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Jagdish Khadka is the Chief Executive Officer (CEO) of eSewa. He has an experience of more than a decade in the digital banking field. Shreya Shrestha of ApEx talked with him regarding eSewa as a key player in Nepal’s digital landscape and its journey over the years. Excerpts:

eSewa has been a key player in Nepal’s digital transformation. How do you assess its impact on financial inclusion over the years?

Over the years, eSewa’s most significant achievement has been building trust among users by demonstrating that digital payment is not only possible but also secure, reliable, and convenient. We have focused on raising awareness and promoting digital literacy, which has made digital payments accessible and practical for everyone. To reach this stage, our efforts as a company have been pivotal. However, inclusivity has been a core principle—ensuring that our services extend beyond urban areas to every corner of the country. We are proud to be present in all 753 local bodies through our network of agents. These agents actively advocate for digital payments, addressing questions of trustworthiness and security while showcasing the convenience of mobile transactions. As a result, we are now witnessing payments being made seamlessly across the country. This reflects the trust and credibility we've built, proving that mobile-based digital payments are a reality for all, bridging gaps and empowering users nationwide.

Given Nepal’s economic landscape, what challenges did eSewa face in encouraging people to adopt digital payments, and how were these addressed?

First and foremost, for anyone providing a service, it is essential to embrace digitization. When it comes to payments, preparation is key—understanding what you’re selling or paying for is crucial. This was our biggest challenge in the beginning. Initially, we manually handled processes, such as scratching recharge cards, recording numbers in Excel, and uploading them later. That’s how it all started. Over time, merchants and businesses began recognizing the importance of digitization, leading to integration and gradual adoption of digital tools. This shift marked the beginning of a more organized and civilized approach to transactions. Alongside this, we focused on raising awareness about the use of digital platforms for merchants, which presented its own challenges. To address these challenges, we implemented strategies such as cashback offers, roadshows, campaigns, gifts, incentives, and mobilizing our agents and field staff. Our efforts extended to institutional collaborations, local bodies, and media partnerships, which played a significant role in disseminating our message. These initiatives not only raised awareness but also encouraged merchants to enhance their offerings, making digitalization more appealing and practical. In summary, awareness, service digitization, and building trust were our three biggest challenges. Despite these hurdles, we overcame them, and today, we stand here to the progress that can be achieved with persistence and innovation.

How does eSewa contribute to sustainable economic practices in Nepal while supporting efforts to reduce carbon emissions and promote eco-friendly financial solutions?

In the context of sustainability, eSewa embodies a paperless and cashless service model, significantly contributing to reducing carbon emissions and promoting efficient business practices. By transitioning from traditional methods to digital solutions, eSewa has enhanced business efficiency and environmental sustainability. For instance, tasks that previously required manual oversight, such as cash handling or bill clearance, are now seamlessly managed through digital devices, eliminating the need for physical presence and paper-based transactions. This shift has improved operational efficiency, financial processes, and capital mobilization. Additionally, the convenience of real-time money transfers and digital billing reduces the reliance on physical resources, such as paper and transportation, which indirectly lowers energy consumption and carbon emissions. For example, previously, paying an electricity bill required individuals to travel to offices, consuming time, energy, and fuel. With eSewa, such tasks are now completed digitally, reducing both the carbon footprint and the effort involved. Overall, eSewa not only drives business and operational sustainability but also aligns with environmental goals by promoting digital transformation. Its inclusive platform addresses diverse needs, offering sustainable solutions for businesses and individuals alike.

Could you elaborate on eSewa’s most groundbreaking innovation to date?

One of the most groundbreaking innovations introduced by eSewa is the top-up feature, which has revolutionized convenience in digital platforms. Additionally, we have continuously expanded our range of services, building trust among users by enabling seamless payments anytime, from anywhere. Our focus has been on providing an easy and smooth user experience, ensuring that customers feel confident and comfortable using our platform. Beyond this, we have also made significant strides in improving internal technologies and enhancing our service delivery methods to meet evolving user needs effectively. These efforts collectively reflect our commitment to innovation and customer satisfaction.

As digital payment systems evolve, how is eSewa leveraging technology to improve its services and user experience?

We can describe this era as the AI breakthrough period, where we have been actively integrating cutting-edge technologies. One key innovation is EVA, our AI-powered chatbot, which leverages machine learning to deliver intelligent and efficient customer interactions. Additionally, we have enhanced customer service by introducing personalized solutions, where AI and machine integration play a critical role in driving efficiency and improving user experience. By embracing these impactful advancements, we are creating a significant positive impact on our services and redefining customer engagement.

How does eSewa ensure inclusivity, particularly for rural populations and marginalized groups, in its services?

