

Officer – Gazette Level 3)

• Appointment Decision

Date

• Appointment Letter

Nepal GEA


Page 82 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

• Date of Appointm

ent

C.

Online Inform

ation about

Appraisal and Promotion

(through SMS & e-M

ail)

• Government

Employee

• MoGA


• PUID Number

• Appraisal and Increment

Details

D.

Online Verification of

Pensioner Inform

ation

(through SMS & e-M

ail)

• Kosi Toshakhana

• All District

Treasury Offices

• MoGA

• PUID Number

• Employee’s Appointment

Date

• Resignation Date

• Line Ministry Name

• Employee Details

• Employment History

E.

Online Manpower

Requirement Application

form

(for Technical and

Gazatted Positions)

• All Departments

and Ministries

(except Ministry

of Law,

Agriculture and

Health)

• MoGA

• Ministry / Department

name

• Number of Positions

required

• Number of positions

bifurcation with respect to

Gazetted and Technical

• Name of Nodal Officer

• Designation

• Application date

• Registration number

F.

Online Status about the MR

Application (through e-M

ail

& SMS)

• All Departments

and Ministries

(except Ministry

• MoGA



• Ministry / Department

name



• Date of Advertisements

• Examination Center Details

Nepal GEA


Page 83 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

of Law,

Agriculture and

Health)


Requested bifurcation

with respect to Gazetted

and Technical


• Designation

• Number of Applicants

• Date of Examination

• Date of Written Examination

Result

• Proposed Date of Interview

• Tentative Number of Selected

Applicants

Nepal GEA


Page 84 of 149

BPR Report

10.2

10.2

10.2

10.2 Management Audit of Government Organizations & Agencies




10.2.1

10.2.1

10.2.1





Following parameters have been utilized for assessment of this Service:



3. How to Identify which Govt. Agency to Audit

4. How is Audit data stored

5. Is there Any Guidelines Available

10.2.2

10.2.2

10.2.2

10.2.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• PIS Inform

ation which can be of use for Management Audit is not available to Audit Section.

• Clarification asked by MoGA on Audit Data is a manual process which consumes more time.

10.2

10.2

10.2





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

United Kingdom

United Kingdom

United Kingdom

United Kingdom

A. Department / Agency responsible

for the service

MoGA



Pensions



Pension

B. Service being delivered manually or

via Computers

Manually


Computerized


C. How to Identify which Govt. Agency

to Audit

MoGA Decides

On periodic basis Audit

is conducted for every

Every 6 months Audit is

conducted for every

Every 1 year Audit is

conducted for every

Nepal GEA


Page 85 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

United Kingdom

United Kingdom

United Kingdom

United Kingdom

Government Agency

Government Agency

Government Agency

D. How is Audit data stored

Manually

Online

On

lin

e

On

lin

e

E. Is there Any Guidelines Available

Yes

Yes

Yes

Yes

10.2

10.2

10.2

10.2. ...4 444 Design

Design

Design

Design Principle

Principle

Principle

Principles for BPR

s for BPR

s for BPR

s for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. MoGA can look at providing a secure web-based interface to

Government Agencies to submit the Audit Details

•

New system being developed by MoGA should include following

functionalities

o

Online form

with facilities for uploading supporting documents of

clarification

o

Online storage of audit data

B. MoGA can explore the option to conduct Audit on Periodic

Basis

C. MoGA can consider the option to computerized Audit Section

10.2

10.2

10.2






1 1110 000. ...2 222. ...6 666 Web Services that are

Web Services that are

Web Services that are


possible

possible

possible

No new W

eb Service would arise from the Design Principles as mentioned above

Nepal GEA


Page 86 of 149

BPR Report

10.3

10.3

10.3

10.3 O & M Surveys for Government Organizations & Agencies




10.3.1

10.3.1

10.3.1





Following parameters have been utilized for assessment of this service



3. How is Survey data stored

4. Is there Any Guidelines Available

10.3.2

10.3.2

10.3.2

10.3.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• MoGA survey process approximately takes 15 days for small survey. Some surveys even take 4 to 6 months to complete.

• O & M Survey Committee personally monitors the respondent response.

• O & M survey section follows a methodology to measure the response, which can be easily done through computer. But

they are doing it manually which involves lot of manpower resource and make process time consuming

10

1010

10. ...3 333. ...3 333 Comparative Assessment (Benchmarking)




Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

United Kingdom

United Kingdom

United Kingdom

United Kingdom

A. Department / Agency responsible for

the service

MoGA



Pensions



Pension

B. Service being delivered manually or

via Computers

Manually

Manually

Manually


C. How is Survey data stored

Manually

Manually & Online

On

lin

e

On

lin

e

Nepal GEA


Page 87 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

United Kingdom

United Kingdom

United Kingdom

United Kingdom

D. Is there Any Guidelines Available

Yes

Yes

Yes

Yes

10.3

10.3

10.3

10.3. ...4 444 Design

Design

Design

Design Principle

Principle

Principle

Principles for BPR

s for BPR

s for BPR

s for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. MoGA can look at providing a secure web-based interface to

Government Agencies to submit the Proposal

•

New system being developed by MoGA should include following

functionalities

o

Online form

with facilities for uploading the proposal

o

Meeting scheduler facility

B. MoGA can devise a generic strategy for scheduling the

meeting with Consumers (Citizens) and Government

Employees

10.3

10.3

10.3










Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input

Input

Input

Input Variables

Variables

Variables

Variables

Outputs

Outputs

Outputs

Outputs

A.

Online Application for

Proposal Submission

•

Government

Agencies

•

MoGA

•

Reason for Survey

•

Line Ministry Name

•

Registration number

•

Contact Person Name

Nepal GEA


Page 88 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input

Input

Input

Input Variables

Variables

Variables

Variables

Outputs

Outputs

Outputs

Outputs

•

Contact Person details

•

Contact Person Number

•

Contact Person Designation

B.

Meeting Scheduling for

Survey

• Government

Agencies

• MoGA

• MoGA

• Survey Registration

Number

• Contact Person Name

• Preferred timing for Visit



• Contact Person Number

• Contact Person Designation

C.

Status of Survey Report

• Government

Organization

• MoGA

• Survey Registration

Number




• Contact Person Number

• Contact Person Designation

• Report Status

Nepal GEA


Page 89 of 149

BPR Report

11.

11.

11.

11.









In the Current State Assessment, 3 Services from DoLRM were covered, namely:

•

New Land Registration & Issue of Land Certificate

•

Land Registration Management & Land Mutation (Ownership Change)

•

Land Dispute Management

These Services have been assessed internally as well as externally (with similar Services being delivered in India by D

epartment of

Land Resources of Delhi and United Kingdom by Department of Land Registry) using a certain pre-defined parameters and thereafter the

design considerations (as listed in Sub-section 11.1.4, 11.2.4 & 11.3.4) have been derived.

11.1

11.1

11.1

11.1 New Land Registration

New Land Registration



11

1111

11.1.

.1.

.1.





Following parameters have been utilized for assessment of the Service of DoLRM as covered by PwC Team:



3. How Does Citizen apply for Land Owner Certificate

4. Which all supporting documents are required

5. How is Land Parcel &

Land Owner data stored(e.g. manually or in a IT-enabled system)

6. How much time is taken to register a New Land Parcel

7. What type of Document is issued after the Registration of New Land

8. Is any Fee charged by DoLRM for this particular service

11.1.2

11.1.2

11.1.2

11.1.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• Every 10 years land survey is ordered but it is not regularly followed in Nepal.

Nepal GEA


Page 90 of 149

BPR Report

• There are no linkages / interfaces between DoLRM and District Land Revenue Offices to check the authenticity of the

Supporting Documents that are submitted by the Applicant (such as Citizenship Certificate, Land Ownership Details, Land

Parcel D

etails, etc.)

• There are no linkages between DoLRM, Survey offices of DoS and DoLIA office

• DIS is working in LRDO as a standalone system which is not a web based application and had lot of redundant data.

• At present Land Revenue office in Lalitpur process 30-35 land certificates in a day and during the peak this number reaches

100. It is m

ore or less same for all 83 Land Revenue offices. It can be reduced if DIS is well maintained and can become a

web based application

11.1.3

11.1.3

11.1.3

11.1.3 Comparative Assessment (Benchmarking)




Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

United Kingdom

United Kingdom

United Kingdom

United Kingdom

A.


service

DoLRM

Department of Land

Resources

Department of Land Registry

B.


Computers

Manually

Manually and Online

Online

C.

How Does Citizen apply for Land Owner

Certificate

Visiting Land Revenue Office &

Survey office

Visiting Land Registrar Office Online

D.

Which all supporting documents are

required

Citizenship Certificate,

Document showing his / her

possession over the Land

Parcel (for ex. will)

Photo Id proof and Land

Possession Details


Possession Details

E.

