;fj{hlgs ;]jfk|jfx / sfo{;+:s[lt,

sfo{k|0ffnLsf] ljsf; ;DaGwL cWoog

k|:t't ul/Psf] lgsfo k/fdz{bftf

;fdfGo k|zf;g dGqfno sfzL/fh cfrfo{
l;+xb/af/, sf7df8f}F ;fdfv'';L, sf7df8f}F

@)^* c;f/
 k|:t'tstf{sf] cfˆg} s'/f

;fj{hlgs ;]jf g} ;/sf/ / hgtfsf] e]6 x'g] ;ª\ud ynf] xf] . o; e]6df oL b'O{
kIfaLr s:tf] Jojxf/, s'/fsfgL tyf n]gb]g x'G5 To;n] ;/sf/ / hgtfsf] ;DaGwnfO{
b]vfpF5 . ToxfF g} s:tf] sfo{;+:s[lt leq, s'g sfo{k|0ffnL ckgfP/ s] ;]jf lbOPsf] 5 k|ToIf
cg'ej ug{ ;lsG5 .

lghLs/0f, u}/;/sf/L ;+:yf tyf pkef]Stfjfbsf] lj:tf/, ;xsf/Ls/0f, Sna

;+:s[ltsf] ljsf; cflb sf/0fn] ubf{ o;} klg ;/sf/sf] sfd, :t/ / IfdtfnfO{ r'gf}tL
lbO/x]sf] cj:yfdf hgtfsf nflu sfd ug{'kbf{ ;/sf/n] l56f]5l/tf], ldtJooL / :t/Lo ;]jf
k|bfg u/]/ cfˆgf] hLjGttfsf] klxrfg lbO/fVg' k5{ . lsg ls ;/sf/af6} gul/gx'g] sfd cGo
kIfaf6 x'g} ;St}g / cGo kIfaf6 ul/Psf sfdsf] klg clGtd hjfkmb]lxtf ;/sf/df /xG5 g}
. To;sf/0f sltko ;fj{hlgs ;]jf ;/sf/n] kG5fP/} gldNg] ckl/xfo{ / r'gf}tLsf ?kdf
/x]sf 5g\ . a? u}/;/sf/L txaf6 ePu/]sf sfdsf] z}nL / :t/af6 t'ngfTds nfe lnO{
;/sf/n] ;]jf k|bfg ug{ ;Sg'k5{ . ;fj{hlgs ;]jf k|jfx k|efjsf/L gePdf d'n's c;kmn
/fHodf kl/0ft x'g;S5 .

o; k|ltj]bgk|lt l6Kk0fL;lxt cd"No ;'emfj lbg'x'g] ;fdfGo k|zf;g dGqfnosf ;lrj

>L k|tfks'df/ kf7sHo"k|lt xflb{s s[t1tf JoSt ub{{5' . o;}u/L ;x;lrjåo b'uf{lglw zdf{ /
ljgf]b s];L, pk;lrjx? ls/0f zdf{, /fdk|;fb l3ld/] / kjgs'df/ ltldN;]gf tyf /fi6«klt
sfof{nosf pk;lrj gf/fo0fk|;fb b'jf8Laf6 k|fKt /fok/fdz{x? ;d]t o;df ;dfj]z 5g\ .
5nkmndf k|fKt cGo ;'emfjx? klg dfu{bz{s ag]sf 5g\ .

5 efudf ljeflht o; k|ltj]bgn] ;'emfj tyf sfof{Gjog of]hgfnfO{ a9L dxTj

lbPsf] 5 . xfn;Ddsf] cg'ejdf clwsf+z k|ltj]bgx? To;} ylGsG5g\ . cfcfˆgf] If]qdf
gful/snfO{ ;]jf lbg] ;Gbe{df ;DalGwt dGqfnox? a9L lhDd]jf/ ePklg sfo{;+:s[lt /
sfo{k|0ffnLsf] ljsf; ug]{ ;DaGwdf ;fdfGo k|zf;g dGqfno g} ;a} dGqfnonfO{ gLltut
lx;fan] ;dGjo ug]{ lgsfo xf] . To;}n] k|:t'tstf{sf] tkm{af6 of] Pp6f cg'/f]w 5 ls cfufdL
jif{df sDtLdf klg ;fdfGo k|zf;g dGqfnon] ;fj{hlgs ;]jfk|jfxsf ;DaGwdf lgsfout
sfo{;+:s[lt / sfo{k|0ffnL cWoog u/L PsLs[t lgb]{lzsf tof/ ug{ ;dGjofTds e"ldsf
lgjf{x u/f];\, z'esfdgf Û

sfzL/fh cfrfo{

c;f/ @)^*

-3-
 ljifo–;"rL

ljifo k[i7 ;ª\Vof

efu PsM kl/ro !–#
!=! k[i7e"ld !
!=@ cWoogsf] sfo{If]q @
!=# cWoog ljlw @
!=$ cWoogsf] ;Ldf #
!=% cWoogsf] ;+u7g #

efu b'O{M cWoogsf] ;}4flGts 9fFrf $–#!

@=! ;fj{hlgs ;]jf k|jfx $
@=!=! ;fj{hlgs ;]jf k|jfxsf] cf}lrTo %
@=!=@ ;fj{hlgs ;]jf k|jfxsf k|rlnt 9fFrfx? ^
@=!=# ;fj{hlgs ;]jf k|jfxsf] u'0f:t/, k|efjsfl/tf ;DaGwL
cjwf/0ff (
@=!=$ ;fj{hlgs ;]jf k|jfx;Da4 sfg'gL Joj:yf !@
@=!=% ;fj{hlgs ;]jf k|jfxdf ;+nUg lgsfox? !%
@=!=^ ;fj{hlgs ;]jf k|jfxsf k|sf/x? !&
@=!=& ;fj{hlgs ;]jf k|0ffnLsf ;d:of tyf r'gf}ltx? @)
@=@ sfo{;+:s[lt @!
@=@=! ;fj{hlgs ;]jf k|jfxdf sfo{;+:s[ltsf] e"ldsf @^
@=@=@ ;fj{hlgs ;]jf k|jfxdf sfo{ ;+:s[ltn] kfg{] k|efj @^
@=@=# sfo{;+:s[lt / ;fj{hlgs ;]jf k|jfxaLrsf] cGt/;DaGw @&
@=@=$ km/s sfo{;+:s[lt M km/s dfGotf @*

-4-
efu tLgM g]kfndf ;fj{hlgs ;]jf k|jfx, sfo{ ;+:s[lt tyf
sfo{k|0ffnLsf] cj:yf ljZn]if0f #@–%^
#=! g]kfndf ;fj{hlgs ;]jf k|jfxsf] cj:yf s:tf] 5 < #@
#=!=! cWoog k|ltj]bgx?df ;fj{hlgs ;]jf k|jfxsf] k|;ª\u #@
#=!=@ /fhgLlts g]t[Tjsf] b[li6sf]0fsf] cfwf/df ;fj{hlgs ;]jf
k|jfxsf] cj:yf #^
#=!=# ;fj{hlgs ;]jf k|jfxsf] oyfy{ lrq0f #&
#=@ g]kfndf sfo{ ;+:s[ltsf] cj:yf s:tf] 5 < $$
#=# g]kfndf sfo{ k|0ffnLsf] cj:yf s:tf] 5 < $*
#=$ sfo{ k|0ffnLdf ;'wf/ Nofpg rfNg'kg{] sbdx? %$

efu rf/M ;fj{hlgs ;]jf k|jfx / j[lQljsf; %&–^$

$=! ;]jf k|efjsfl/tf / sfo{ ;Dkfbg d"Nofª\sg %&
$=!=! ;?jf/kb:yfkg %&
$=!=@ cWoog, tflnd, cWoog e|d0f %*
$=!=# sfo{ ;Dkfbg d"Nofª\sg %*
$=!=$ a9'jf ^)
$=!=% b08 k'/:sf/ ^!

efu kfFrM ;fj{hlgs ;]jf k|jfxsf] If]qdf ug{'kg{] ;'wf/ ^%–*%

%=! ;fj{hlgs ;]jf k|jfxdf b]lvPsf ;d:ofx? ^%
%=@ ;fj{hlgs ;]jf k|jfxdf ug{'kg{] ;'wf/sf If]qx?sf] klxrfg ^^
%=@=! gLltut If]q ^^
%=@=@ ;+:yfut / ;+/rgfut If]q &)
%=@=# sfo{ljlwut / k|lqmofut If]q &!
%=@=$ Jojxf/ut If]q &$
-5-
 %=@=% jftfj/0fLo If]q &^
%=@=^ cGo &(
%=# klxrfg ul/Psf If]qx?sf] k|efjsf/L sfof{Gjogsf] nflu
j:t'ut 7f]; ;'emfjx? *)
%=$ cg'udg, d"Nofª\sg tyf k[i7kf]if0fsf] Joj:yf *%

efu 5M lgisif{, ;'emfj tyf ;'emfj sfof{Gjog sfo{of]hgf *^–!)*

^=! lgisif{ *^
^=@ ;'emfjx? *&
^=@=! ;fj{hlgs ;]jf k|jfx ;DaGwL ;'emfjx? *&
^=@=@ sfo{k|0ffnL ;DaGwL ;'emfjx? (%
^=@=# sfo{;+:s[lt;Fu ;DalGwt ;'emfjx? !))
^=@=$ ljljw !)@
^=# ;'emfj sfof{Gjog sfo{of]hgf !)#

;d;fdlos k|ltlqmof !)*

;Gbe{ ;fdu|L !!#
cg';"rLx? !!^–!#)

efu Ps

kl/ro
!=! k[i7e"ld
s'g} klg b]zdf ;/sf/sf] k|d'v sfo{ hgtfnfO{ ;]jf pknAw u/fpg' x'G5 . o;sf nflu
;/sf/n] ;fj{hlgs k|zf;g / o;sf ljleGg cËx?nfO{ kl/rfng u/]sf]] x'G5 . ;fj{hlgs
;]jf g} ;/sf/ / hgtfsf] e]6 x'g] ;ª\ud:yn ePsf]n] o;af6 g} ;/sf/ / o;sf ;]jf

-6-
k|bfos cËx?sf] sfo{s'zntf tyf k|efjsfl/tfsf] dfkg ug{ ;lsG5 . elgG5 s'g} klg
;/sf/ o;sf] k|zf;lgs ;+oGqeGbf /fd|f] x'g ;Sb}g . To;}n] ;/sf/ /fd|f] x'g o;sf]
k|zf;lgs cË klg /fd|f] x'g'k¥of]] . To;}u/L k|zf;lgs cË /fd|f] x'g o;sf] ;Ë7g, sfd ug{]
jftfj/0f, gLlt, lgod, sfo{k|0ffnL, sd{rf/Lsf] ;fF]r tyf dgf]j[lQ, wf/0ff tyf Jojxf/ /fd|f]
x'g'k¥of] . lsg ls sd{rf/L Pj+ ;Ë7gsf] cfly{s, ;fdflhs Pj+ ;f+:s[lts k[i7e"ldn]
;fj{hlgs ;]jf k|jfxdf c;/ kfl//x]sf] x'G5 .

;fj{hlgs k|zf;g z"Gotfdf ;Grfng x'g ;Sb}g . o;sf] cfkm\g} kl/j]z x'G5 . ;fj{hlgs
;]jf k|jfxsf s'/f ubf{ o;sf] jftfj/0fLo kIfnfO{ ;j{yf la;{g ldNb}g . ljz]iftM g]kfndf
;fj{hlgs ;]jf k|jfxsf] cj:yfnfO{ x]bf{ o;nfO{ k|efj kfg{] /fhgLlts, cfly{s, ;fdflhs
;f+:s[lts tyf P]ltxfl;s cfofdnfO{ 5'6fpg ;ls+b}g .

d"ntM ;fj{hlgs k|zf;g a[xt ;fdflhs k|0ffnLsf] Ps pkk|0ffnL xf] . of] ;f+:s[lts kl/j]z
leqsf] Pp6f cË (Culturally bound) x'g] ePsfn] ;dfh – lg/k]If x'g ;Sb}g . o;n]
;dfhsf] d"No, dfGotf / cfbz{nfO{ cfkm";Fu af]s]sf]] x'G5 . ;fj{hlgs ;]jf k|bfos lgsfodf
sfo{/t sd{rf/Lx? ;dfhsf g} pkh x'g\ . To;}n] pgLx?n] b]vfpg] Jojxf/ pgLx? a;]sf]
;dfhn] cEof; u/]sf] Jojxf/ eGbf k[ys\ x'g ;Sb}g . pgLx?sf] rl/qn] ;dfhsf]
;+:s[ltnfO{ klg ;d]6\5 . ;fdflhs ;+:s[ltn] s'g}klg ;Ë7gsf] sfo{ ;+:s[ltdf 5fk kfg{]
u/]sf] tYonfO{ ljleGg cWoogn] b]vfPsf 5g\ . ;+:s[ltsf] k|efjnfO{ Jo:yfksLo Ifdtf
a9fpg] tkm{ s;/L pkof]u ug{ ;lsG5 egL x]g{' clt cfjZos 5 . k|l;4 ;dfhzf:qL
8f]/axfb'/ lji6sf cg';f/ efUojfb g} g]kfnsf] ljsf;sf] ;a}eGbf 7"nf] tuf/f] xf] . t/
sltko cGo ;f+:s[lts tTjx? klg 5g\ hf] ljsf;sf nflu cg's"n klg 5g\ . To:tf
tTjx?sf] vf]hL ug{] / ltgnfO{ k|a4{g ug{] sfd r'gf}tLk"0f{ Pj+ hl6n klg 5 .

of] ;'zf;gsf] o'u ePsfn] xfd|f] h:tf] ljsf;f]Gd'v b]zsf nflu ;'zf;g cfGtl/s
k|fyldstfsf ;fy} cGt/f{li6«o ;xof]u lgsfosf k|fyldstfdf ;d]t kg{] u/]sf] 5 . ;'zf;gsf

-7-
nflu k|zf;g ;'wf/nfO{ klg hf]8 lbOPsf] x'G5 . k|zf;g ;'wf/nfO{ k|efjsf/L tyf lbuf]
agfpg sd{rf/LtGqsf] Jojxf/df kl/jt{g cfpg' h?/L 5 . sd{rf/LtGqsf] Jojxf/df ck]lIft
kl/jt{g Nofpg / ;f+:s[lts ljsf; ;lxtsf] ljsf; -Development with culture_ sf
nflu sfo{ ;+:s[ltsf] a[xt\ tyf ljZn]if0ffTds cWoog x'g' h?/L x'G5 . s'g}klg b]zsf]
ljsf;sf] df]8]n sfo{;+:s[ltsf] hudf cfwfl/t /x]sf] x'G5 eGg] tYo cd]l/sf, hfkfg, blIf0f
sf]l/of tyf rLgdf ePsf ljsf; / cfly{s ;d[l4af6 klg :ki6 x'G5 .

!=@ cWoogsf] sfo{If]q

jt{dfg ;dodf /fHon] hgtfk|lt ug{kg{] ;]jf k|jfxnfO{ s]jn ;/sf/L lgsfodfkm{t k|bfg ug{
;Dej 5}g . To;}n] ;dli6ut zf;sLo k4lt -Whole governance system_ sf] cËsf]
?kdf lghL, u}/;/sf/L tyf :yfgLo lgsfo ;d]tn] ;/sf/sf sfdx? ug{] u/]sf 5g\ .
ljZjJofkLs/0f, pbf/Ls/0f tyf ;fj{hlgs k|zf;gdf cfPsf] gjcfofd Pj+ gofF ;fj{hlgs
Joj:yfkgsf] cjwf/0ffn] ;/sf/n] ug{] u/]sf sfo{x?df lgs} s6f}tL NofO{lbPsf 5g\ . oBlk
hgtfk|ltsf] ;]jf k|jfxnfO{ ;'lglZrt, lgolGqt / Jojl:yt ug{'kg{] ;/sf/sf] lhDd]jf/Ldf
sdL cfPsf] eg] dfGg ;lsFb}g . k|:t't cWoogn] s]Gb|Lo:t/b]lv :yfgLo:t/;Ddsf ;/sf/L
sfof{nox?n] k|jfx ug{] ;fj{hlgs ;]jfsf] ljj]rgf, ljZn]if0f u/L To;sf] k|efjsfl/tfdf sfo{
;+:s[ltn] kfg{] k|efj / To;af6 x'g] sfo{ k|0ffnLsf] ljsf; ;DaGwL ljifonfO{ ;d]6]sf] 5 .

!=# cWoogsf] ljlw

o; cWoogdf ;fj{hlgs ;]jf k|jfx, sfo{ ;+:s[lt, sfo{k|0ffnL;Fu ;DalGwt, ;fGble{s Pj+
;d;fdlos ;flxTosf] k'g/fjnf]sg ul/Psf] 5 . o;sf nflu k|fylds ;|f]tdf k|zf;gljb\,
/fhgLlt1 tyf ;]jfu|fxL;+usf] cGt/lqmof tyf cgf}krfl/s 5nkmnsf ;fy} låtLo ;|f]tdf
;fj{hlgs k|zf;gsf ljleGg k':ts, k|sfzg, k|ltj]bg tyf OG6/g]6 cflbaf6 k|fKt
;fdfu|Lx?sf] cWoog, ljZn]if0f Pj+ cg'ej ;d]tsf] cfwf/ lnOPsf]] 5 . cWoog ljlwsf]
¿kdf j0f{gfTds Pj+ ljZn]if0ffTds ljlwnfO{ cjnDag ul/Psf] 5 .

-8-
!=$ cWoogsf] ;Ldf
o; cWoognfO{ ;/sf/L tyf cw{;/sf/L lgsfox?af6 s]Gb|Lo:t/b]lv :yfgLo:t/;Dd k|jfx
x'g] ;]jfsf] k|s[lt, sfof{nosf] sfo{ ;+:s[lt Pj+ To;n] ;]jf k|jfx Pj+ sfo{ k|0ffnLsf] ljsf;df
kf/]sf] k|efj h:tf ljifodf ;Lldt ul/Psf] 5 . o;n] u}/;/sf/L tyf lghL If]qsf] ;]jf k|jfx
/ sfo{ ;+:s[ltnfO{ ;d]6]sf] 5}g .

!=% cWoogsf] ;Ë7g

of] cWoognfO{ 5 efudf ljefhg ul/Psf] 5 . k|yd efudf kl/ro, låtLo efudf cWoogsf]
;}4flGts 9fFrf, t[tLo efudf g]kfndf ;fj{hlgs ;]jf k|jfx, sfo{ ;+:s[lt tyf sfo{k|0ffnLsf]
cj:yf ljZn]if0f, rf}yf] efudf ;fj{hlgs ;]jf k|jfx / j[lQljsf;, kf+rf} efudf ;fj{hlgs
;]jf k|jfxsf] If]qdf ug{'kg{] ;'wf/ / 5}7f}F efudf lgisif{, ;'emfj tyf o;sf] sfof{Gjog
sfo{of]hgf k|:t't ul/Psf] 5 .

-9-
 efu b'O{

cWoogsf] ;}4flGts 9fFrf

@=!= ;fj{hlgs ;]jf k|jfx

/fHo jf ;/sf/n] cfkm\gf gful/sx?nfO{ lgz'Ns jf ;z'Ns jf cGo s'g} k|sf/n] k|ToIf jf
ck|ToIf¿kdf pknAw u/fpg] ;]jf ;'ljwfnfO{ ;fj{hlgs ;]jf elgG5, h:t} M zflGt, ;'/Iff,
lzIff, :jf:Yo, vfg]kfgL, lah'nL, 6]lnkmf]g, x'nfs, s[lif, oftfoft cflb ;fj{hlgs ;]jfsf
k|d'v If]qx? x'g\ . oL ;]jfx? hgtfsf b}lgs cfjZostfb]lv lanfl;tf;Ddsf >]0fLdf kb{5g\
. o:tf] ;]jfsf] k|s[lt Jofks -Comprehensive_ x'g'sf] ;fy} ljljwtfo'Qm -Heterogeneous_
/ 5'6\ofpg gldNg] -Inseparable_ vfnsf] x'G5 . hgtfnfO{ ;]jf lbg' g} cfw'lgs /fHo jf
;/sf/sf] k|d'v p2]Zo xf] eg] ;'ky, ;'ne, :t/Lo / ;do ;fk]If oy]i6 ;]jf kfpg'
gful/ssf] clwsf/ xf] . ;g\ c;Lsf] bzsaf6 ;/sf/L ;]jfdf b]vfk/]sf] ljsNkx? tyf
;fj{hlgs Joj:yfkgdf cfPsf] k|of]ufTds Pj+ ;}4flGts ;'wf/sf sf/0f /fHoaf6 x'g] u/]sf
Psflwsf/ z}nLsf k/Dk/fut ;]jf k4ltdf Jofks kl/jt{g cfPsf] 5 . gofF ;fj{hlgs
Joj:yfkgsf ljleGg cjwf/0ffx?n] ljsl;t tyf ljsf;f]Gd'v b]zsf] ljsf; /0fgLltdf
cfd"n kl/jt{g NofOlbPsf 5g\ . ;/sf/sf] pBdzLn e"ldsf, ;]jfsf] ahf/Ls/0f tyf
k|lt:kwf{, ;]jfu|fxLk|lt ;f]em} pQ/bfloTjtf, Joj:yfksLo :jfoQtf, ;]jfu|fxLsf] ;fj{ef}d
clwsf/, glthf pGd'v tyf 5l/tf] ;Ë7g cflb o; qmddf b]vfk/]sf gofF cjwf/0ffx? x'g\ .

;/sf/n] k'¥ofpg] ;]jfsf] ;Gbe{df nlIft ;d"x eg]sf] :yfgLo hgtf x'g\ h;nfO{ pkef]Qmf
jf u|fxssf] ¿kdf lnOG5 . ;fj{hlgs ;]jf k|jfxsf] If]q ;/sf/ / hgtfsf] k|ToIf ;fIffTsf/
x'g] 7fpF -Boundary of exchange_ klg xf] . ;]jfsf] k|efjsfl/tfaf6} ;/sf/sf] sfo{
s'zntf tyf k|efjsfl/tfsf] dfkg x'g] / To;sf] cfwf/df ;/sf/ k|lt hgtfsf] wf/0ff aGg]
x'Fbf x/]s ;/sf/n] ;fj{hlgs ;]jf k|jfxnfO{ r':t tyf hgd'vL agfpg] k|oTg ub{5 .
;fj{hlgs ;]jf k|jfxnfO{ ;/sf/ / hgtfaLrsf] ;Dks{ laGb'sf] ?kdf lgDg lrqaf6 b]vfpg
;lsG5 M
- 10 -
 hgtf ;/sf/

;Dks{ laGb' (Boundary of

exchange)

lrq g+= !
hgtf / ;/sf/aLr ;Dks{ laGb'sf] ?kdf ;fj{hlgs ;]jf k|jfx

@=!=!= ;fj{hlgs ;]jf k|jfxsf] cf}lrTo

;dodf cfkm"n] rfx] cg';f/sf] ;]jf kfpg' gful/ssf] clwsf/ xf] . gful/saf6 s/ lnP afkt
pgLx?nfO{ ;]jf tyf pTkfbgdfkm{t ;/sf/n] ;f]wegf{ lbPsf] x'g'k5{ . ;/sf/n] o:tf sfd
ug{ ;fj{hlgs gLlt g} agfPsf] x'G5 . hgtfnfO{ ;]jf k'¥ofpg] cy{df b'O{ lsl;dsf ;fj{hlgs
gLltnfO{ k|of]udf NofOg] ul/G5 M
!_ ljt/0ffTds (Distributive)
@_ k'glj{t/0ffTds (Redistributive)
ljt/0ffTds gLlt cGtu{t ;/sf/n] To:tf ;]jf, pTkfbg / ;+/rgfx? tof/ ul/lbPsf] x'G5
h;sf] pkof]u jf pkef]u gful/sn] hltj]nf cfkm"nfO{ hlt cfjZos k5{ Tolt dfqfdf
ug{;S5 . o:tf] ;]jf xfl;n ug{ s;}sf] :jLs[lt rflxGg . pbfx/0fsf nflu ;8s tof/ 5
lxF8\g jf uf8L u'8fpg ;lsG5 . OR5f cg';f/ kfs{df 3'Dg ;lsG5 . o:tf] ;]jf k|fs[lts
:jefjsf] x'G5, 3fd tfKg, xfjf vfg, kfgL lkpg kfOg] h:t} . k'glj{t/0ffTds ;]jfdf s'g}
ljz]if hfthflt, kIf, If]q, ;d"xnfO{ ;/sf/n] ljz]if Wofg lbg'k¥of] eg] ToxfF 5'§} vfnsf] ;]jf
k'¥ofpg ;S5 . pbfx/0fsf nflu s0ff{nL c~rndf ;8s k'¥ofpg, lxdfnL lhNnfsf hgtf,

- 11 -
;LdfGtLs[t, ljkGg / ;'ljwflaxLg gful/s / dlxnfsf nflu 5'§} of]hgf, sfo{qmd NofO{
;/sf/n] nfu" ug{ ;S5 . of]hgf cfof]un] lgwf{/0f u/]sf] k|fyldstf k|fKt If]qdf ;/sf/n]
ljz]if nufgLsf] of]hgf agfpg ;S5 . o:tf vfnsf of]hgfn] ePsf -Haves_ af6 gePsf -
Havenots) nfO{ ;]jf tyf pTkfbg k'¥ofpg] ub{5 . o:tf gLltx? ;sf/fTds lje]b -
Positive discrimination_ /0fgLltdfkm{t sfof{Gjog ug{ ;lsG5 . o:tf lje]bx? b]z,
;/sf/ tyf ;Ë7gsf] cfkm\g} ;]jf tyf ;+:s[lt cg';f/ ul/g] x'G5g\ .

