Unmasking Nepal's Public Service Riddles

The Paradox of Communication Dynamics

Abstract

Nepal's public service system faces significant challenges in effectively addressing citizen grievances and raising concerns about accountability, efficiency, and public trust. Simultaneously, while establishing grievance-handling mechanisms, citizens often encounter bureaucratic inefficiencies, delays, and a lack of responsiveness from government agencies. This study examines how Public Service Management functions as a Grievance Redressal Mechanism (GRM) within the Communication and Information Service, evaluating its capacity to ensure fairness, accessibility, and transparency in resolving public complaints. This study uses a descriptive qualitative research design to engage with informants and employs a mixed-methods approach for data analysis. The findings reveal substantial gaps in direct evidence, reliability, responsiveness, assurance, and empathy within the GRM framework. These deficiencies obstruct the effective redressal of grievances and contribute to public disillusionment with government institutions. The lack of institutional accountability and proactive engagement further exacerbates systemic inefficiencies within Nepal’s public administration. This research argues that without fundamental reforms, the GRM will continue to serve as a symbolic mechanism rather than an effective tool for citizen empowerment. This study contributes to the broader discourse on public service reform by critically analyzing these structural weaknesses. It highlights the urgent need for policy interventions aimed at enhancing grievance-handling processes. Recommendations include improving institutional transparency, strengthening legal frameworks, and adopting citizen-centered approaches to foster greater trust in Nepal's public administration.

Keywords. Management, Public service, Nepal, Grievance Redressal Mechanism