By Narayan Prasad Mishra

In a democratic society, all must adhere to regulations and systems. Laws, rules, and regulations are essential for accomplishing tasks. Good management is impossible without them. We all know that records and documents are necessary for effective administration. However, unnecessary documentation issues and sluggish workflows hinder productivity in many workplaces. These problems not only waste time but also reduce productivity and affect client satisfaction.

When we examine the working processes in developed countries, we observe that they are typically shorter, faster, less time-consuming, and more efficient, even with fewer employees, compared to less developed nations like ours. Management systems are much more efficient and streamlined. The necessary supporting documents in these countries are significantly fewer than what we see in developing countries. For example, in the USA, when visiting banks, the Bureau of Motor Vehicles (BMV), hospitals, or educational institutions, processes are generally simpler and faster. In contrast, in our country, the processes are often longer and require excessive, unnecessary supporting documents.

I recently experienced this firsthand at the Kathmandu District Administration Office. As my passport was nearing expiration, I went to the office to renew it. I learned that I needed to obtain a National Identity Card first, as it was a required document. I filled out the online forms for both the National Identity Card and Passport, including a photocopy of my citizenship certificate as per the existing rules. The process involved visiting multiple windows and standing in long queues, which, while exhausting and frustrating, was unavoidable.

At one window, they needed to check whether my citizenship certificate was recorded in their files—the Registered Record Book and the computer system. After checking, they stamped my citizenship certificate photocopy with a statement that my record was not found and recorded on the computer as it had either torn, disappeared, misplaced, lost, or damaged. 

Despite this, I had my original citizenship certificate, which should have been sufficient to verify my identity. If the staff of the office were permitted and committed to efficient work, they could have recorded my citizenship certificate in their office system based on the original document. Instead, they required me to obtain a new citizenship paper by presenting additional documents, including two filled forms, a recommendation from my municipality's Ward Office, and a photocopy of my Election Commission Identity Card.

I had no choice but to comply, as I needed both the National Identity Card and the new citizenship paper. Without my fault, I had to move around the offices -- the District Administration Office and Municipality Ward Office despite my old age with weak health and leg. On November 10, 2024 (B.S. 2081/7/25), I returned to the District Administration Office with the necessary documents. However, I was then asked if I had brought a close family member to sign as a witness. I hadn't, as I was unaware of this requirement. I explained that my only daughter is abroad, my younger brother is also old, in his 80s, and lives far from the office, and that I had already provided sufficient documentation.

A photocopy of my citizenship certificate with a statement stamp from the District Administration Office, Kathmandu.

Nonetheless, the officer informed me that a witness was mandatory. The section chief and senior officer, Mukti Rijal, was pleasant, helpful, and cooperative with me. However, he could not help me get my citizenship certificate without this lengthy process, as the rules and regulations bound him. After a lengthy process, I called my nephew, who brought additional documents proving our relationship, and finally, I received my new citizenship paper at 3:30 PM that day. This experience highlights the issue with excessive documentation requirements in our systems.

From this example, it's evident that excessive paperwork in everything and everywhere remains a norm in our country. Forms must be completed, checked, signed, and often rechecked by multiple individuals, creating bottlenecks in workflows and requiring additional rounds of verification. Additionally, a lack of standardized document formats and procedures can lead to confusion and delays. Furthermore, the absence of a responsible officer often prolongs the process, leading to anxiety and frustration.

Another issue is the failure to adopt digital documentation tools or a lack of training in their use. In workplaces reliant on physical documents, employees often spend valuable time searching for files. Meanwhile, poorly organized digital systems may result in inaccessible or unsearchable files, inconsistent naming conventions, and further inefficiencies.

To address these challenges, organizations need to adopt strategies aimed at simplifying documentation and streamlining processes. Our country has many universities offering advanced courses in office management and administration, as well as highly educated professionals trained abroad. Thousands of citizens have experienced efficient, simplified processes in developed countries. I sincerely hope that government officials will recognize these issues and work with experts to streamline processes. Reforming our systems to reduce unnecessary paperwork and improve workflows would enhance productivity and foster a culture of efficiency, satisfaction, and innovation. Real progress requires moving away from outdated methods and embracing forward-thinking practices.

narayanshanti70@gmail.com