A CASE STUDY ON E-GOVERNANCE IN NEPAL:
STATE OF E-GOVERNANCE IN Pokhara Metropolitan Office
ABSTRACT
ICT encompasses both the internet-enabled sphere as well as the mobile one powered by wireless
networks. It also includes antiquated technologies, such as landline telephones, radio and
television broadcast -- all of which are still widely used today alongside cutting-edge ICT pieces
such as artificial intelligence and robotics. ICT is sometimes used synonymously with IT (for
information technology); however, ICT is generally used to represent a broader, more
comprehensive list of all components related to computer and digital technologies than IT. The
list of ICT components is exhaustive, and it continues to grow. Some components, such as
computers and telephones, have existed for decades. Others, such as smartphones, digital TVs
and robots, are more recent entries.
Even discussions on electronic governance, or e-governance, might sound like misplaced priority
in present-day Nepal when, in general, the brick-and-mortar governance itself is making a volte-
face. Nepal ranks 137 among 193 countries in the e-governance development index (EGDI) in a
world that excelled in e-governance over the last 30 years by using information and
communication technology (ICT). The United Nations defines e-governance as "the
application of ICT in government operations, achieving public ends by digital means".
Therefore, e- governance has the twin objectives of paperless and speedy public policy decisions
through bureaucratic processes and operations and efficient and effective service delivery to
citizens and businesses. The end goal is good governance by every level of government. e-
governance-enabled public service delivery has increasingly become a pipe dream for all and
sundry. Long queues of people in front of the Passport Department, vehicle registration offices
and a waiting list of about a million across the country to obtain a driving licence are only a few
examples that manifest very inefficient, if any, use of ICT by even resourceful government
offices.
TABLE OF CONTENTS
1. Introduction
1.1. Background of the study
1.2. Purpose of the study
1.3. Objectives of the study
1.4. Research Design and Methodology
1.5 Research Findings
2. Findings, Conclusion and Recommendations
2.1. Conclusion
2.2. Findings
2.3. Challenges/Limitations
2.4. Future Recommendations
3. References
1. INTRODUCTION
Electronic Governance is the application of Information and Communication Technologies
(ICTs) for delivering government services through the integration of various stand-alone systems
between Government-to-Citizens (G2C), Government-to-Business (G2B), and Government-to-
Government (G2G) services. It is often linked with Back-office processes and interactions within
the entire government framework. Through e-Governance, government services are made
available to the citizens in a convenient, efficient, and transparent manner. In the scenario
nowadays organization use E-Governance system. Citizen, today has access to faster and cost-
effective online platforms for planning so all the system should be through online. New
technologies have offered flexibility and choices during activities such as taking all the
Metropolitan City services online. Similarly, potential citizen can read and take reviews and
feedback online only. There have been several research on general e-governance adoption in
developing countries but very few have focused on the metropolitan sector. It is widely
recognized that the factors impacting e-governance adoption differ greatly for every industry.
We went to the office of Metropolitan city Pokhara situated in New road, Pokhara where we
asked questions about Adaptation of E-governance in office and Organizational activities, and
ICT implementation. We talked to the IT officer of the office Mr. Ashok Dware, officer 6th level
about all sorts of questions listed below.
1.1 Background of the Study
Identification of ICT and use in Nepal and in government sector with the aim of creating jobs,
updating server and work load, and sharing and maintaining system developing, protecting and
promoting server in the office. With the passage of time, it seems that the name of the worker is
also changing according to the expansion. At present, there are 6 metropolitan offices namely
Kathmandu, Pokhara, Bharatpur, Birgunj, Biratnagar, Lalitpur and all the six offices are
practicing the Implementation of E-Governance system In Providing Services.
1.2 Purpose of the Study
The world is changing and is becoming more reliant on ICT devices. The main purpose of this
study is to observe the level of integration of these ICT devices in government organization and
the services they provide.
1.3 Objectives of the Study
The major objectives of this case study are as follows:
To observe the implementation of ICT devices in Governmental works.
To identify the challenges and roadblocks in this implementation process.
To find the route to possible success strategy.
1.4 RESEARCH DESIGN AND METHODOLOGY
1.4.1 Research Methodology
The research methodology is one of the principal tools while conducting research. It incorporates
the fundamental philosophy of research methodology, the research approach, strategy, choice
and time period. The research philosophy, approach, strategy, data collection and analysis
techniques that were used in this research are discussed in this topic.
