After spending decades in government, I found myself at a crossroads, eager to channel my extensive experience into a new pursuit. My background spans a wide array of government sectors—from public and development administration to financial management, revenue, accounting, auditing and public procurement. While some might label this a “jack of all trades, master of none,” I see this diverse knowledge as oftentimes better than being a master of one. The Public Service Forum quickly emerged as the perfect platform. In this unifying field, my numerous experiences could converge, ultimately leading me to dedicate my post-retirement focus to public service reforms.

My drive for reform stems from a deep-seated, persistent dissatisfaction that citizens feel about public service delivery, especially in an increasingly digital world. My recent experiences navigating various government bodies for personal matters vividly highlighted the confusion, uncertainties and delays. Despite having spent over 4.5 decades in policy formulation, regulation, and oversight, I felt a strong urge to contribute more directly to service improvement. “The UN Public Service Forum 2025” offered an opportunity to support my thoughts.

A global perspective

The global conversation on public service reform offers invaluable insights. The United Nations Public Service Forum 2025, held in Samarkand, Uzbekistan, from June 23 to 25, resonated with its theme: “Five Years for 2030: Accelerating Public Service Delivery for a Sustainable Future.” Co-hosted by the UN and the Government of Uzbekistan, the forum powerfully underscored the urgent need to accelerate progress in public administration to achieve the Sustainable Development Goals, with a strong emphasis on digital transformation, innovation and collaboration.

I had the privilege of attending this significant forum, which gathered approximately 1,000 participants. Among them were high-ranking officials, including Navid Hanif (Assistant Secretary-General of the United Nations) and the Deputy Prime Minister of Malaysia, as well as nearly two dozen ministers from various ministries related to public service worldwide. Notably, from Nepal, this writer and Bidhan Sharma, Managing Director of Air Charge Nepal, participated through personal initiative.

The three-day program primarily revolved around innovation, digitalization and the latest advancements in information technology for public services. Referring to the UN E-Government Development Index, 12 countries were recognized for their significant strides in digital government: Albania, Armenia, Colombia, Ecuador, Jordan, Mexico, Mongolia, the Philippines, South Africa, Turkey, Ukraine and Uzbekistan.

The forum highlighted significant advancements in public service. Numerous presentations showcased public service systems and reforms in countries that have made services easier, simpler and more efficient through digital governance. Uzbekistan is showcasing remarkable reforms. They achieved a 30 percent reduction in executive staff, abolished numerous licenses and permits, and simplified over 70 public services. Their ‘e-government’ system is widely utilized, offering 350+ online services and training a million citizens in digital literacy to enhance civil service readiness. Since Jan 2023, they've further streamlined their government by reducing independent bodies and ministries.

Hanif of the UN reiterated in his remarks that humanity outweighs files and documents, and being a civil servant is an honor defined by achievable results. He stressed that innovation requires long-term planning and a fundamental shift in the mindset of both leadership and staff. He advocated for citizens to be organically connected with the government through policies and programs, not merely trained in participation, fostering a collaborative journey forward.

The forum’s success, marked by the consistent presence of high-level officials like Hanif of the UN, various ministers, including Uzbekistan’s Minister of Digital Technologies, Sherzod Shermatov, and contributions from speakers, among others, Vincenzo Aquaro (UNDESA), Derek Alton (Apolitical), Luanna Faira (LA-BORA Gov) and Robin Bennett (Creative Bureaucracy), underscored a strong commitment to reform. It was announced that the next Public Service Forum will be held in Georgia in 2026.

Key takeaways

The forum’s plenaries, Innovation Lab, and workshops centered on AI and Innovation, emphasizing AI’s crucial role in our current era. A key takeaway highlighted the need for a balanced approach: leveraging technology to enhance human intelligence and judgment, not replace it. The forum concluded by outlining the following four key points:

• AI and the public sector: AI holds transformative potential, but its adoption is fragmented, requiring foundational investment and addressing obstacles like data literacy, outdated infrastructure and strategic alignment.
• Innovation in the public sector: Innovation must be purpose-driven, citizen-centric, built on trust, collaboration and adaptable systems. It should solve real problems, ensuring the voices of marginalized citizens are heard, and empowering public servants with tools, training and authority.
• Capacity-building in civil service in the age of AI: Digital transformation hinges on building the capacity of civil servants and institutions, involving technical skills alongside ethical, regulatory and operational considerations of AI. Strategic commitment and central platforms are essential.
• Mindset change and strategic vision: Lasting innovation necessitates cultural change, adaptive leadership and a long-term vision that encourages learning, experimentation and inclusivity. Innovation is not optional; it’s a necessity.