How is Land Parcel & Land Owner data

stored(e.g. manually or in a IT-enabled

system)

Registration form

is stored in

archive and digital data is stored

in DIS

Data is stored in DLRIS

(Dept. IT System)

Online

Nepal GEA


Page 91 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

United Kingdom

United Kingdom

United Kingdom

United Kingdom

F.

How much time is taken to register a New

Land Parcel

5-7 days for transaction + 35

days for public notice

15 Days

Varies

G.


Registration of New Land

Land Ownership Certificate



H.

Is any Fee charged by DoLRM for this

particular service

10 NPR

Stamp duty and transfer duty

@ 4% if the vendor is a

woman and @

6% if the

vendor is a man

Registration fee of Rs. 101/-

per document.

Varies

In Nepal registration fee of new land parcel is 10 NPR, where as in Delhi it is 4% for woman and 6% for man of land parcel value and

in UK it varies with land type. In UK and Delhi Land parcel inform

ation is crosschecked with digitize cadastral m

aps, where as in

Nepal it will take another 5-6 years to completely digitize the cadastral m

aps.

11

1111

11.1.

.1.

.1.





Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. DoLRM would implement a computerized System for Land Records

Management across Nepal at the earliest and would ensure that

Digital Signatures are issued to all relevant Users

•

DoLRM should set up proper linkages with DoS & DoLIA to get

Cadastral Maps Inform

ation

•

DoS need to legally authorized the nodal officer for sending the

Nepal GEA


Page 92 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

B. DoLRM would ensure a Secure Data Repository (with suitable DR

plan) is created for Land Records (utilizing Land Parcel Survey

Inform

ation, GIS Maps and data available with MoLD)

updated Cadastral Maps inform

ation to DoLRM and DoLIA

•

New system being developed by DoLRM has to be secure web-

based Application with functionalities like

o

Online application for New Land Registration with facility of

uploading all supporting documents

o

Multiple user logins for DoLRM Personnel

o

To generate digitally signed Land Ownership Certificate

•

DoLRM need to legally authorized the nodal officer for sending

Automated Alerts

•

Suitable training need to be given to DoLRM Personnel

o

for sending automated alerts

o

for checking properties registered against single Citizenship

number (in DIS)

o

for generating digitally signed Land Ownership Certificate

o

For validating the Supporting Documents Online

•

Suitable training need to be given to Government Agencies

Personnel for how to Validate the Supporting Documents Online

•

Suitable Government Order has to be issued for ensuring the

legality of DoLRM’s Guidelines for Recommendation Letter issued

by VDC and Municipalities

•

DoLRM should set up proper linkages with other Government

Agencies as per GEA standards

•

Government Agencies need to legally authorized the Nodal Officer

for Validating the Documents

C. Facility to apply online for Land Registration would be provided to all

citizens

D. DoLRM would start using “Smart” Form


Land Registration wherein Nepali Citizens could just provide their


extracted from the Citizen Database of MoHA

E. As the Digital Copies of Citizenship Certificate could be accessed by

DoLRM from MoHA, going forward the Applicants should be

exempted from submitting the notarized copies of this Instrument

while applying for Land Registration

F. DoLRM w

ould provide the Applicants with the facility to upload their

Supporting Documents while applying for Land Registration

G. DoLRM would provide Citizens with the option for

Fast-track

registration after payment of additional fee

H. Applicants would be provided the facility to track status of their

request for Land Registration via website or their Mobile Phones

Nepal GEA


Page 93 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

I. DoLRM would digitally capture and store the Biometric Data of

Applicants at

the time of

processing their request

for

Land

Registration

J. DoLRM would explore the possibility of providing e-Payment Gateway

for the Applicants to electronically pay their Fee for changing

ownership of Land

K. DoLRM would make Digitally-signed Copies of Land Ownership


11

1111

11.1.

.1.

.1.





Data required

Data required

Data required

Data required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing requests for New Land Registration:


• Gender

• Date of Birth

• Father’s Name



o Date of Issue

o Issuing Office

o Issuing District


Citizenship No. of Applicants (Owner /

Seller and Buyer)


Driving License No. of Applicants

(Owner / Seller and Buyer)


Birth Certificate No. of Applicants


Nepal GEA


Page 94 of 149

BPR Report

• Perm

anent Address

o Block No.

o Ward No.

o Tole


o District


o Block No.

o Ward No.

o Tole


o District


Voter Registration No. of Applicants



Passport No. of Applicants (Owner /

Seller and Buyer)





Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input

Input

Input

Input Variables

Variables

Variables

Variables

Outputs

Outputs

Outputs

Outputs

A.

Online Application For


• Citizen

• DoLRM

• Applicant name

• Perm

anent address

• Temporary address

• Date of birth (B.S. and

A.D.)

• Nationality

• Religion

• Gender

• Citizenship number

• Father name

• Land Parcel Details


Nepal GEA


Page 95 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input

Input

Input

Input Variables

Variables

Variables

Variables

Outputs

Outputs

Outputs

Outputs

B.

Online Application Status

of New Land Registration

(through e-M

ail & SMS)

• Citizen

• DoLRM


OR

OR

OR

Citizenship Number

• Application status

C.

Download Digital Land

Ownership Certificate

• Citizen

• DoLRM


OR

OR

OR

Citizenship Number



• Land Owner name

• Address

• Father Name

• Grandfather Name


• Citizenship Issued Office

• Citizenship Number Issued

Date

• Proof Symbol

• District

• VDC

• Ward Number

• Land Type

D.

To check the details of

Land Parcel

• Nepal Police

• SC

• DoLRM

• DoLRM

• Land Parcel Details (VDC

number, Tole number,

block number, ward

number)

• Land Owner name

• Address



Nepal GEA


Page 96 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input

Input

Input

Input Variables

Variables

Variables

Variables

Outputs

Outputs

Outputs

Outputs

• EC


Date

• Proof Symbol

• District

• VDC

• Ward Number

• Land Type

Nepal GEA


Page 97 of 149

BPR Report

11.2

11.2

11.2

11.2 Land Mutation (Change in Ownership)

Land Mutation (Change in Ownership)



11.2.1

11.2.1

11.2.1





Following parameters have been utilized for assessment of this Service:



3. How Does Citizen apply for Change in Ownership or Land Mutation


5. How is Land Parcel &

Land Mutation data stored(e.g. manually or in a IT-enabled system)

6. Any Land Valuation Guidelines / System in place

7. How much time is taken for single Land Mutation

8. What type of Document is issued after the Land Mutation

9. Is there any third party interference?

10. Is any Fee charged by DoLRM for this particular service

11.2.2

11.2.2

11.2.2

11.2.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• Ideally, processing an Application takes lot of time, because sections like Verification Section, Valuation Section,

Certification Section and Land Revenue Officer Office are crowded with number of people who only do General E

nquiry. On

the contrary help desk remain queue less.

• Third Party fills up the Rajinama Form

on behalf of Buyer & Seller, which attracts lot of biasing and manipulation by

organization like Professional Likha Padi Association (which operates in Lalitpur Land Revenue District Office)

• There are no linkages / interfaces between DoLRM and District Land Revenue Offices to check the authenticity of the

Supporting Documents that are submitted by Buyer and Seller (such as Citizenship Certificate, Land Tax Receipts, Land

Parcel D

etails, etc.)

• Valuation Model followed by DoLRM has lot of disparity between actual m

arket value and DoLRM valuation value of Land

Parcel.

Nepal GEA


Page 98 of 149

BPR Report

• There are no linkages between DoLRM, Survey offices of DoS and DoLIA office

• DIS is working in LRDO as a standalone system which is not a web based application and had lot of redundant data.

• At present Land Revenue office in Lalitpur process 30-35 land certificates in a day and during the peak this number reaches

100. It is m

ore or less same for all 83 Land Revenue offices. It can be reduced if DIS is well maintained and can become a

web based application

11.2

11.2

11.2





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

United Kingdom

United Kingdom

United Kingdom

United Kingdom

A.


service

DoLRM

Department of Land Resources

Department of Land

Registry

B.


Computers

Manually

Manually and Online

Online

C.

How Does Citizen apply for Change in

Ownership or Land Mutation

Visiting Land

Revenue Office &

Dept. of Survey

Visiting Land Registrar Office

Online

D.


required

Ownership

Certificate, Nepali

Citizenship

Certificate of Buyer,

Citizenship

Certificate of Seller

and Land Tax

1. Proof of identification of each party and

witnesses i.e. election Identity Card, Passport,

identity Card issued by Govt. of India, Semi

govt. and Autonomous bodies or identification

by a Gazetted officer.

2. In case the property is/was under a lease

from D.D.A., L&DO, M.C.D., Industries

Certified copy of a

Statutory Declaration,

Stamp Duty Land Tax

Certificate, Subsisting

Lease, Subsisting

Charge or the latest

document of title (for

Nepal GEA


Page 99 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

United Kingdom

United Kingdom

United Kingdom

United Kingdom

Certificate

Department, Labour Department of Delhi Govt.

etc., perm

ission of lessor for registration of the

document.