;]jf k|jfxdf k"j{ ;lqmotf

;/sf/af6 hgtfdf k'¥ofpg] sltko ;]jfx? k"j{kl/lrt -Known-in-advance_ xF'b}gg\ .
k|efjsf/L ;'zf;g lbg ;/sf/ cfkm}+n] hgtfdf o:tf ;]jf k'¥ofpg' k5{ . gLlt th{'df ubf{sf
avt g} sNof0fsf/L /fHosf] lx;fan] cGoq b]zdf rn]sf /fd|f Jojxf/ -Best practices_
nfO{ k|of]udf Nofpg' k5{ . j[4eQf tyf ljwjfeQf ljt/0fsf sfo{qmdx? o:t} gLlt cGtu{t
ag]sf x'g\ . g]kfnsf] ;Gbe{df o:tf ;]jfx? hgtfsf] dfu gePtf klg ;/sf/ cfkm}+n] k"j{
lqmofzLntf -Proactiveness_ b]vfP/ nfu" u/]sf] xf] . cGo ;]jfx? lgoldt ?kdf /fHo
Joj:yfn] P]g, lgodaf6 tf]s]cg';f/ ;~rfng ug{] ub{5 .

@=!=@= ;]jf k|jfxsf k|rlnt 9fFrfx?

/fHon] cfkm\gf gful/ssf nflu ;fj{hlgs j:t' / ;]jf k|bfg ug{] ;+:yfut Joj:yf g} ;]jf
k|jfx xf] . ;/sf/n] ug{] ;]jf k|jfxnfO{ j[xt?kdf lgDgfg';f/ rf/ efudf afF8]/ x]g{ ;lsG5 M

k|ToIf ;]jf k|jfx

k|ToIf ;]jf k|jfx eGgfn] s]Gb|Lo ;/sf/n] gLlt lgod agfO{ nfu" ug{], sd{rf/L Joj:yf ug{],
vr{ k|aGw ug{], nufgL u/L pTkfbg ug{] / cfkm}+n] jf cfkm" dftxtsf :yfgLo lgsfoaf6 ;]jf
k|jfxsf] pQ/bfloTj / lhDd]jf/L jxg ug{] Joj:yf a'lemG5 . o; cGtu{t ;/sf/ cfkm}+n] jf
;fj{hlgs ;+:yfg dfkm{t ;]jf k|jfxsf] sfd ub{5 . h:t} gful/stf, kf;kf]6{ ljt/0fsf] sfd
lhNnf k|zf;g tyf s]Gb|Lo /fxbfgL sfof{noaf6, vfBfGg tyf cGo pkef]Uo j:t'x? g]kfn

- 12 -
vfB ;+:yfg, g]zgn 6««]l8Ë lnld6]8, ;fN6 6««]l8Ë skf{]/];g, l6Da/ skf{]/];g g]kfn cflb dfkm{t
x'g] u/]sf] 5 .

;]jf k|jfxsf] lghLs/0f

o; cGtu{t ;/sf/n] lghL sDkgLdfkm{t ;fj{hlgs ;]jf k|jfx ub{5 . ;/sf/sf] e"ldsf
;]jfsf] lgodg ug{] dfq x'G5 . ;~rf/, oftfoft, ko{6g, lgdf{0f h:tf If]qdf ;fj{hlgs
;]jfsf] ;~rfng lghL sDkGfLdfkm{t ug{ ;lsG5 . o;/L ;]jfsf] lghLs/0f ubf{ lghL If]qsf]
Ifdtf tyf bIftfsf] k|of]u x'g'sf] ;fy} ;fwg ;|f]tsf] sdLnfO{ ;d]t Go"g ug{ ;lsG5 .

j}slNks ;]jf k|jfx

a}slNks ;]jf k|jfx ug{df sltko cj:yfdf lghL If]q a9L ;Ifd / k|efjsf/L /x]sf] kfOG5 .
To:tf ;]jfx? ljleGg lsl;dn] k|of]udf cfPsf b]lvG5g\ . s'g} ;]jf p:t} k|s[ltsf Ph]G;Lsf]
;Ghfn dfkm{t\ x'G5, h:tf] ls kf7\oqmd ljsf; s]Gb|n] kf7\ok':ts tof/ u5{, hgs lzIff
;fdfu|L s]Gb|n] 5fK5 / ;femf k|sfzgn] laqmL ljt/0f ub{5 . o;}u/L u}/;/sf/L ;d"x h:t}
;fIf/tf cleofg, pkef]Qmf ;d"x dfkm{t ul/g] sfo{x? klg x'G5g\ . lgtfGt lghL 9ª\usf
Ph]G;LnfO{ klg ;/sf/n] cfkm\gf] sfo{ef/ ;'Dkg -Franchising_ ;S5, h:tf] ls lghL
lx;fan] ;~rfng eO/x]sf s'l/o/ tyf 8fFs ;]jf, :jtGq?kdf ;~rflnt ;Lk ljsf; /
eflifs tflnd s]Gb|x?, 3/]n' pBf]ux? . t/ oL ;a} ;/sf/L lgodfg';f/ :jLs[lt lnPs} x'g'
kb{5 . a'6 -Build, own, operate and transfer_ k4ltaf6 ul/g] sfo{ klg o:t} k|sf/df
kb{5, h:tf] ls sf7df8f}F–jL/uGh b|'t dfu{ tyf ;'?ª\ lgdf{0fsf nflu k|:tfljt 9fFrf .
;fj{hlgs lghL ;fem]bf/L -Public-private partnership_ nfO{ yk csf]{ j}slNks 9fFrfsf]
?kdf lng ;lsG5 . o;df ;/sf/ tyf lghL If]qsf] ;+o'Qm ;Dem}ftf cg';f/ ;fj{hlgs ;]jf
;~rfngsf sfdx? x'G5g\ . o;} u/L ;fd'bflos lzIff, ;fd'bflos :jf:Yo tyf ;fd'bflos
k|x/L ;]jf h:tf sfdx? klg ;d'bfon] ;/sf/L Ph]G;L;Fu ldn]/ ug{ ;lsg] sfdx? x'g\ .

;]jfsf] ljs]Gb|Ls/0f

- 13 -
:yfgLo ;/sf/;Fu ;xsfo{ u/L ;~rfng ul/g] ;fj{hlgs ;]jf o; cGtu{t kb{5g\ . of] ;]jf
;]jfu|fxL;Dd k'u]/ k|bfg ug{] x'gfn] k|efjsf/L / k|hftflGqs klg dflgG5 . ;dfhsf] t[0fd'n -
Grassroot level_ txsf] ?kdf /x]sf ;d'bfonfO{ cfjZos kg{] ;]jfx? k|bfg ug{
:yfgLo:t/df /x]sf ufpF ljsf; ;ldlt, gu/kflnsf tyf lhNnf ljsf; ;ldlt h:tf
lgsfonfO{ zlQm lgIf]k0fsf] dfWodaf6 :yfgLo :jfoQ zf;g P]g, @)%% n] kof{Kt clwsf/
lbPsf] 5 tfklg lgjf{lrt kbflwsf/Lsf] cefj, ;+:yfut sdhf]/L, pQ/bfloTj / lhDd]jf/Lsf]
c:ki6tf, hgr]tgfsf] sdL h:tf sf/0fn] g]kfndf ljs]Gb|Lt ;]jf k|efjsf/L / nfek|b x'g
;s]sf] kfOb}+g .
;fj{hlgs ;]jf k|jfx c;kmn ePdf s] x'G5 <

;fj{hlgs ;]jf k|jfx k|efjsf/L gePsf] d'n'sdf hgtfn] ;/sf/k|lt cljZjf; tyf cgf:yf
/fVg] u/]sf] kfOG5 . hgtfdf ;/sf/ k|ltsf] ckgTj sd x'b}F+ hfG5 / hgtfaf6 6f9f x'g'sf]
;fy} ;/sf/n] vf]h]sf] hg;dy{g, hg;xeflutf ck]lIft ¿kdf k|fKt x'Fb}g . ;/sf/n]
hgcfwf/ / zf;gsf] j}wtf u'dfpFb} hfG5 / ;'zf;gsf] cefjdf pQ/bfloTjljxLg,
c;+j]bgzLn tyf ck|hftflGqs ;/sf/sf] 5lj lgdf{0f x'g k'Ub5 . ;dfhdf c/fhstf,
e|i6frf/ r'lng yfN5 . cfly{s c;dfgtf a9\g yfN5 . u/Lasf] hLjg yk si6s/ x'G5 .
sfg'gsf] zf;g, Gofodflysf] kx'Fr, dfgjclwsf/, hg;xeflutf, df}lns xssf] k|Tofe"lt
h:tf k|hftflGqs rl/q gePsf] ;}lgs jf tfgfzfxL ;/sf/sf] pbo x'g;S5 . d'n's
ljsf;sf] af6f]df eGbf lagf;sf] af6f]df cl3 a9\5 / ljZj ;fd" c;kmn /fHosf] ?kdf
kl/lrt x'gk'U5 . blIf0f Plzof, blIf0f k"j{ Plzof tyf clk|msfsf s]xL d'n'sx? o:t} c;kmn
/fHosf] klxrfg af]s]/ afFr]sf 5g\ .

lasl;t tyf lasf;f]Gd'v b'j} b]zdf wgL tyf ul/a hgtfaLrsf] vf8n a9\b} uPsf] tYo
ljleGg k|ltj]bgx?n] cf}FNofPsf 5g\ . o;n] ;dfhsf] lgDg ju{nfO{ lzIff, :jf:Yo, kf]if0f,
vfg]kfgL, /f]huf/L h:tf cfwf/e"t cfjZostf k"/f ug{ yk d'lZsn agfPsf] 5 / ;dfhnfO{
czflGt tyf åGålt/ ws]lnlbPsf] 5 .

- 14 -
@=!=#= ;fj{hlgs ;]jf k|jfxsf] u'0f:t/, k|efjsfl/tf ;DaGwL cjwf/0ff
;fj{hlgs ;]jf k|jfx ;/sf/L Joj:yfkg ;+oGqsf] Pp6f clgjfo{ kIf tyf k4lt xf] . o:tf]
;]jfnfO{ cf}lrTotf, ldtJolotf, lgoldttf, k|efjsfl/tf / :t/Lotfsf lx;fan] ;+:yfut
ug{'kg{] x'G5 . nf]stflGqs /fHo Joj:yfdf hgk|ltlglw dfkm{t klg ;]jf k|bfosn]] hgtfdf
;]jf k'¥ofpg]] k|aGw ldnfPsf] x'G5 . ;]jfu|fxLn] ljz]iftM ^ lsl;dsf ;'lglZrttf
;]jfk|bfosaf6 vf]h]sf x'G5g\ . k|fKt ug]{ ;]jf – u'0f:t/o'St -Quality_ 5, ljZjf; ug{
;lsg] (Reliability) 5, cfk"mn] vf]h]cg';f/ (Confirmity) g} 5, l56f]5l/tf] (Efficient)
k|ls|ofaf6 pknA3 5, ;dd"NoL (Value for money) 5 / ;]jfdf ;+nUg sd{rf/Lsf] Jojxf/
u|fxsd}qL (Client friendly behavior) 5 .

o:tf ;]jfx?df kl/0ffdsf] k|Tofe"lt x'g'kb{5 . o;} ;Gbe{df k|rlnt cjwf/0ffx?nfO{

lgDgfg';f/ pNn]v ug{ ;lsG5M
!= u|fxs–;Ë7gaLr k|ToIf ;DaGw M ;]jf k|bfos ;+:yf / u|fxssfaLr ;]jfsf] u'0f:t/,
kl/df0f, ;do -cjlw_, d"No, 5fGg ;lsg] ljsNk cflb af/] 5nkmn eO{ ;]jf lgwf{/0f
x'G5 .
@= ;"rgf–;DaGw M o; l;4fGt cGtu{{t u|fxsnfO{ rflxPsf] hfgsf/L jf ;"rgf 6]lnkmf]g
sn ;]G6/, 8«k Og ;]G6/, ;"rgf s]Gb| cflbaf6 lbOG5 . ;f]em} sfd jf sfdhGo ;]jf
k|bfg u/]/ xf]Og .
#= ;]jfsf] k|Tofe"lt M u|fxsnfO{ ;]jf k'¥ofpg] kSsfkSsL ePkl5 To;sf] ldlt, ;do,
j:t', kl/0ffd, :t/Lotfdf km/s gkg]{ lsl;dn] tf]s] cg';f/sf] ;]jfsf] pknAwtf x'G5
cfw'lgs ;fj{hlgs k|zf;gdf sd{rf/Lsf] sfo{;Dkfbg d"NofÍg, ;?jf, a9'jf
j[lQljsf; h:tf ljifonfO{ klg ;do / :t/Lotf;Fu cfa4 u/]/ tflnsf agfP/ ;]jf
k|bfg ug]{ ul/G5 .
$= ;d–d"NoL ;]jf (Value for money) – j:t' tyf ;]jfsf nflu rflxg] z'Ns ahf/
;'xfpFbf] / nfe–nfut ldNbf] x'g'kb{5 . cfˆgf] vr{sf] lx;fa ;]jfdf kl/0ft eO{
To;af6 u|fxsnfO{ ;Gtf]if ldn]s]f x'g'k5{ .
- 15 -
;]jf cfkm}+df Pp6f ljifout k|aGw xf] eGg] klg egfO 5 . t/ ha of] Jojxfl/s ?kdf k|of]u
x'G5 To;n] kl/0ffd vf]Hb5 . To;]n] ;]jfnfO{ ;s];Dd j:t'ut lx;fan] gfKg ;lsg] u/L
juL{s/0f ug{'kb{5 . ;]jfsf ;–;fgf PsfO{nfO{ a'Fbfut ?kdf 5'6\ofO{ To;nfO{ sfo{k|s[lt /
cf}lrTosf lx;fan] k|fyldstf qmddf /fVfL cÍ ef/ lbOPdf sfd eof] ePg eg]/ gfKg
;lhnf] k5{ . lsg ls o;af6 s'g} klg gful/sn] rfx]sf] a]nf ;fj{hlgs ;]jf k|bfos;Fu
k|fKt x'g] ;]jfsf af/] a'em\g / :ki6Ls/0f lng ;S5 . o;nfO{ sfo{ ;Dkfbg d"NofÍgsf]
;'rssf]?kdf k|of]u ul/g] kl/0ffd / nfut;Fu t'ngf ug{ ;lsG5 . ;fdfGotM j:t' tyf ;]jf
k|bfg ubf{ ;]jfsf] dfgs (Standard) / ;"rsfª\s -Indicator_ tof/ u/]sf] x'g' kb{5 .

;fj{hlgs ;]jfx?sf] u'0f:t/ dfkg ug{sf nflu ;]jf pknAw u/fpg nfUg] ;do, ;]jf
jfktsf] d"No, ;]jf k|flKtsf] lgldQ k'Ug'kg{] :yfgx?, ;Dks{ ljGb'x? / ;]jf k|fKt ug{]
;]jfu|fxLsf] ;Gt'li6nfO{ ;"rssf] ?kdf lnOPsf] kfOG5 . ;fj{hlgs ;]jfnfO{ sfo{ ;/nLs/0f
u/L u'0f:t/Lotf sfod ug{ d2t k'¥ofpg] tTjx? o;k|sf/ pNn]v ug{ ;lsG5M

pkef]Qmf -u|fxs_ ;j{]If0f

cfˆgf u|fxsnfO{ ;Gt'i6 kfg{ ;lsPs]f 5 5}g To;af/] lgoldt¿kdf ;j]{If0f ug'{ cTofjZos
5 . o;sf nflu lgDg tl/sf ckgfpg ;lsG5 M
) u|fxs;Fu k|ToIf ;jfn hjfkm -Interactive voice response_ u/]/
) kmf/d eg{ nufP/

) P;=Pd=P;= dfkm{t

) lr7\7Lkq / k|ZgfjnL tof/ u/]/

) a}7s /fvL 5nkmn u/]/

) k|ltlglw / bf}8fxf 6f]nL / lzlj/ v8f u/]/ 3'DtL 6f]NfL k7fP/

) lbPsf] ;]jfsf] kl/0ffd a'em]/
- 16 -
 ) 6]lnkmf]g, OG6/g]6, Od]n jf j]a;fO6 dfkm{t
) ;dsIfL ;+:yf jf cGo ;]jf k|bfos;Fu s'/f a'em]/
) ;~rf/ If]qdf cfPsf k|ltlqmof x]/]/
) j]a;fO6dfkm{t Feedback jf Comment lnP/
) Third Party nfO{ Customer survey ug{ nufP/
) Head office df u'gf;f] Cell /fv]/

cy{ dGqfno tyf lghfdtL lstfavfgfn] pkef]Qmf ;j{]If0fsf] l;nl;nfdf k|of]u ug{] u/]sf]
kmf/fdsf] gd'gf cg';"rLdf ;+nUg ul/Psf] 5 .

gofF k|ljlwsf] k|of]u

lgikIf tyf kf/bzL{¿kdf l56f] 5l/tf] sfd ;DkGg ug{ cfw'lgs k|ljlwsf] k|of]unfO{ a9fjf
lbg' cfjZos 5 . k|ljlwsf] k|of]un] ;]jf k|bfos tyf ;]jfu|fxLaLrsf] k|ToIf dfgjLo
;Dks{df sdL NofpF5 . o;n] ;fdfGotofM dflg;df /xg]] k|fs[lts k"jf{u|x h:t}M ;lhnf]
:yfg, 5f]6f] b"/L, jflG5t ;do, / 7"nfa8f;Fusf] kx'Fr h:tf cfˆgf nflu dfq} pko'Qm x'g]
;f]rfOnfO{ sd u/L ;]jfnfO{ j:t'ut / Jofks agfpg d2t ub{5 . pbfx/0fsf] nflu O{
lal8ªsf] k|of]un] ;fj{hlgs vl/b tyf lgdf{0f sfo{df x'g] cjfl~5t rnv]n / ljs[ltx?nfO{
sd ug{ 7"nf] ;xof]u u/]sf] 5 .

u|fxs pGd'v ;f]r

g]kfndf ePsf k|zf;g ;'wf/sf x/]s k|of;n] sd{rf/LtGq -;]jf k|bfos_ nfO{ g} s]Gb|df /fv]/
;'wf/ vf]Hg] k|oTg u/]sfn] ;kmn kl/0ffd k|fKt x'g ;s]sf] 5}g . k/Dk/fut ;fj{hlgs
Joj:yfkgsf] ;f]r cg';f/ sd{rf/L hgtfsf ;Rrf ;]js x'g\ . lghL Joj:yfkgsf]
cjwf/0ffn] u|fxsnfO{ ;DklQ jf O{Zj/ dfGb5 . sd{rf/LtGqsf] k/Dk/fut dfGotfn] sd{rf/L
eg]sf hgtfsf gf]s/ x'g\ eg]sf] 5 . t/ jt{dfg o'udf sd{rf/L gf]s/ x'g ;Qm}g . gf]s/ /
dflns eGgf;fy Tolt lxt}ifL (Cordial) ;DaGw gePsf kIfx? a'lemG5g\ . dflnsn] a9L
- 17 -
zf]if0f ug{] / gf]s/n] a9L 7Ug vf]Hg] k|j[lQ hgfpg] vfnsf zAbsf] k|of]u ug{'eGbf a?
cfw'lgs sd{rf/L k];fut lx;fan] bIf, l56f]5l/tf] / u'0f:t/Lo ;]jf k|bfg ug{] Pp6f e/kbf{]
Ph]G6 x'g;S5 . h] xf];\, h'g cjwf/0ffn] sfd u/] klg u|fxs ;a}eGbf dfly x'G5g\ / ;f]
cg'?k ;fj{hlgs Joj:yfkgn] cfkm"nfO{ ?kfGt/ ug{ h?/L 5 .

k|lqmofTds kf/blz{tf
k|lqmofTds kf/blz{tfn] sfddf j}wtf k|fKt x'g'sf] ;fy} cgfjZos l9nf;':tL tyf e|i6frf/sf]
;DefjgfnfO{ Go"g u/fpg ;xof]u k'¥ofpF5 . To;}n] x/]s ;]jf k|jfx ug{] lgsfon] ;]jf
k|jfxsf] l;nl;nfdf cjnDag ug{] sfo{ljlwnfO{ :ki6¿kdf hfgsf/L x'g;Sg] u/L sfo{ k|jfx
tflnsf agfO ;]jfu|fxLsf] kx'Frdf Nofpg] / ;f]sf] OdfGbf/Lk"j{s sfof{Gjog ug{' kb{5 . o;/L
sfo{ k|jfx tflnsf agfpFbf ;Dej eP;Dd Pp6} sfdsf] nflu k'gM ;f]xL 6]andf kms{]/ hfg'
gkg{] / sfo{ ljGof; ldn]sf] x'g' kb{5 . pbfx/0fsf nflu s'g} lgj]bg btf{ ePkl5 ;DalGwt
kmfF6df hfg], sDKo'6/df k|ljli6 x'g], lg0f{osf nflu k]z x'g], lg0f{o ePkl5 kq tof/ x'g],
kqdf x:tfIf/ ePkl5 rnfgL x'g] u/L sfo{ k|jfx tflnsf agfpg ;lsG5 .

@=!=$ ;fj{hlgs ;]jf k|jfx ;Da4 sfg"gL Joj:yf

g]kfnsf] cGtl/d ;+ljwfg, @)^#
g]kfnsf] cGtl/d ;+ljwfg, @)^# sf] efu @ sf] wf/f !! df g]kfn ;/sf/n] k|rlnt
sfg"gdf Joj:yf eP adf]lhd gful/stf kfpg of]Uotf k'u]sf JolQmnfO{ gful/stf k|bfg ug{
gful/stf ljt/0f 6f]nL v6fpg ;Sg]5 eGg] pNNf]v u/]/ hgtfn] 3/3/df gful/stf kfpg
;Sg] Joj:yfsf] ;+j}wflgs k|Tofe"lt u/]sf] 5 . To:t} ;+ljwfgsf] efu # df pNn]v ePsf
df}lns xsx?sf] k|fjwfgn] /fHon] hgtfnfO{ pknAw u/fpg' kg{] lzIff, :jf:Yo, jftfj/0f,
Gofo, ;"rgf, /f]huf/L, ;fdflhs ;'/Iff, efiff-;+:s[ltsf] ;+/If0f h:tf clwsf/x?sf] ;+j}wflgs
?kdf ;+/If0f u/]sf] 5 . pQm ;+ljwfgsf] wf/f ## n] hgtfsf] lzIff, :jf:Yo, cfjf;, /f]huf/L
/ vfB ;Dk|e'tfdf ;a} g} gful/ssf] clwsf/ :yflkt ug{] sfo{nfO{ /fHosf] bfloTjsf] ?kdf
lnPsf] 5 .

- 18 -
To:t} lzIff, :jf:Yo, oftfoft, cfjf; / /f]huf/L h:tf cfwf/e"t ;]jfx?sf] ;~rfng u/L
hg;fwf/0fsf] hLjg:t/ j[l4 ug{] gLlt of] ;+ljwfgn] lnPsf] 5 -wf/f #% -!_ . ;fy} hgtfnfO{
:yfgLo:t/df g} ;]jf k'¥ofpg ;]jfsf] ljs]Gb|Ls/0f tyf clwsf/sf] lgIf]k0fsf] nflu :yfgLo
:jfoQ zf;g ;DaGwL lgsfo ;lxtsf] :yfgLo :jfoQ zf;gsf] kl/sNkgf ;+ljwfgn] u/]sf]
5 -wf/f !#*_ . o;} cg'?k g]kfn ;/sf/n] hgtfsf nflu ljleGg lsl;dsf ;]jfx? ;~rfng
ub{} cfPsf] 5 / ;fj{hlgs ;]jfx?sf] ;~rfng ;DaGwL of]hgf / sfo{qmdsf] th{'df,
sfof{Gjog, cg'udg tyf lgoGq0f k|0ffnLdf klg qmdzM ;'wf/ ub{} hfg] gLlt lnPsf] 5 .
P]g tyf lgodx?
/fHon] k|jfx ug{] ;]jf ;'ljwfdf gful/ssf] clwsf/ /xG5 . of] clwsf/nfO{ ;+:yfut,
Jojl:yt tyf sfof{lGjt ug{ ljleGg P]g, lgod, sfo{ljlw, lgb{]lzsfx? agfOPsf x'G5g\ .
;fj{hlgs ;]jf /fHosf] k|d'v bfloTj ePsfn] o;n] agfpg] x/]s P]g, lgod tyf lgb{]lzsfx?
s'g} g s'g} ?kdf ;]jf k|jfx;Fu ;DalGwt x'G5g\= g} o; ;DaGwdf /fHoaf6 Joj:yf ePsf
s]xL k|d'v P]g, lgod tyf of]hgfut b:tfj]hx? k|rngdf /x]sf 5g\ -x]g{'xf];\ cg';"rL_ .
cfjlws of]hgfx?
@)^& >fj0fb]lv sfof{Gjogdf /x]sf] lqjifL{o cGtl/d of]hgf -@)^&/^*–@)^(/&)_n]
;fj{hlgs ;]jf k|jfxsf] dfWodaf6 ;'zf;g k|bfg ug{] ;DaGwdf lgDgfg';f/ /0fgLlt lnPsf]
5M
/0fgLlt
– sfuh/lxt ;/sf/sf] lgdf{0f / ;~rfng ug]{ bL3{sfnLg p2]Zo lnP/ k|zf;lgs
lgsfox?sf] sfd sf/afxLdf ljB'tLo zf;g k4ltsf k|lqmofx? qmdzM k|of]u ub}{
hfg],
– e|i6frf/ lj?4sf] cGt/f{li6«o dxf;lGwdfkm{t cGt/f{li6«o ;d'bfon] JoQm u/]sf]
k|lta4tf cg'?k x'g] u/L e|i6frf/ lgoGq0f ;DaGwL sfg'gL Joj:yf / k|zf;lgs
;+/rgfsf] ;[b[9Ls/0f / ;'wf/ ug]{,

- 19 -
 – u'0f:t/Lo ;fj{hlgs ;]jf lgikIf, ;xh Pj+ ljlw;Ddt 9Ën] ;dod} nlIft ;d'bfon]
kfpg] cj:yf ;'lglZrt x'g] u/L ;fj{hlgs ;]jfsf] k|jfxnfO{ :jR5, kf/bzL{ /
k|efjsf/L agfpg],
– ;Dk"0f{ ju{ / ;d'bfosf of]Uo tyf OR5's JolQmx?nfO{ ;]jf k|j]zsf ;dfg cj;/x?
pknAw u/fpg] Joj:yf ldnfP/ ;fj{hlgs ;]jfnfO{ ;dfj]zL agfpg],
– ;j{;fwf/0f hgtfsf] ;aeGbf glhssf] lgsfon] ug{;Sg] sfd ;f]xL lgsfon] ug{
kfpg] u/L k|zf;lgs clwsf/sf] k|Tofof]hg / lgIf]k0f ug]{,
– ;fj{hlgs gLltsf] th'{df, sfof{Gjog / d"NofÍg k|lqmofnfO{ k|efjsf/L agfpgsf
lglDt k|zf;lgs Ifdtfsf] ljsf; ug]{,
– k|zf;lgs Pj+ ljsf; sfo{x?sf] cg'udg tyf d"NofÍg k|lqmofnfO{ kl/0ffdd'vL /
k|efjsf/L agfpg],
– sd{rf/Lsf] sfdsf] d"Nofª\sgnfO{ j:t'ut agfP/ sd{rf/LnfO{ sfdsf cfwf/df b08
k'/:sf/ lbg] gLltsf] sfof{GjognfO{ k|efjsf/L agfpg]
– sd{rf/Lsf] lgo'lQm, kb:yfkgf, ;?jf, a9'jf tyf tnj ;'ljwfsf] lgwf{/0f ;d]tsf
dfgj ;|f]t Joj:yfkgsf ljleGg kIfx?nfO{ k"jf{g'dfgof]Uo, ljlw;Ddt pTk|]/0ffsf
cfwf/e"t dfGotf cg'?k agfpgsf nflu cfjZos ;'wf/ ug]{,
– ;fj{hlgs ;]jf / j:t'sf] u'0f:t/ lgwf{/0f, pTkfbg / ljt/0fsf] sfo{df ;+nUg
lghL, ;xsf/L Pj+ u}/;/sf/L / gful/s ;dfhsf ;+:yfx?sf] lgodg, cg'udg tyf
Ifdtf ljsf; ug]{ .

