Communications Minister inspects NTC Sundhara office, directs improvement in service quality

Kathmandu: Minister for Information and Communications Dr. Bikram Timilsina has directed Nepal Telecom to make service delivery more effective, user-friendly, fast, and of high quality.

During an inspection visit today to the Business Support System (BSS) Department and the Telecommunications Office under the Information Technology Directorate of Nepal Telecom in Sundhara, the Communications Minister instructed that service delivery should be made more effective, transparent, and based on a digital system.

During the inspection, Nepal Telecom Manager Shalikram Subedi provided information about the work being carried out through the Information Technology Directorate and the telecom’s billing system.

Minister Timilsina gathered information regarding the billing system, customer management, and IT-based service delivery. He also inspected the Sundhara Telecommunications Office and directly interacted with service recipients who had come for services.

He inquired about their experiences in obtaining services such as new SIM cards, bill payment, e-SIM service, telephone, and internet services. Service recipients reported that they did not have to wait long in queues and were able to receive services relatively quickly.

Following the inspection, Minister Timilsina instructed Nepal Telecom to ensure more convenient, fast, and quality services for service recipients. He directed the effective implementation of a secure system for storing customers’ personal details in a database and eliminating the need for repeated submission of the same documents when accessing services after updating details once.

On the occasion, Nirmal Raj Chataut, Chief of the Sundhara Telecommunications Office, informed that a system has been developed to provide services such as new SIM distribution, KYC update, complaint registration, complaint tracking, and fee payment online in line with the goal of fully digital service delivery.

He said an online application system has been implemented for SIM cards, allowing customers to apply online and collect SIMs from their preferred service center. He also noted that e-SIM services can be obtained online without visiting the office.

He further informed that a front help desk has been established to provide all services from a single location and that a one-stop service system has been brought into operation.

After the inspection, Minister Timilsina once again directed Nepal Telecom to focus on service quality, customer satisfaction, and the security of personal data alongside the expansion of modern services.