3. No objection Certificate under section 8 of

Delhi Land (Restriction and Transfer) Act, 1972

from Tehsildar of the Sub Division of the

District to the effect that the property is not

under acquisition.

4. Income Tax clearance Certificate in

prescribed proform

a 34A, under section 230 of

Income Tax Act, from concerned Income Tax

Officer where the transaction exceeds

Rs.5,00,000/-

5. Perm

ission from the Appropriate Authority in

the prescribed proform

a 37 I, where the

transaction exceeds Rs.50,00,000/- under the

provisions contained in section 269 of Income

Tax Act, 1961.

example any conveyance

to the applicant) we will

return the original

E.

How is Land Parcel & Land Mutation data

stored(e.g. manually or in a IT-enabled

system)

Rajinama form

is

stored in archive and

digital data is stored

in DIS

Data is stored in DLRIS (IT System)

Online

Nepal GEA


Page 100 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

United Kingdom

United Kingdom

United Kingdom

United Kingdom

F.

Any Land Valuation Guidelines / System in

place

Valuation Book

Valuation Book

Varies

G.

How much time is taken for single Land

Mutation

2-3 Days

15 Days

No Fix number of Days

H.

What type of Document / Instrument is

Issued after the Land Mutation

Land Ownership

Certificate


Land Ownership

Certificate

I.

Is there any third party interference?

Yes

No

No

J.


particular service

Village 2%, Urban

3% and KTM 4.5%

(4% as KTM and

0.5% for

improvement) of

land value

Stamp duty and transfer duty @

4% if the

vendor is a woman and @

6% if the vendor is a

man

Varies

In UK and India, land valuation model is at par with actual m

arket value, whereas in Nepal lot of disparity exists. Delhi government

had divided the entire Delhi region’s 2408 colonies into 10 registration slabs, which targets more land registration fee and tax from

super rich and rich category.

The facilitation for filling up the application form

is done by government officials (like tehsildar) in India and UK, whereas it is done by

third party association like ‘Likha Padi A

ssociation’ in Nepal which results in less transparency and more manipulation.

Nepal GEA


Page 101 of 149

BPR Report

11.2

11.2

11.2

11.2. ...4 444 Design Principles for BPR




Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. DoLRM would implement a computerized System for Land

Records M

anagement across N

epal at the earliest and would

ensure that Digital Signatures are issued to all relevant Users

•

MoU between DoLRM and Third Party Consultant for doing land

valuation assessment survey

•

DoLRM will save money which is lost during the Land Registration due

to disparity between Land Valuation Value and Actual Market Value of

Land

•

DoLRM need to divide areas into Land Registration Tax Slabs

•

Suitable Government Order has to be issued for ensuring legality of and

adherence to Tatkal Service

•

DoLRM personnel should be suitably trained in domain knowledge so

that single personnel can do the Application processing from single

window in Tatkal Service

•

Suitable training need to be given to DoLRM personnel on how to

process the New Simplified Rajinama form

•

DoLRM should set up proper linkages with other Government Agencies

as per GEA standards

•

Suitable training to Government personnel from different government

agencies needs to be given for how to Validate the Supporting

Documents Online

B. DoLRM w

ould ensure a Secure D

ata R

epository (with suitable

DR plan) is created for Land Records (utilizing Land Parcel

Survey Inform

ation, GIS Maps and data available with MoLD)

C. Facility to apply online for change of Ownership would be

provided to all citizens

D. DoLRM w

ould start using “Smart” Form

s for receiving requests

for change of Ownership wherein Nepali Citizens could just

provide their Citizenship No. and their other data-items could be

automatically extracted from the Citizen Database of MoHA

E. DoLRM would simplify the Application Form

that is currently

prescribed for Rajinaama (signed between Buyer and Seller at

the time of change of ownership of a Land Parcel)

Nepal GEA


Page 102 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

F. As the Digital Copies of Citizenship Certificate could be

accessed by D

oLRM from M

oHA, going forward the Applicants

should be exempted from submitting the notarized copies of this

Instrument while applying for change of Ownership

•

Government Agencies need to legally authorized the Nodal Officer for

Validating the Documents online

G. DoLRM w

ould provide the Applicants with the facility to upload

their Supporting Documents while applying for

change of

Ownership

H. DoLRM would provide Citizens with the option for Fast-track

change of Ownership of Land after payment of additional fee

I. Applicants would be provided the facility to track status of their

request for change of Ownership via website or their Mobile

Phones

J. DoLRM w

ould digitally capture and store the Biometric D

ata of

Applicants at the time of processing their request for change of

Ownership

K. DoLRM would devise a more dynamic system for Land Valuation

(slab-based with suitable involvement of External Consultants)

to ensure increased tax inflow from ownership changes

Nepal GEA


Page 103 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

L. DoLRM would explore the possibility of providing e-Payment

Gateway for the Applicants to electronically pay their Fee for

changing ownership of Land

M. DoLRM would m

ake Digitally-signed Copies of Land O

wnership


11.2

11.2

11.2





Data required

Data required

Data required

Data required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing requests for changing Ownership (or Land

Mutation):


• Gender

• Date of Birth

• Father’s Name



o Date of Issue

o Issuing Office

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.


Citizenship No. of Applicants (Owner /

Seller and Buyer)


Driving License No. of Applicants



Birth Certificate No. of Applicants



Voter Registration No. of Applicants


Nepal GEA


Page 104 of 149

BPR Report

o Tole


o District


o Block No.

o Ward No.

o Tole


o District


Passport No. of Applicants (Owner /

Seller and Buyer)





Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A.

Online Application For Land

Mutation (Change in Land

Ownership)

• Citizen

• DoLRM

• Applicant name

• Perm

anent address


• Date of birth (B.S. and

A.D.)

• Nationality

• Religion

• Gender


• Father name


• Field Book number

• Slip number


Nepal GEA


Page 105 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

B.


• Citizen

• DoLRM


OR

OR

OR

Citizenship Number


C.

Download Digital Land

Ownership Certificate

• Citizen

• DoLRM


OR

OR

OR

Citizenship Number



• Land Owner name

• Address

• Father Name

• Grandfather Name




Date

• Proof Symbol

• District

• VDC

• Ward Number

• Land Type

D.

To check the details of Land

Parcel

• Nepal Police

• SC

• DoLRM

• EC

• DoLRM

• Land Parcel Details (VDC

number, Tole number,

block number, ward

number)

• Land Owner name

• Address




Nepal GEA


Page 106 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

Date

• Proof Symbol

• District

• VDC

• Ward Number

• Land Type

Nepal GEA


Page 107 of 149

BPR Report

11.3

11.3

11.3

11.3 Management of Land Disputes

Management of Land Disputes



11.3.1

11.3.1

11.3.1





Following parameters have been utilized for assessment of this service

1. Department / Agency responsible for this service


3. How Does Citizen apply for Land Dispute Case


5. How is Land Dispute data stored

6. What type of Document is issued after the Resolution of Land Dispute

7. Is there any Guideline available?

8. Is any Fee charged by DoLRM for this service

11.3.2

11.3.2

11.3.2

11.3.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• At present there are 21 Land Reform

Office Court have lot of pending cases

• Officially gap between two Tareekh or Hearing Date given to a case should be 1 m

onth. But due to m

anual process biasing

prevails.

11

1111





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

United Kingdom

United Kingdom

United Kingdom

United Kingdom

A.

Department / Agency responsible for this

service

DoLRM

Department of Land

Resources

Department of Land Registry

Nepal GEA


Page 108 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India - --- Delhi

Delhi

Delhi

Delhi

United Kingdom

United Kingdom

United Kingdom

United Kingdom

B.


Computers

Manually

Online

Manual and Online

C.

How Does Citizen apply for Land Dispute

Case

Visiting Land Revenue and

Reform

Office

Online Complaint

Online Complaint

D.


required

Citizenship certificate,

document showing his / her

possession over the land parcel

(for ex. will), field book, slip from

DOS, NOC from VDC, Public

Notice copy


Possession Details

Varies

E.

How is dispute data stored (e.g. manually

or in a IT-enabled system)

Manual

Online

Online

F.


Resolution of Land Dispute




G.

Is there any Guideline available?

No

Yes

Yes

H.


service

No

No

No

Nepal GEA


Page 109 of 149

BPR Report

Online Consumer Grievance portal is available in India and UK for filling the Consumer Grievance where as in Nepal citizen needs to

file written application in land reform

office. No fixed process methodology is followed in Nepal, whereas in India and UK guidelines

are strictly followed.

11.3

11.3

11.3

11.3. ...4 444 Design

Design

Design

Design Principle

Principle

Principle

Principles for BPR

s for BPR

s for BPR

s for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A.

