The Ministry of Infrastructure Development has accelerated digital transformation in public service delivery while launching a series of reforms aimed at reviving long-delayed infrastructure projects as part of the government’s broader governance improvement agenda.
According to the ministry, the reform programme focuses on expanding digital public services, modernizing transport management, identifying and reviving stalled infrastructure projects, and strengthening institutional accountability. While several initiatives have already been implemented, others are currently in different stages of execution.
One of the ministry’s key priorities has been the digitalization of driver’s license services to make the system faster, more transparent and citizen-friendly. The Department of Transport Management (DoTM) has introduced an online driver’s license printing service for Nepalis travelling abroad for foreign employment, higher education and official purposes.
The department said licenses produced by the Security Printing Press are now dispatched to provincial and transport offices on the same day. More than 1.349 million driver’s licenses have already been delivered to transport offices across the country through postal services for applicants who have passed driving tests or renewed their licenses.
Applicants can now also track the status of their licenses online through the department’s website, while driver’s license information has been integrated into the Citizen App, allowing users to monitor the progress of their applications digitally.
Senior Divisional Engineer Jibendra Mishra said the ministry has prioritized digital, transparent and efficient public service delivery alongside improvements in infrastructure development and transport management. He added that preparations are underway to introduce a Key Performance Indicator (KPI)-based performance evaluation system to strengthen employee accountability and improve service delivery.
The ministry is also developing a performance review mechanism linked to measurable results. Officials said implementation details are being collected from various departments to prepare action plans and regularly assess institutional performance.
To improve public access to government services, the Department of Roads has established help desks at its offices across the country. A 24-hour grievance management system has also been launched, enabling citizens to register complaints through help desks, online portals, social media platforms and other communication channels.
An integrated online complaint management system connected to a real-time dashboard has been introduced to monitor the registration, processing and resolution of public complaints.
In addition, the Department of Roads has begun operating a digital dashboard that provides weekly updates on the progress of road construction projects and other infrastructure works, enabling closer monitoring of project implementation.
Alongside digital reforms, the ministry has initiated a comprehensive review of infrastructure projects that have remained stalled, underperforming or delayed for years. Studies are underway to identify the reasons behind prolonged delays and recommend measures to revive projects that have failed to achieve expected progress.
The ministry is also working with the Department of Information Technology to develop an automated file-tracking system that will record how long official files remain at each administrative desk and generate alerts when processing exceeds the prescribed timeline, helping reduce bureaucratic delays.
Looking ahead, the government plans to gradually integrate a wide range of public services—including citizenship certificates, passports, national identity cards and services provided by District Administration Offices—into a unified digital platform to ensure faster, more transparent and trackable service delivery.
Preparations are also underway to incorporate the National Identity Card into an integrated digital identification system and introduce a digital recommendation system at the ward level.
The ministry said the ongoing reforms are intended to improve governance, enhance transparency, strengthen institutional accountability and accelerate infrastructure development through wider adoption of digital technology.