It is remarkable to note that a significant portion of our users comes from rural and marginalized communities. This is likely because, for many, our service is one of the few accessible options available. We’ve designed eSewa to be inclusive and user-friendly, recognizing that mobile phones are now a common tool for transactions, even in remote areas. To cater to diverse users, our app is localized with a Nepali language option, making it accessible to those with limited literacy. In addition, we operate 13 branches across the country to extend our services further, build trust, and educate users about digitization. These branches are instrumental in raising awareness and supporting users in embracing digital financial solutions. We have also prioritized inclusivity for merchants and specific groups. Over time, we’ve introduced various incentives tailored to female entrepreneurs, students, and marginalized communities. To ensure greater impact, we’ve conducted region-specific campaigns and programs in local languages, often collaborating with local influencers to connect more deeply with these communities. Through these efforts, we continue to foster inclusivity and accessibility in Nepal’s digital landscape.

Could you share examples of partnerships that have significantly boosted eSewa’s impact?

In our company culture, the ‘tiger on a cliff’ embodies our core values, where the C in cliff stands for collaboration. Collaboration is at the heart of everything we do at eSewa. Our long journey of success would not have been possible without the partnerships we’ve cultivated along the way. Our agent network has been pivotal in this growth. Initially, 10 percent of users were brought in by the company and 90 percent by agents, but over time, this dynamic reversed, thanks to the dedication of our agents. They played a crucial role in raising awareness about eSewa, introducing both users and merchants to our services, and helping establish our brand in the market. Beyond agents, we have built strong partnerships with local governments, organizations, and development agencies like DFIs. Together, we have successfully implemented numerous impactful projects. These collaborations have allowed us to educate, motivate, and create meaningful change within the digital financial ecosystem. By working hand in hand with these partners, we have not only expanded our reach but also strengthened the digital payment infrastructure, ensuring eSewa continues to empower individuals and communities across Nepal.

With rapid advancements in digital finance globally, where do you see eSewa in the next five to ten years?

At the core of eSewa lies our commitment to payments, around which we aim to integrate a wide range of services such as insurance, finance, savings, and investments. These offerings are designed to address the evolving lifestyles and financial needs of people in a holistic manner. Looking ahead, we envision incorporating cutting-edge AI innovations to enhance our services, making them smarter, more intuitive, and user-friendly. Our aspiration is to become an exemplary company that not only serves Nepalis but also becomes the go-to digital payment solution for anyone visiting Nepal. We strive to make eSewa a symbol of trust, convenience, and innovation in the digital financial landscape.

The Donald Trump administration’s decision to freeze all foreign aid has begun to show its effects in Nepal. US Secretary of State Marco Rubio issued an internal memo to all relevant agencies and diplomatic missions, announcing the suspension of foreign aid with exceptions only for emergency food assistance and military funding for Israel and Egypt.

In Nepal, USAID and its implementing partners have temporarily halted numerous ongoing projects. Pre-scheduled visits from US officials to Nepal have also been canceled. Organizations working with USAID now face an uncertain future, with no clarity on the fate of previously signed projects. Officials indicate that all activities will remain suspended for the next three months, adding to the ambiguity surrounding existing programs.

USAID has been Nepal’s largest donor in sectors such as health, education, agriculture and food security, water and sanitation, energy, environment and humanitarian assistance. Organizations collaborating with USAID were reluctant to comment on the impact of the freeze but acknowledged they were rushing to communicate with stakeholders about the decision.

The memo seen by Agence France-Presse (AFP) explicitly states, “No new funds shall be obligated for new awards or the extension of existing awards until each proposed new award or extension has been reviewed and approved.” This directive effectively pauses US funding for critical initiatives like PEPFAR, an anti-HIV/AIDS program launched under President George W Bush in 2003. PEPFAR, which has saved an estimated 26m lives, primarily in developing countries, is now facing uncertainty. The memo permits exceptions on a case-by-case basis and allows temporary funding for salaries and administrative expenses during this period.

The freeze comes with an 85-day timeline for an internal review of all foreign assistance. Rubio justified the decision by stating that it was necessary for the new administration to ensure foreign aid commitments were not duplicated, were effective and aligned with President Trump’s foreign policy priorities. Rubio, once a proponent of development assistance, noted the need for greater oversight.

The US has long been the largest donor in dollar terms, providing more than $64bn in overseas development assistance in 2023, according to the Organization for Economic Cooperation and Development. However, the Trump administration’s approach marks a significant departure from bipartisan support for foreign aid in Washington.

On his first day in office, Trump signed an executive order suspending foreign assistance for 90 days. Anti-poverty organization Oxfam criticized this move, calling it a drastic shift from a longstanding US consensus on foreign aid. “Humanitarian and development assistance accounts for only around one percent of the federal budget; it saves lives, fights diseases, educates millions of children and reduces poverty,” said Oxfam America President Abby Maxman. She warned that cutting these programs could have severe “life or death consequences.”