DoLRM would provide the citizens with the facility for online

registration of their Land Disputes and would also provide them

with the facility to track the statuses of these disputes via website /

Mobile Phone

•

New system being developed by DoLRM has to be web-based

system with functionalities like

o

Online Application Grievance form

with facility for uploading

supporting documents

o

Multiple user logins for DoLRM personnel

•

Suitable training need to be given to DoLRM personnel for sending

Automated Alerts

•

DoLRM need to legally authorized the nodal officer for sending

Automated Alerts and sharing details

•

Suitable Government Order has to be issued for ensuring legality of

and adherence to the guidelines for Land Dispute Management

•

DoLRM should set up proper linkages with other Government

Agencies as per GEA standards

•

Suitable training need to be given to Government officials of different

government agencies for how to Validate the Supporting Documents

Online

•


for Validating the Documents online

B.

DoLRM can explore the option of interconnecting all 83 District

Land Revenue Office and 21 District Land Reform

Office so that

case inform

ation can be shared

C. DoLRM can give Guidelines for Land Dispute Management

D. DoLRM should also have suitable linkages with other Govt.

Agencies / Departments during the verification of the data as

provided by the Citizen. For instance, DoLRM could send the

Citizenship No. of the Citizen to MoHA and request for verification

of the same

Nepal GEA


Page 110 of 149

BPR Report

1 1111 111. ...3 333. ...5 555 Data Requirements for BPR









Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A.

Online Application Form

for Land

Dispute

• Citizen

• DoLRM

• Applicant name

• Perm

anent address


• Date of birth (B.S. and A.D.)

• Nationality

• Religion

• Gender


• Father name


• Field Book number

• Slip number

• Reason for Dispute


B.


(through e-M

ail & SMS)

• Citizen

• DoLRM


OR

OR

OR

Citizenship Number


• Case details

C.

Online Details about Case

Tareekh (Hearing date)

• Citizen

• DoLRM


OR

OR

OR

Citizenship Number

• Tareekh Details

Nepal GEA


Page 111 of 149

BPR Report

12.

12.

12.

12.





In the Current State Assessment, 3 Services from NTA were covered, namely:

•

License Award Process for Value Added Services

•

Type Approval P

rocess

•

Consumer Grievance Redressal

These Services have been assessed internally as well as externally (with similar Services being delivered in India by Department of

Telecommunication & Telecom Regulatory Authority of India and Singapore by M

inistry of Inform

ation, Communications and the Arts

- Infocomm Development Authority) using a certain pre-defined parameters and thereafter the design considerations (as listed in Sub-

section 12.1.4, 12.2.4 & 12.3.4) have been derived.

12.1

12.1

12.1

12.1 License Award Proce

License Award Proce

License Award Proce

License Award Processssssss for VAS

for VAS

for VAS

for VAS

12.1.1

12.1.1

12.1.1








3. How does an Applicant apply

4. How is Applicant Data stored (manually or digitally)

5. Is there any guideline available?

6. Is any Fee charged by NTA for this particular service

12.1.2

12.1.2

12.1.2

12.1.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• License Management System Module of Office Automation System stores Licensee inform

ation. Office Automated System

soon will become W

eb Based System but no future proposal to get License Award Process online.

Nepal GEA


Page 112 of 149

BPR Report

• License Application form

captures the separate Value Added Services Details as per NTA guidelines for network service,

pay phone, trunk m

obile radio, pre paid calling card, audio conferencing, GMPCS, internet, radio paging and VSAT user.

Supporting documents were submitted as per guidelines

12

1212

12.1.

.1.

.1.





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

A.

Department / Agency responsible for the service NTA

Department of

Telecommunication

Ministry of Inform

ation,

Communications and the Arts -

Infocomm Development Authority

B.


Computers

Manually

Manually

Online

C.

How does an Applicant apply

Through Application

Through Application

Through Online Application

D.

How is Applicant Data stored (manually or

digitally)

Online

Online

Online

E.

Is there any guideline available?

Yes

Yes

Yes

F.

Is any Fee charged by NTA for this particular

service

Varies

Varies

Varies

In Singapore this service is delivered via an online application form

which can be filled by any citizen with their Singpass ID. In India

and Nepal still online registration with unique identifier is not available.

Nepal GEA


Page 113 of 149

BPR Report

12

1212

12.1.

.1.

.1.





Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. NTA would provide the Telecom Operators with the facility to apply online for VAS Licenses •

New system being developed by NTA4 444 has

to be web-based with functionalities like

o

Online Application form

with facility

for uploading supporting documents

o

providing digitally signed license

o

providing online status of the license

B. NTA w

ould provide the Applicants w

ith the facility upload their Supporting D

ocuments as

prescribed while applying for VAS Licenses

C. NTA would start using “Smart” Form

s for the Telecom Operators to apply for VAS Licenses

wherein the static / perm

anent data-items of the A

pplicants (such as their Firm’s name,

address, etc.) w

ould be automatically extracted from the legacy R

ecords and they w

ould

only have to provide the additional / new data

D. NTA would ensure that Digital Signatures are issued to all relevant Officers involved in

processing applications for VAS Licenses

E. Applicants would be provided the facility to track status of their request for VAS via website

or their Mobile Phones

F. NTA would m

ake Digitally-signed Copies of VAS Licenses available online (with controlled

access)

4 N

TA

is

alr

ea

dy

pla

nn

ing

to

im

ple

me

nt

the

se f

un

ctio

na

liti

es

in O

AS

Nepal GEA


Page 114 of 149

BPR Report

12

1212

12.1.

.1.

.1.






1 1112.1

2.12.1





No new W


Nepal GEA


Page 115 of 149

BPR Report

12.2

12.2

12.2

12.2 Type Approval Process

Type Approval Process



12.2.1

12.2.1

12.2.1









4. How is Applicant Data stored (manually or digitally)

5. Does Equipment Inform

ation is shared with Citizens

6. Is any Fee charged by NTA for this particular service

12.2.2

12.2.2

12.2.2

12.2.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• Type approval equipment includes customer site term

inals and low power devices. NTA can map testing of equipment

process in Office Automated System.

• Evaluation of Equipment is manually done

• Communication between NTA and Service Provider about the Equipment is manually done.

12.2

12.2

12.2





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

A.


Department of

Telecommunication

Ministry of Inform

ation,



B.


Manually

Manually

Online

Nepal GEA


Page 116 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

Computers

C.


Through Application

Through Application

Online Registration

D.

How is Applicant Data stored (manually or

digitally)

Online

Online

Online

E.

Does Equipment Inform

ation is shared with

Citizens

No

Yes

Yes

F.

Is any Fee charged by NTA for this particular

service

Varies

Varies

Varies

12.2

12.2

12.2

12.2. ...4 444 Design Principles for BPR



Design Principles for BPR Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. NTA can explore the option to provide Online Form

with Technical Data

Attributes as Parameters for cross-checking the Equipment

•

New system being developed by NTA5 555 has to be web-

based with functionalities like

o




B. NTA would provide the Telecom Operators with the facility to apply online for

Type Approvals

5 N

TA

is

alr

ea

dy

pla

nn

ing

to

im

ple

me

nt

few

fu

nct

ion

aliti

es

in O

AS

Nepal GEA


Page 117 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

C. NTA would provide the Applicants with the facility upload their Supporting

Documents as prescribed while applying for Type Approvals

o

providing digitally signed license

o

providing online status of the license

o

providing online application form

for verifying the

technical specification of the equipment

D. NTA would start using “Smart” Form

s for the Telecom O

perators to apply for

Type Approvals w

herein the static / perm

anent data-items of the Applicants

(such as their Firm’s name, address, etc.) w

ould be automatically extracted

from the legacy Records and they would only have to provide the additional /

new data

E. NTA w

ould ensure that Digital Signatures are issued to all relevant Officers

involved in processing applications for Type Approvals

F. Applicants w

ould be provided the facility to track status of their request for

Type Approvals via website or their Mobile Phones

G. NTA would m

ake Digitally-signed Copies of Type Approvals available online


H. NTA would provide the Telecom Operators with the facility to apply online for

Type Approvals

1 1112.2

2.22.2






Nepal GEA


Page 118 of 149

BPR Report

1 1112.2

2.22.2





Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A.

Online Application Form

for cross-

checking the Technical Specifications

of the Equipment

• Citizen

• NTA

• Equipment Technical

headings with input box

• Equipment will approve or

not

Nepal GEA


Page 119 of 149

BPR Report

12.3

12.3

12.3

12.3 Consumer Grievance Redressal




12.3.1

12.3.1

12.3.1









4. How is Grievance data stored(e.g. manually or in a IT-enabled system)

5. How much time is taken to resolve Grievance

6. Is there any guideline available?

12.3.2

12.3.2

12.3.2

12.3.2 Self Assessment

Self Assessment

Self Assessment

Self Assessment

• Complaint can be registered by sending m

ail to [email protected] or directly filling complaint in N

TA office. Complaint

Grievance Redressal is not exhaustively used by the consumers due to lack of awareness about the system.

• NTA generally gets 4-5 complaints a year which is very less as they have 6.1 m

illion subscribers and growing at the rate of

22.5 percent per annum. NTA’s website is not solving any purpose to educate the consumers about their services.

