Hello Sarkar Resolves Over 65,000 Complaints; AI Upgrade Planned

 

Kathmandu. The Government is preparing to transform ‘Hello Sarkar’ into an integrated platform for communication between citizens and Government agencies, with plans to incorporate artificial intelligence (AI) technology to improve service delivery and governance.

The Office of the Prime Minister and Council of Ministers is working to modernize the platform as part of the Government’s 100-day administrative reform agenda. Under the plan, the system, which now operates 24 hours a day, seven days a week, will be expanded into a multi-channel platform integrating telephone services, mobile applications, web portals and social media.

According to Krishna Prasad Sapkota, undersecretary at the Hello Sarkar branch, the upgraded system will use AI to automatically convert complaints received through telephone calls into text and forward them to the concerned agencies for action.

The move comes amid a sharp rise in citizen engagement with public service grievance mechanisms. Government data show that 11,932 complaints were registered through the platform in fiscal year 2080/81. By mid-June of the current fiscal year 2082/83, the number had risen to 45,623. 

Since its establishment, the platform has received 116,007 complaints, of which 65,469, or 56.44 percent, have been resolved. Since the formation of the current Government, 7,150 complaints have been fully addressed, while more than 19,000 remain under process.

Among Government agencies, Nepal Police Headquarters has received the highest number of complaints through the platform, totaling 10,975. Complaints related to the Nepal Electricity Authority, the Ministry of Home Affairs, the Integrated Data Management Center, and the health and education sectors also account for a significant share of the cases received.

According to the data, citizens primarily use the Hello Sarkar website and the Citizen App to file complaints, accounting for 47 percent and 42 percent of total submissions, respectively.

The Government’s budget for fiscal year 2083/84 has identified Hello Sarkar as the central platform for communication between citizens and the state. The Government also plans to introduce a digital timecard system in public offices and link complaint handling performance to employee evaluations, with points deducted if grievances are not addressed within a specified timeframe.

Currently, complaints can be filed under 117 categories through the platform. A total of 3,769 Government bodies are connected to the system, while 26 employees provide round-the-clock service in three shifts.

Despite the platform's growing use, officials have identified challenges including repeated complaints on the same issues, malicious or frivolous complaints, and cases filed despite already being under judicial consideration.

The federal Government is also preparing to integrate provincial and local grievance-handling initiatives, including ‘Hello Chief Minister’ and ‘Hello Mayor’, into a unified national framework.

पछिल्लो अध्यावधिक: असार ३, २०८३ ११:१२

टिप्पणीहरू