1.4.2 Research Plan and Design
The use of explanatory research has been conducted during the preparation of this case study.
The finding of this research is entirely based on the primary data collected from the interview of
a ranked government official. There is no implementation of statistical tools for this case study.
1.4.3 Description of Sample
An interview was conducted for the collection of the required data. The study was conducted to
find the current status of Implementation of E-Governance in governmental sector from a trusted
source. Their expertise was taken into account while creating a broad questionnaire of 4
questions. The responses were informative and reflective of the current status of our country’s
policies and initiatives.
1.4.4 Research Questions
1. What are the ICT devices and applications in use in the organization?
2. How accessible are software, information and services to Citizens?
3. What are the services provided by this organization?
4. What is the model of operation for the future?
1.4.5 Research Findings
Information was abundant from the interview from the questionnaire above. The findings from
the said interview have been filtered and major information has been extracted for the reading
convenience as follows:
As the workload is heavy and personnel in the organization are required to handle
multiple tasks and deal with multiple people at an instance there is fair use of computers.
They use Hotline Services for providing better service to citizens. These adoptions in new
technology have made job handling easier, faster and more reliable. Though they use
multiple computers, the data is dealt with the traditional filing method. This approach has
been the Achilles heals for the organization as it seeks to integrate a large amount of data
into the country’s data pool.
The users can visit pokharamun.gov.np to find information and notices about the
organizational activities, visit dates, form fill-ups, etc. This site provides comprehensive
information about the facilities provided by this organization
The main goal of this organization is to have the proper software(currently under
development & contracted by the government of Nepal) for digital data integration
and proper E-governance strategies can be implemented.G2G, G2C &G2B are some
of the important aspects this organization is looking forward to integrating as the industry
is becoming ICT dependent. These steps will allow the easy authentication and regulation
of old and new users. And also will make it easier for E-tourism integration, where every
part of the organizational activity will be done digitally.
2. Findings, Conclusion and Recommendations
2.1 Conclusion
These organizations in each province are great services to the citizens. Although the work
towards its integration is slow and traditional methods are still in practice, there are great
initiatives placed for a better tourism approach.
2.2 Findings
This study has outlined some major factors contributing to the challenges faced in the
implementation of e-governance. While the digital divide does make a good portion of it, the
major challenges lie in the inability to get better software and system created for it. The lack of
coordination between the Central Ministry and the provincial offices is also another cause for no
significant improvement.
Objective 1
To observe the implementation of ICT devices in Governmental organization Even though we
saw multiple computers on the desk of the personnel, only one computer on the reception table is
of main use. It is primarily used to monitor and publish notices on the website. It is also used to
accept the forms filled by users from home. It provides the functionalities like trekking ID card
generation and hotel registration form fill-ups. During our visit, we found out the minimal use of
ICT devices in comparison. The bulk of the work is still done using traditional approaches and
visiting the organization is a must.
Objective 2:
To identify the challenges and roadblocks in this implementation process. The lack of proper
software is the primary reason for the poor implementation of ICT devices and functionalities in
this organization. Most of the workforce is of the New Generation and understands the positives
of using these devices and functionalities. But lack of proper software is hindering the day-to-
day activities and leading the organization towards the use of the traditional approach each step
of the way. There is no central database for the data to be digital so the traditional filing and
record-keeping approach is making this organization slow and time-consuming. Information
gathering can also be cumbersome as the site is not regularly updated as it uses a static
cataloging approach where the only developer of the site can change core and main
Objective 3:
To find the route to possible success strategy in this digital age where everything is done online
government and organizations should adapt to new requirements. Digital data, proper E-
governmental functionalities, and personnel with proper knowledge of ICT devices are required
for the proper functionality of E-tourism. Integrating these services will surely help in the
advancement of functionalities in this organization.
2.3 Limitations
The possible limitation of the data we gathered are:
Universal public Internet access and dynamic IT applications-oriented literacy is a far-
fetched theory.
Reliability of the digitally published information when rules, regulations, and
requirements get changed on daily basis remains questionable.
2.4 Future Recommendations
There are tons of further research that could be carried out. Proper integration of ICT devices and
utilization of digital data is the primary factors. This research has only given the idea of E-
Governance in Nepal, its importance being paramount for developing country like Nepal; many
of our organizational limitations can be realized through further research.
3. References
E-Governance. (2017), Department of IT, https://doit.gov.np/en/page/e-
governance.EGovernance adoption in developing country like Nepal Metropolitan office
Pokhara https://pokharamun.gov.np/