• NTA at present doesn’t follow any standard process for resolution of complaints. Due to this adhoc process of resolution

many times service provider got saved from the legal fine.

12

1212





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

A.


Telecom Regulatory

Authority of India

Ministry of Inform

ation,



Nepal GEA


Page 120 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

Singapore

Singapore

Singapore

Singapore

B.


Computers

Manually

Manually

Online

C.


Visit NTA and Files

Complaint

Through Consumer Court

Online Registration

D.

How is Grievance data stored (manually or

digitally)

Manual & Online

Online

Online

E.

How much time is taken to resolve Grievance

Varies

Varies

Appro. 15 Days

F.

Is there any guideline available?

No

Yes

Yes

In India and Singapore application is filled through the grievance portal and resolution & judgment is given on the basis of the

guidelines set by the government. In Nepal there is no standard process of addressing grievance.

12.3

12.3

12.3

12.3. ...4 444 Design Considerations for BPR

Design Considerations for BPR



Consideration

Consideration

Consideration

Consideration

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. NTA can look at providing a secure web-based interface to Citizen to do

Online Registration of Grievance with facility of uploading Supporting

Documents

•

New system being developed by NTA6 666 has to be web-based with

functionalities like

6 N

TA

is

alr

ea

dy

pla

nn

ing

to

im

ple

me

nt

this

fu

nct

ion

ali

ty i

n O

AS

Nepal GEA


Page 121 of 149

BPR Report

Consideration

Consideration

Consideration

Consideration

Broad Implications

Broad Implications

Broad Implications

Broad Implications

B. NTA would prescribe and promulgate suitable Guidelines for Grievance

Redressal of consumers of Mobile Services (for use by Telecom

Operators)

o




•

NTA should set guidelines for Consumer Grievance Redressal

•

NTA can provide provision for ‘Mobile Number Portability’ so that

Grievance related to billing decreases

C. NTA can explore the option to create Awareness among Citizens

•

Like Issuing Public Notice in Newspaper

•

Highlighting the Grievance Section in NTA website

D. NTA can explore the option of introducing “Mobile Number Portability”

1 1112.3

2.32.3

2.3. ...5 555 Data Requirements

Data Requirements

Data Requirements


for BPR

for BPR

for BPR


1 1112.3

2.32.3





No new W


Nepal GEA


Page 122 of 149

BPR Report

13.

13.

13.

13.





In the Current State Assessment, 2 Services from PSC were covered, namely:

•

Collecting and Consolidating Manpower Requirements of various Ministries and Departments

•

Processing the Application and Analysis of Examination Result

These Services have been assessed internally as well as externally (with similar Services being delivered in India by Union Public

Service Commission, United Kingdom by Home Civil Service and South Korea by M

inistry of Public Administration and Security) using a

certain pre-defined parameters and thereafter the design considerations (as listed in Sub-section 13.1.4 & 13.2.4) have been derived.

13.1

13.1

13.1

13.1 Collecting and Consolidating Manpower Requirements of various Ministries and Departments




13.1.1

13.1.1

13.1.1

13.1.1 Parameters for Assess

Parameters for Assess

Parameters for Assess


ment

ment

ment

Following parameters have been utilized for assessment of Service - Collecting and Consolidating Manpower Requirements of

various Ministries and Departments



3. How does a Department / Agency raise Manpower Requisitions

4. If any Supporting Documents are required (and which all)

5. How are the Manpower Requisitions processed (manually or via an IT-enabled System)

6. Data managed manually or digitally

7. How much time is typically taken to fulfill the Manpower Requirements for a particular Department / Agency

8. Is there any additional data that is procured from Requisitioning Departments / Agencies before finalizing the Candidates

9. Is any Fee charged by PSC for this particular service (from other Departments)

Nepal GEA


Page 123 of 149

BPR Report

13.1.2

13.1.2

13.1.2

13.1.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• Ministries have not yet been provided with the facility to submit their Manpower Requirement via Internet

• PSC should get the MR form

from MoGA atleast 1 month before the advertisement. But this time line is very difficult to meet

because of manual process. End result is requirement is carry forward to the next fiscal year.

• If any new requirement then P

SC should be inform

ed w

ithin 14 days from the D

ate of Advertisement, otherwise that

requirement will carry forward to next Fiscal Y

ear.

• No proper Application form

at is used by Department / Ministry while sending manpower requirement to MoGA.

13

1313

13.1.

.1.

.1.





Parameter

Parameter

Parameter

Parameter

Nep

Nep

Nep

Nepal

alal

al

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

South Korea

South Korea

South Korea

South Korea

A.


service

PSC

UPSC

Home Civil Service

Ministry of Public

Administration and

Security (except Military

Manpower

Administration)

B.


Computers

Manually

Manually

Online

Manually

C.

How does a Department / Agency raise

Manpower Requisitions

Through Application

Through Application

Online

Online

D.

If any Supporting Documents are

required (and which all)

None

None

None

None

Nepal GEA


Page 124 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nep

Nep

Nep

Nepal

alal

al

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

South Korea

South Korea

South Korea

South Korea

E.

How are the Manpower Requisitions

processed (manually or via an IT-

enabled System)

Manually

Online

Online

Manually

F.

Data managed manually or digitally

Manually

Manually & Digitally

Digitally

Digitally

G.

How much time is typically taken to fulfill

the Manpower Requirements for a

particular Department / Agency

Ideally 2 months

Depends on position

Depends on position

Depends on position

H.

Is there any additional data that is

procured from Requisitioning

Departments / Agencies before finalizing

the Candidates

Manpower Requirement

Details


Details

Job profile Details and

gives recruitment

guidelines and post job

opening in Home Civil

Service website


Details

I.

Is any Fee charged by PSC for this

particular service (from other

Departments)

No

No

No

No

In UK, Home Civil Service just gives the guidelines to every ministry about the recruitment unlike in Nepal, India and Korea where

PSC, UPSC and Ministry of Public Administration and Security respectively selects the candidate for them. Filling Manpower

Requisition in UK and Korea is online where as Nepal and India still doing it manually.

Nepal GEA


Page 125 of 149

BPR Report

13

1313

13.1.

.1.

.1.





Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A.

PSC would provide Secure Online Accounts (on-demand)

for all the Ministries / Departments to submit their

Manpower Requirements electronically and also to receive

automated alerts regarding PSC’s schedule of conducting

examinations

• Time would be saved in gathering and consolidating the requirements from

various Ministries / Departments

• Various Ministries / Departments need to be convinced for using the

computerized systems (for sending their MR)

• Suitable Government Order has to be issued for ensuring the legality of and

adherence to the online flow for MR

• PSC would have to ensure that the new System that is planned for near

future has the capability for supporting the online flow

• Suitable training need to be given for how to fill up the online MR form

B.

PSC can consider the option of utilizing a computerized

system (with pre-defined Templates for MRs) for

consolidation of requirements received from various

Ministries / Department7

13

1313

13.1.

.1.

.1.

.1.5 555 Data Requirement for BPR

Data Requirement for BPR




13

1313

13.1.

.1.

.1.





Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A.

Online Manpower

Requirement Application form

• All Departments and

Ministries (except Ministry

• PSC

• Ministry / Department name


required



7 Such a system

is already been planned and PSC is currently in the process of finalization of TOR with assistance from

ADB.

Nepal GEA


Page 126 of 149

BPR Report

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

(for Non-Technical and Non-

Gazatted Positions)

of Law, Agriculture and

Health)

• Number of positions

bifurcation with respect to

Non Gazetted and Non

Technical


• Designation

B.

Online Status about the MR

Application (through e-M

ail &

SMS)

• All Departments and

Ministries (except Ministry

of Law, Agriculture and

Health)

• PSC



• Ministry / Department name


Requested bifurcation with

respect to Non Gazetted

and Non Technical


• Designation



• Date of Advertisements

• Examination Center

Details

• Number of Applicants

• Date of Examination

• Date of Written

Examination Result

• Proposed Date of

Interview

• Tentative Number of

Selected Applicants

Nepal GEA


Page 127 of 149

BPR Report

13.2

13.2

13.2

13.2 Processing the Application and Analysis of Examination Result




13.2.1

13.2.1

13.2.1





Following parameters have been utilized for assessment of Service - Processing the Application and Analysis of Examination Result



3. How is Applicant Data stored and processed

4. Which Supporting Documents are required while applying for Government Job


6. Are there any categories in Application form

at?

7. What type of Document is issued after Publishing the Result

8. Does OMR sheet is used in written examination

9. Which data is shared with which other Government Agencies?

10. Is any Fee charged by PSC for this particular service (from Applicants)

13.2.2

13.2.2

13.2.2

13.2.2 Service Analysis

Service Analysis

Service Analysis

Service Analysis

• Even though the Applicants can get (and submit) their Application Form

s in PSC’s Zonal and Regional Offices and also at

all the Post Offices, they have not yet been provided with the facility to submit their Form

via Internet

• At present, there are no linkages / interfaces between PSC and other Ministries / D

epartments / Agencies to check the

authenticity of the Supporting Documents that are submitted by the Applicant (such as Citizenship Certificate, Academic

Certificates, etc.)