This forum has highly motivated me to continue using my experience to improve public service in Nepal and around the globe. I extend my sincere thanks to the United Nations Public Service Forum for this incredible opportunity, and I look forward to potentially meeting again in the next forum in Georgia in 2026.

State of public service in Nepal

Nepal is actively pursuing public service reform through the adoption of Information Technology (IT) and digital governance systems, a core component of its 2019 “Digital Nepal Framework” (DNF). The clear goal is to enhance the efficiency, transparency and accessibility of public services for everyone. Significant strides have been made, building on IT policies and the broader DNF. The framework identifies eight key sectors for digital transformation: digital foundation, agriculture, health, education, energy, tourism, finance and urban infrastructure

Currently, the Government of Nepal provides a range of essential public services via IT and digital governance systems. This includes managing identity and personal documents, taxation and revenue services, financial transactions, various local governance functions, and access to employment and social security benefits, largely facilitated by platforms like the Nagarik App. There are many perfect IT operation systems in government business. For instance, in revenue administration, financial management, public procurement, and government auditing, fully electronic systems are in place, where over ninety percent of the work is IT-based.

Despite the introduction of IT systems and other reforms over the past years, the working environment at most service delivery points still requires significant improvement. In the past, manual work might have caused minor delays; in the digital era, there seems to be increased confusion among service-seekers. Many organizations now use a hybrid system that often merely adds a data entry step, rather than genuinely streamlining processes. Overall, citizens are eager to find an easy way to access services across various sectors, including through IT systems.

Shifting to an IT system from manual labor is not an easy task. It needs continuous effort, curiosity, habit and confidence to work in the system. It takes years to fully come to perfection, specifically for the old generation. People using mobile phones are becoming habituated to using IT systems, but there are still many government officials from the old generation who feel comfortable working manually only because of a lack of knowledge, skill and confidence to operate an IT system.

Over nearly four decades in IT, I’ve witnessed Nepal’s remarkable shift from “ICU-like” computer rooms to full digital reliance. Manual transactions have given way to widespread digital payments, including direct bank transfers, now common in the single treasury account system—a trend that was a novelty even in developed countries just decades ago. Yet, inconsistent information and a fragmented regulatory landscape still significantly hinder Nepal’s electronic service delivery, leaving it behind more dynamic global approaches.

The path forward

Nepal’s public service needs a significant digital transformation to enhance citizen well-being and national development. While progress has been made, the immediate focus must shift to thorough business process re-engineering, robust cybersecurity and boosting digital proficiency for both civil servants and the public. Achieving this modernization demands sustained, high-level political and administrative commitment, alongside the establishment of a single, dedicated coordinating agency, much like a Ministry of Public Service found in other countries.

Advancing Nepal’s public service through IT systems requires further dynamism. This future necessitates a multifaceted approach: embracing artificial intelligence, adopting innovative ideas, building the capacity of both employees and citizens, fostering a transformative mindset, securing unwavering commitment from leadership, and developing a clear strategic plan. Crucially, we must cultivate a culture where Nepal’s progress in public service is actively showcased at international forums, enabling vital exchanges of experience and the emulation of global best practices.

Transforming Nepal’s public sector requires a strategic shift toward IT-driven public service, digital governance and AI integration. This vital reform hinges on adopting global best practices and investing in extensive training for both public service employees and citizens. Government training must evolve beyond traditional regulations, prioritizing the development of citizen-centric services through IT. Simultaneously, empowering service-seekers with practical digital literacy will facilitate more efficient interactions, initiatives like Uzbekistan’s plan to train a million citizens in digital literacy to enhance civil service readiness.

Ultimately, public service encompasses all goods, services and facilities provided by the state for the welfare of its citizens. Public service is a fundamental right of citizens, and its system is in dire need of comprehensive and sustained reforms.

The author is a former auditor general of Nepal