Communications Minister urges Telecom to prioritize customer-centric service delivery

KATHMANDU: Minister for Information and Communications Dr. Bikram Timilsina has directed Nepal Telecom employees to place service recipients at the center of their work and ensure efficient service delivery.

During an inspection of Nepal Telecom’s Bharatpur office on Monday, Minister Timilsina stressed the importance of fulfilling responsibilities with a customer-focused approach and delivering services in a prompt and effective manner.

Referring to past public complaints about difficulties in accessing government services, he urged employees to win the trust of service users through faster and more responsive service delivery.

The minister acknowledged that significant progress has been made in the telecommunications sector compared to previous years, but noted that much work still remains to meet growing public expectations.

“Conditions today are very different from those of a decade ago. In the past, people could wait for several days to receive a service. Now, they expect immediate responses and assistance as soon as they make a phone call. You must work accordingly to meet those expectations,” he said.

Emphasizing accountability, Dr. Timilsina reminded employees that public institutions operate using funds paid by customers.

“The offices are running on the money paid by service users. Your greatest responsibility is toward them. Perform your duties in a way that keeps customers satisfied,” he added.

The minister also expressed concern over the need to manage Nepal Telecom’s office facilities better and held both individual and group discussions with employees regarding infrastructure and operational challenges.

During the meeting, Bharatpur Office Chief Rakesh Chaudhary and other staff members drew the minister’s attention to issues related to Nepal Telecom’s restructuring, career development opportunities for employees, the availability of necessary equipment, and other operational concerns.