• The ICT Infrastructure and IT-trained Manpower is currently not being used for other services except for Result Analysis.

• Applicant test venue and roll number is given with respect to Zone or Vacancy Post.

• Double Blind System (Double C

ode System) Concept is used for evaluation of answer-sheets. In this process answer-

sheet first page left hand side section is torn and assigned a code, all answer-sheets 1st page hand side section with code

on it are collected and given to Chairman of PSC for archive. Then first page left hand side second section is also torn apart

Nepal GEA


Page 128 of 149

BPR Report

and assign a different code, Then 2nd section of all answer-sheets are collected and given to Secretary of PSC for archive.

Then answer-sheets with 2nd code on it are given to expert’s panel for evaluation.

13

1313

13. ...2 222. ...3 333 Service Benchmarking




Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

South Korea

South Korea

South Korea

South Korea

A.


service

PSC

UPSC

Home Civil Service

Ministry of Public

Administration and

Security (except Military

Manpower

Administration)

B.


Computers

Manually



Manually

C.

How is Applicant Data stored and

processed

Manually

Online and Online

Rejection Functionality

is also available

Online

Manually

D.

Which Supporting Documents are

required while applying for Government

Job

Academic Credentials

(highest level),


Photocopy, Experience

Certificate (As per

Advertisement)


(highest level),

Experience Certificate

(As per Advertisement)


(highest level),




(highest level),



Nepal GEA


Page 129 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

United Kingdom

United Kingdom

United Kingdom

United Kingdom

South Korea

South Korea

South Korea

South Korea

E.

What type of Document is issued after

the Complete Processing of an

Application Form

Admit Card

Admit Card

Admit Card

Admit Card

F.

Is there any categories in Application

form

at?

No

Yes

Yes

Yes

G.

What type of Document is issued after

Publishing the Result

Result Report

Result Report

Online Result

Result Report

H.

Does OMR sheet is used in written

examination

No

Yes

Yes

Yes

I.

Which data is shared with which other

Government Agencies?

Recommendations

Recommendations

Recruitment Guidelines Recommendations

J.

Is any Fee charged by PSC for this

particular service (from Applicants)

Varies with Application




In UK and India this service is partially computerized where as Nepal8 888 is in process of making this service computerized. OMR sheet

is not used for Written Examination evaluation in Nepal where as in India, UK and Korea OMR sheet is used for easy evaluation and

analysis of result. UK and India issues admit card to the applicant online where as Nepal is in process of developing the system which

will generate online Admit Card.

In Nepal, PSC uses single application form

at for all job categories where as different form

ats are used in India, Korea and UK.

8 Such a system

is already been planned and PSC is currently in the process of finalization of TOR with assistance from

ADB.

Nepal GEA


Page 130 of 149

BPR Report

13

1313

13. ...2 222. ...4 444 Design Principles for BPR




Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. PSC w

ould provide the A

pplicants w

ith the facility to upload their

Supporting D

ocuments and also to take the printout of their Admit

Cards

•

New system being developed by PSC should include following

functionalities

o


with facilities for uploading


o

Mobile Payment Gateway for receiving applicant fee

o

Multiple logins for PSC Personnel

o

Online storage of Applicant Inform

ation

o

Online Generation of Admit Card

•

PSC would have to ensure that the new System that is planned for

near future has the capability for supporting the online flow

•

PSC will save time taken by manual process of collecting Application

form

and Fee and processing admit card

•

Suitable training need to be given to PSC Personnel for

o

How to process and store applicant data

o

for sending Automated Alerts

o

for storing the Applicant Inform

ation Online

•

Suitable training need to be given to different Government Agencies

for how to Validate the Supporting Documents Online

•

PSC need to request NTA for Mobile Payment Gateway Guidelines

•

PSC need to legally authorized the nodal officer for sending

Automated Alerts

•

PSC should set up proper linkages with other Government Agencies

as per GEA standards

•


for Validating the Documents and for sending Automated Alerts

•

Suitable MoU need to be signed between Postal Department & PSC

B. PSC can check the option of m-Payment Gateway for receiving the

Application fee

C. PSC can explore the option to send Automated Alerts to Applicants

D. PSC would start using “Smart” Form

s for receiving Applications from

interested Candidates wherein Nepali Citizens could just provide

their Citizenship No. and their other data-items could be

automatically extracted from the Citizen Database of MoHA

E. PSC can consider the online storage of Applicant Inform

ation

F. PSC website can publish the schedule of interview and send

respective Automated Alerts to Relevant Department

G. PSC can consider using Tele-Centers for receiving filled application

form

with fee and supporting documents.

Nepal GEA


Page 131 of 149

BPR Report

13

1313

13. ...2 222. ...5 555 Data Requirements for




BPR

BPR

BPR

Data required

Data required

Data required

Data required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing applications from Nepali citizens for

appearing in PSC’s exams:


• Gender

• Date of Birth

• Father’s Name



o Date of Issue

o Issuing Office

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.

o Tole


o District


o Block No.

o Ward No.

o Tole


o District











Nepal GEA


Page 132 of 149

BPR Report

1 1113 333.2.

.2.

.2.

.2.6 666 Web

Web

Web


Services that are possible



Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A.

Online Application

Form

• Citizen

• PSC

• Position code

• Applicant Name

• Applicant Citizenship Number

• Applicant Academic Details

• Work Experience Details

(Years of Exp, Organization

Name, Location, Designation)

• For Government Employee

(Name of Ministry /

Department, Designation,

Location, Years of Exp)

• Perm

anent Address (Zone,

District, VDC / Municipality,

Ward Number, Tole, Block

Number)

• Date of Birth (B.S. and A.D.)

• Applicant Age

• Gender

• Father Name

• Father’s Profession

• Advertisement number


B.

Online Issuance of

Admit Card

• Citizen

• PSC


OR

OR

OR

Applicant Citizenship Number

• Applicant Name

• Position Code

ELECTRONIC ADMIT CARD

• Applicant Name

• Advertisement Number

• Service

Nepal GEA


Page 133 of 149

BPR Report

Service

Service

Service

Service

Potential

Potential

Potential

Potential

Consumers

Consumers

Consumers

Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

• Advertisement Number

• Group / Sub Group

• Grade

• Post

• Examination Center

• Test Timings / Venue details

• Position Code

• Test timings

C.

Applicant Result

(through e-M

ail &

SMS)

• Citizen

• PSC

• Applicant Roll Number


OR

OR

OR


• Applicant Name


• Section W

ise Marks (Marks in Green

Color indicating Applicant cleared

sectional cut-off and Red Color showing

Applicant didn’t clear sectional cut-off)

• Overall result (Pass / Fail)

D.

Online Issue of

Applicant’s

Appointment Letter

• Citizen

• All Ministries

/ Departments



OR

OR

OR


• Name of Department / Government

Organization

• Applicant Name

• Applicant Designation

• Post Level

• Appointment Decision Date

• Date of Appointm

ent / Joining

Nepal GEA


Page 134 of 149

BPR Report

14.

14.

14.

14.





In the C

urrent State Assessment, one Service from M

oHA w

as covered, namely – issue of Citizenship C

ertificate. This particular

Service has been assessed internally as well as has been benchmarked externally (with similar Service being delivered in India and

in United States of America) using a certain pre-defined parameters. The design considerations have thereafter been derived and are

listed in Sub-section 14.1.4.

14.

14.

14.

14. Issue of

Issue of

Issue of

Issue of Citizenship Certificate




14.1.1

14.1.1

14.1.1





Following parameters have been utilized for assessment of the Service of MoHA as covered by PwC Team:



3. How and where does one apply for a Citizenship Certificate


5. How much time is taken to process an Application and issue the Citizenship Certificate

6. Is there any data that is cross-verified and shared with other Departments while issuing the Citizenship Certificate

14

1414

14.1.2

.1.2

.1.2


Self Assessment

Self Assessment

Self Assessment

• Applicants have not yet been provided with the facility to submit their Applications for Citizenship Certificate via Internet and

also CCDS has not yet been im

plemented in most of the CDO Offices.

• It was observed that at Lalitpur CDO, in spite of having implemented CCDS, the Applicants themselves were carrying their

Files from one Officer to another during the processing of their cases.

• In spite of collecting the Biometric Data from the Applicants, at present there is no procedure in place for interfacing with

other Departments / Agencies that are collecting the Biometric data as well (to effective de-duplicate & utilize the same)

Nepal GEA


Page 135 of 149

BPR Report

• There are no electronic interfaces between different CDO Offices to cross-check the details of migrants from one district to

another while issuing Citizenship Certificate

• As m

ajority of the citizen data that is with the CDO Offices is not digitalized or cannot be shared easily, it is quite difficult to

verify the details of their Parents and Spouses as provided by the Applicants

• Digital Copy of the Citizenship Certificates are not available to anyone who desires to confirm

their authenticity or desires to

see them online

• MoHA has to immediately look at incorporating suitable Security Features (such as Digital Signatures) to ensure sanctity &

legality of data being accessed, processed and stored during issue of Citizenship Certificate across various levels.


oHA and other Departments / Agencies to cross-verify the data as

provided by citizens while applying for a C

itizenship Certificate. For instance, there is no provision for MoHA to digitally

verify the authenticity of a Birth Certificate as provided by an applicant with the relevant Municipality / VDC.

