Purushottam Subedi
Kathmandu, Asoj 16. Following the implementation of the new passport system, service seekers have expressed relief as the Department of Passports has made its service delivery tech-friendly, organized, and hassle-free across the country. The improved system has provided significant convenience to citizens who previously faced various hardships while applying for or receiving passports.
The Department of Passports is currently receiving applications and issuing passports through 77 District Administration Offices, 24 Area Administration Offices across the country, and 39 diplomatic missions abroad. The department believes that these service system improvements will lead to even faster and more effective service delivery in the coming days.
Following the amendment to the Passport Rules, 2020 (2077 BS), a provision has been made allowing citizens who obtained citizenship from any district administration office after August 29, 2026 (Saun 14, 2083 BS) to access passport services through any district or area administration office.
This provision allowing citizens to apply from any district enables them to obtain passports from the district or area administration office where they currently reside. Consequently, the obligation to visit the Department of Passports in person has been eliminated, except in extreme or emergency situations.
The department issues six types of passports—Diplomatic, Official, Ordinary (34 and 66 pages), Service, Seaman, and Travel Documents for refugees—in compliance with the high standards of the International Civil Aviation Organization (ICAO).
Currently, service seekers applying through district and area administration offices receive their passports within 10 to 30 days from the application date, while emergency applicants visiting the department directly receive theirs within 2 working days.
A passport transportation agreement between the Department of Passports and the Postal Services Department ensures that printed passports are delivered promptly to the 77 district and 24 area administration offices, thereby enhancing efficiency in service delivery.
Services on Public Holidays, Online Appointment System
According to Deepak Banjade, Director and Spokesperson for the Department of Passports, the department is committed to serving citizens seamlessly and conveniently. “We are collecting applications and distributing passports through district and area administration offices nationwide and Nepali embassies/diplomatic missions abroad. Notably, we have reduced crowd density at the department by operating services even on public holidays. Currently, we open over 1,500 online appointment slots daily for applications and have accelerated the distribution process for over 1,500 passports per day,” stated Spokesperson Banjade.
For citizens needing urgent service, the department has streamlined the electronic passport system and made the online form appointment system more transparent and tech-friendly. Since passport issuance is classified as an essential service by the government, the department remains open to serve citizens on public holidays, festivals, and commemorative days, excluding Saturdays and Sundays.
Regarding internal administration and manpower deployment, Administration Chief Anand Chuwai stated, “We have organized every stage from start to finish to make passport services tech-friendly, hassle-free, and fully transparent. Whether applying from the Department of Passports in Tripureshwor, district/area administration offices across the country, or Nepali embassies and diplomatic missions abroad, the entire procedure has been streamlined.”
He added that significant improvements have been made in physical presence management and queue reduction at the department. “The previous situation of waiting in long queues from early morning is now gone. Applicants arriving at their scheduled appointment times complete form submission and biometric collection promptly. Staff members are deployed transparently to facilitate the process,” said Administration Chief Chuwai.
Sharing her experience with the improved service, Parbati Kumari Sharma Paudel from Pokhara, Kaski, who visited Tripureshwor to pick up her passport, remarked, “Earlier, I heard that one had to stand in long queues and could not get work done without paying middlemen. But coming here today, my work was completed right on schedule. I am extremely happy to return after giving my biometrics easily without any nepotism or hassle. This improvement by the department is truly commendable.”
Citizen Charter, Citizen Help Desk, Call Center, and Grievance Desk
To further assist applicants, the department operates a Citizen Help Desk on its premises, offering direct support to persons with disabilities, senior citizens, and those with limited access to technology. Similarly, a call center has been set up to handle inquiries, complaints, or requests for information, allowing citizens to get necessary details over the phone from home. Information on how to access services is displayed via the Citizen Charter, and the department continuously shares updates through its website and Facebook page.
‘Doorstep Passport’ Program
Furthermore, to eliminate the need for applicants who applied at district and area administration offices to travel back to pick up their documents, the ‘Doorstep Passport’ initiative delivers passports directly to applicants’ homes via postal services. This removes the inconvenience of queueing again or traveling long distances to collect the passport.
Over 166,000 Passports Distributed Since New System Launch
The Government of Nepal implemented the new passport system on July 13, 2026 (Asar 29, 2083 BS). Two German companies, ‘Mühlbauer’ and ‘Veridos’, were awarded contracts to operate the new system in line with ICAO standards.
Under the agreement, Mühlbauer provides software and IT services, while Veridos manages printing operations. This contract covers passport printing for the next 5 years. Following an audit by ICAO regarding quality and compliance, the organization confirmed that the department’s passports, internal processes, and technical standards fully meet international requirements.
Key Areas Needing Further Improvement
Despite notable improvements in service delivery, certain key areas require further enhancement to make services even smoother, more effective, and widely accessible.
Currently, the department issues around 1,500 online appointment slots daily; this quota needs to be expanded given the high demand. Additionally, adding necessary personnel to shorten the current 10-to-30-day processing time for district and area administration applications will enable faster service. Enhancing the capacity and reach of the Citizen Help Desk for senior citizens and individuals with limited tech literacy is also essential.
Since the new system’s launch, a total of 166,964 printed passports have been issued or entered the distribution pipeline through the department, district/area administration offices, and diplomatic missions. Currently, 112 employees at the department serve roughly 3,000 applicants daily. The Department of Passports is the first government entity in Nepal to receive ISO certification, continuously demonstrating good governance through efficient service delivery.
Photos: Department of Passports / Service Seekers