If]qut gLltx?
g]kfn ;/sf/sf] lzIff, :jf:Yo, cf}Bf]lus, jfl0fHo, ko{6g, ;~rf/, s[lif, ;"rgf k|ljlw cflb
If]qut gLltx?n] ;d]t hgtfnfO{ ;]jf k|bfg ug{] ljifonfO{ k|fyldstf lbPsf 5g\ .

;fj{hlgs ;]jf k|jfx ;'lglZrt ug{ ljleGg cGt/f{li6«o k|of;x? klg ePsf] b]lvG5g\ h:t}
dfgj clwsf/ ;DaGwL cGt/f{li6«o 3f]if0ffkq, !($* n] /fHoaf6 cfwf/e"t ;]jf kfpg'

- 20 -
gful/ssf] g};lu{s clwsf/sf] ?kdf :jLsf/ u/]sf] 5 . To:t} ;g\ @))) sf] ;]K6]Da/df s"n
!(! /fi6«dWo] !$& /fi6« tyf ;/sf/ k|d'vx?n] zflGt, ;'/Iff, lzIff, :jf:Yo, ljsf;sf ;fy}
jftfj/0f, dfgj clwsf/ tyf zf;g Joj:yfsf] cfwf/e"t dfgs ;lxt lgwf{/0f u/]sf
;x;|fAbL ljsf;sf nIox?n] ;d]t hgtfnfO{ cTofjZos ;]jf lbg' /fli6«o tyf cGt/f{li6«o
;d'bfosf] bfloTjsf] ?kdf cf}+FNofPsf lyP .

@=!=% ;fj{hlgs ;]jf k|jfxdf ;+nUg lgsfox?

s]Gb|Lo:t/
s]Gb|Lo:t/sf lgsfox? ;fj{hlgs ;]jf k|jfx ;DaGwL gLlt, lgod, lgb{]lzsf, sfo{ljlw,
sfo{k|lqmof lgwf{/0f tyf cg'udg, d"NofÍg, Pj+ k[i7kf]if0f;Fu ;DalGwt x'G5g\ . s]Gb|:t/sf
s]xL ;Ë7gx? dfq} ;f]em} hgtfnfO{ ;]jf k|jfx ug{df ;+nUg 5g\ h:t} s]Gb|Lo /fxbfgL
sfof{no . t/ clwsf+z s]Gb|Lo lgsfo ;j{;fwf/0f hgtfsf] eGbf lglZrt jf nlIft ju{sf
;]jfu|fxLnfO{ ;]jf lbg] sfo{;Fu ;DalGwt 5g\ h:t} lghfdtL lstfavfgf h;sf ;]jfu|fxL
lghfdtL tyf ;/sf/L sd{rf/L x'g\ . ef}lts of]hgf tyf lgdf{0f dGqfno cGtu{t /x]sf]
lgdf{0f sfo{sf] 7]Ssf ;DaGwL nfO;]G; lbg] / gjLs/0f ug{] lgsfo, sDkgL /lhi6«f/sf]
sfof{no klg o:t} k|s[ltsf lgsfo x'g\ . o;}u/L jftfj/0f k|efj d"NofÍg / vfgL ;DaGwL
l:js[lt lbg] lgsfox? klg s]Gb|df /x]sf 5g\=. g]kfnsf] ;fj{hlgs ;]jf k|jfxdf ;+nUg s]Gb|Lo
lgsfox? b]xfo cg';f/ cfF}Nofpg ;lsG5MM
) g]kfn ;/sf/sf dGqfno / cfof]u / ;lrjfnox?
) ;+j}wflgs lgsfox?
) ljleGg dGqfno cGtu{tsf ljefux?
) If]qLo sfof{nox?
) ;fj{hlgs ;+:yfgsf s]Gb|Lo sfof{nox?
) /fli6«o tyf cGt/f{li6«o u}=;=;= cflb .

:yfgLo:t/
- 21 -
hgtfnfO{ ;]jf k|jfx ug{] sfo{df k|ToIf¿kdf ;+nUg :yfgLo:t/sf ;]jf sfof{nox? o;
cGtu{t kb{5g\ . tL sfof{nox?sf] ;Ë7gfTds ;+/rgf tyf sfo{ljlwsf] lgwf{/0f ;j{;fwf/0f
hgtfnfO{ ;]jf lbg cg's"n x'g] u/L to ePsf x'G5g\ . o:tf sfof{nox?nfO{ k|ToIf ?kdf
;fj{hlgs ;]jf k|jfxdf ;+nUg sfof{no -Front line offices jf Service delivery points_
eGg ;lsG5 . :yfgLo:t/df ;/sf/n] ;]jf lbg] sfof{nox? uf=lj=;=/ j8f sfof{no h:tf
lgjf{lrt PsfO klg x'g ;S5 jf lhNnf / Onfsf:t/Lo k|zf;lgs sfof{no klg x'g ;S5 .
To;}u/L ;/sf/n] ;fj{hlgs ;+:yfgsf] :yfgLo sfof{no, u}=;=;= / lghL If]qaf6 ;d]t
:yfgLo:t/df ;]jf k|jfx ug{] Joj:yf ldnfPsf] x'G5 . :yfgLo:t/df ;]jf k|jfxdf ;+nUg
lgsfox? lgDgfg';f/ /x]sf b]lvG5g\ M
) :yfgLo lgsfo M lhNnf ljsf; ;ldlt, gu/kflnsf, ufpF ljsf; ;ldlt
) lhNnf:t/Lo sfof{noM ljleGg dGqfno, ljefu tyf ;+:yfg cGtu{tsf
c~rn / lhNnf:t/Lo sfof{nox?
) ;fd'bflos ljBfnox?
) :jf:Yo s]Gb|, :yf:Yo rf}sL tyf pkrf}sLx?
) :yfgLo -Onfsf:t/Lo_ ;]jf sfof{noM s[lif ;]jf s]Gb|, kz' ;]jf s]Gb|
) 5f]6L x'nfs tyf 5f]6L eG;f/
) k|x/L rf}sL tyf c:yfoL k|x/L kf]i6
) u}/;/sf/L / ;fd''bflos ;+:yfx?
) pkef]Qmf ;d"x
) cfdf ;d"x cflb .
gLlt lgdf{0f txaf6 ul/g] sfo{n] hgtfnfO{ bL3{sfnLg c;/ k'¥ofpg] eP tfklg ;]jf;Fu
k|ToIf ;DalGwt cu|kª\lStdf /x]sf lgsfosf] sfo{;Dkfbgaf6 ;]jfu|fxLsf] hghLjgdf tTsfn
c;/ kg]{ ePsf]n] o;}sf cfwf/df hgtfn] ;/sf/k|lt cfkm\gf] wf/0ff agfpg] / ;fj{hlgs
txdf ;/sf/sf] d"NofÍg ;d]t x'g] ub{5 . To;}n] ;]jf k|jfxdf ;+nUg lgsfosf] sfo{
;Dkfbgsf] :t/, ;do / ;]jfsf] nfutnfO{ ;fj{hlgs lxt cg's"n t'Nofpg To:tf lgsfosf]

- 22 -
sfd sf/afxLNffO{ Jojl:yt tj/n] ;Dkfbg ug]{ u/fpg] kl/kf6Lsf] ljsf; ug{ h?/L ePsf] 5
. o;} ;Gbe{df s]Gb|b]lv :yfgLo:t/;Dd ;]jf k|jfxdf ;+nUg x'g] lgsfox?nfO{ lgDg lrqdf
b]vfOPsf] 5M
gLltut tx

;/sf/L ;+u7g -dGqfno, cfof]u, cw{;/sf/L ;+u7g -;+:yfg, af]8{,

;lrjfno, ljefu cflb_ k|flws/0f, ;ldlt cflb_ u}/;/sf/L ;+u7g

k|zf;sLo sfof{nox?
-:yfgLo sfof{no_
cGt/fli6o//fli6o u}/;/sf/L
lgjf{lrt lgsfo -lhlj;, uflj;,
gu/kflnsf_ ;+u7g, lghL If]q
;xsf/L tyf ;fd’bflos ;+:yfx?

lhlj; lhlj;

uflj; uflj;

Onfsf

lrq g++ @
;fj{hlgs ;]jf k|jfxdf ;+nUg lgsfox?

@=!=^= ;fj{hlgs ;]jf k|jfxsf k|sf/

;/sf/n] hgtfnfO{ s]Gb|b]lv :yfgLo:t/;Dd pknAw u/fpg] zflGt, ;'/Iff, lzIff, :jf:Yo,
s[lif, ;~rf/, vfg]kfgL, ;/;kmfO{, lah'nL, oftfoft nufot ;j} ;]jf, ;'ljwf ;fj{hlgs ;]jf
leq kb{5g\ . ;/sf/n] k|bfg ug{] ;]jf sfo{x?nfO{ ;/sf/sf ljleGg lgsfox? dfkm{t ug{] u/L
ljefhg ul/Psf] 5 -g]kfn ;/sf/ -sfo{ ljefhg_ lgodfjnL, @)^$_ . g]kfn ;/sf/n]
hgtfnfO{ pknJw u/fpg] ;]jf ljleGg k|sf/sf 5g\ . logLx?nfO{ b]xfo cg';f/ juL{s/0f ug{
;lsG5 M

- 23 -
cfwf/e"t cfjZostfsf] kl/k"lt{
b}lgs hLjg ofkgsf nflu rflxg] kf]if0f, cfjf;, vfg]kfgL, ;/;kmfO, sk8f tyf ;'/Iff h:tf
;]jf tyf sfo{qmd / lg/k]If ul/aL;Fu ;DalGwt sfo{qmdx? klg o;} ;d"x leq kb{5g\ .
/fHon] oL ;]jfx?sf] kl/k"lt{df ljz]if k|oTglzn /xg'kg{] x'G5 . g]kfndf cfwf/e"t ;]jfsf]
k"lt{df ;/sf/, u}/;/sf/L If]q tyf lghL If]q ;+nUg /xL cfPsf 5g\ . t/ klg ltgsf]
cg'udg /fd|/L x'g ;s]sf] 5}g .

u'0ffTds ;]jfx?
;j{;fwf/0f hgtfsf] zf/Ll/s tyf dfgl;s Ifdtf clej[l4 ug{] lzIff, :jf:Yo, tflnd h:tf
;]jf/ sfo{x? o; cGtu{t kb{5g\ . oL ;]jfx? /fHosf] eljio;Fu ;DalGwt ljifo ePsf] x'Fbf
o; If]qdf ePsf] vr{nfO{ /fHosf] nufgLsf] ?kdf x]l/G5 . g]kfn ;/sf/n] ;g\ @)!% ;Dddf
;a}sf nflu lzIff tyf cfwf/e"t :jf:Yo ;]jf k'¥ofpg] k|lta4tf eP cg';f/ cfGtl/s ;|f]t
tyf afx\o ;xof]usf] 7"nf] lx:;f o; If]qdf vr{ ub{]} cfPsf] 5 . t/ klg ;/sf/ / lghL
If]qn] lbg] ;]jfsf] u'0f:t/ tyf d"Nodf 7"nf] cGt/ /x]sf] 5 .

sNof0fsf/L ;]jfx?
nf]s sNof0fsf/L /fHosf] cjwf/0ffnfO{ ;fsf/ jgfpg ;fdflhs ;'/Iff / ;dfh sNof0fsf
If]qx?df /fHon] ;]jf k'¥ofpg' kg{] x'G5 . d"ntM oL sfo{qmdx?n] ;dfhdf x'g] vfg] -Haves_
x'F'bf vfg] -Havenots_ aLrsf] cGt/nfO{ sd u/L ;dfhnfO{ Gofok"0f{ / ;dtfd"ns agfpg
;xof]u k'¥ofpF5 . g]kfndf ;~rflnt j[4, ckfË tyf ljwjf eQf ;/sf/n] lbg] sNof0fsf/L
;]jfx? x'g . sNof0fsf/L ;]jf ljt/0f k|0ffnLsf] ;+/rgfTds :ki6tf, ;'9[9Ls/0f, sd{rf/Lsf]
Ifdtf ljsf; tyf hgd'vL ;]jfsf] k|lta4tf o; If]qdf b]lvPsf r'gf}ltx? x'g\ .

;fdflhs dgf]x/tf (Social amenities) ;DaGwL ;]jfx?

dflg;nfO{ km';{bsf] ;dosf] :j:y / nfek|b pkof]u ug{ cfjZos kg{] kfs{, auF}rf,
dgf]/~hg u[x, gfr3/, gf6\ozfnfsf] Joj:yf o; cGtu{t kb{5g\ . oL ;]jfx?n] hgtfnfO{

- 24 -
:j:y dgf]/~hg lbg'sf] ;fy} b]zsf] snf, ;+:s[lt / efiffsf] ;+/If0fdf klg of]ubfg ub{5 .
g]kfn ;/sf/sf] ;fdflhs dgf]x/tf ;DaGwL :ki6 gLlt tyf sfo{qmdsf] cefjdf o:tf
;]jfx? k|efjsf/L x'g ;s]sf 5]}gg\ . afnfh' kfs{, /Tgkfs{, lqe'jg kfs{ yfgsf]6, /fi6«;ª\3Lo
kfs{ yfkfynL, zflGtkfs{ dxf/fhu~h, e[s'6Ld08k l:yt kfs{ h:tf s]xL :ynx? sf7df8f}+ /
df]km;nsf gu/kflnsf cGt{ut s]xL kfs{x? ag]sf 5g\ t/ logLx?sf] ;~rfng, k|aGwg /
cg'udg Tolt Jojl:yt x'g ;s]sf] 5}g .

k"jf{wf/ ljsf; ;DaGwL ;]jfx?

s[lif, l;+rfO{, jg, oftfoft, ;~rf/ ;DjGwL ;]jfx? o; cGtu{t kb{5g\ . k"jf{wf/sf] ljsf;
ljgf b]zsf] cfly{s ljsf; x'g ;Sb}g . To;}n] g]kfn ;/sf/n] cfjlws of]hgfsf] ;'? ;'?df
k"jf{wf/ ljsf; ;DawL ;]jfx?nfO{ k|fyldstf lbPsf] kfOG5 . o; If]qdf j}b]lzs ;xof]u
;d]t k|z:t dfqfdf pkof]u x'FbfxF'b} klg s]xL If]qnfO{ 5f]8]/ ;/sf/n] lbPsf ;]jfx? ckof{Kt
/ cl:y/ b]lvPsfn] vf;} kl/0ffdd'vL x'g ;s]sf] b]lvb}g . s[lif, l;FrfOdf lbFb} cfPsf] cg'bfg
s6f}tL, k/Dk/fut s[lif k|0ffnL tyf ;fdu|Ldflysf] cTolws lge{/tf, s[lif hgzlQmsf] ljb]z
knfogn] x'g uPsf] cefj, hUuf v08Ls/0f, jg ljgfz, ;fj{hlgs oftfoftsf] b'/fj:yf
cflb o; If]qsf k|d'v r'gf}ltx? x'g\ .

k|a4{gfTds ;]jfx?
;/sf/n] cfly{s pbf/Ls/0fsf] gLlt cg'?k cfly{s tyf cf}Bf]lus lqmofsnfkx?nfO{ hf]8 lbg
rfn]sf ;]jf sfo{x? o; cGtu{t kb{5g\ . lghL If]q tyf j}b]lzs nufgL] k|a4{gsf
sfo{qmdx?, ;"rgf tyf ;~rf/ ljsf; gLlt, pBf]u jfl0fHo If]qdf Psåf/ ;]jf k|0ffnL, a}lsª\
Joj;fosf] cg'udg cflb k|a4{gfTds ;]jfx? ;/sf/n] ;~rfng ub{} cfPsf] 5 . t/ klg
sd{rf/Lx?sf] kl/j{tg x'g g;s]sf] dfgl;stf, ckf/bzL{ tyf emGeml6nf] sfo{ k|0ffnLn] ubf{
;]jfsf] k|efjsfl/tf a9\g ;s]sf] kfOFb}g . pNn]lvt ;]jf k|jfxsf k|sf/x?nfO{ lrqdf o;/L
x]g{ ;lsG5 M

- 25 -
 cfwf/e"t cfjZostfsf] u'0ffTds ;]jfx? sNof0fsf/L ;]jfx?
kl/k"lt{

;fj{hlgs ;]jf k|jfx

;fdflhs dgf]x/tf k"jf{wf/ ljsf; k|j4{gfTds ;]jfx?

;DaGwL ;]jfx? ;DaGwL ;]jfx?

lrq g+= #
;fj{hlgs ;]jf k|jfxsf k|sf/

@=!=& ;fj{hlgs ;]jf k|0ffnLsf ;d:of tyf r'gf}ltx?

;fj{hlgs ;]jf k|0ffnL cfkm}+df Pp6f k"0f{ k|0ffnL cjZo xf]Og . o;sf] ;kmntf cGo sltko
pkIf]q tyf ;xof]uL If]qdf e/ kb{5 . Psk6s lgwf{/0f ePsf] Pp6f ;+oGq jf sfo{ k4lt
jftfj/0fdf s'g} lsl;dsf] kl/jt{g cfpgf;fy km/s kg{ hfG5 . To;}n] ;fj{hlgs ;]jf k|jfx
;DalGwt PsfO{sf] cfkm\g} cfGtl/s Joj:yfkg s'zn / bIf gx'Fbf ;d:ofdf k5{ eg] afx\o
hutaf6 kg{] c;/sf] r'gf}tL klg o;n] a]xf]g{'k5{ . pbfx/0fsf nflu /fxbfgL k|bfg ubf{
/fxbfgLsf] u'0f:t/, cfj]bsx?sf] Joj:yfkg, ;fwf/0f /fxbfgLsf] k|of]u slxn];Dd / d]lzgn]
k9\g ;Sg] /fxbfgL (Machine readable passport_ sf] k|of]u d'n'se/ slxn]b]lv pknAw
x'g] xf] cflb cfGtl/s k|aGwsf ljifo x'g\ eg] /fxbfgLsf] k|df0fkqdf n]lvPsf OlG6«hdf
obfsbf b]vfkg{] cz'4tf, hGdldltnfO{ g]kfnLaf6 c+u|]hLdf ?kfGt/0f ubf{ c? k|df0fkq;Fu
ltlyldlt / cGo ljj/0fsf] lxHh] gldNg] cflb afx\o s'/fx? x'g\ . ;ª\If]kdf lgDg a'Fbfx?nfO{
;d:of / r'gf}ltsf ?kdf x]g{ ;lsG5M
) :yfgLo cfjZostf cg';f/ x'g g;Sg] -Contradict to local needs_
- 26 -
 ) ;]jf k|bfossf] sfdjf6 ;]jfu|fxLsf] :jtGqtf ;+s'rg h:t}M 5gf}6sf] ;Lldttf
) u'0f:t/sf] k|Tofe"lt
) ;fwg;|f]tsf] sdL
) cGo kIfaf6 x'g] cK7\of/f]kg -Contractual risk or third party risk_
) ljljwtfo'Qm ;dfh
) sfo{ bf]xf]/f]kg
) ef}uf]lns sl7gfO
) xfjfkfgL / df};d
) sfo{s'zn ljxLgtf tyf ck|efjsf/L ;]jf -Inefficient and ineffective
service)
) u|fxs cgk]lIft ;]jf -Customer non–friendly management_
) cfw'lgs k|ljlwsf] k|of]u gx'g'
) ;]jfut c;ª\ultx?sf] af]njfnf -Presence of bureau pathology) h:t}
l9nf;':tL, e|i6frf/, gftfjfb, s[kfjfb cflb .

@=@= sfo{ ;+:s[lt

sfo{ ;+:s[ltnfO{ kl/eflift ug{' cl3 ;+:s[lt (Culture) s] xf] eGg] af/]df a'e\mg' h?/L 5 .
ENCARTA WORLD ENGLISH DICTIONARY sf cg';f/ k|zf;g;F+u ;DalGwt
;+:s[ltnfO{ o; k|sf/ 5 efudf cYof{OPsf] 5 M
) snf (Arts)
) 1fg / rft'o{ (Knowledge and Sophistication)
) ;femf ljZjf; / cEof; (Shared beliefs and exercises)
) Pp6} ;+:s[lt dfGg] JolQm (People who share a culture)
) ;fd"lxs wf/0ff (Shared attitudes)

- 27 -
 ) ;'wf/ (Improvement)
k|l;4 n]vs lzj v]/fn] lgDg jftfj/0fx?nfO{ JolQmsf] ;+:s[ltsf] lgdf{0f ug{] TfTjsf] ?kdf
lnPsf 5g\M
) 3/M ;sf/fTds jf gsf/fTds k|efj
) ljBfnoM ;fyLx?sf] ;ª\ut
) sfo{fnoM ;'k/Lj]Ifssf] k|s[lt -;xof]uL jf cfnf]rgfTds_
) ;~rf/ dfWodM l6=eL, kqklqsf, ;dfrf/kq, /]l8of], rnlrq
) ;+f:s[lts k[i7e"ld
) wfld{s k[i7e"ld
) k/Dk/f tyf ljZjf;
) ;fdflhs jftfj/0f
) /fhgLlts jftfj/0f
3/, ;Ë7g jf /fHo h'g;'s} 7fpFsf] klg cf–cfkm\gf] ;+:s[lt x'G5 . s'g} 3/, sfof{no jf
d'n'ssf hgtfn] /fd|f] Jojxf/ ug{' jf gug{'sf]] k|d'v sf/0fdWo] Ps To:tf JolQm, ;+:yf jf
/fHosf] ;+:s[lt / ;+:sf/df ePsf] cGt/nfO{ dfGg] ul/Psf] kfOG5 . k|m]8l/s l/U;n] of]
leGgtfnfO{ ;fj{hlgs k|zf;gsf] kof{j/0f -Ecology of public administration_ sf] ?kdf
cfF}NofPsf lyP .

sfo{:yndf sd{rf/Ln] tf]lsPsf] lhDd]jf/L lgjf{x ug{'kbf{ ug{] Jojxf/ / p;n] sfof{nosf]
;du| jftfj/0f leq /xL cjnDag ug{] cfr/0f g} sfo{ ;+:s[lt xf] . k|To]s b]z, ;dfh tyf
;+u7gsf] sfo{ ;+:s[lt ljlzi6 k|sf/sf] x'G5 / cGo b]z, ;dfh jf ;Ë7gsf] eGbf leGg /
df}lns x'G5 . k|zf;lgs ;Ë7gsf] sfo{ ;+:s[ltnfO{ k|zf;lgs sfo{ ;+:s[lt -
Administrative culture_ klg eGg ;lsG5 . o;nfO{ a[xt¿kdf ;+u7gfTds sfo{ ;+:s[lt -
Organizational culture_ sf] ?kdf lng ;lsG5 . ;Ë7gfTds ;+:s[ltnfO{ kl/eflift ug{'kbf{
;Ë7gleqsf] cfk;L ljZjf;, wf/0ff, d"No / dfGotf h:tf k|j[lQnfO{ a'em\g ;lsG5 . o:tf

- 28 -
k|j[lQx? To; ;Ë7gdf sfd ug]{ JolQmsf] Jojxf/, cleJolQm / sfd ug]{ tl/sfdf b]lv/x]s]f
x'G5 .