14

1414

14.1.3

.1.3

.1.3





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

USA

USA

USA

USA

1


service

MoHA

Ministry of Home Affairs (MHA)

US Citizenship & Immigration

Services (USCIS)

2


Computers


Manual


3

How and where does one apply for a


Manually at CDO

Offices

Manually at District Collector / District

Magistrate Offices

Manually at USCIS Field Offices

4

How is Applicant’s data stored (manually

or digitally)

Manually

Manually

Digitally

Nepal GEA


Page 136 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

USA

USA

USA

USA

5


Application and issue the Citizenship

Certificate

½ working-day

3-4 months

4-6 weeks

6


and shared with other Departments while

issuing the Citizenship Certificate

None

Immigration data (Ministry of External

Affairs) + Domicile Data (State Govt.)

Citizens’ data + Immigration data

(State Department)

Even though the process of issue of Citizenship Certificate is quickest in Nepal (as compared to India or USA), there are no

appropriate interfaces in place for cross-verification and sharing of applicants’ data between MoHA and other Ministries /

Departments (unlike USA where USCIS shares and cross-verifies the applicants’ data with State Department and other Agencies).

14.1.4

14.1.4

14.1.4


Design Principle

Design Principle


s for BPR

s for BPR

s for BPR

Design Principles

Design Principles

Design Principles

Design Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. MoHA would implement the CCDS at all CDO Offices across Nepal and

would also ensure that Digital Signatures are issued to all its relevant

Users

• MoHA would have to allocate suitable funds for enabling

additional features (such as online application for

Citizenship Certificate, Digital Signatures, etc.) into CCDS

and also for its subsequent rollout across the Country





legality of and adherence to new flow (especially for

allowing citizens to submit their Applications online)


B. MoHA would ensure a Secure Data Repository (with suitable DR plan) is

created for Citizen data and that all the m

anually-stored citizen-records

are digitalized at the earliest

C. Facility to apply online for Citizenship Certificate would be provided

Nepal GEA


Page 137 of 149

BPR Report

Design Principles

Design Principles

Design Principles

Design Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

D. MoHA would provide the Applicants with the facility to upload their

Supporting Documents while applying for Citizenship Certificate


• MoU have to be signed with other Ministries / Departments

for cross-verification and sharing of citizens’ data

• Suitable arrangements would have to worked out between

MoHA and Municipalities / VDCs for simultaneously issuing

Birth Certificate and Citizenship Certificate to the children

born to Nepali Citizens

E. Applicants would be provided the facility to track status of their request

for Citizenship Certificate via website or their Mobile Phones

F. MoHA would make Digitally-signed Copies of Citizenship Certificate

available online (with controlled access)

14.1.5

14.1.5

14.1.5


Data Requirements

Data Requirements


for BPR

for BPR

for BPR

Data required

Data required

Data required

Data required

Supplier

Supplier

Supplier

Supplier

Search Variable

Search Variable

Search Variable

Search Variable

While processing applications from Nepali citizens for

Citizenship Certificate:

• Applicant’s Details

o Name

o Gender

o Date of Birth

o Father’s Name

o Grandfather’s Name

• Citizenship Details of Applicant’s Father

o Citizenship No.

o Date of Issue

o Issuing Office

o Issuing District

• Citizenship Details of Applicant’s Mother

o Citizenship No.


Citizenship No. of Applicant’s Father &

Mother


Driving License No. of Applicant’s

Father & Mother


Birth Certificate No. of Applicant and

his / her Father & Mother


Voter Registration No. of Applicant’s

Father & Mother

Nepal GEA


Page 138 of 149

BPR Report

o Date of Issue

o Issuing Office

o Issuing District

• Perm

anent Address

o Block No.

o Ward No.

o Tole


o District


o Block No.

o Ward No.

o Tole


o District


Passport No. of Applicant and his / her

Father & Mother

14

1414

14.1.6

.1.6

.1.6

.1.6 Additional

Additional

Additional


Web Services that

Web Services that


would be

would be

would be possible

possible

possible

possible after BPR

after BPR

after BPR

after BPR

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A. Apply online for Citizenship Certificate

Citizens

MoHA (via

CCDS)

Various details of the

applicants (as

mandated by MoHA)


B. Know the status of application for

Citizenship Certificate (via website or via

SMS)

Citizens

MoHA (via

CCDS)

Unique Application

No.


accepted / under evaluation /

processed)

C. Verify domicile / property-ownership data

of Applicant

MoHA

DoLRM

Address of the

Property as cited by

Property ownership details

Nepal GEA


Page 139 of 149

BPR Report

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

the Applicant

D. Verify Birth Certificate of Applicant

MoHA

Municipality /

VDC

Applicant’s Name or

Citizenship No. of

Applicant’s parents or

Applicant’s Address

Birth Certificate details

E. Get Citizens’ details / View Digital Copy

of Citizenship Certificate

• Relevant Govt.

Agency


by the citizen

MoHA

Citizenship No.

Various details of the Citizen as

available with MoHA

Nepal GEA


Page 140 of 149

BPR Report

15.

15.

15.

15.

Department of Post

Department of Post

Department of Post

Department of Post

In the Current State Assessment, instead of a Government Service the Tele-Center Network (that is being established across Nepal

with the primary idea of providing access to various e-Services to the common citizens) has been assessed from DoP. This

Infrastructure has been assessed internally as well as has been benchmarked externally (with CSC Network of Punjab State in India)

using a certain pre-defined parameters. The design considerations have thereafter been derived and are listed in Sub-section 15.1.4.

15.1

15.1

15.1

15.1 Tele

Tele

Tele

Tele- ---Center Network

Center Network

Center Network

Center Network

15.1.1

15.1.1

15.1.1





Following parameters have been utilized for assessment of the Service of DoP as covered by PwC Team:

1. Owner Department / Agency

2. Spread / Numbers

3. Infrastructure available

4. Services being delivered

5. Funding Model being followed

6. Value Proposition being provided

15

1515

15.1.2

.1.2

.1.2


Self Assessment

Self Assessment

Self Assessment

• There are about 200+ Tele-Centers in Nepal and the plan is to take their number to about 800 in the near future.

• Currently the Tele-Centers are being used for Inform

ation-dissemination, Telephony, Internet Access, Desktop Publishing

Services, Basic Computer Education & Training, Video Conference facility, etc. and a very few G

overnment Services are

being routed through them

• Awareness regarding the Tele-Centers (and their potential in e-G

overnance) is low not only amongst the citizens but also

within the Government

• Unlike CSC Network of India, the Tele-Centers are not categorized as “Core ICT Infrastructure” in Nepal and subsequently

a larger support & management mechanism to effectively utilize their potential is missing

Nepal GEA


Page 141 of 149

BPR Report

15

1515

15.1.3

.1.3

.1.3





Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India (Punjab State)

(Punjab State)

(Punjab State)

(Punjab State)

1

Owner Department / Agency

Department of Post

State Departments of IT

2

Spread / Numbers

200+

2500+

3

Infrastructure available

• Fully-furnished Office Space

• 2 PC (with UPS)

• 2 Printers (Inkjet + Dot matrix)

• Wired /Wireless Connectivity ( as

per availability)

• Scanning Machine

• Fax machine

• Photocopy machine

• Fully-furnished Office Space (100–150 sq. ft)

• 2 PC (with UPS)

• 2 Printers (Inkjet + Dot matrix)

• Digital / Web Camera

• Waterm

arked Stationary (for printing Certificates)

• Genset / Inverter

• Mobile Phone

• Wired /Wireless Connectivity ( as per availability)

• Scanning Machine

• Biometric Reader

• Smart Card Reader & W

riter

4

Services being delivered

G2C Services

G2C Services

G2C Services

G2C Services

• Inform

ation-dissemination

B2C Services

B2C Services

B2C Services

B2C Services

• Telephony

• Internet Access

• Desktop Publishing Services

• Basic Computer Education

• Video Conference facility

G2C Services

G2C Services

G2C Services

G2C Services

• Inform

ation Dissemination (general inform

ation,

download Application Form

s, etc.)

• Land Records (Copy of RoR, application for

Mutation, etc.)

• Vital Registration (Birth Certificate, Marriage

Registration, etc.)

• Online Bill Payment (W

ater, Electricity, phone, etc.)

• Transport (application for Driving Licenses, Vehicle

registration, perm

its, etc.)

• Agriculture (application for subsidies / assistance,

Nepal GEA


Page 142 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India


(Punjab State)

(Punjab State)

(Punjab State)

etc.)