Trump’s decision to withdraw from the Paris Climate Accord and the World Health Organization further compounds potential challenges for countries like Nepal, where foreign aid plays a vital role in addressing critical issues.

In May 2022, the Nepal government and USAID signed a five-year assistance agreement worth $658m. The grant aimed to strengthen democratic governance, promote enterprise-driven economic growth, and build resilience in communities most vulnerable to natural disasters and climate change. This partnership highlighted the long-standing collaboration between the US and Nepal in addressing developmental and environmental challenges.

However, the recent freeze has cast doubt on the continuation of such initiatives. USAID operations in neighboring countries like Bangladesh have also come to a halt, citing the executive order. The suspension of foreign assistance underscores the Trump administration’s shifting priorities and its potential repercussions for vulnerable nations like Nepal.

As the freeze unfolds, the implications for Nepal’s development, public health and disaster resilience remain uncertain. The situation demands close monitoring, as delays in funding and project implementation could disrupt critical progress across multiple sectors.

The recent earthquake in Tibet, measuring 7.1 Richter scale, serves as a stark reminder of the seismic vulnerability of our region. While it is heartening to see that rescue operations and emergency responses were mobilized swiftly, the question remains: Are we genuinely prepared for the next disaster? And are we addressing the invisible wounds it leaves behind—those inflicted on mental health?

Nepal is renowned for its diverse geography, spanning from the Himalayas to the lush hills and the Terai region. Despite these natural wonders, Nepal is gripped by geographical challenges every year, leading to numerous crises that result in significant human and material losses. Disasters, whether they are natural or man-made, have become a recurrent occurrence in Nepal. From flooding and landslides to road accidents and earthquakes, these crises cause physical destruction that have lasting effects on people’s mental well-being. 

Since the catastrophic 2015 earthquake, Nepal has made some strides in disaster preparedness. The establishment of search-and-rescue frameworks, community awareness programs, and stricter building codes are steps in the right direction. The government has also emphasized regional cooperation, aiming to pool resources and expertise with neighboring countries. However, gaps in implementation and resource allocation persist, particularly in rural and remote areas, where access to aid remains slow and inconsistent.

Silent toll on mental health

The term ‘disaster’ has become all too familiar to Nepalese. While physical destruction is immediate and visible, the psychological scars of disasters often remain hidden, festering long after the rubble is cleared. Studies following the 2015 earthquake revealed alarming increases in anxiety disorder, depression disorder, and substance abuse among survivors. The recent quake has once again triggered collective trauma, reopening old wounds for many who lived through past disasters.

The aftermath of such events often leads to immeasurable, tangible and intangible losses. While the physical toll is readily apparent, the long-term mental health implications are frequently overlooked. Post-traumatic stress disorder (PTSD) is a prevalent mental health challenge that many individuals in Nepal grapple with following a crisis. What initially presents as stress and irritability ultimately reveals deep-rooted trauma from past disasters. The enduring impact of these crises on mental health cannot be overstated.

Long after the physical signs of destruction have faded, individuals continue to battle the emotional and psychological scars. Despite the passage of time, the pain, stress, and disturbance persist, searing deep into their minds. It is imperative to acknowledge that seeking professional help is not a sign of weakness but a courageous effort to reclaim one's mental well-being. Not everyone has similar coping patterns; few people can cope with anything, whereas many can’t handle even a small amount of stress in daily life. Unfortunately, mental health services in Nepal are still underdeveloped. A lack of trained professionals, limited awareness, and societal stigma hinder timely intervention. This is a gap that must be urgently addressed. 

Disasters not only test physical resilience but also the mental fortitude of individuals and communities. Ignoring this dimension of preparedness risks undermining recovery efforts.

Way forward

Preparedness for future disasters must be holistic, encompassing both physical and psychological aspects. The government and civil society must prioritize mental health as a critical component of disaster response. 

Integration of mental health services: Establish dedicated mental health units within disaster response teams, ensuring immediate access to counseling and psychological first aid.

Community-based support systems: Provide psychological first aid training to local leaders, teachers, and volunteers to provide basic mental health support and identify individuals in need of professional help.

Public awareness campaigns: Reduce stigma around mental health by normalizing conversations and encouraging people to seek help without fear of judgment.

Long-term investments: Strengthen healthcare infrastructure to include mental health as a core component, ensuring sustained support for affected populations.

Call to action

Nepal’s seismic reality demands a proactive and inclusive approach to disaster preparedness. While we cannot prevent earthquakes, we can mitigate their impact through preparedness, education, and compassion. Let this recent event serve as a wake-up call to address not only the physical devastation but also the emotional aftermath of such calamities.