;+:s[ltn] ;+:yfsf] kl/ro, p2]Zout Pstf / ;dembf/LnfO{ bzf{pF5 . oL d"No dfGotfx? leq
u|fxsnfO{ k'¥ofpg] ;]jf, k|lt:kwf{Tds Ifdtf, pBdLkg, ;dfg cj;/, sd{rf/Lx? aLr ul/g]
;d–Jojxf/, ;Ë7gfTds ljz]if1tf, gjsfo{x? -Innovations_, u|fxs;Fus]f Jojxf/,
pTkfbsTj -;]jf jf j:t'_, u'0f:t/Lotf, ;fdflhs bfloTj, ;d"xut sfo{ ;Ë7gsf]
cfjZostf tyf ToxfF sfd ug]{ sd{rf/LaLrsf] k|fyldstf / ljljwtfsf] Joj:yfkg cflb
kb{5g\ .
;Ë7g ;+:s[ltleq ToxfFsf sd{rf/Ln] s;/L sfd u5{g\, s:tf] af]N5g\, s:tf] s'/fdf ljZjf;
u5{g\, oxfF;Dd ls s:tf] klx/g u5{g\ oL ;a} s'/fx? kb{5g\ . sd{rf/Ln] af]Ng] jf eGg] s'/f
cfkm}+df ;Ë7gsf] gLlt / sfo{ljlw h:t} x'G5 eGg] ;f]rfO aflx/LkIfdf /xG5 . Joj:yfkgn]
;fdfGotof lgDg s'/fdf Ps k|sf/sf] ;fË7lgs ;+:s[lt /x]sf] x'G5 eGg] ljZjf; ub{5 M

• jl/i7 sd{rf/Ln] cfˆgf cGo ;b:o sd{rf/Lk|lt ug]{ Jojxf/ / o;} u/L ;xfos
sd{rf/Ln] dflysf clwsf/Lk|lt .
• Joj:yfkg -pRrkb:y sd{rf/L_ kIfn] hlxn] klg dftxtsf sd{rf/Lk|lt o:tf]
;f]lr/x]sf] x'G5 M
– tNnf sd{rf/LeGbf dflyNnf sd{rf/L a9L hfGg] a'em\g] x'G5g\
– tNnf sd{rf/L rfF8f] sfddf cfpg'k5{ / ca]/;Dd sfd ug{' k5{
– ;dodf sfd k"/f ug{ g;Sg] cbIf x'G5g\, /
– xd];f sfddf Jo:t eO/fVg] / / ;w}F xfF;Lv';L eP/ /xg' k5{ .
;Ë7gn] sd{rf/Lk|lt lbg] kb tyf lhDd]jf/L, sd{rf/Lsf] dxTjfsfª\Iff, sfo{Ifdtf k|bz{g,
sd{rf/Ln] kfpg] clwsf/ cflb s'/fx? ;Ë7gsf] ;f+:s[lts dfGotf leq kb{5g\ .
JolQmdf /x]sf] Jojxf/n] ;Ë7gfTds ;+:s[ltnfO{ klg k|efj kfb{5 . sd{rf/Lsf] sfo{z}nL /
Jojxf/n] k"/f ;Ë7gs} d"NofÍg u|fxsn] ul//x]s]f x'G5 . l/;fxfkg, Wofgk"j{s g;'Gg] afgL,
- 29 -
csf{sf] s'/fnfO{ uDeL/tfk"j{s glng] k|j[lQ cflb JolQmut sdhf]/L x'g\ eg] ;|f]t;fwgsf]
sdL, :ki6 pQ/bfloTj tyf sfo{ljj/0fsf] cefj cflb ;Ë7gfTds sdhf]/L x'g\ .
;Ë7gfTdskg
s'g} klg ;Ë7gn] cfˆgf] ;]jf lbFbf cfˆg}kgsf] Ps vfns]f a|flG8ª\ u/]s]f x'G5 . pbfx/0fsf
nflu lala;L g]kfnL ;]jfdf af]Ng] sfo{qmd ;~rfns tyf ;Djfbbftfx?n] c? /]l8of]df af]Ng]
eGbf 5'§} vfns]f z}nL ckgfPsf x'G5g\ . o:t} sflGtk'/ l6eLdf ;dfrf/ jfrssf] klg cfˆg}
lsl;dsf] z}nL /x]s]f 5 . s'g} ;Ë7gn] u|fxsnfO{ cf/Dedf :jfut ug]{ tl/sfdf gd:t] ug]{,
d':sfg lbg], s]xL d2t ug{ ;S5' ls eGg], ;"rgfsf] l:nk lbg], sndsf] ;'ljwf pknAw
u/fpg], dfofsf] lrgf] s]xL ;fdfu|L lbg], kmf]gaf6} o:tf] o:tf] ;'ljwf lbG5f}+F eGg] cflb ug]{
k|rng 5 .
;Ë7g kof{j/0f
;Ë7gsf] kof{j/0f ;Ë7gdf sfd ug]{ sd{rf/Ln] b]Vg] / cg'ej ug]{ ljifo / k|efj;Fu
;DalGwt x'G5 . t/ klg ;Ë7g leqsf] cfˆg} k|slt jf jftfj/0fn] 7"nf] e"ldsf v]n]sf] x'G5 .
o;df ;Ë7gnfO{ hLjGt agfpg] lgDgfg';f/ kIfx? /x]sf x'G5g\ M
) kbLo tx – ljleGg kbx?aLr sd{rf/Ln] ;Ë7g leq cfkm" slQsf] :jtGq 5' eGg] s'/fsf]
cg'ej u5{ . cf}krfl/stf / cgf}krfl/stfsf] dfqf nlrnf] 5 jf 5}g .
) pQ/bfloTj – dxTjk"0f{ sfdx? ug{sf nflu sd{rf/LnfO{ ljZjf; ul/G5 jf ul/Gg .

) hf]lvd – hf]lvd df]Ng ldNg] / ;Sg] jftfj/0f ;Ë7gn] sd{rf/LnfO{ lbPsf] 5 5}g .

) Gofgf]kg – d}qLk"0f{ / cgf}krfl/s lx;fan] sd{rf/LnfO{ cleJolQm lbg] jf Jojxf/ ug]{

5'6 5 5}g .
) ;dy{g – xflsd÷k|aGwsn] ;xfosnfO{ c;n lgotn] u/]sf] sfdsf] l;nl;nfdf
kl/cfpg] s'g} klg k|lts"n kl/0ffd jf kl/l:yltdf ;dy{g u5{ jf ub}{g .

- 30 -
 ) dfkb08 – cGtlg{lxt jf k/f]If nIo xfl;n ug{ JolQmut cyjf ;d"xut lhDd]jf/Lsf
nflu ljz]if dfkb08 tof/ ul/Psf] 5 jf 5}g .
) åGå – of] Pp6f JolQmdf /x]sf] k|fs[lts :jefj xf] . o;nfO{ Jojl:yt ug{ ;Ë7gn]
cf}krfl/s jf cgf}krfl/s tl/sf ckgfPsf] 5 5}g .
) kl/ro – d ;Ë7gsf] Pp6f dxTjk"0f{ ;b:o x'F / cGo jftfj/0fdf hfFbf klg ;Ë7gn]
dnfO{ ;'/Iff lbO/x]s]f x'G5 eGg] efjgf sd{rf/Ldf k}bf u/fpg ;lsPsf] 5 5}g .
lghfdtL ;]jfdf kl/ro kq lbg] / xfn} kf];fssf] klg Joj:yf ul/Ps]f 5 . sltko
;+:yfg, a}+sx?n] klg o:tf] Joj:yf u/]sf 5g\ . of] g} ;Ëu7gsf] k|ltlglwsf] x}l;otn]
sd{rf/Ln] sfd ug{] jftfj/0f xf] .

sfo{;+:s[lt hl6n k|s[ltsf] x'G5 . o;sf] lgdf{0f d"n¿kdf d'n'ssf] cfly{s, /fhgLlts,
P]ltxfl;s, ;fdflhs tyf ;f+:s[lts kIfx?af6 lgld{t x'G5 eg] JolQmsf] JolQmut ;f]rfO,
a'emfO, cg'e"lt, wf/0ff, efjgf, dgf]j[lQ Pj+ z}lIfs k/Dk/fn] klg o;df k|efj kf/]sf] x'G5 .
To:t} kfl/jfl/s d"No dfGotf, k/Dk/f, ljZjf;, /Lltlylt, rfnrngn] JolQmsf] sfo{;+:s[ltsf]
lgdf{0f ug{ ;3fp k'¥ofpF5 .

sfof{nosf] sfd ug{] jftfj/0f, ;'kl/j]Ifssf] Jojxf/, sd{rf/L gLlt tyf k|zf;g, sfo{ljlw
Pj+ cg'udg k|0ffnL, dgf]jn Pj+ pTk|]/0ff k|bfos Joj:yf / ;fdflhs dof{bf tyf ;]jfsf]
:yfloTjn] sfo{ ;+:s[ltnfO{ ;'b[9 / ultzLn agfpF5 . cGt/f{li6«o ljsf;qmd, Joj:yfkgsf
gjLg cfofd, gofF k|ljlw tyf gf}nf] cfljisf/n] sfo{ ;+:s[ltnfO{ l:y/ x'g glbO{ kl/jt{gzLn
agfpF5 . o;/L x]bf{ sfof{nosf] sfo{;+:s[ltsf] lgdf{0fdf JolQmsf cfGtl/s kIfb]lv lnP/
kfl/jfl/s, ;fdflhs, /fli6«o tyf cGt/f{li6«o 36gfqmd ;d]tn] w]/yf]/ k|efj kf/]sf] x'G5 .
v/fa sfo{;+:s[ltn] ;Ë7gsf] pTkfbsTjdf lu/fj6 NofO{ ;Ë7gnfO{ x«f;f]Gd'v agfpF5 eg]
c;n sfo{;+:s[ltn] ;Ë7g tyf JolQm b'j}sf] nIo xfl;n ug{ ;xof]u k'¥ofpF5 . To;}n]
jt{dfg ;dodf sfo{;+:s[ltsf] cWoogn] sfo{z}nL -Work style_ tyf sfo{ k|jfx -Work

- 31 -
flow_ df ;'wf/ NofO{ ;Ë7gsf] ;]jf k|jfxnfO{ k|efjsf/L Pj+ bIf agfpg] k|of; sltko
d'n'sn] u/]sf 5g\ . o; k|sf/ ;]jfu|fxLsf] cf:yf tyf ljZjf; xfl;n u/L ;]jf k|jfxsf]
cf}lrTo k'li6 x'g ;S5 / o;n] j}wtf k|fKt u5{ .

;fdfGo1tf -Generalist_ sf] cEof; nfdf] ;dob]lv x'Fb} cfPsf] xfd|f] h:tf] k|zf;gdf Pp6f
sd{rf/L h'g;'s} lgsfodf ePklg sfo{ ug{ ;Ifd x'g] ljZjf; ul/G5 / cGt/ lgsfo ;?jf
a]nfa]nfdf x'g] u5{ . t/ s'g} klg JolQmnfO{ gofF sfof{nodf ;?jf ePkl5 s]xL ;do To;
sfof{nosf] jftfj/0f, sfdsf] k|s[lt tyf sfo{ljlwsf] af/]df j'em\g nfUb5 . To; cjlwdf
p;sf] sfd u/fOsf] cEof;af6 ;]jfu|fxL jf ;+u7gnfO{ c;/ kg{] vfnsf] sfd klg ePsf] x'g
;S5 . To:tf] ;+efljt c;/nfO{ Go"g u/L sd{rf/LnfO{ cfkm\gf] sfddf k"0f{ of]ubfg lbg ;Sg]
u/L ;Ifd agfpg sfo{;+:s[ltsf] cWoogn] d2t ub{5 .

@=@=!= ;fj{hlgs ;]jf k|jfxdf sfo{;+:s[ltsf] e"ldsf

;fj{hlgs ;]jf k|jfxdf sfo{;+:s[ltsf] 7"nf] e"ldsf /x]sf] x'G5 . sfo{;+:s[ltsf] hfgsf/Ln]
;]jf k|bfos ;Ë7gsf] lgDg kIfdf ;xof]u k'¥ofpF5M
) sd{rf/L Joj:yfkg
) ;'zf;gsf] ;'lglZrttf
) ljleGg ;+:s[lts k[i7e"ldsf hgzlQmsf] Joj:yfkg -Managing work force
diversity)
);+u7gfTds Jojxf/ -sd{rf/Lsf] wf/0ff, dgf]jn, k|ltj4tf, pQ/bfloTj lgwf{/0f ;DaGwdf_
) k|zf;g ;'wf/ -sfo{ljlw / sfo{k|0ffnLdf ;'wf/_
) pQ/bfoL ;/sf/sf] :yfkgfdf ;xof]uL cflb .

@=@=@= ;fj{hlgs ;]jf k|jfxdf sfo{;+:s[ltn] kfg{] k|efj

;fj{hlgs ;]jf k|jfxdf ;f]em} ;+nUg x'g] sd{rf/L -Frontline employees_ tyf
:yfgLo:t/sf ;Ë7g -Grassroot or local level organization_ x?sf] dgf]j[lQ tyf
- 32 -
Jojxf/n] ;]jfu|fxLnfO{ ;du| ;/sf/k|ltsf] wf/0ff agfpg d2t ub{5 . Pp6f ufpF ljsf;
;ldltn] ug{] JolQmut 36gf btf{ -Vital incidence registration_ jf Onfsf:t/Lo s[lif
;]jf s]Gb|n] :yfgLo hgtfnfO{ k'¥ofpg] ;]jf jf k|x/L sd{rf/L jf eG;f/ sd{rf/Ln] ug{]
Jojxf/n] ;/sf/sf] 5lj agfpg e"ldsf v]n]sf] x'G5 . lsgls ;]jf ljt/0fdf ;+nUg sd{rf/L
;]jf k|bfos ;+:yfsf] Ps cË xf] p;n] ;]jf k|bfos ;+:yfsf] dfq geP/ l;Ëf] ;/sf/sf]
k|ltlglwTj u/L /fv]sf] x'G5 . p;n] k|bfg ug{] ;]jfdf p;sf] ;+u7gsf] ;+:s[lt ;d]t
k|ltljlDat eO/fv]sf] x'G5 .

x/]s ;]jf k|bfos lgsfosf] 5'§} t/ ljlzi6 sfo{;+:s[lt x'G5 h'g cGo lgsfosf] eGbf km/s
x'g;S5 . h:t}M x/]s lbg laxfg sd{rf/Lx? sfo{fno k|d'vsf] sf]7fdf e]nf eO{ cgf}krfl/s
5nkmn ug{], PSn} jf ;d"xdf ldn]/ sfd ug{], cfkm\gf] 6]a'n k'5\g] b]lv cfkm"nfO{ cfjZos kg{]
;]jf cfkm}n] ug{] -Self service_, sfof{nosf] kq cfkm}n] 6fOk u/]/ x:tfIf/ tyf rnfgL ug{]
cflb k|rng sfof{no lkR5] km/s x'g;S5 . sfof{nosf] sfo{;+:s[lt ';Ë7gfTds afgL' ePsf]
x'Fbf ;]jfu|fxLn] k|fKt ug{] ;]jfb]lv lnP/ u'gf;f] ;'g'jfO ;Dddf To;sf] k|efj kg{' :jefljs} xf]
. ;Ë7gsf gsf/fTds sfo{;+:s[ltnfO{ Go"gLs/0f ub{} ;sf/fTds sfo{;+:s[ltnfO{ a9fjf lbg] /
;]jfu|fxLsf] lxtnfO{ ;jf{]kl/ k|fyldstf lbg] ;+:s[ltsf] cjnDagdf hf]8 lbg' x/]s ;]jf
k|bfos lgsfo tyf sd{rf/Lsf] k|fylds st{Jo x'G5 .

@=@=#= sfo{;+:s[lt / ;fj{hlgs ;]jf k|jfxaLrsf] cGt/;DaGw

jt{dfg ;dodf ;fj{hlgs ;]jf k|jfxdf ;'wf/ NofO{ o;sf] bIftf, k|efjsfl/tf a9fpg tyf
ldtJooL agfpg ljleGg ;'wf/ k|of;x?sf] yfngL ePsf] 5 . o;df ;'wf/ Nofpg ;+u7gsf]
sfo{ ;+:s[ltsf] cWoog u/L ;f] cg';f/ ;'wf/ ug{ Ps dxTjk"0f{ pkfo x'g ;S5 . lsg ls
k|zf;g ;'wf/sf] gfddf h] hlt cWoog k|ltj]bg tof/ u/] klg ;]jf k|jfxdf ;+nUg
sd{rf/Lsf] Jojxf/df ;]jfu|fxLn] cg'e"t ug{ ;Sg] kl/jt{g gcfO{ ;Ë7g ;+/rgf, sfo{ljlw jf
cGo ef}lts ;'wf/n] dfq lbuf] / :yfoL ;'wf/ x'g ;Sb}g . ;Ë7gdf sd{rf/Lsf] Jojxf/nfO{

- 33 -
k|efj kfg{] d'Vo cGt{j:t' dWo] sfo{;+:s[lt klg Ps ePsf] x'Fbf c;n sfo{;+:s[ltsf] lgdf{0fdf
hf]8 lbO{ ;]jf k|jfxnfO{ sd{rf/L / ;Ë7gsf] cfbz{sf] ?kdf :yflkt ug{ ;lsG5 .

;fj{hlgs k|zf;gdf ;fdflhs d"NodfGotf, k|yf / k/Dk/fn] ulx/f] :yfg /fVb5g\ . k|zf;g
;~rfng ug{] k|zf;sx? ;dfhsf cleGg cË ePaf6 klg o;sf] sfd sf/jfxL / sfo{
k|0ffnLdf pgLx?sf] afgL Joxf]/f, /xg;xg / rfnrngsf] k|ToIf c;/ kb{5 . sd{rf/Lx?n]
cfkm" x's{]sf] ;fdflhs jftfj/0faf6 cfkm"n] u|x0f u/]sf wf/0ffx?n] sfo{:yndf ug{] sfdsf]
tf}/tl/sf, ;]jfu|fxL / ;xsdL{x?;Fu ug{] Jojxf/, ;]jfk|ltsf] k|lta4tf cflbdf k|efj kf/]sf]
x'G5 .

;fdflhs ljsf;, cfly{s ljsf;, /fhgLlts ;+:sf/, ;f+:s[lts k/Dk/f cflb kIf;Fu
;fj{hlgs k|zf;gsf] cGt/lqmof x'g] ub{5 h;af6 ;fdflhs ;+:sf/, kl/j]z Pj+ ;jf{ËL0f
ljsf;sf] :ki6 k|ltljDa ;fj{hlgs k|zf;gdf b]Vg ;lsG5 . g]kfn h:tf] ljsf;f]Gd'v b]zdf
t o;sf] c;/ cem} a9L k/]sf] x'G5 . To;}n] t g]kfnsf] ;fj{hlgs k|zf;gdf k|z:t dfqfdf
/f0ffsfnLg cjz]ifx? kfpg ;lsG5 . ;fdGtL / rfs8L ;+:sf/af6 ljsl;t x'+b} cfPsf] xfd|f]
;fj{hlgs k|zf;gdf gftfjfb, s[kfjfb, rfs8L, rfKn';L cflb ;+:sf/sf] k|efj cem} /x]sf]
b]lvG5 . o;}sf] k|efjn] ubf{ g} g]kfnsf] ;fj{hlgs k|zf;gdf s'nLg Pj+ pRr hfltsf] ks8
/ af]nafnf /x]sf] b]lvG5 . o;sf] ;fy} ;fdflhs ju{ lje]bsf] 5fk k/]sf] g]kfnsf] lghfdtL
;]jfdf sfdsf] k|s[lt bhf{ jf kb;Fu hf]l8Psf] 5 . k|zf;gdf 7"nf / ;fgf sd{rf/Lx?aLrsf]
vf8n klg lgs} 7"nf] /xg uO{ dflns / gf]s/sf] h:tf] Jojxf/ x'g] u/]sf] kfOG5 .

@=@=$ km/s sfo{;+:s[lt M km/s dfGotf

sfo{;+:s[ltdf ePsf] leGgtfn] ubf{ s'g} d'n'sn] sfddf hf]8 lbg] / s'g} d'n'sn] dfgj
;+;fwgdf hf]8 lbg] x'G5 . h:t} cd]l/sg sfo{;+:s[ltdf JolQmnfO{ eGbf sfd -glthf–
pTkfbg_ nfO{ a9L hf]8 lbOG5 / sfd ubf{ ljz]if1tfsf] k|of]unfO{ ?rfOG5 . ;Ë7gdf
JolQmsf] :yfloTj sd x'G5 . t/ hfkfgdf JolQmnfO{ ;d]t plQs} dxTj lbOG5 . s'g} klg

- 34 -
pTkfbgdf sfdbf/sf] cl:tTj pTkflbt j:t';Fu} ufFl;Psf] x'G5 eGg] efjgfTds ;DaGwnfO{
:jLsf/ ug{] wf/0ff hfkfgdf 5, h;nfO{ 'dg / d'6'sf] ;DaGw' (Heart and mind
approach) elgG5 . o;}n] JolQmsf] h]i7tf tyf cg'ejsf] 7"nf] ;Ddfg ul/G5 / JolQmsf]
;Ë7g kl/jt{g -Turnover) b/ cToGt Go"g x'G5 . o;sf] ljk/Lt klZrdf Joj:yfkgn]
sfdbf/nfO{ p;sf] kfl/>lds lbPkl5 j:t';Fu >ldssf] efjgfTds ;DaGw /xFb}g eGg] wf/0ff
/flvG5 . To:t} ljbfnfO{ st} lgtfGt JolQmut ?kdf lnOG5 eg] st} ljbfsf] ;dodf klg
sfof{nosf] sfdd} Jo:t x'g] k|rng kfOG5 cem sltko ;Ë7gn] g} ljz]if ;'ljwfsf] Kofs]h -
Subatical leave_ lbP/ sd{rf/LnfO{ 3'Dg k7fpF5 . ljleGg b]zsf cf–cfkm\g} k|sf/sf]
sfo{;+:s[lt x'G5 . t/ sfo{;+:s[lt / sfo{k|0ffnLsf] ljsf; geO{ s'g} klg b]zsf] cfly{s,
;fdflhs ljsf; rflxF x'g ;Sb}g .