• Municipality Services (application for Property

Registration, payment of tax, etc.)

• Welfare Services (application for Pensions, Ration

Card, Subsidies, etc.)

• Education Services (application for admission,

scholarships, exam-results, etc.)

• Passport

• Grievance Redressal

B2C Services

B2C Services

B2C Services

B2C Services

• IT services (Printing, Scanning, DTP, web surfing,

etc.)

• Agri-business services (consulting, testing,

inform

ation, Sales procurement, etc.)

• Banking and Financial Services (Loans, Deposits,

Micro-finance, etc.)

• Telecom Services (PCO, Post-paid/pre-paid

connections, mobile phone sales)

• Commercial S

ervices (Matrimonial, Astrology, Bio-

data, etc.)

• Retail Sales & Referrals (FMCG, Consumer

Goods, Durables, Vehicles, etc.)

• Education Services (IT Training, English Speaking,

etc.)

• Health (Tele-m

edicine, OTC medicines, etc.)

• e-Commerce (Online shopping, Trading, etc.)

B2B Services

B2B Services

B2B Services

B2B Services

• Market Research

Nepal GEA


Page 143 of 149

BPR Report

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India


(Punjab State)

(Punjab State)

(Punjab State)

• Rural B

PO Services (Data Collection, Data

Digitalization, etc.)

• Advertising, Branding and Promotions

5

Funding Model being followed

DoP’s own funds

Funding from Central Government + Funding from State

Government + PPP Model

6

Value Proposition being provided

None

• One-stop Shop for all G2C, B2C and B2B Services

• Avenue for Employment for Village level

Entrepreneurs (VLE)

The CSC Networks of Indian States are m

uch advance in term

s of their infrastructure, their coverage / reach and also the portfolio of

services that are being offered. Furtherm

ore, the State Governments in India are actively utilizing PPP Models in setting-up their CSC

Networks to ensure that firstly the cost of the project is shared and secondly m

ore employment opportunities are created (for Village

level E

ntrepreneurs, Data Entry Operators, etc.).

15

1515

15.1.4

.1.4

.1.4

.1.4 Design

Design

Design

Design Principle

Principle

Principle

Principles for BPR

s for BPR

s for BPR

s for BPR

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. Request the Government of Nepal to declare Tele-Centers as a part of

the Core e-G

overnance Infrastructure

• Suitable funds have to be allocated for establishing (and

publicizing) Tele-Centers across the Country. These can be

from within the Government and from PPP Models

• The legality and sanctity of routing various Government

Services via Tele-Centers has to be ensured via suitable

B. Sign suitable MoU with various Ministries / Departments to have their

Services routed via the Tele-Centers and for using these as One-stop

Shop for all G2C, B2C and B2B Services

Nepal GEA


Page 144 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

C. Standardize the Infrastructure Specifications for the Tele-Centers (after

taking suitable inputs from the Ministries / Departments whose Services

would be offered)

Government Orders

D. Devise suitable Business Models to share the cost of establishing and

operating the Tele-Centers

E. Devise and implement suitable Communication Strategy to ensure that

citizens, business and other Ministries / Departments are aware of the

Tele-Centers and the benefits that they offer

15.1.5

15.1.5

15.1.5

15.1.5 D DDData Requirement

ata Requirement

ata Requirement

ata Requirements for BPR

s for BPR

s for BPR

s for BPR


Nepal GEA


Page 145 of 149

BPR Report

16.

16.

16.

16.




Nepal Rastra Bank (NRB) – ––– Central Bank of Nepal

Central Bank of Nepal



In the Current State Assessment, 1Service from NRB was covered, namely – Submission of Periodic Data from Banks & Financial

Institutions. This particular Service has been assessed internally as well as externally (with similar Service being delivered in India by

Reserve Bank of India and in England by the Bank of England) using a certain pre-defined parameters and thereafter the design

considerations (as listed in Sub-section 16.1.4) have been derived.

16.1

16.1

16.1

16.1 Submission of Periodic Data from Banks & Financial Institutions

Submission of Periodic Data from Banks & Financial Institutions



16

1616

16.1.

.1.

.1.

.1.1 111 Parameters for As

Parameters for As

Parameters for As


sessment

sessment

sessment

Following parameters have been utilized for assessment of the Service of NRB as covered by PwC Team:



3. How is Periodic financial data Collected from Banks & Financial Institutions

4. How is Periodic Data Analyzed and Evaluated

5. How is Financial data stored(e.g. manually or in a IT-enabled system)

6. Is there any report shared with other departments

16.1.2

16.1.2

16.1.2

16.1.2 Self

Self

Self

Self- ---Assessment

Assessment

Assessment

Assessment

• Banks & Financial Institutions have not yet been provided with the facility to submit their Reports via Internet

• Financial Data is stored in Access and Excel form

at, which lacks security standards

• At present NRB is not using any Data Analysis and Reporting tool

Nepal GEA


Page 146 of 149

BPR Report

16

1616

16.1.

.1.

.1.

.1.3 333 Service

Service

Service


Benchmarking

Benchmarking

Benchmarking

Parameter

Parameter

Parameter

Parameter

Nepal

Nepal

Nepal

Nepal

India

India

India

India

England

England

England

England

A.


NRB

Reserve Bank of India

Bank of England

B.

Service being delivered manually or via Computers Manually


Computerized

C.

How is Periodic financial data Collected from Banks

& Financial Institutions

Email or Fax or Hard Copies

Email or Fax or Hard Copies O

nline

D.

How is Periodic Data Analyzed and Evaluated

Through Access and Excel

Through Data analysis tool

Through Data analysis tool

E.

How is Financial data stored(e.g. manually or in a

IT-enabled system)

Access and Excel

Secure Database

Secure Database

F.

Is there any report shared with other departments

Yes

Yes

Yes

In India and England secure database is used for storing financial data and Data analysis tools are used analyzing and evaluating the

financial data from FIs. Bank of England has a secure web based application for collecting financial data from FIs.

16

1616

16.1.

.1.

.1.





Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

A. NRB would provide Secure Online Accounts (on-demand) for

Banks & Financial Institutions to electronically submit the

•

New system being developed by NRB should include following

Nepal GEA


Page 147 of 149

BPR Report

Principles

Principles

Principles

Principles

Broad Implications

Broad Implications

Broad Implications

Broad Implications

prescribed Reports on periodic basis (with facility for automatic

Alerts regarding pending Reports)

functionalities

•

Multiple user logins for Banks & FIs and facility for uploading

signed documents

•

Expandable Data Storage Capacity

•

Time would be saved in gathering Financial Data

•

Banks & Financial Institutions need to legally authorized the nodal officer

for sending financial data

•

Suitable training need to be given to FIs Personnel for sending and

uploading of suitable financial data

•

Suitable training need to be given to NRB Personnel for how to Use Data

Analysis & Reporting tool and for how to Exchange Relevant Data

•

Identification of offsite locations for DR Plan

•

NRB should set up proper linkages with other Government Agencies as per

GEA standards

•

NRB need to legally authorized the Nodal Officer for Exchanging the Data

with different Government Agencies and Financial Institutions

B. NRB would ensure a Secure Data Repository (with suitable

DR plan) is created for Reports as received from various

Banks & Financial Institutions

C. NRB would ensure that Digital Signatures are issued to all

users of the computerized system

D. NRB would start utilizing suitable Data Analysis Tools for

analyzing the Reports as received from various Banks &

Financial Institutions

16

1616

16.1.

.1.

.1.






16

1616

16.1.

.1.

.1.





Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

A.

Online submission of Financial data

• Banks

• Financial Institutions

• NRB

• Financial details


Nepal GEA


Page 148 of 149

BPR Report

Service

Service

Service

Service

Potential Consumers

Potential Consumers

Potential Consumers

Potential Consumers

Producer

Producer

Producer

Producer

Input Variables

Input Variables

Input Variables

Input Variables

Outputs

Outputs

Outputs

Outputs

B.

Online Sharing of Inform

ation across

other Agencies

• Government Agencies • NRB

• Required Inform

ation

Details

• Digitized Inform

ation

Nepal GEA


Page 149 of 149

BPR Report

Annexure-1: Parameters utilized for Business Process Evaluation

Par

amet

er

Wei

gh

tag

e al

loca

ted

1.

Process Modelling / P

rocess Nature (Production, Adm

inistrative, Ad-hoc & Collaborative)

15%

2.

Process Collaboration / P

rocess Analytics

5%

3.

Process Technology / S

upport

5%

4.

Workflow Managem

ent

5%

5.

Data Security Managem

ent

10%

6.

Data Sharing / Inter governm

ental &

cross agency Inform

ation Sharing

10%

7.

Knowledge Managem

ent

15%

8.

Organizational M

andates ( Laws, Regulations & Policies) Involved

10%

9.

Enterprise Strategy & Transition Managem

ent of S

ervice

10%

10. Perform

ance Managem

ent &

Reporting

5%

11. Workforce Managem

ent / Hum

an Capital M

anagem

ent

10%