Encouraging conversations, seeking support from friends, family, and mental health professionals, and embracing the power of collective compassion are pivotal steps in the journey towards healing and resilience. Together, we can strive to create a society where mental health concerns are met with empathy, understanding, and accessible support services. Let’s stand united in addressing the long-term impact of crises on mental health and fostering a culture of healing and hope in Nepal.

Everyone is unique, and individual differences make society. One may be good in one way, and another is in the next way. Never think that we should be filled with everything in life. It wouldn’t be a good life if we had everything. Let’s make a culture of asking for help. The resilience of a nation lies not just in its ability to rebuild structures but also in its capacity to heal its people. As we brace for the future, let us remember that preparedness is not just about survival—it is about ensuring that every individual has the tools to recover and thrive, both physically and mentally.

The author is psychiatrist 

As technology changes rapidly, we are faced with new questions about our values, our identities and how we care for our planet. These are questions that philosophy has been thinking about for centuries, but it's only recently that technology has made them more urgent. While technological advances have brought many benefits, they also raise important ethical questions. 

How can we ensure that technology serves humanity in a way that is responsible, fair and mindful of the environment? How can we use technology to improve lives without causing harm to the planet? These are the kinds of questions philosophy can help answer. From my experiences living in different countries—India, Nepal, Korea, and Norway—I’ve come to see how philosophy, technology and sustainability are all deeply connected. The more we bring these areas together, the better prepared we will be to tackle the challenges of the modern world. In India and Nepal, I learned how Eastern philosophy emphasizes the connection between all things. “Vasudhaiva Kutumbakam”, meaning the world is one family, is central to these cultures. This belief teaches us that everything in the world is linked, and that includes technology. Eastern ideas encourage us to think about how our actions, including our use of technology, affect the world around us. They make us ask: how can we use technology to benefit everyone, not just ourselves? How can we make sure technological progress doesn’t harm the environment or deepen inequality?

In these countries, nature is seen as something sacred, and people are encouraged to live in harmony with it. This idea pushes us to consider the impact of our actions on the planet and those who are less fortunate. In Norway, I was introduced to Western views on technology, which offer a different perspective. For example, German philosopher Martin Heidegger argued that modern technology tends to turn nature into something we can use up, without considering its long-term consequences. He argued that we treat the Earth as a resource to be consumed, rather than something to be respected. This idea makes us think about the true cost of technological development, not just in terms of money or convenience, but in terms of the environment. Another important philosopher, Hans Jonas, also spoke about the ethical responsibility we have to future generations. He argued that we need to think carefully about the long-term effects of our actions and the kind of world we are leaving behind. His work reminds us that while technology can bring progress, we must use it with caution to avoid damaging the planet and society.

Through my work with ICT4D (Information and Communication Technology for Development), I’ve seen how technology can improve lives in countries like India and Nepal. It has opened doors to education, healthcare and other opportunities that were once out of reach for many people. But there’s a challenge: technology must be used carefully. If we aren’t careful, it could deepen the divide between the privileged and the underprivileged. In many places, access to technology is still limited, and without addressing this gap, we risk leaving some people behind. In countries like Korea and Norway, technology has driven economic growth and innovation. However, even in these places, there are concerns about how technology affects the environment. From the waste created by old electronics to the energy used by digital systems, technology can harm the planet if we don’t take care. The question we need to ask is: how can we use technology to help society without causing harm to the planet?

Sustainability is not just about protecting nature; it’s also about ensuring that we meet the needs of future generations. How we understand sustainability is influenced by the cultures we come from, and that affects how we use technology. In Norway, sustainability is a key part of everyday life.

The country has embraced renewable energy, and people care deeply about reducing their environmental impact. This is not just a policy but a way of life. In India and Nepal, sustainability is often tied to moral and spiritual beliefs. The idea of respecting nature is deeply embedded in these cultures, and people see it as a responsibility to care for the environment. By combining these different views, we can create a more complete understanding of sustainability—one that includes both technological progress and respect for the Earth.

The solution to today’s challenges lies in bringing together Eastern and Western philosophies, where we can learn from both. We need to combine the wisdom of respecting nature with the need to think carefully about how technology affects society. By doing this, we can create a future where technology benefits humanity while also respecting the environment. To address the issues we face today, we need to bring together philosophy, technology and sustainability.

It’s not enough to focus only on technological innovation or philosophical reflection; we need an approach that considers all aspects of life—social, economic, environmental and technological. From my experiences in India, Nepal, Korea, and Norway, I’ve learned that no single philosophy can solve all our problems. We need to encourage a dialogue between different ideas, cultures and disciplines. Only by doing this can we find solutions to the challenges we face today. It’s time for both technology experts and philosophers to engage with each other more, sharing ideas on how to build a better future. If we listen to the lessons of philosophy and sustainability, we can create a world where technology helps everyone without harming the planet. We must ensure that technology is used in ways that are beneficial for all, not just for a few, and that it works to protect, rather than harm, the Earth.