;fj{hlgs ;]jf k|jfx ;DaGwdf cd]l/sL cg'ej

hgtfn] s:tf] vfnsf] ;Dks{ ;fwgaf6 s'g xb;Ddsf] ;]jf lng rfxG5g\ tyf ;/sf/n]
s:tf] vfnsf] ;]jf lbO/x]sf] 5 o;af/] Ps cd]l/sL ;+:yfn] cd]l/sfdf u/]sf] cWoogaf6
lgDg cg';f/sf] k|ltlqmof k|fKt ePsf] kfOof] M

l;=g+= ;Dks{ ;fwg ;]jf k|fKt ug{ rfx]sf] k|ltzt ;]jf k|fKt u/]sf] k|ltzt
! 6]lnkmf]g $@% $)%
@ j]a ;fO6 @(% @$%
# JolQmsf] :jo+ pkl:ylt @)% !#%
$= Od]n !*% !!%
% lr7\7L !&% !)%
o;af6 ;]jfu|fxLx? ;]jf k|bfos lgsfodf :jo+ pkl:yt eP/ eGbf ;"rgf k|ljlwsf] pkof]u
u/L ;]jf k|fKt ug{ rfxG5g\ eGg] b]lvG5 .

a]lNhodsf] l:6«6 Ao'/f]qm];L

- 35 -
;j{;fwf/0f hgtfn] cfjZos ;]jfx? ;8saf6} lng ;Sg] ePsfn] a]lNhoddf l:6«6 Ao'/f]qm];L
;~rfngdf 5 elgG5 . g]kfnsf jfl0fHo a}+sx?n] 7fpF 7fpFdf Pl6Pd d]l;g /fv] em}+ a]lNhod
;/sf/n] 7fpF 7fpFdf ;/sf/L ;]jf k|bfg ug{ sDKo'6/ /fv]sf] 5 . ;]jfu|fxLn] ToxL sDKo'6/sf]
dfWodåf/f cfjZos hfgsf/L tyf ;]jf xfl;n ug{ ;Qm5g\ . xfd|f] ;Gbe{df klg u'gf;f]
Joj:yfkg ug{ k|wfgdGqL tyf dlGqkl/ifb\sf] sfof{nodf rf}aL;} 3G6f ph'/ ug{ ;lsg]
EjfO; /]s8{/sf] Joj:yf ul/Psf] 5 . g]kfn k|x/Ln] rf}aL;} 306f v'Ng] lgoGq0f sIf ;~rfng
u/]sf] 5 . ;do ;dodf g]kfnsf b'u{d e]udf ;~rfng x'g] 3'DtL ;]jf / lzlj/n] 3'DtL
;/sf/ -Mobile government_ sf] cjwf/0ff cg';f/ hgtfnfO{ k|efjsf/L¿kdf ;]jf k|jfx
ug{] sfd ub{} cfPsf] 5 . -x]g{'xf]; aS; g+= ! k[i7_

Go"lhNofG8sf] sG6«ofs Dofg]hd]G6

;fj{hlgs ;]jfsf] k|efjsfl/tf j[l4 ug{ Go"lhNofG8df ;]jf k|jfx ug{] sd{rf/L;Fu lglZrt
cfwf/ agfP/ sfo{ ;Dkfbg ;Demf}tf ul/G5 h;df ;]jfsf] kl/0ffd, k|lqmof, u'0f:t/, ;do /
;|f]t;fwg :ki6 ¿kdf pNn]v ePsf] x'G5 . pQm ;doleq sfo{ ;DkGg ug{ ;s]df JolQm
k'/:s[t x'g] cGoyf bl08t x'g] ub{5 . o;af6 Psflt/ sfd ug{] sd{rf/LnfO{ ;]jf k|jfx ug{]
qmddf ;fwg / ;|f]tsf] cefj x'Fb}+g eg] csf{]lt/ ;]jfu|fxLnfO{ tf]lsPsf] ;do / k|lqmof
cg';f/ ;/n 9Ën] ;]jf k|fKt ug{ d2t k''Ub5 . g]kfndf klg lghfdtL ;]jf P]gdf ljefuLo
k|d'v tyf sfof{no k|d'v;Fu sfo{ ;Dkfbg s/f/ ug{ ;lsg] Joj:yf eO{ sfof{Gjogdf
cfO{;s] klg To;sf] ;sf/fTds k|efj b]lvg afFsL g} 5 .

sf]l/ofsf] kk{m/d]G; ck|fOhn

sf]l/ofdf sd{rf/L/sfdbf/nfO{ Go"gtd tna :s]n k|bfg ug{] / a9L sfd/pTkfbg u/]df a9L
tna kfpg] Joj:yf 5 . oxfF slt sfd -Work_ slt ;do -Time_ df u/]afkt slt
kf/L>lds (Remuneration_ kfpg] eGg] s'/fsf] k"j{lgwf{/0f ul/Psf] x'G5 . a9L sfd ug{
;Sg]n] a9L g} lhDd]jf/L kfpg] / JolQm hlt Ifdtfjfg 5 TolTf a9L dxTjk"0f{ :yfgsf]
lhDd]jf/L kfpg ;S5 . sfo{ ;Dkfbgdf cfwfl/t eP/ ;'ljwf kfpg] xF'bf sd{rf/Lsf]

- 36 -
pTkfbsTj j[l4df of] Joj:yf ;xfosl;4 dflGfG5 . g]kfnsf] lghfdtL k|zf;gdf xfn sfo{
;Dkfbgdf cfwfl/t k|f]T;fxg k|0ffnL -Performance based incentive system) s]xL
sfof{nox?df nfu" eP tfklg To;sf nflu pko'Qm sfo{ljj/0f / j:t'ut dfkg ;"rsx?sf]
cefj b]lvPsf] 5 .

km/lueg]; sf8{ (Forgiveness card)

cd]l/sf / s]xL o'/f]k]nL d'n'sdf km/lueg]; sf8{sf] k|rng 5 . sd{rf/LnfO{ lhDd]jf/L
lbFbfsf avt g} p;sf] sfo{ dfkg ug{ ;3fp k'Ug] s]xL sf8{x? p;nfO{ lbOG5 . jif{sf]
cGTodf k|fKt sf8{x? vr{ gu/L Joj:yfkgnfO{ a'emfpg ;Sg' sd{rf/Lsf nflu pQd sfd
x'G5 . ;]jf k|bfg ug{] qmddf sd{rf/Laf6 s'g} uNtL ePdf Ifdfofrgf :j?k cfkm"nfO{ k|fKt
sf8{ ;'k/efOh/n] dfu]sf avt lbg'kb{5 . o;sf] u0fgf ul/G5 / k6s k6s uNtL
bf]xf]¥ofpg] sd{rf/Lsf] klxrfg ul/G5 . sd{rf/Lsf] d"NofÍg ubf{ o;nfO{ klg cfwf/ dfg]/
k'/:s[t jf bl08t ul/G5 .

sn ;]G6/
ljsl;t b]zx?df sn ;]G6/sf] Jofks k|of]u ePsf] kfOG5 . sn ;]G6/ eGgfn] ;DalGwt
;+:yfn] cfkm"n] ;]jf lbg] ljifosf] hfgsf/L OR5's gful/snfO{ lbg] PsfO{ a'lemG5 . o;/L
6]lnkmf]g ;Dks{ dfkm{t g} cfkm"n] lng rfx]sf] ;]jf gful/sn] tTsfn} kfpF5 jf lng rfx]sf]
;]jf sxfF, slxn], s;/L lng ;lsG5, slt k};f nfU5 eGg] h:tf lh1f;fsf] hfgsf/L kfpF5 .

- 37 -
 efu tLg

g]kfndf ;fj{hlgs ;]jf k|jfx, sfo{ ;+:s[lt tyf sfo{k|0ffnLsf]

cj:yf ljZn]if0f

#=! g]kfndf ;fj{hlgs ;]jf k|jfxsf] cj:yf s:tf] 5 <

g]kfn ;/sf/n] hgtfnfO{ zflGt ;'/Iff b]lv lnP/ 6]lnkmf]g, lah'nL, vfg]kfgL, lzIff, :jf:Yo,
s[lif, h:tf ljleGg If]qdf ;]jfx? k'¥ofpFb} cfPsf] 5 . oL ;]jfx?af6 hgtf nfeflGjt ePsf
5g\, oBlk ;fj{hlgs ;]jfsf] jt{dfg cj:yfnfO{ x]bf{ o;k|lt /fhgLlts If]qsf] b[li6sf]0f,
;]jfu|fxL hgtfsf] k|ltlqmof / ;]jfsf] pknAwtf, :t/Lotf tyf k|efjsfl/tfnfO{ lnP/
pkef]Qmfx?df u'gf;f], c;Gt'li6 klg /x]sf] b]lvG5 g} . xfn ;Ddsf k|zf;g ;'wf/ ;DaGwL
cWoog k|ltj]bgx?n] clwsf+ztM ;]jf ;~rfngsf If]qdf ljleGg sdL sdhf]/Lx? cfF}+NofP/
;'wf/sf nflu ;'emfjx? k|:t't u/]sf] kfOG5 . oBlk tL ;'emfjx? Jojxf/df sfof{Gjog
ePsf pbfx/0f sd} b]lvPsf 5g\ .

#=!=! cWoog k|ltj]bgx?df ;fj{hlgs ;]jf k|jfxsf] k|;ª\u

k|zf;g ;'wf/ cfof]usf] k|ltj]bg, @)$* n] g]kfnsf] ;fj{hlgs ;]jf k|jfxdf lgDg sdLx?
cf}+FNofPsf] 5 M
s_ k'¥ofPsf ;]jfx? hgtfn] cg'ej u/]sf cfjZostfx?nfO{ k"/f ug{ ;Sg] lsl;dsf 5}gg\ .
v_ ;]jfx? nlIft ju{df k'Ug ;s]sf 5}gg\ .
u_ ;]jfx?sf] u'0ffTds:t/ ;Gtf]ifhgs 5}g .
3_ ;]jfx? cToGt ;Lldt ;ª\Vofsf hgtfdf dfq k'Ug ;s]sf 5g\ /
8=_ ;]jfx? k'¥ofpg] qmddf pknAw ;fwgx? -dfgjLo, ljQLo / j:t'ut_ sf] s'zn pkof]u
x'g ;s]sf] 5}g .

dfly bzf{OPsf sdL sdhf]/Lx? x'gfsf sf/0fx? lgDgfg';f/ cfF}+NofOPsf 5g\ M

) /fhgLlts k|lta4tfsf] cefj,
- 38 -
) pko'Qm / Jojxfl/s gLlt / sfo{ljlwx?sf] cefj,
) ;]jf k|bfos lgsfodf hgpQ/bfoL efjgfsf] sdL,
) ;]jf k|jfxdf ;+nUg sd{rf/Lx?nfO{ ;d'lrt k|f]T;fxg Joj:yfsf] cefj,
) s]Gb|Lo:t/af6 th{'df x'g] ;]jf k|jfx ;DaGwL sfo{ljlwdf :yfgLo ;fdflhs,
cfly{s / ef}uf]lns ljleGgtf cg's"n sfo{ljlwdf nrstfsf] cefj,
) ;]jf k'¥ofpg] sfo{df cfly{s, dfgjLo / ef}lts ;fwgx?sf] ;d'lrt pkof]u x'g
g;Sg',
) ;]jf kl/k"lt{ ;DaGwL sfo{qmdx? p2]Zod"ns geO{ sfo{ljlwd"ns ePsfn] ;]jf
k'¥ofpg] jf:tljs p2]Zo k"/f eP gePsf] tkm{ gLlt lgdf{tfx?sf] ;d'lrt Wofg
hfg g;Sg',
) ;]jfdf k|efjsfl/tf / ldtJolotf Nofpg] sfo{df sfo{:ynl:yt sfof{nox?sf]
dflyNnf]:t/af6 lg/Gt/¿kdf ;'kl/j]If0f x'g g;Sg',
) ;]jfu|fxL hgtfdf r]tgfsf] sdLn] ubf{ lghx?af6 ;]jf k|bfg ug{] sfof{nox?dfly
cfjZostf cg';f/ k|efjsf/L¿kn] ;]jf k|bfg ug{sf nflu ;d'lrt bjfj kg{ g;Sg',
) b"u{d lhNnfx?df /x]sf w]/} sfof{nox?df kbk"lt{ eO/x] tfklg clwsf+z
sd{rf/Lx? lhNnfdf cg'kl:yt /xgfn] :yfgLo:t/sf] ;]jf ;~rfngdf afwf kg{' /
) hgtfnfO{ ;]jf k'¥ofpg] sfo{df ;+nUg sd{rf/Lx?sf] dgf]andf Jofks x«f; cfpg'

e|i6frf/ lgoGq0f ;'emfj ;ldltsf] k|ltj]bg, @)%^ n] ;]jf k|jfx sfo{df ;+nUg g]kfn
;/sf/sf :yfgLo sfof{nox?sf] sfo{ ;Dkfbgsf] l:ylt / To;k|lt cfdhgtfsf] wf/0ff b]xfo
cg';f/ /x]sf] s'/f pNn]v u/]sf] 5 .
) ;]jf k|bfos sfo{fnox?sf] sfo{z}nL / lqmofsnfkk|lt ax';+Vos hgtfsf] b[li6sf]0f /
wf/0ffnfO{ d"NofÍg ubf{ pbfl;gtf, clgoldttf / e|i6frf/ Jofks ePsf] u'gf;f]
JoQm ul/Psf ljrf/ / ljleGg ;~rf/ dfWodåf/f k|sflzt tyf k|;fl/t n]v /
l6Kk0fLaf6 k'li6 ePsf] .

- 39 -
) tTsfn lg0f{o lbg ;lsg] ljifodf klg cgfjZos ¿kdf ljleGg txdf kmfon 3'Dg]
/ o;sf] nflu ;DalGwt sd{rf/Lx?nfO{ cltl/Qm /sd cfkm\gf] y}nLaf6 lbP/
l/emfpg'kg{] ljjztfsf] df/df hgtf kl//x]sf .
) To; afx]s clwsf/sf] k|Tofof]hg gx'Fbf, s'g} sd{rf/L ljbf jf cGo sf/0fn]
pkl:yt gePsf] cj:yfdf cGo j}slNks sd{rf/L tf]lsg] gubf{ / ;fj{hlgs ljbf
cflbsf] sf/0faf6 ;fdfGo sfdsf nflu klg w]/} lbg s'g{'kg{] afWotfn] ubf{ ;/sf/L
sfof{nox?sf] sfdk|lt gsf/fTds wf/0ff a9\b} uPsf] .
) k|zf;g ;'wf/ ;'emfj cfof]usf] k|ltj]bg nufot ljleGg cWoog k|ltj]bgx?df
;fj{hlgs ;]jfsf] k|efjsfl/tfdf clej[l4 ug{ lbOPsf ;'emfjx? nfu" ug{
;/sf/L:t/af6 s]xL k|of; eP klg d'Votof b]xfosf ljifodf hgu'gf;fx? a9\b}
uPsf] b]lvG5 M
ƒ gLltut / k|lqmofut sfo{df x'g] u/]sf] clgoldttf,
ƒ ljsf; / lgdf{0fsf] If]qdf x'g] /fhgLlts lvrftfgL, k|zf;sLo
l9nf;':tL, of]hgfsf] u'0f:t/df x|f; / e|i6frf/,
ƒ ;fj{hlgs ;]jf k'¥ofpg] :yfgLo sfof{nox?df x'g] clgoldttf /
e|i6frf/
) b}lgs ?kdf hgtfnfO{ ;]jf k'¥ofpg :yfkgf ul/Psf sfof{nox?sf sd{rf/Lx?sf]
Jojxf/af6 hgtfn] ;/sf/ k|ltsf] wf/0ff agfpg] x'Fbf g]kfn ;/sf/n] o;nfO{
uDeL/ ¿kdf lnO{ o:tf clgoldttf, l9nf;':tLnfO{ lgoGq0f ug{ k|efjsf/L sbd
rfNg' cfjZos /x]sf] .

lghfdtL ;]jfsf] ;f]rkq, @)^# n] ;fj{hlgs ;]jfsf] cj:yfsf af/]df b]xfo cg';f/ pNn]v
u/]sf] 5 M
) ;]jfsf ;j{dfGo d"No dfGotfx¿ (Values and norms) k|a4{g / ;+:yfut x'g
;ls/x]sf 5}gg\ .

- 40 -
) sd{rf/Lsf] pTk|]/0ffdf sdL x'g'sf] ;fy} dgf]an x|f;f]Gd'v 5 . kb:yfkg, ;?jf,
tflnd / a9'jfh:tf kIfx¿nfO{ k4ltd"ns / cg'dfgof]Uo agfpg ;lsPsf] 5}g .
) ;Dkflbt clwsf+z sfo{x¿ JolQmut ;Dks{, lrghfg / eg;'gsf] cfwf/df x'g] u/]sf]
5.
) ;]jf Psflt/ cfly{s?kn] af]lemnf] / vlr{nf] 5 eg] csf]{lt/ Go"g a]tgsf] l:yltaf6
e|i6frf/tkm{ pGd'v /x]sf] 5 .
) ljleGg cWoog÷cg';Gwfgn] dflg;sf] ;f]Fr / ljrf/df ;sf/fTds kl/jt{g
gNofP;Dd s'g} klg nIodf k'Ug g;lsg] oyfy{tf :ki6 x'Fbfx'Fb} klg clxn];Dd dfgj
;+;fwg ljsf;sf nflu nufgL ug'{k5{ eGg] efjgfn] k|fyldstf kfpg ;s]sf] 5}g .
) nf]stflGqs d"No dfGotfnfO{ ;xh} cfTd;ft\ u/L hgtfsf] ;]jfdf bQlrQ /xg] /
v'nf jftfj/0fdf sfo{;Dkfbg ug]{ ;+:s[ltsf] cefj /x]sf] 5 .
) sfo{:yndf /xL ;]jf k|jfx ug]{ sd{rf/Lx¿sf nflu ;Lk ljsf; / Jojxf/
kl/jt{gsf nflu tflnd Pj+ cGtlqm{ofsf] sdL /x]sf] 5 .
) k|zf;lgs clwsf/sf] cTolws s]Gb|Ls/0f ul/Psf] 5 .
) P]gsfg"g adf]lhd sfd ug]{ u/fpg] / ;f] sf] kfngf eP gePsf] ljifodf lgoldt
cg'udg ug]{ kl/kf6Lsf] cefj /x]sf] 5 .
) /fhg}lts / k|zf;lgs ;lqmotfsf] cefjdf b08xLgtf / cg'zf;gxLgtfn] k|>o
kfpg] u/]sf] 5 .
) cfkm\gf] sfd km5\of}{6 / ;]jf k|jfx ubf{ ;]jfu|fxLnfO{ lje]bk"0f{ Jojxf/ ug]{ u/]sf]
kfOPsf] 5 .
) k|zf;g ;'wf/sf ljutsf k|of;x¿ sd{rf/Lsf] dgf]j[lQdf ;'wf/tkm{ eGbf a9L
;++/rgfTds kl/jt{gtkm{ pGd'v /x]sf 5g\ .
) sltko kbx?sf] cBflk sfo{ljj/0f tof/ ePsf] 5}g eg] ePsfx?sf] xsdf
sfo{ljj/0fsf] k"0f{ kfngf ePsf] 5}g .

- 41 -
) sfo{;Dkfbg:t/nfO{ k'/:sf/ / b08;Fu cfa4 ug{ ;lsPsf] 5}g . lg0f{o k|lqmof
ckf/bzL{ / a9L k|lqmofd'vL eO{ ;]jfk|jfx glthfd'vL Pj+ k|efjsf/L x'g ;s]sf] 5}g .
) gjk|jt{g / cu|;/tfnfO{ k|>o lbg] sfo{;+:s[ltsf] ljsf; x'g ;s]sf] 5}g .

;g\ @)!& ;Ddsf /fli6«o txsf of]hgf tyf gLltx?nfO{ dfu{lgb{]zg ug{] nIo lnPsf]
g]kfnsf] nflu lbuf] ljsf;sf] Ph]G8f, @))@ n] ck|of{Kt ;+:yfut Ifdtf, cs'zn Joj:yfkg,
s]Gb|Ls[t ;+/rgf tyf k|zf;lgs k4lthGo pbfl;gtfsf sf/0fn] ubf{ /fHoaf6 k|fKt x'g'kg{]
;]jfx?sf pko'Qm k|jfxdf cj/f]wsf] l;h{gf x'g'sf ;fy} Tof] sdhf]/ klg x'g k'u]sf] tYo
cf}+FNofPsf] 5 .

#=!=@ /fhgLlts b[li6sf]0fsf] cfwf/df ;fj{hlgs ;]jf k|jfxsf] cj:yf

g]kfndf @)%@ ;fndf ;z:q /fhgLlts åGåsf] ;'?jft ePkl5 :yfgLo:t/df /x]sf ;]jf
k|jfxdf ;+nUg lgsfox? h:t} ufpF ljsf; ;ldlt, s[lif tyf e]6]g/L ;]jf s]Gb|, a}lsª\
sfof{nox?, k|x/L rf}sL, ;Ldf k|zf;g tyf eG;f/ sfof{nox? lhNnfl:yt ;b/d'sfddf
;fl/P jf ;dfg k|s[ltsf cGo sfo{fnodf ufleP jf aGb ul/P . o;jf6 ;]jfu|fxLnfO{ ;]jf
k|fKt ug{df c;'ljwf tyf c;xh l:ylt pTkGg ePsf] kfOG5 . @)^# dª\l;/ % df lj:t[t
zflGt ;Demf}tf ePkZrft sltko ;]jf :yfgLo:t/df ;'rf? ePklg sltko ;]jf k|bfos
;+:yfx?sf] k'g:{yfkg x'g ;s]sf] 5}g . cem} sltko uflj; sfof{nox? k"j{jt\ ;~rfng x'g
;s]sf 5}gg\ . ufpF ljsf; ;ldltsf ;lrjx? ;b/d'sfddf a;]/ sfd ug{] kl/kfl6n] :yfgLo
hgtfnfO{ ;]jf k|fKt ug{ x'g;Ddsf] sl7gfO ePsf] 5 . ljut nfdf] ;do -lj=;+= @)%(_ b]lv
:yfgLo lgsfosf] l/Qmtf tyf ;+j}wflgs lgsfox?n] k"0f{:j¿k kfpg g;Sgfn] ;fj{hlgs
;]jf k|jfx sxLF g sxLF k|efljt aGg k'u]sf] 5 . ;]jfu|fxL hgtf ;]jf k|fKt ug{] ;fj{ef}d
clwsf/af6 al~rt x'g k'u]sf] o; tYok|lt /fHo kof{Kt dfqfdf ;Dj]bgzLn aGg g;s]sf]
oyfy{ k'li6 x'G5 .

- 42 -
/fhgLlts g]t[Tjn] cfkm\gf] r'gfjL 3f]if0ffkqdf pNn]v u/]sf sfo{qmdx?nfO{ nfu" ug{ ljleGg
/fhgLlts sfo{qmdx? NofPsf x'G5g\ . h:t}M cfkm\gf] ufpF cfkm} agfcf}F, lgjf{rg If]q ljsf;
sfo{qmd, ;fIf/tf ljsf; cleofg, :j/f]huf/ sfo{qmd cflb . oL sfo{qmdx?nfO{ p2]Zo
cg's"n sfof{Gjog u/]/ nlIft ju{;Dd k'¥ofpg s]Gb|Lo:t/b]lv :yfgLo:t/;Ddsf ;]jf
k|bfos lgsfox?sf] ;lqmo ;xeflutf cfjZos kb{5 . t/ g]kfndf ljut nfdf] ;dob]lv
:yfoL ;/sf/sf] cefj, gLltut lg/Gt/tfsf] sdL, k|zf;sLo ;Ifdtfsf] cefj h:tf
sf/0fx?n] ubf{ hgtfsf] 3/b}nf] ;Dd k'Ug] / hghLljsfnfO{ k|ToIf c;/ kfg{] o:tf
sfo{qmdx?sf] sfof{Gjogdf lg/Gt/tf, k|efjsfl/tf / ;Ifdtf b]lvPsf] 5}g . kmn:j?k oL
sfo{qmdx? cfkm\gf] p2]Zo cg';f/ cfly{s, ;fdflhs ¿kfGt/0fdf ;kmn sfo{qmdsf] ?kdf
eGbf klg nf]slk|o /fhgLlts sfo{qmd -Popular political programme_ sf ?kdf dfq
;Lldt x'g k'u]sf 5g\ .

#=!=# ;fj{hlgs ;]jf k|jfxsf] oyfy{ lrq0f

) ;fj{hlgs ;]jf k|jfxdf ;j{;fwf/0fsf] ;xeflutf x'g] u/]sf] 5}g . ;xeflutf gePsf]
sf/0f ;fj{hlgs ;]jf k|fKt ug{] hgtfsf] :jfldTj tyf ;+nUgtfsf] cefjdf pgLx? lgliqmo
;]jfu|fxL -Passive receipants) dfq ePsf 5g\ .

) ;/sf/ hgtfsf] ;d:of / cfjZostfk|lt kof{Kt ;+j]bgzLn 5}g . h:t} g]kfn /fi6«a}+sn]
5f]6f] ;do / ;Lldt ;"rgfsf] e/df k"j{ /fhfsf kmf]6f] clÍt k'/fgf gf]6x?sf] k|rngnfO{
ahf/af6 x6fpg rfn]sf] sbd ;j{;fwf/0fsf nflu cToGt c;'ljwfhgs, c:jLsfo{ ePsfn]
a}+s pQm lg0f{oaf6 kl5 x6\g' k¥of] .

) ;]jf k|jfxsf] s'g} l:y/tf, :yfloTj jf lg/Gt/tf 5}g . h:t} df]6/;fOsndf ;jf/
JolQmx?n] slxn] b'O{j6f x]Nd]6 nufpg' kg{] slxn] rfnsn] dfq nfP x'g] Joj:yfn]
;]jfu|fxLsf] lxtnfO{ eGbf ;]jf k|jfx ug{] lgsfo tyf To:tf lgsfosf sd{rf/Lsf] ;'ljwfnfO{
x]/]sf] cg'e"lt x'G5 .

- 43 -
) ;fj{hlgs ;]jf dfu jf cfjZostfdf cfwfl/t -Demand based_ 5}g . h:t} Psflt/
sf7df8fF}+ pkTosfleq 5f]6f]5f]6f] b"/Ldf ;fj{hlgs k|fylds ljBfno 5g\ ltgdf klg
sltkodf ljBfyL{sf] ;ª\Vof lzIfssf] eGbf sd 5 . csf{lt/ b'u{d :yfgx?df k|fylds
ljBfno;Dd k'Ug klg afnaflnsfn] sf];f}+Fsf]; lxF8\g'kg{] cj:yf 5 .

) ;j{;fwf/0f hgtfsf] lghL ;DklQsf] ;+/If0f tyf sf/f]af/sf] ;'/lIft clen]v /fVg'
/fHosf] bfloTj xf] . t/ xfd|f ;]jf lbg] lgsfox? To:tf clen]vsf] Joj:yfkg, ;+/If0f /
pkof]udf pbfl;g, c;kmn / u}/lhDd]jf/ b]lvG5g\ . dfnkf]t, e"ld;'wf/ jf oftfoft
Joj:yf sfo{fnodf b]lvg] clen]vsf] c:tJo:tfn] xfd|f] ;]jf k|jfx slt r':t 5 eGg]
bzf{pF5 .

) ;fj{hlgs ;]jf ljt/0f k|0ffnL k|efjsf/L 5}g . cfwf/e"t ?kdf ;]jf k|jfx ug{]
sfof{nox? s'g s'g x'g\ eGg] s'/fsf] klxrfg g} x'g ;s]sf] 5}g . ;]jf lbg] lgsfox?
;j{;fwf/0fnfO{ ;]jf lbg vf]lnPsf x'g\ jf ;/sf/sf] sfo{If]q lj:tf/sf nflu dfq vf]lnPsf
x'g\ 5'6\ofpg ufx«f] b]lvG5 .

) ;fj{hlgs ;]jfsf] u'0f:t/ cToGt sdhf]/ 5 . cfd¿kdf ;]jfsf] u'0f:t/sf] s'g} dfkb08
5}g . dfkb08o'Qm ;]jf klg sfof{Gjog / cg'udgsf] cefjdf lkmtnf 5g\ . h:t}M zx/L
If]qsf ;/sf/L ljBfno tyf c:ktfnn] u'0f:t/Lo ;]jf lbg g;s]sf] x'Fbf dflg;x? lghL
ljBfno tyf :jf:Yo s]Gb|df dxª\uf] z'Ns lt/]/ ;]jf lng afWo 5g\ . b'u{d lhNnfx?df cGo
lasNk gx'Fbf tyf cfly{s cj:yf sdhf]/ x'g]x?n] dfq ;/sf/L ;]jf lng] u/]sf] kfOG5 .
;/sf/L ;x'lnotdf kfOg] j:t' tyf ;]jfx? Dofb gf3]sf - h:t}M b'u{d If]qsf :jf:Yo rf}sLdf
lgz'Ns lbOg] k'/fgf cf}iflwx?_, u'0f:t/ gePsf -h:t}M b}n]vdf ljutsf jif{df sfdsf] nflu
vfBfGg sfo{qmdsf nflu uf]bfd ul/Psf] rfdn_ / k/LIf0fsf nflu pknAw ePsf -h:t}M xfn}
xfQLkfOn] /f]u lgoGq0fsf nflu lbOPsf] cf}iflw_ b]lvG5 . o;af6 ;fj{hlgs ;]jf k|jfxk|lt
- 44 -
dfq xf]Og ;/sf/k|lt g} ljZj;gLotf 36\b} uPsf] b]lvG5 . ;fy} ;]jf k|bfodf ;+nUg
sd{rf/Lsf] d"NofÍgnfO{ pgLx?n] lbg] ;]jfsf] u'0f:t/;F+u cfa4 ug{ ;lsPsf] 5}g .
sd{rf/Lsf] cfrf/ ;+lxtfdf ;]jfu|fxLk|ltsf] Jojxf/ ;d]l6P klg ;]jfsf] u'0f:t/k|ltsf]
k|lta4tfnfO{ ;d]6g ;lsPsf] 5}g .

) ;fj{hlgs ;]jf k|jfxsf] ;DaGwdf Pp6f pQ/bfloTjk"0f{ :jtGq cl:tTjsf] u'gf;f] ;'Gg]
lgsfo g} 5}g . u'gf;f] ;'Gg tf]lsPsf s]xL lgsfox?df ;]jfu|fxLaf6 cfpg]] u'gf;f] ;'Gg] km';{b
g} 5}g . u'gf;f] ;'lgxfn]df klg s'g} k|efjsf/L / 7f]; sfo{ eOxfNnf eGg] s'/fdf ;]jfu|fxL
ljZj:t klg x'g 5f8]sf 5g\ . To;}n] sfof{nosf] ph'/L k]l6sfdf ph'/Lsf] ;§f dfs'/fsf]
hfnf] e]l6g] ul/g] u/]sf] 5 .

) ;fj{hlgs ;]jfdf kf/blz{tf canDag ug{] / pQ/bfloTj af]w ug{] jftfj/0f, afgL /
sfg'gL k|fjwfgsf] sdL 5 . ;fj{hlgs ;]jf k|jfxdf ;+nUg sfof{no cfsif{s, sdfpg]
lgsfosf ?kdf rlr{t 5g\ . ;bfrf/, ;ts{tf / b08xLgtfsf] cefjdf o:tf sfof{nox?
e|i6frf/sf] pj{/ If]q ag]sf 5g\ . kmn:j?k bfdsfdsf] lx;fan] /fd|f] / cfsif{s b]lvPsf
sfof{nodf ;?jf x'g sd{rf/Lsf] eL8 nfUg] u/]sf] 5 . ;]jf ug{] p2]Zon] eGbf lglxt :jfy{
k"/f ug{] p2]Zon] ;?jf x'g] sd{rf/Lx?af6 ;]jfu|fxLn] s:tf]] ;]jfsf] cfzf ug{] <

) ;fj{hlgs ;]jf k|jfxdf Jojxfl/stf 5}g . ;]jf lbgs} nflu vf]lnPsf sfof{nox?n]
;]jfu|fxLk|lt clnslt dfq klg ;xfg'el" t /fVg] u/]sf] kfOFb}g . h:t} gful/stfsf] nflu
b'O{lbgsf] af6f] wfP/ ;b/d'sfd cfpg] ;j{;fwf/0fnfO{ uflj;sf] l;kmfl/; Nofpg] gfddf
km]l/km]l/ klg ufpF kms{g'kg{] l:ylt cfpF5 . ;b/d'sfddf /x]sf] lhNnf ljsf; ;ldltn] afwf
km'sfOlbg ;Sb}g . s]xL jif{ klxn];Dd gful/stf tyf /fxbfgLsf nflu clws[t:t/sf]
sd{rf/Lsf] l;kmfl/; lng'kg{] cj:yfaf6 eg] xfn ;]jfu|fxLn] qf0f kfPsf 5g\ . t/ k|x/L tyf
;]gfdf egf{sf nflu bvf{:t lbFbf cem} klg clws[tsf] l;kmfl/; rflxg] b]lvO/x]sf] 5 .

- 45 -
) xfd|f ;]jf k|bfos lgsfox?sfaLrdf k6Ss} ;dGjo 5}g . xfdL ;a}n] e'Qmdfg
Joxf]/]sf] s'/f ug{] xf] eg] c;f/] em/L ;'? x'g] a]nfdf ;8s sfof{non] af6f] lkr ug{
yfN5 . lkr ug{] sfd g;Sb} vfg]kfgL sfof{no kfgLsf] kfOk la5\ofpgsf nflu af6f]
vGg cfOk'U5 . ;8ssf] xfnt dlxgf}F;Dd w'nf] / lxnf]n] ubf{ pkef]Qmf cflht ePsf
x'G5g\ . To;dfly 6]lnkmf]g jf 9nsf nflu af6f] vGg ;'? x'G5 / dlxg}Ff;Dd ;8ssf]
oxL a]xfn cj:yf /lx/xG5 . st} ;'g'jfO gePkl5 pkef]Qmf cfjfhljxLg lg/Lx eP/
c;'ljwfhgs cj:yfd} b}lgs u'hf/f rnfpg afWo x'G5g\ .

) ;fj{hlgs ;]jf k|jfxsf] cj:yf of]hgfljxLg 5 . h:t} s'g} Psk6s ;8s agfOG5 .
To;df tTsfnLg cfjZostfcg';f/ ;8s k]6L agfOG5, gfnf agfOG5 / cfsf;] k'n
agfOG5 . t/ s]xL jif{ kl5 Tof] af6f] ;fFu'/f] x'G5 . af6f] ;Fu;+u+F} ;a} k"jf{wf/ eTsfOG5
/ k"0f{¿kdf km]l/ agfOG5 . o;af6 ;fj{hlgs vr{sf] ckJoo / gful/snfO{ ;f:tL
x'g] afx]s c? s]xL x'g ;Sb}g .

) ;fj{hlgs ;]jfsf ;]jfu|fxLsf] ;Gt'li6 dfkg ug{] sfo{ s]Gb|Lo:t/sf s]xL sfof{nox?df
nfu" eP tfklg ;]jf:t/sf sfof{nox?df nfu" ug{ ;lsPsf] 5}g . ;]jf ljt/0f
Joj:yfkgdf ;]jfu|fxLsf] s'g} e"ldsf 5}g . ;]jfu|fxLsf] e"ldsf s]jn /fHon] lbPsf]
;]jf h:tf];'s} ePklg r'krfk l:jsfg{'kg{] cj:yf 5 .

) g]kfndf ;fj{hlgs ;]jf k|bfodf ;+nUg sfof{nox? pkef]Qmf / ;/f]sf/jfnfsf]

kxF'rsf] b[li6sf]0fn] c;'ljwfhgs 5g\ . w]/}h;f] sfof{no k|d'v sfof{no ejgsf]
dflyNnf] tnfdf a;]sf x'G5g\ . ckfª\utf ePsf JolQmnfO{ sfof{nosf] tnf pSng]
¥ofDksf] s'g} Joj:yf 5}g . o;}n] pgn] xflsdnfO{ e]6]/ ;SsnL ;"rgf -First
hand information) lng;Sg] cj:yf nueu 5}g eg]klg x'G5 . k|foM agfj6L
;"rgf -Manipulated information_ n] g} lrQ a'emfpg' k5{ . ;8ssf] d"n

- 46 -
 rf}af6f] -Inter section_ df lx\jn r]o/ pSng ;Sg] cj:yf 5}g . sltko ;/sf/L
sfo{fnox?df dlxnfx?sf] nflu 5'§} zf}rfnosf] ;d]t Joj:yf 5}g .

) xfd|f ;fj{hlgs ;]jf k|bfos lgsfox? ;]jfu|fxLk|lt c;+j]bgzLn / s7f]/ 5g\ eGg]
pbfx/0f ;]jfu|fxL nfOgdf pleP/ kfnf] klv{/x]sf] a]nf klg sfpG6/ -Front line)
sf :6fkm eg] ukmd} d:t jf cGo sfo{ -h:t} :jL6/ a'Gg]_ df Jo:t ePsf] b[ion]
:ki6 atfpF5 . ;]jfu|fxLk|lt ug{] Jojxf/x? P]g, lgod, sfo{ljlw / k|To]s ;/sf/sf]
cfudg;Fu} lbOg] lgb{]zgdf hf]8tf]8n] p7fOG5 t/ ;fj{hlgs k|zf;gsf] ;+:s[ltsf]
¿kdf 3';]sf] ";]js xf]Og zf;s" sf] dfgl;stfaf6 cem}klg k|zf;g ;+oGq d'Qm
x'g ;s]sf] 5}g .

) ;fj{hlgs ;]jf k|bfos sfof{nox? lghL ;]jf k|bfos ;+:yfsf] t'ngfdf lgs} sd bIf,
k|efjsf/L, ldtJooL / 5l/tf] /x]sf] oyfy{nfO{ lghL a}+s / ;/sf/L :jfldTjsf] a}+ssf]
;]jf lng] hf] sf]xLn] klg ;lhn} dx;'; ug{] s'/f xf] .

) ;fj{hlgs ;]jf k|bfos sfof{nox?sf] sfof{no ljGof; -Office layout_ klg ;]jf
cf/De b]lv cGTo;Dd qmdz ldNg] u/L agfOPsf] kfOFb}g . ;]jfu|fxL Pp6} sfdsf
nflu k6s k6s tnb]lv dfly jf cg]s sf]7f rxfg'{kg{] cj:yf clwsf+z sfof{nodf
/x]sf] kfOG5 . h:t} M cfGtl/s /fh:j sfof{nodf d'=c=s=, cGtz'Ns, tyf cfos/
ltg{'kg{] Pp6} ;]jfu|fxLn]] x/]s sfdsf nflu Pp6} sf]7fdf k6s k6s rxfg{'kg{] l:ylt
5 . u||fxsx?nfO{ Ps åf/ ;]jf -One door service_ lbg] eg] klg Tof] cg';f/sf] ;]jf
lbg ;/sf/L sfof{nox?n] ;s]sf 5}gg\ .

) xfd|f sfof{no k|d'vx?sf] w]/}h;f] ;do a}7s a:gd} laTb5 . o;} lgx"Fn] "l8:6a{
gugf{];\ / Jo:t " eGg] egfO af]s]/ 9f]sfdf kLP jf sfof{no ;xof]uL a;]sf x'G5g\ .

- 47 -
 a}7ssf] gfddf Jo:ttfsf] km];g -Meeting culture_ t cfd eO;Sof] . a}7ssf]
cf}lrTotf, pkfb]otf tyf k|efjsfl/tfsf] n]vfhf]vf ug{] a]nf eO;s]sf] 5 .

) xfd|f] ;]jf k|bfogsf] k|s[lt ;]jfu|fxL d}qL -Customer friendly_ 5}g . ;]jf
k|bfosn] cfkm"nfO{ dgkg{] / ;lhnf] x'g] lsl;dn] dfq ;]jf k|bfg u5{ . pbfx/0fsf]
nflu ;fj{hlgs oftfoftsf ;fwgn] cfkm"nfO{ ofq' l6Kg' k¥of]eg] hxfFaf6 klg p7fpF5
ofq'nfO{ emfg{'k¥of] eg] tf]s]s} :6];gdf dfq nu]/ /f]S5 . oftfoft Joj:yf / 6«flkms
k|x/Ln] ofq'nfO{ kfos gkg{] 7fpFdf /f]Sg] Joj:yf u/]sf x'G5g\ . hUufsf] xfn;flas
ug{'kbf{ nfUg] ;/sf/L b:t'/ ltl/;s]kl5 klg sd{rf/LnfO{ 6\ofS;Ldf xfn]/ Nofpg]–
k'¥ofpg] sfd u|fxsn] g} ug{'k5{ / To;dfly vfgkfgsf] Joj:yf klg . vfg]kfgLsf
sd{rf/LnfO{ pgLx?n] eg] adf]lhd b:t'/ 6qm\ofP kl5 wf/fsf] kfOk d]g nfOgsf] tn
jf bfofFafofF htfaf6 klg hf]l8G5 . Pp6f l;kmfl/; rflxof] eg] ;fwf/0f hgtfn]
uflj; sfof{noaf6 eGbf ;lrj sxfF k'u]sf] 5 TofxfF vf]Hb} hfg''k5{ . xNsf/fn] lr7\7L
3/df k'¥ofpFb}g xb} u/] glhs}sf] :s"n jf uflj;df nu]/ 5fl8lbG5 . b'u{d If]qsf
hgtfsf nflu k'¥ofPsf] rfdn sd{rf/Ln] g} vfP/ l;WofpF5g\ . /fhgLlts
bnx? cfkm\gf eft[ ;Ë7gx? dfkm{t x8tfn / rSsfhfd u/]/ b}lgs dhb'/L u/]/
vfg'kg{] hgtfsf] afFRg kfpg];Ddsf] xsb}ofsf] ;]jf klg lbg rfxb}gg\ . 6]lnkmf]g
lau|]sf] vj/ u/]kl5 dd{tsf nflu hltkN6 va/ u/]klg b"/;~rf/af6 sd{rf/L
cfpFb}gg\ of cfpg] OR5f ul/xfn] klg u|fxs cfkm}n] Nofpg]–k'¥ofpg] k|aGw
ug{'k5{ . xfn} g]kfn /fi6« a}sn] k"j{ /fhfsf] tl:j/ c+lst gf]6 ;fdfGo k|rngdf
gNofO{ a}+sdf uO{ ;f6\g'kg{] h:tf] cJojxfl/s / gful/s clwsf/nfO{ r'gf}tL lbg]
vfnsf] lg0f{onfO{ ;RrfO{ ;]jf k|bfogdf Nofpg vf]h]sf] snª\saf6 d'l:snn] aRg
k'u]sf] 5 . oL ;a} pbfx/0fn] s] b]vfpF5g\ eg] xfd|f] ;fj{hlgs ;]jf u|fxssf]
cfjZostf cg';f/ xf]Og ls ;]jf k|bfossf] cg's"ndf dfq lbg] ul/G5 .

- 48 -
) bf]xf]/f] sfo{If]q ePsf ;]jf k|bfos lgsfox? k|z:t /x]sf 5g\ . h:t} laB't ;DaGwL
sfo{ ug{ laB't ljsf; ljefu, hn tyf zlQm cfof]u, j}slNks ph{f k|j4{g s]Gb|,
g]kfn laB't k|flws/0f cflb 5g\ . To:t}, p:t} k|s[ltsf 3/]n' ljefu, 3/]n' tyf ;fgf
pBf]u ljsf; ;ldlt klg sfo{/t 5g\ . ;8s ljefu, s[lif ;8s tyf u|fdL0f k"jf{wf/
ljsf; ljefu ;8s lgdf{0fs} nflu sfd u5{g\ . ;/sf/L:t/af6 ;~rfng x'g] tflnd
s]Gb|x?df ;d]t bf]xf]/f]kg /x]sf] cWoogaf6 b]lvPsf] 5 . jg, l;FrfO{, ;~rf/, ;8s,
vfg]kfgL, 9n lgsf; h:tf If]qdf ;d]t PseGbf a9L lgsfosf] bf]xf]/f] e"ldsf /x]sf]
b]lvG5 . ;j{;fwf/0f pkef]Qmfsf] lxtsf nflu pkef]Uo j:t' tyf ;]jfsf] u'0f:t/
lgwf{/0f, cg'udg tyf lgodg sfo{df lg/Gt/ ;dlk{t x'g'kg{] g]kfn u'0f:t/ tyf
gfktf}n ljefu, vfB k|ljlw cg';Gwfg ljefu, jfl0fHo ljefu, :jf:Yo ;]jf ljefu,
lhNnf k|zf;g sfof{no, gu/kflnsf cflbsf aLrdf sfddf bf]xf]/f]kg 5, ;dGjo 5}g
. hxFf klg /fhgLlts bn tyf ljrf/sf] n]k, uGw / hah{:tLkg kfOG5 . o;} eP/ g}
lhDd]jf/L kG5fpg ;a}nfO{ ;lhnf] ePsf] 5 .

) b'u{d tyf lk5l8Psf] If]qdf a:g] gful/s ;fj{hlgs ;]jf k|flKtsf] lx;fan] bf]xf]/f]
df/df k/]sf 5g\ . klxnf] cfly{s lqmofsnfkdf ;+s'rg x'gfn] cfly{s cefjsf] kL8f
Psflt/ 5 eg] csf{lt/ ;Lldt cfly{s ;|f]taf6 b}lgs cfjZostfsf pkef]Uo
;fdfgx? ;d]t dxª\uf]df vl/b ug{'kbf{ pgLx?sf] hLjg:t/ / cfly{s cj:yf cem}}
bb{gfs / si6s/ x'g k'u]sf] 5 . ;x/sf wgLx?n] ;:tf]df kfpg] u/]sf] j:t' b'u{d
If]qsf ;a}eGbf ul/an] g} ;a}eGbf w]/} d]fndf lsGg'kg{] clt cGofoL ahf/ ltg}n]
ef]Ug' k/]sf] 5 . pgLx? dfly /fHon] ;fdflhs Gofo ug{ ;s]sf] 5}g . ;dfgtfdf
cfwfl/t /fHosf] ljt/0ffTds gLltaf6 pgLx? ljd'v 5g\ . ;fy} ;dtfdf cfwfl/t
k'glj{t/0ffTds gLltsf] k|efjsfl/tf ;d]t gx'Fbf /fHok|ltsf] ckgTj / cf:yfdf rf]6
k'u]sf] 5 . pgLx?sf] o; kL8fk|lt /fHo a]va/ h:t} 5 . ;z:q åGåsf] ;dodf b'u{d
tyf lk5l8Psf] If]qdf åGå df}nfpg'sf] Ps k|d'v sf/0f /fHosf] ;]jf k|jfx k|efjsf/L

- 49 -
 Pj+ ko{fKt gx'g' / :yfgLo :jfoQ zf;g P]g tyf lgodfjnLn] kl/sNkgf u/]sf]
:yfgLo zf;gnfO{ clnslt klg Jojxf/df gNofpg' xf] .

) ;fj{hlgs ;]jf k|jfxsf] lgoldt cg'udg, d"NofÍg x'g] u/]sf] 5}g . ;fj{Hflgs ;]jf
k|jfxsf] lg/Gt/ cg'udg, d"NofÍg u/L ;'wf/sf nflu sbd rfNg lhDd]jf/ s'g}
lgsfo b]lvPsf] 5}g . ;/sf/L ;+oGqaf6 x'g] ;]jf k|jfxsf] cg'udg, d"NofÍg
cf}krfl/stf / k|ltj]bgdf dfq ;Lldt b]lvG5 . cg'udg d"NofÍgsf] cefjdf ;/sf/L
gLlt, sfo{qmd tyf sfo{of]hgfx? aLr}df cnkq / a]jfl/;] eO{ ;]jfu|fxLn] s'g}
k|ltkmn kfpg g;s]sf] pbfx/0f k|z:t e]l6G5g\ . b'u{d e]usf nflu k7fPsf
kf7\ok':ts, vfBfGg tyf cf}iflw 9'jfgLdf cg'udg gx'gfn] aLr af6f]d} a]rlavg x'g]
u/]sf tyf uGtJo;Dd gk'u]sf 36gf x/]s jif{ ;'Ggdf cfpF5g\ . ;/sf/n] lbPsf]
9'jfgL cg'bfg rflxF aLrsfx?n] sfuhkq ldnfP/ em\jfDd kf/]s} x'G5g\ . -x]g{'xf];
aS; g+= @_

#=@ g]kfndf sfo{;+:s[ltsf] cj:yf s:tf] 5 <

sfo{fnosf] sfo{;+:s[lt ;du| k|zf;lgs kof{j/0fsf] Ps cleGg cË xf] . sfof{nosf] sfdsf]
k|s[lt cg';f/ x/]s sfof{nosf] sfo{;+:s[ltdf klg w]/y]f/ cGt/ kfOG5 . h:t}M zflGt
;'/Iffsf] sfo{ ug{] lhNnf k|zf;g sfof{no eGbf ljsf; lgdf{0fdf ;DnUg l;+rfO l8lehgsf]
sfdsf] k|s[lt km/s x'g] ePsf]n] tL sfof{nosf] sfo{;+:s[lt klg km/s x'G5 . To:t} s'g}
sfof{nodf x/]s lbg sfof{no ;do ;'? ePkl5 s]xL ;do sfof{no k|d'vsf] sf]7fdf a;]/
sfof{nosf] sfd tyf cGo ;d;fdlos ljifodf cgf}krfl/s 5nkmn x'g], ljrf/x?sf] cfbfg
k|bfg x'g] u/]sf] kfOG5 eg] s'g} sfof{nodf lgoldt sd{rf/L a}7s ;d]t nfdf] ;dob]lv
a;]sf] kfOFb}g . t/ Pp6} ;+:s[lt, ;fdflhs ;f+:s[lts k[i7e"ldaf6 cfPsf sd{rf/Lx? h'g
lgsfodf ePklg sfo{;+:s[lt eg] nueu ;dfg lsl;dsf] g} kfOG5 . sfo{;+:s[lt sfdsf]
l;nl;nfdf sd{rf/Ln] k|bz{g ug{] Jojxf/ ePsf]n] sfof{no leq jf aflx/ sfd ubf{ klg s]xL

- 50 -
g s]xL ?kdf sfo{;+:s[ltsf] k|efj kb{5 g} . sfo{;+:s[ltsf] ;dli6ut cj:yfsf] cWoogn]
;du| lghfdtL k|zf;gsf] k|j[lQ, rl/q, cj:yf Pj+ ljz]iftfnfO{ lrq0f ub{5 .

g]kfnsf] lghfdtL k|zf;gdf xflsdLkgsf] ;+:s[lt w]/} g} af]njfnfk"0f{ /x]sf] 5 . la|l6;

sfo{;+:s[lt klxn] ef/tLo k|zf;gdf cfof] / ToxFfaf6 w]/} g} 5flgP/ a'r sdL;gdfkm{t\
g]kfndf cfOk'Ubf ef/tLo k|zf;gsf] afgLa]x]f/f g]kfndf k|j]z u¥of] . b'O{ 7"nf ljZjo'4 eGbf
cufl8sf ;fdGtL :jefjsf la|l6z cjz]if ef/t x'Fb} g]kfn lelqP . t/ o;}aLr &) sf]
bzsb]lv g} la|l6z k|zf;g / To;kl5sf lbgx?df ef/tdf cfPsf] kl/jt{gnfO{ g]kfnL
Ao"/f]qm];Ln] cfTd;ft ug{ ;s]g, cfGtl/s /fhgLlts cf/f]x cj/f]x;Fu} of] cndlnof], o;n]
:yfloTj kfpg ;s]g . h] xf];\, lghLs/0f, u}/;/sf/Ljfb -NGOism_, ;xsfl/tf h:tf
b[li6sf]0fx? Ao"/f]qm];Ldf lelqP kl5 cNkultdf g} lsg gxf];\ g]kfnn] s]xL g s]xL kl/jt{g
ub{} cfPsf] 5 .

sfo{;+:s[ltsf /fd|f g/fd|f kIfx?

g]kfnsf] lghfdtL ;]jfs]f sfo{;+:s[ltsf] cj:yf s]nfpFbf b]xfo cg';f/ ;sf/fTds tyf
gsf/fTds kIfx? cf}+FNofpg ;lsG5 M

;sf/fTds sfo{;+:s[lt
• P]g lgodsf] kfngf
• ;]jfu|fxLk|lt ;lxi0f'tf
• j[4, zf/Ll/s ¿kdf czQm, dlxnf, c;xfo ;]jfu|fxLk|lt ;xof]uL tyf efjgfTds
Jojxf/
• ;]jf k|jfxdf cfjZostfcg';f/ nlrnf]kgf -h:t}M sfof{no ;dokl5 klg ;]jfu|fxLsf]
sfd ul/lbg]_
• sd{rf/LaLr Ps cfk;df ;xof]u / ;b\efj -kfl/jfl/s jftfj/0f_
• Ho]i7 sd{rf/Lk|lt cfb/ / ;Ddfg
- 51 -
 • ljleGg ljifodf hfgsf/L -;fdfGo1tf_
• ;fd"lxs ¿kdf sfd ug{ rfxg] ;+:s[lt
• a9\bf] ;dfj]zL :j?k -Work force diversity_
• ldl>t ;+:s[lt / ;f+:s[lts ;lxi0f'tf -Mixed culture and cultural tolerance_
• dfgjLotf, ;+j]bgzLntf / nrstf -Humanity, sensitivity, elasticity_
• cgf}krfl/s ;d"xdf sfd ug{ ?rfpg] -Love to work in informal group_

gsf/fTds sfo{ ;+:s[lt

• cToGt k|lqmofd'vL / k|lqmof vf]Hg] kl/0ffd gvf]Hg]
• zf;sLo ;f]Fr / ;]js xf]Og zf;ssf] dfgl;stf / hgck]Iffsf] pk]Iff
-Neglecting peoples's voice and choice_
• zlQm nf]n'ktf tyf zlQm k"hf / u0f]z k|j[lQ -Power oriented / Central
tendency)
• eg;'g -;f];{kmf];{_, rfs8L, rfKn';L, r'SnL, r]kf/] -rfrfr'r]_ k|j[lQ / rf]r]df]rf]
ldnfpg] -xflsdsf] unt ljrf/nfO{ klg dfGg], d'lgdhL z}nL_
• cfly{s clgoldttf tyf ;a{JofkL e||i6frf/ -gLltut, ;+:yfut tyf JolQm txdf_
7"nf cfof]hgf tyf cfsif{s sfof{nodf u'Kt cfDbfgL x'g] ePsfn] g} ;?jf eOhfg
sd{rf/Lx?df tF5f8 d5f8 rNg] u/]sf] b]lvPs} 5_
• ;/sf/sf] sfd slxn] hfnf 3fd k|j[lQ
• P3f/f}F 306fdf sfd ug]{ -ha k5{ /flt clg a'9L tftL_ k|j[lQ
• lhDd]jf/L kG5fpg] -Buck passing_ / clwsf/ vf]Hg] st{Jo la;{g]
• tnsfnfO{ bafpg] dflysfsf] kfp df]]Ng] -Bicycling tendency)
• lhDd]jf/L tyf hjfkmb]lxtf glng] / sfo{ ljj/0fsf] cefj

- 52 -
• k]zfut bIftf gvf]Hg] -sltko lgsfo sd{rf/L ljsf;sf] nflu /sd vr{ ug{' ;|f]tsf]
ckJoo 7fGb5g\ eg] sltko JolQm tflnd lng} rfxFb}gg\_
• sd{rf/L ;+3/;Ë7gx? /fhgLlts cf:yfsf cfwf/df ljeflht / r/d /fhgLtLs/0f -
k|zf;gsf] /fhgLtLs/0f, /fhgLltsf] k|zf;lgsLs/0f_
• sfof{nox?df cgf}krfl/s u'6aGbL / c3f]lift l;lG8s]6
• kl/jt{g -;'wf/_ g?rfpg] / oyfl:yltd} /dfpg] / p2]Zo ljxLgtf
• k|lt:kwf{ b]lv 8/fpg] / clwsf/ 5f]8\g grfxg]
• s]Gb|Los/0f efjgf -To;}n] g]kfndf las]Gb|Ls/0f c;kmn ePsf] xf]_
• afx\o bjfj jf afWotf gk/L sfd gug{] / >d ug{ grfxg,] cN5Lkgf / lagf kl/>d
pknlAw kmfObf rfxg]
• kmh'n vrL{ -sld;gsf nflu cfjZostf eGbf a9L / cgfjZos vl/b ug{] sfo{ k|foM
;a} h;f] sfo{nodf b]lvG5 h:t}M Pdcf/kL nfu" x'g] ePkl5 klg k|z:tdfqfdf k'/fgf
kf;kf]6{ 5flkP_ / C0fd\ s[Tjf 3[td lkj]t\ -hgtfnfO{ C0fsf] ef/L af]sfP/ lab]zsf]
;o/ ug{ ?rfpg]_ k|j[lQ
• uNtL bf]x¥ofpg] / uNtLaf6 kf7 gl;Sg] / uNtL l:jsfg{ grfxg] / c?sf] sdhf]/L
b]vfO{ cfkm" hf]lug vf]Hg]
• sd{rf/L sd{rf/LaLr lje]b -ljleGg ;]jf, ;d"xx? aLr ;]jf, ;'ljwf tyf
j[lQljsf;sf cj;/df 7"nf] leGgtf_, /fhkqflÍt tyf /fhkq cglÍtaLr
dgf];fdflhs vf8n_
• ;]jf ;'ljwf tyf ;/sf/L ;DklQsf] clgoldt k|of]u / b'?kof]u
• ;Sg]n] ;/sf/ 7U5, g;Sg]n] cfkm\g} afa'nfO{ 7U5 eGg] dfGotf
• /fd|f] xf]Og, xfd|f] dfG5] -cfkm\gf] dfG5] eP /fd|f] / ;'ud 7fpFdf ;?jf / kb:yfkgf x'g',
cfkm\gf] dfG5] gx'g]nfO{ hlxn] klg b'u{d / ckfos sfof{nox?df sfd ug{'kg{] l:ylt
/xg'kg{]_ k|j[lQ

- 53 -
 • ;'ljwfdf /dfpg], sfddf nhfpg] -;'ljwf vf]Hbf 6fpsf] 7f8f] ug{], sfd ug{'kbf{
lgx'l/d'G6L x'g]_
• s'/f a9L, sfd sd / /fd|f sfo{qmd sfof{Gjogdf x]nrqmfO{F tyf pknlAwz"Go
• kl/0ffdk|lt lhDd]jf/ x'g' gkg{]
• sfg'gsf] hËndf Gofo x/fpg] / g]kfnsf] sfg"g b}jn] hfg"g / P]g lgodsf] cfkm"
cg's"n JofVof
• xflh/sf nflu tna / sfdsf nlfu cltl/Qm ;'ljwf / ;]jfd'vL eGbf 9]jfd'vL
• ;dfwfg vf]Hg] eGbf ;d:of a9fpg]
• ;do Joj:yfkgdf cToflws sdhf]/L] / ef]lnjfb xfjL
• uf]Kotfdf ljZjf; ug{] / ;"rgf d'7\ofP/ /fVg' / zlQm g} ;"rgf xf] -Power is
information_ eGg] 7fGg'
• JolQmjfbL ;+:sf/ / ;+:yfut :d/0f -Institutional memory_ sdhf]/ / sltko
cj:yfdf ;"rgfsf] ;|f]t cd"s JolQm x'g] u/]sf]
• efUojfbL ;+:sf/
• lg0f{o ug{ 8/fpg] / lg0f{osf] hf]lvd lng grfxg] / cnf]slk|o lg0f{o ug{ grfxg] /
lsg 5'Rrf] aGg] eGg] dfgl;stf / clGtd cj:yfdf dfq lg0f{o ug{]
• cf}lrTo -Rational) k"0f{ eGbf nf]slk|o -Populist) lg0f{o lng rfxg]
• df}nfpFbf] b08xLgtf / a9\bf] cg'zf;gxLgtf -uNtL u/]klg ;hfo gx'g] l:ylt_
• lglxt :jfy{sf] åGå -JolQmut :jfy{ ;fË7lgs :jfy{eGbf cufl8_

#=# g]kfndf sfo{ k|0ffnL -Work flow_ sf] cj:yf s:tf] 5 <

sfo{ k|0fnLnfO{ lgodg ug]{ s]xL ;}4flGts cfwf/x? o; k|sf/ /x]sf 5g\ h;nfO{ 5f]6f]df
sf]cf]6 (COWT) zAbaf6 a'‰g ;lsG5 M ;j{k|yd Tof] sfd s'g zfvf÷PsfO{sf] lgoGq0f
(Control) df jf s;sf] lhDd]jf/Ldf /xg]] xf] Tof] :ki6 x'g'k5{, bf];|f] sfd (Operation) s]
- 54 -
xf], s'g k|s[ltsf] 5 / s;/L ul/G5 Tof] :ki6 x'g'k5{, t];|f] u|fxsnfO{ sd} dfq kvf{O
(Waiting) df /fvL sfd ;DkGg ug{;Sg' k5{ / rf}yf] sfdsf] 6'ª\uf] nufpg] l;nl;nfdf
sf/afxLsf] k|ls|ofn] Pp6} zfvf÷PsfO{ jf JolStdf k6s k6s bf]xf]l/P/ k'u]sf] (Transfer)
x'g'x'Gg . g]kfn ;/sf/n] hgtfnfO{ pknAw u/fpg] ;]jfx?sf] k|efjsfl/tf a9fpg hgtfsf]
k|ToIf ;/f]sf/ /xg] sfof{nox?sf] Joj:yfkgdf ;'wf/ Nofpg ljleGg sfo{qmdx?sf]
sfof{Gjog ub{]} cfPsf] eP tfklg oL sfo{qmdx?n] cfkm\gf] p2]Zo xfl;n ug{ ;s]sf] b]lvFb}g .
pko'Qm sfo{k|0ffnLsf] cefjdf ;/sf/L ;Ë7gx?n] hgcfsfª\Iff cg'¿k sfd ug{ g;s]sf
u'gf;fx? k|z:t ;'lgg] u/]sf 5g\ . o; ;DaGwdf s]xL rrf{x? lgDgfg';f/ ul/G5M

sfo{zfvf ljGof; -Layout_

xfdLn] ejg /fd|f] agfPsf 5f}+, kmlg{r/ klg /fd|f xfn]sf 5f}+ . t/ sfd ug{] dgl:Yflt ef}lts
jftfj/0fn] dfq l;h{gf ug{ ;Sb}g . s}o}+f tTjx? dWo] of] klg Pp6f x'g ;Snf . zfvfx?;Fu
;flgWo x'g] dxfzfvf zfvfeGbf w]/}k/, kmfF6x? cs{} 7fpF, p:t} k/] csf{] ejgdf x'g] h:tf
n]cfp6 gldn]sf sf/0f ;]jf k|jfxdf o;} klg nfdf] ;do nfU5 . ;fdfGo k|zf;g
dGqfnoaf6 sl/a @ bzs cl3 g} ul/Psf] cf] PG8 Pd cWoog k|ltj]bgdf o:tf s'/fx?
cf}+NofOPsf] eP tfklg o;k|lt sfof{nox?n] Tolt Wofg lbPsf] b]lvGg . lhNnfsf dfnkf]t,
gfkL, lhNnf k|zf;g, lhNnf ljsf;, a}+s, jg, :jf:Yo s'g} klg sfof{nodf o:tf] sfo{ ljGof;
ldnfPsf] sd} kfOG5 .

g]t[Tjsf] dfgl;stf
sfof{nosf] k|d'v x'g] jf g]t[Tj lng] JolQm To; sfof{nodf ;?jf jf kb:yfkg eO{ hfFbf gofF
hf];, hfFu/ / pTk|]/0ff lnP/ k'u]sf] 5 eg] p;n] s]xL g s]xL ;'wf/fTds sfo{ ug{ ;S5 . p
cfkm}+ cfkm\gf] kb:yfkgk|lt ;Gt'i6 5}g eg], t'ngfTds kmfObf -Comparative advantage_
lng g;s]sf] p;nfO{ nflu/xG5 / dfgl;s¿kdf tgfju|:t x'G5 . p;af6 ;Ë7g tyf
ToxfFsf sd{rf/Ln] s] ck]Iff ug{] < o:tf] cj:yfdf ;Ë7gsf] :yflkt sfo{;+:s[lt g} 8fFaf8f]n
x'g], yk ;'wf/sf] u'~hfo; gx'g] eO{ To;sf] k|efj ;Dk"0f{ ;+oGqdf k/]/ ;Ë7g g} k"/f lgliqmo

- 55 -
aGg ;S5 . :yfoL ;/sf/sf] gfdn] lrlgg] Ao'/f]qm];L o:t} cj:yfdf k'u]/ kª\u' aGb5 .
of]hgf k|d'vnfO{ tf]lsPsf] ldlteGbf klxn] g} ;?jf ul/lbP/ bft[lgsfo;d]tnfO{ kl/of]hgfs}
eljioaf/] ;f]Rg'kg{] agfPsf], If]qLo k|zf;sx? v6fPsf] 7fpFdf hfg gdfg]sf], Pp6}
dGqfnodf PseGbf a9L ;lrj :yflkt ePsf, ;do gk'Ub} ;lrjx?nfO{ otfptf rnfOPsf]
cj:yf b]lvO/x]sf] 5 . ;/sf/ cfkm\gf] lg0f{odf cl8u ePsf] klg b]lvGg, g]t[Tj lbg] sd{rf/L
klg n't] dfgl;stf kfn]/ al;/x]sf] b]lvG5 . oL b'a} cj:yf ;Ë7g tyf JolQm b'a}sf nflu
lgtfGt xflgsf/s x'G5 .

;ª\3 ;Ë7gsf] babaf

o'lgogsf] cjwf/0ff -Unionism_ cyjf 6««]8 o'lgog nf]stflGqs ;/sf/nfO{ geO gx'g]
tTjx? x'g\ . jf:tjdf o:tf lsl;dsf ;a}vfn] k|efjaf6 ;ª\u7gnfO{ xb};Dd hf]ufpg]
p2]Zo / o;f] u/] jfkt ;Ë7gdf sfo{ ug{] sd{rf/Ln] klg cfkm\gf] k];fut xslxtsf] ;+/If0f
u/L j[lQljsf;df cj;/ kfpg] tIo /fv]/ o'lgogx? vf]lnPsf x'g\ . t/ lghfdtL ;]jf
pTkfbgd'ns eGbf klg ;]jfd"ns Ph]G;L ePsf] / o;df ul/Psf] nufgL pTkfbg;Fu k|ToIftM
cfa4 gx'g] ePsfn] o'lgogsf kbflwsf/LnfO{ w]/} g} rnv]n ug{] df}sf ePsf] b]lvG5 .
o'lgogdf /x]sf JolQm cfly{s kmfObf x'g] 7fpFdf kb:yflkt x'g], sfd ug{ gkg{], cfkm"eGbf
dflyNnf kbx?df /fhgLlts k|efjsf dfWodaf6 lgo'lSt u/fpg], rfl/lqs g}ltstf /
OdfGbfl/tf gb]vfP klg x'g] h:tf ljs[ltsf] v'n]cfd k|bz{g eO/x]sf] 5 . @)$^ ;fnsf]
kl/jt{g kl5 b]vfk/]sf] o:tf] jftfj/0f ca k|zf;lgs kof{j/0fs} x}l;otdf :yflkt eO;s]sf]
5.

lg0f{o k|lqmof
k|zf;gsf] k|d'v sfo{x?df lg0f{o lng' klg Ps xf] . t/ xfd|f] k|zf;gdf lg0f{o k|lqmof hl6n
/ nfdf] ;do lng] vfnsf] 5 . l6Kk0fLsf] ;j{q k|of]u s]xL dfqfdf 36]sf] ePklg ;–;fgf
s'/fdf lg0f{o kfpgsf nflu ;]jfu|fxL xflsds} 6]a'n;Dd k'Uf]/ d'v b]vfpg' clgjfo{ h:t}
eO;s]sf] 5 . lg0f{o ePsf] hfgsf/L ;dod} kfpg sd{rf/L;Fu v';fdb\ ug{}kg{] afWotf 5 .

- 56 -
o;n] ubf{ k|zf;gsf] hgd'vL 5lj lgdf{0f x'g' eGbf klg ePsf] 5lj wldlng] cfzª\sf a9]sf]
5 . lg0f{o k|lqmof ;/n, kf/bzL{, :ki6 Pj+ l56f] 5l/tf] agfpg P]g, lgod, gful/s a8fkq,
sfo{ljlw, lgb{]lzsf cflbsf] Joj:yf ePklg lg0f{o k|lqmofdf ltgsf] kfngf eP gePsf] x]g{]
sfo{ st}af6 ePsf] kfOFb}g .

hgtf;FFu k|ToIf ¿kdf ;DalGwt w]/}h;f] lgsfox? ;ldlt / a}7s ;+:s[ltaf6 k|efljt 5g\ .
cGt/—ljefuLo ;dGjosf] p2]Zoaf6 ul7t ;ldlt, pk;ldlt / sfo{qmdx? :jo+df ;d:of
aGg k'u]sf 5g\ . oL ;ldlt, pk;ldltsf] a}7sn] lg0f{ostf{x?sf] w]/} ;do lng] u/]sf 5g\ .

k|efjsf/L ;~rf/
sfo{k|0ffnLsf] Ps cleGg cË k|efjsf/L ;~rf/ xf] . k|efjsf/L ;~rf/n] ;]jf ;~rfng;Fu
;DalGwt ;a} sfdx?nfO{ Pp6} ;Ë7gfTds txdf PsLs[t -Horizontal integration_ u5{,
of]hgf th{'df, sfof{Gjog / cg'udg ;DaGwL sfdx?nfO{ dfly–tn k|jflxt -Vertical
integration_ u5{ / ;Ë7gleqsf] ;;fgf PsfO{ dfkm{t Hofbf vr{ x'g] ;DefjgfnfO{ d'Vo
sfd;Fu cfj4 -Resource concentration_ u/L vr{ sd u5{ . t/ xfd|f ;]jf k|bfos
lgsfox? cfGtl/s tyf afx\o b'j} ;~rf/df cToGt sd k|efjsf/L b]lvPsf 5g\ .
cfGtl/s ;~rf/sf] nflu klg lr7\7Lkq n]vL rnfgLdfkm{t k7fpg], kmfOnx? rnfgL u/L
;s]kl5 sfof{no ;xof]uLn] nfg'kg{], kl/kqn] cf}krfl/s kqfrf/ -btf{, tf]s cfb]z_ sf] :j¿k
lng], :6fkm a}7s nfdf] ;do;Dd ga:g] h:tf sf/0faf6 cfGtl/s ;~rf/sf] sfddf
cgfjZos l9nf;':tL ePsf] kfOG5 . To:t} afx\o ;~rf/sf nflu ;f]wk'5 sIfsf] Joj:yf
gx'g], gful/s a8fkq k9\g ;lsg] :yfg / cj:yfdf gx'g], sfof{no sfo{ljlw tyf cGo
hfgsf/Lx? k|sfzgsf] ?kdf pknAw gx'g], sfof{nosf] j]a;fO6 cBfjlws gx'g] h:tf
sf/0faf6 afx\o;~rf/sf] cj:yf klg sdhf]/ ePsf] kfOG5 .

sfo{ljlw

- 57 -
;ª\u7gsf] sfo{ ;~rfngsf nflu ljz]if¿kdf lgwf{l/t jf k/Dk/fut ?kdf :yflkt sfo{
k|0ffnLnfO{ g} sfo{ljlw elgG5 . o;nfO{ ;Ë7gfTds afgLsf ¿kdf klg x]g{ ;lsG5 .
sfo{ljlwn] ljleGg ;Ë7gfTds PsfOx?sf aLrsf] ;~rf/nfO{ lgoldt t'Nofpg d2t ub{5 .
k|zf;lgs ;Ë7gx?n] lghL If]qsf ;Ë7gx?n] em}+ sfo{ljlwnfO{ ;Ë7gsf] p2]Zo;Fu cfa4
u/fpg' kg{] dfGotf a9\b} uPsf] 5 . lxhf] cfh k|zf;lgs k|lqmofnfO{ d"No clej[l4sf] lg/Gt/
qmd -Value chain_ sf] ?kdf x]g{ yflnPsf] kfOG5 . ;Ë7gdf sfo{ljlwnfO{ ljleGg P]g
sfg"g, ;Ë7g lbUbz{g, cfGtl/s ;~rf/ k|0ffnL, sfo{tflnsf tyf ljleGg PsfO{sf] ef}}lts
:j¿k -Physical layout_ h:tf ljleGg dfWodaf6 kl/eflift ug{] ul/Psf] kfOG5 .

k|zf;lgs sfo{ljlw ;f]em} ;]jfu|fxL;F+u ;/f]sf/ /fVg] ljifo ePklg g]kfnsf] k|zf;lgs
;Ë7gdf o;n] plrt :yfg kfpg ;s]sf] 5}g . hgtfnfO{ ;]jf k|jfx ug{] p2]Zoaf6 :yflkt
sfof{nox?n] xfn ;]jf k|bfg ug{] dfWod / sfo{ljlw a9L hl6n / kf/bzL{ gePsf] cfd
wf/0ff /x]sf] kfOG5 . dfnkf]t, e"ld;'wf/, oftfoft Joj:yf, eG;f/ h:tf sfof{nox?df hfg]
;]jfu|fxLn] afXo JolQm -n]vGbf;, bnfn, Ph]G6 cflb_ sf] ;xof]u lng'kg{] cj:yfn] Psflt/
sfo{fnosf] sfddf ;'udtf NofPsf] 5 eg] csf{lt/ o;n] e||i6frf/sf] j}slNks dfu{sf] ?k
lnO{ sfo{ jftfj/0fnfO{ gld7f] agfPsf] / ;]jfu|fxLsf] nfut klg a9\g uPsf] 5 .

xfn ;a} ljefu:t/sf lgsfox?n] clVtof/ b'?kof]u cg';Gwfg cfof]un]]

lgb{]z u/]cg';f/ cfGtl/s sfo{ljlw th{'df u/]sf 5g\ t/ ltgsf] th{'dfdf ;]jfu|fxLsf]
;xeflutf gePsf] x'Fbf / kof{Kt k|rf/k|;f/sf] cefjdf sfo{ljlw ;Ë7gsf] zf]ef dfq aGg
k'u]sf] 5 . To;nfO{ Jojxf/df nfu" ug{] k|lta4tf sd} lgsfodf dfq b]lvPsf] 5 . nfu" ePsf]
:yfgdf klg ;d;fdlos ;+zf]wgsf] cefjdf sfo{ljlw ;]jfu|fxL d}qL x'g ;s]sf] 5}g .

clen]v Joj:yfkg
;/sf/L sfuhftx? ;b}j ;'/lIft xf];\, vf]h]sf] avt tTsfn} kfpg ;lsof];\ tyf sfuhftx?
l;nl;nfa4 9ª\un] /xf];\ eGg] p2]Zon] kmfOlnª\ ul/G5 . sfof{no Joj:yfkgsf] Pp6f

- 58 -
dxTjk"0f{ kf6f] clen]v Joj:yfkg xf] . h'g;'s} sfo{fnodf ul/g] btf{, rnfgL tyf kmfOlnª\
clen]v Joj:yfkgsf cfwf/e"t kIfx? x'g\ . clen]vn] sfof{nosf] jt{dfg sfo{ ;Dkfbg /
lg0f{o k|lqmofnfO{ ;lhnf] kfg{] dfq xf]Og eljiosf nflu ;d]t ;+:yfut ;Demgf -
Institutional memory_ sf] ?kdf sfd ub{5 . sfof{nos]f clen]v Joj:yfkgn]
Joj:yfksnfO{ lg0f{o k|lqmofdf ;3fpg'sf] ;fy} lg0f{osf] u'0f:t/df ;'wf/ Nofpg ;d]t d2t
ub{5 . xfd|f clwsf+z ;]jf k|bfos sfof{nox?df clen]v Joj:yfkg cToGt sdhf]/ 5 .

;/sf/L sfuhftx?sf] clen]v /fVg] / kmfOlnª\ ug,{] k'/fgf sfuh w'Nofpg] / clen]vx?sf]
auL{s/0f u/L o;nfO{ cBfjlws u/L /fVg] sfdn] k|fyldstf kfPsf] 5}g . vf]h]sf] avt
sfuhftx? ge]l6g' :jefljs h:t} eO;s]sf] 5 . s'g} sfuhft ge]l6Pdf klg sf]xL lhDd]jf/
x'g' kb{}g . ;"rgfnfO{ zlQms]f ¿kdf lng] eGbf zlQmsf nflu ;"rgf xft kfg{] ;+:sf/ a9L
ePsfn] ;/sf/L ;"rgf k|fKt ug{ nflu klg JolQm vf]Hb} lxF8g' kg{] cj:yf 5 . clen]v
Joj:yfkgsf] lhDd]jf/L lnP/ kmf]xf]/ / w'nf]sf] 8ª\u'/df x/fpg s'g} sd{rf/L rfxFb}g .
dxTjk"0f{ lg0f{ox?nfO{ ;d]t kf]sf] kf/]/ /fVg] " kf]s] ;+:s[lt " df s]xL sdL cfP klg clen]v
Joj:yfkgsf] nflu cfw'lgs ;"rgf k|ljlwsf] pkof]u ck]lIft ?kdf a9\g ;s]sf] 5}g .

u'gf;f] ;'g'jfO
lghfdtL ;]jf lgodfjnL tyf ;/sf/L ;]jfnfO{ k|efjsf/L t'Nofpg] lgb{]lzsfdf hgtfsf tyf
sd{rf/Lx?sf u'gf;fx?nfO{ ;'g'jfO{ ug{] ;+oGqsf] Joj:yf :yfgLo:t/b]lv s]Gb|Lo:t/;Dd
ePsf] 5 oBlk u'gf;f]sf] ;'g'jfO x'G5 eGg] ljZjf; gePsf sf/0f o:tf ;+oGq
cf}krfl/stfdf dfq ;Lldt x'g k'u]sf] 5 . g]]kfndf u'gf;f], ph'/L jf ;'emfjsf nflu ;a}
sfof{nox?df u'gf;f] tyf ph'/L k]l6sf /fVg] Joj:yf t ul/Psf] 5 . t/ ;/sf/L
sfof{nox?sf aflx/ e'08fOPsf To:tf u'gf;f] tyf ph'/L k]l6sf a;f{]};Dd vf]lnFb}g, vf]n]klg
dfs'/fsf] hfn]f l;jfo s]xL x'Gg . o;/L u'gf;f] ;'g'jfO x'g] s'/fdf sd{rf/L tyf ;]jfu|fxL
b'j}nfO{ ljZjf; 5}g eGg] :ki6 b]lvG5 .

- 59 -
;]jf:t/sf sfof{nodf ;]jfsf] u'0f:t/, ;]jf k|fKt ug{ nfUg] ;do, ltg{'kg{] cltl/Qm b:t'/
cflbsf] ljifodf ;]jfu|fxLaf6 a9L u'gf;f] k|fKt x'g] ub{5 . sd{rf/Lx?af6 cfpg] u'gf;f]df
kb:yfkg, ;?jf, sfo{ lhDd]jf/L, ;]jf ;'ljwfdf x'g] clgoldttf, c;dfg Jojxf/ cflb a9L
s]lGb|t /xg] u/]sf] kfOG5 .

sfof{nosf] ef}lts jftfj/0f

;fj{hlgs If]qsf sd{rf/Lx?df pRr dgf]an Pj+ sfd ug]{ jftfj/0fsf] cefj /x]sf] 5 .
sltko cj:yfdf sfd ug{sf nflu cfjZos kg]{ Go"gtd ef}lts ;'ljwfx? pknAw x'g
;s]sf 5}gg\ . o;}u/L ljleGg :t/sf sd{rf/Lx?aLr ;f}xfb|{tf sfod x'g ;Sg] u/L cg's"n
sfo{ jftfj/0f / sfo{;DaGw ;d]t sfod x'g ;s]sf] 5}g .

;|f]t ;fwgsf] pknAwtf

xfd|f] ah]6 ljlgof]hgf k|lqmof cToflws zf:qLo kf/fsf] 5 . tNnf] lgsfoaf6 dfu ;Íng
ug{], ljefu tyf dGqfnodf sfo{qmd af/] 5nkmn ug{], of]hgfsf 9fFrf cg';f/ nfut–nfe
ljZn]if0f ug{] / k|fyldstf If]qnfO{ a9L dxTj lbg] h]h:tf] u/]klg cGTodf kl08tn] rf}sLdf
a;]/ dGq k9]/ cfb]z lbPh:t} w]/}h;f] afF8kmfF8 cy{ dGqfnosf kl08tn] o;df olt /fVg]
eg]kl5 ToxL cg';f/ a9f]Q/L -Incremental_ jf 36f]Q/L -Decremental_ ah]6 aGb5 .
ljlgof]hg x'G5 / dGqfno / ljefudf k'u]kl5 o;} cfwf/df efuaG8f ;'? x'G5 . ah]6
cefjsf] df/ ef}lts cj:yfdf kb{5 . ef}lts ¿kn] ;DkGg gjlgld{t sfof{no ejgx? dd{t
;Def/sf] ah]6sf] sdLn] ubf{ lj:tf/} ;'ljwfljxLg aGb} hfG5g\ . kmn:j¿k ;]jf k|bfg ug{df
c;lhnf aG5g\ .

#=$= sfo{ k|0ffnLdf -Work flow) ;'wf/ Nofpg rfNg'kg{] sbdx?

lg0f{o k|lqmofdf ;'wf/
lg0f{o k|lqmofdf ;+nUg x'g] txx?sf] ;ª\Vof 36fpg' kb{5 . l6Kk0fL p7fO{ lg0f{o ul/g] ljifodf
lg0f{ostf{ / ;'? sf/jfO{ ug{] sd{rf/Lsf] aLrdf Ps txeGbf a9L x'g gx'g] s'/fnfO{ k|zf;g

- 60 -
;'wf/ cfof]u, @)$* n] klg hf]8 lbPsf] 5 . o;sf nlfu lg0f{o k|lqmof ;/nLs/0f lgb{]lzsf,
@)^% klg sfof{Gjogdf cfPsf] 5 . t/ o;sf] sfof{Gjog xfn;Dd klg x'g ;s]sf] 5}g .
vf; u/]]/ l6Kk0fL p7fpg] k|yfdf k'g/fjnf]sg x'g'k5{ . l6Kk0fLsf] k|lqmofnfO{ s]xL dxTjk"0f{
lg0f{ox?;Fu dfq ;DalGwt u/fO{ ;fdfGo sfdx? ug{ cgf}krfl/s 5nkmn / sfof{no
k|d'vsf] tf]scfb]z g} kof{Kt x'g] Joj:yf x'g' kb{5 .

sfo{ k|jfx
;]jf k|jfxdf ;+nUg k|To]s sfof{nosf sd{rf/Lx?sf] sf]7f tyf sfd ug{] :yfgsf] Joj:yf
sfof{nosf] sfo{ k|0ffnL -Work flow_ ;Fu ldNg] lsl;daf6 ul/g'kb{5 . ;f] Joj:yf ubf{
sfof{nonfO{ pknAw ;|f]t;fwgsf] clwstd ;b'kof]u / sd{rf/Lsf] sfo{bIftf clej[l4 x'g]
u/L tyf sfo{fnodf cfpg] pkef]Qmfn] ;lhn} ;]jf k|fKt ug{] / sfo{ljlw a'em\g] u/L ul/g'
kb{5 .

Ps JolQm jf åf/
;]jf k|jfxdf ;+nUg sfof{nox?df u|fxsn] Ps sd{rf/L eGbf a9L ;Fu ;Dks{ /fVg gkg{] u/L
oyfzSo Pp6} :yfgaf6 sfo{ ;Dkfbg x'g] -One window system_ jf Pp6} sd{rf/Ln] ;a}
sfd ul/lbg] Joj:yf nfu" ug{' k5{ .

6f]sg k|0ffnL
;j{;fwf/0f hgtf;+u b}lgs ;Dks{df cfpg] sfof{nox?df klxn] cfpg]sf] klxn] sfd x'g
kfpg] u/L 6f]sg k|0ffnL nfu" ug{'kb{5 . lgj]bsn] btf{ ug{ NofPsf lgj]bg;fy k'¥ofpg'kg{]
;a} k|lqmof k"/f u/]sf] b]lvPdf btf{ u/L ;]jfsf] k|s[lt x]/L ;f]xL lbg sfo{ ;Dkfbg ug{ ;lsg]
eP ;f]xL lbg / cGo ljj/0f k|fKt ug{'kg{] jf yk s]xL s'/f a'em\g' kg{] ePdf s'g ldlt;Dddf
;f] k|lqmof k"/f x'g] eO{ clGtd ;]jf lbg ;lsG5, 6f]sgdf n]lvlbg'k5{ . /Ltk"j{ssf] lgj]bg
gePdf jf k|lqmof gldn]sf]df gldn]sf] s'/f ldnfO{ lgj]bgd} b/kL7 ul/lbg] Joj:yf ug{'kb{5 .

clkm; n]cfp6 / :yfg

- 61 -
;]jfnfO{ ;j{;'ne, l56f]5l/tf], ldtJooL / k|efjsf/L agfpg ;xof]u k'Ug] u/L ;]jfsf k|s[lt
cg';f/ cu|kª\lQmdf /x]sf lgsfosf] ;Ë7g ljGof; / cjl:ylt -Layout & location) df
;'wf/ u/L pko'Qm agfpb} n}hfg] gLlt lng' kb{5 .

b"/ ;]jf -Distanced service_

cr]n cfw'lgs k|ljlwsf] k|of]u u/]/ sfo{k|0ffnLnfO{ ;]jfu|fxLsf] cg's"n x'g]u/L 5f]6\6fpg]
k|rng a9\g yfn]sf] 5 . cfw'lgs k|ljlwsf] pkof]usf] sf/0fn] sfof{nosf] sfdsf] af/]df
hfgsf/L lng jf ;]jf k|fKt ug{ sfof{no;Dd} k'Ug' gkg{] ePsf] 5 . 6]lnkmf]g, Od]n, km\ofS;,
Pl6Pd, O{–;]jfx?, Pd–;]jfx? -h:t} P;PdP; a}lsª tyf l6s]l6ª_ cflbsf] k|of]unfO{
;]jf:t/sf sfof{no;Dd la:tf/ u/]/ ;]jf k|jfxdf 7"nf] km8\sf] dfg{ ;lsG5 .

lrq g+=$
;]jf k|jfxsf] ;Gbe{df zlQm / pQ/bfloTjaLrsf] ;DaGw

- 62 -
 efu rf/

;fj{hlgs ;]jf k|jfx / j[lQljsf;

$=! ;]jf k|efjsfl/tf / sfo{ ;Dkfbg d"NofÍg

ljz]if u/L ;/sf/L sd{rf/Lx? g} ;fj{hlgs ;]jfdf ;+nUgtf x'g] x'Fbf ;]jfsf] k|efjsfl/tf /
u'0f:t/sf] kIfnfO{ sd{rf/Lx?sf] d"NofÍg / j[lQljsf;;Fu cfa4 ug{] ul/Psf] kfOG5 .
sd{rf/Ln] lbg] ;]jfnfO{ glthfsf] cfwf/df d"NofÍg ug{] sfo{nfO{ glthf]Gd'v Joj:yfkg -
Result–based management_ n] hf]8 lbPsf] 5 . ;fj{hlgs ;]jfsf] k|efjsfl/tf /
u'0f:t/Lotf w]/} xb;Dd ;]jf k|bfos sd{rf/Lx?sf] dgf]an, pTk|]/0ff -df}lb|s tyf cdf}lb|s_,
u'gf;f] ;'g'jfO, sfo{ ;Gt'li6, sfo{z}nL, dgf]j[lQ, d"NofÍg nufot j[lQljsf;;Fu 68\sf/f]
¿kdf hf]l8Psf] 5 . jf:tjdf eGg] xf] eg], sd{rf/Ln] ;]jfjf6 ck]Iff ug{] k|d'v s'/f g}
lgikIf, j:t'ut Pj+ ;+efjgfof]Uo j[lQljsf; xf] . sd{rf/Lsf j[lQ ljsf;sf ljleGg kIfx?df
kb:yfkg, ;?jf, cWoog, tflnd tyf cWoog e|d0f, sfo{ ;Dkfbg d"NofÍg, a9'jf Pj+ b08
k'/:sf/ cflb kb{5g\ .

$=!=! ;?jf/kb:yfkg
lghfdtL sd{rf/Lsf] kb:yfkg tyf ;?jfsf] cfwf/sf af/]df lghfdtL ;]jf P]g tyf
lgodfjnLdf s]xL Joj:yf eP tfklg Jojxf/df nfu" x'g ;s]sf] 5}g . kb:yfkgsf nflu
tf]lsPsf cfwf/x? sfo{ cg'ej, cWoog, tflnd cflb ljifo uf}0f ePsf 5g\ . /fhgLlts
eg;'g, hftLotf, If]qLotf, cfly{s rnv]n / cfkm\gf] dfG5]]n] ;?jf kb:yfkgdf k|fyldstf
kfPsf 5g\ . sd{rf/Ln] :jb]zL jf j}b]lzs cWoog, tflndaf6 l;s]/ cfPsf] s'/f pkof]u x'g]
7fpFdf kb:yfkg jf ;?jf x'g 7'n} s;/t ug{'kg{] cj:yfn] lj/lQmP/ of]Uo / Ifdtfjfg
sd{rf/Lx? knfogsf] af6f] /f]Hg afWo ePsf 5g\ . tf]lsPsf] ;dofjlw gk'uL ;?jf gx'g]
kl/kf6L ;f]emf l;wfnfO{ dfq nfu" ePsf] kfOG5 . ;du|df x]bf{ ;?jf kb:yfkgdf 7Ls dfG5]
7Ls 7fpFdf (Right person in right place) eGbf klg xfd|f] dfG5] /fd|f] 7fpFdf -Our
person in right place) h:tf] ePsf] b]lvG5 . ;?jf kb:yfkg sd{rf/L Joj:yfkgsf
- 63 -
k|lqmof dfq geP/ sd{rf/Lsf] j[lQljsf;sf] cleGg kf6f] klg xf] eGg] s'/fnfO{ :jLsf/ u/]sf]
kfOFb}g . o;n] ubf{ ;fj{hlgs ;]jf k|jfxdf ;DnUg sd{rf/Lsf] dgf]andf ;d]t k|lts"n
k|efj k/]sf] b]lvG5 .

$=!=@ cWoog, tflnd, cWoog e|d0f

k|zf;gdf ;do ;fk]If bIf / lhDd]jf/Lk|lt ;r]t hgzlQmsf] sdL dx;'; ul/Psf] 5 .
;fdlos k|lzIf0fsf] cefj o;sf] Pp6f d"n sf/0f xf] . Psflt/ tflnd xfl;n ug{]tkm{
tTk/tfsf] sdL 5 eg] csf{]tkm{ ;a}nfO{ k|lzIf0f lbg] Joj:yfsf] cefj 5 . k|lzIf0f ljlw /
;fdfu|L k/Dk/fut 5g\ . k|lzIf0f s]Gb|n] cfly{s, ef}lts, hgzlQm, ;fdfu|L, k|ljlw h:tf ;a}
;|f]t;fwgsf] cefj ef]Ug' k/]sf] 5 . kf7\oqmd Jojxfl/s eGbf a9L ;}4flGts ePsfn] tflnd
Pp6f hflnd cf}krfl/stf aGg k'u]sf] 5 .

k|zf;gdf lgDg txsf sd{rf/Lsf] afx'Notf cBlk 5Fb}5 . bIftflalxg tyf k'/fgf k|jl[ Qsf
sd{rf/Laf6 ;]jf k|jfxdf s'g} of]ubfg k|fKt ug{ ;lsFb}g . ePsf s]xL bIf sd{rf/Lx?nfO{
klg ;dofg's"n tflnd tyf plrt k|f]T;fxgsf] cefj 5 . ;]jf k|jfxdf ;+nUg
sd{rf/Lx?nfO{ pgLx?sf] IfdtfnfO{ ;w}F+ sfod /fVg ljleGg k|sf/sf tflndsf] cfjZostf
k5{ eGg] s'/fsf] dx;''; u/]/ klg o;nfO{ oyfy{df ¿kfGt/0f ug{ ;s]sf] b]lvFb}g . cem :fIfd
sd{rf/Lx?NffO{{ c;Ifd sd{rf/Lx?n] lj:yfkg u/]sf] klg b]lvG5 . o;n] ;du| ;]jf k|jfxdf
;sf/fTds of]ubfg lbFb}g .

$=!=# sfo{ ;Dkfbg d"NofÍg

sfo{ ;Dkfbg d"NofÍg sd{rf/Ln] ;DkGg u/]sf] sfdsf] cfwf/df ul/g] d"NofÍg xf] . o;sf]
d'Vo p2]Zo sd{rf/LnfO{ p;sf] ;an / b'a{n b'j} kIfsf] hfgsf/L lbO{ ;annfO{ cem a9L
;an agfpg] / b'a{n kIf x6fpg] pkfo ;'emfpg' xf] . sd{rf/Lsf] j[lQljsf; / sd{rf/L
k|zf;gsf nflu of] dxTjk"0f{ cfwf/ xf] . t/ klg xfd|f] ;Gbe{df sd{rf/Lsf] d"NofÍg
ltgLx?n] ;Dkfbg u/]sf] sfo{sf] j:t'ut d"NofÍgsf] cfwf/df x'g] u/]sf] kfOFb}g . ;Dkflbt

- 64 -
sfdsf] k|ltkmn, u'0f:t/, nfut / ;dosf] cfwf/df d"NofÍg ug{] Joj:yf /x]sf] 5 . sfo{
;Dkfbg d"NofÍg ubf{ sd{rf/Lx?sf] sfo{ ;Dkfbgsf]:t/ h:tf] eP klg ;:tf] nf]slk|otf jf
d dfq} lsg ghflt x'g] eGg] ;f]rfOjz clwstd cª\s lbg], sd{rf/L;Fusf] ;DaGw/;Dks{sf]
cfwf/df 36La9L d"NofÍg ug{], sfd ug{] gug{] ;a}n] ;dfg cÍ kfpg] k|yfn]] ;fj{hlgs
k|zf;gdf sfo{ ;Dkfbg d"NofÍgsf] cf}lrTodfly g} k|ZglrGx v8f ul/lbPsf] 5 . o;n] /fd|f]
sfd ug{]nfO{ sfd ug{ cfslif{t gug{] / /fd|f] sfd gug{]nfO{ b'?T;flxt gug{] x'Fbf /fd|f] sfd
ug{] jftfj/0f ;[hgf ub{]}g / To;af6 g ;+:yfnfO{ kmfObf x'G5 g t JolQmnfO{ g} . o;/L
sd{rf/Lsf] d"NofÍg tyf ltgLx?n] kfpg] ;'ljwf sfo{ ;Dkfbgdf cfwfl/t gePkl5 sfd ug{
k|f]T;flxt x'g] tTj x/fpFb} hfG5 / /fd|f] sfd ug{] sd{rf/Lsf] dgf]an pRr x'g] cj:yf /xb}g
. o:tf] cj:yfdf ;sf/fTds dgf]j[lQ klg l6sfp x'g ;Sb}g . d"NofÍg sfo{ s]jn
cf}krfl/stf lgefpg] dfWoddf dfq ;Lldt /xL sd{rf/Lx?sf] jf:tljs sfo{ ;Dkfbg
:t/nfO{ k|ltljlDat ug]{ u/]sf] kfOFb}g . kbsf nflu tf]lsPsf sfdeGbf aflx/sf] sfd -u}/–
sfo{ ;Dkfbgd'vL tTj_ af6 d"NofÍg ;DaGwL sfo{x? a9L k|efljt x'g] u/]sf]] b]lvPsf] 5 .
/fhkqflÍt ljlzi6 >]0fL jf ;f] ;/xsf] kbdf x'g] a9'jfdf sfo{ ;Dkfbg d"NofÍgnfO{ ;d]t
j}1flgs agfpg ;lsPsf] 5}g . o;df sd{rf/Lsf] h]i7tf eGbf sd{rf/Lsf] d"NofÍgstf{;+usf]
;DaGwn] e"ldsf v]Ng] u/]sf] b]lvG5 .

sfo{;Dkfbg d"Nofª\sg a9'jfsf] d'Vo cfwf/ ePsf] t/ o;df j:t'ut cfwf/sf] cefjdf
JolQmut ;DaGw tyf nx8n] c;/ kfg{] u/]sf] 5 . Pp6} lsl;dsf] sfo{ ug{] sd{rf/Lx?nfO{
km/s km/s cª\s lbg] u/]sf] kfOG5 . d"NofÍg ug{] JolStn] uf]Kotfsf] gfddf cfkm"n] lbPsf]
cÍsf] hjfkmb]lxtf lng' gkg{] cj:yf ePsfn] o;df clgoldtf x'g] u/]sf] b]lvG5 . z}lIfs
of]Uotfsf] >]0fLsf] cÍ u0fgf ug{] cJojxfl/s k|0ffnLn] sd{rf/L glthf]Gd'v sfddf eGbf
cg'Tkfbs / cg'lrt z}lIfs of]Uotf xfl;n ug{] tkm{ pBt ePsf x'Fbf sfof{nosf] sfddf
gsf/fTds c;/ k/]sf] 5 . ef}uf]lns If]qdf sfd u/]sf] cg'ejnfO{ d"NofÍgsf] cfwf/
agfOPsf] ePklg ;'ud If]qdf a;]/} ef}uf]lns If]q afktsf] cÍ k'Ug;Sg] k|fjwfg ePsf]n]
b'u{d If]qdf hfg'sf] s'g} cf}lrTo 5}g .

- 65 -
$=!=$ a9'jf
xfd|f] ;Gbe{df sd{rf/Lsf] j[lQljsf;sf] k|d'v tTjsf] ¿kdf a9'jf Joj:yf /x]sf] 5 . a9'jf
ePkl5 sd{rf/Ln] tnaeQf a9L kfpg], dflyNnf] kbdf k'Ug] ePsf]n] ;fdflhs k|lti7f klg
a9\g] tyf sfd ug{ rfxg] JolQmn] cfkm\gf] of]Uotf / bIftf k|bz{g ug{] cj;/ klg kfpF5 .
o;/L a9'jfaf6 sd{rf/Lsf] cfly{s / dfgl;s b'j} cfjZostf k"lt{ x'g] cfzf ug{ ;lsG5 .

;Ë7gsf nflu klg sd{rf/Lsf] a9'jfsf] cfjZostf kb{5 . o;n] of]Uo sd{rf/LnfO{ ;Ë7g
leq cfsif{0f ul//fVg / lhDd]jf/Lk|lt pTk|]l/t agfO{/fVg ;xof]u ub{5 . t/ g]kfnsf]
kl/k|]Iodf a9'jf eGg] s'/f sd{rf/Lsf nflu dfq xf] h:tf] b]lvPsf] 5 . lghfdtL k|zf;gdf
x]bf{ a9'jf c;fWo} clglZrt, ckf/bzL{ / cj}1flgs 5 . slxn] h]i7tf, slxn] z}lIfs of]Uotf,
slxn] sfo{Ifdtf / slxn] sfo{;Dkfbg tyf h]i7tfsf] kIfx? ptf/r9fj eO{ k|of]udf
NofOPsf b]lvG5g\ .

cJojxfl/s sfo{ ;Dkfbg d"NofÍg, of]Uotf / cf/If0f k|0ffnLaLrsf] c;fd~h:otfn] s'g}

JolQm lgs} l56f] a9'jf eO{ k]G;g gx'Fb} ;lrj eO{ lgj[Q x'g] tyf s'g} JolQm ;]jf k|j]z u/]
kl5 Psk6s klg a9'jf gkfpg] h:tf cj:yfx? ljBdfg 5g\ . To:t} ljleGg ;]jf ;d"xsf
sd{rf/Lx?aLr klg a9'jfsf] cj;/df lgs} c;dfgtf /x]sf] 5 . pbfx/0ffy{ – s'g} pk;d"xdf
&) cÍd} a9'jf x'g] / s'g} pk;d"xdf eg] (( cÍ klg a9'jfsf] nflu kof{Kt gx'g] l:ylt
/x]sf] 5 . a9'jfsf cfwf/x? j:t'ut, j}1flgs / Jojxfl/s 5}gg\ . sd{rf/Lx?df ;a}eGbf
rf;f] / c;Gt'li6sf] ljifo g} a9'jf ePsfn] lghfdtL ;]jf P]g tyf lgodfjnLdf ;a}eGbf
a9L ;+zf]wg / ljjfb x'g] ljifo klg a9'jf x'g k'u]sf] 5 .

lghfdtL ;]jf P]gdf ul/Psf] bf];|f] ;+zf]wgn] Joj:yf u/]sf] @$3! adf]lhdsf] ljz]if a9'jfn]
lghfdtL sd{rf/LnfO{ kb / tx cg'¿k sfd / lhDd]jf/L glbg] ePsf]n] a9'jfsf] ;j{dfGo
l;4fGtsf] lak/Lt /x]sf] b]lvG5 . ;fy} o;n] sd{rf/Lx?sfaLr lje]b Nofpg], Pp6} kbsf

- 66 -
nflu b'Ok6s a9'jf x'g'kg{], sfof{nosf] sfddf cgfjZos åGå lglDtg], sd{rf/Ldf n3'tfef;
/ g}/fZotf cfpg] eO{ dgf]an 36\g hfg] sf/0faf6 o;sf] cljNfDa Joj:yfkg ug{ h?/L
ePsf] 5 . k|efjsf/L ;]jf k|jfxsf nflu To;df ;+nUg sd{rf/Lx? klg ;Gt'i6, pTk|]l/t /
pRr dgf]ano'Qm x'g cfjZos 5 . cfkm\g} u'gf;f] / ;d:ofdf lklN;Psf sd{rf/Lx?af6
u'0f:t/Lo ;]jf k|jfx x'g] s'/fsf] cfzf ug{ ;lsGg .

$=!=% b08 k'/:sf/

;fj{hlgs ;]jf k|jfxdf ;DnUg sd{rf/Lx?nfO{ sfd k|lt pTk|]l/t / k|lta4 agfO{/fVg
;+:yfut ¿kdf k'/:sf/ tyf ;hfoFsf] Joj:yf ePsf] kfOG5 . k'/:sf/, u|]8 yk, gub, h:tf
df}lb|s jf tSdf/kbs/lje"if0f, k|df0fkq, ;jf{]Qd sd{rf/L 3f]if0ff, h:tf cdf}lb|s klg x'g
;S5 . k'/:sf/n] ;sf/fTds pTk|]/0ffåf/f / ;hfoFn] gsf/fTds pTk|]/0ffåf/f sd{rf/LnfO{
sfdk|lt nugzLn agfpg d2t ub{5 . b08 / k'/:sf/sf] Joj:yf sd{rf/L ;Da4 sfg'gdf
ePklg ltgsf] k|efjsf/L sfof{Gjogsf] cefjdf g]kfnsf ;]jf k|bfos lgsfox? c/fhs /
p208 b]lvPsf 5g\ . tf]lsPsf] sfd gu/]df s'g} sfo{jfxL gx'g] / k'/:s[t ;d]t x'g;Sg]
kl/kf6Ln] ubf{ w]/} sd{rf/Lx?df cfˆgf] lhDd]jf/Lk|lt a]jf:tf u/L ;/sf/L ;'ljwf a9L eGbf
a9L pkof]u ug]{tkm{ lqmofzLn /xL b08xLgtfsf] cj:yfdf qmlds a[l4 eO{ /x]sf] 5 . zlQm
s]Gb|sf] glhs eO{ /fi6«;]js sd{rf/Lsf nflu lgwf{l/t cfr/0f kfngf gug]{ dgf]j[lQn] k|>o
kfPsf] 5 . ;a} txsf sd{rf/Lx?df cg'zf;gxLgtf / sfg'gsf] pNnª\3g ug{] k|j[lQ a9\bf] 5
. k|To]s aif{ a]?h'sf] cfotg a9\b} hfg'n] o; s'/fsf] k'li6 u5{ .

;]jf k|bfos sd{rf/L/sfof{nonfO{ k|bfg ug{] k'/:sf/ jf ;hfoF ;]jf k|bfos sd{rf/Ln] ug{]
;]jf k|jfxsf] glthf;Fu cfa4 x'g'k5{ . t/ xfd|f] ;]jf k|bfos lgsfox?df b08 / k'/:sf/sf]
oyf]lrt k|of]u geO{ dg k/]sf] JolQmnfO{ k'/:s[t ug{] / dg gk/]sf] sd{rf/LnfO{ b]vL g;xg]
-b'Mv lbg]_ k|rng /x]sf] 5 . ;Ë7gdf pN6} v/fa JolQm k'/:s[t eP/ c;n sfd ug{]x?sf]
dgf]an lug{ k'u]sf] klg b]lvG5 .

- 67 -
;dfj]lztf / ;]jf k|jfx
lghfdtL ;]jfdf sd{rf/lsf] k|j]z Pp6f dxTjk"0f{ 36gf xf] . ;fdfGo k|zf;g dGqfnon]
b/aGbL :jLs[lt u/]sf] cfwf/df ;DalGwt sfof{non] dfucfs[lt kmf/d e/L nf]s;]jf
cfo]fudf kbk"lt{sf nflu n]vL k7fpF5 . nf]s;]jf cfof]un] dlxnf, cflbjf;L/hghflt, dw]zL,
blnt, ckfË, lk5l8Psf] If]qsf nflu tf]s] cg';f/sf] k|ltztdf l;6 ;ª\Vof 5'§ofpF5 .

k|zf;g ;'wf/ / ;]jf k|jfx

la=;+= @)!# b]lv @)$* ;Ddsf k|zf;g ;'wf/ cfof]usf k|ltj]bgx?n] ;]jf k|jfx ;DaGwdf
Tolt ;fx«f] :yfg lbPsf 5}gg\ . ;/sf/L vr{ k'g/fjnf]sg cfof]usf k|ltj]bgx?n] s]jn
bIftf, k|efjsfl/tf, ldtJolotf, kf/blz{tf PJf+ cfly{s cg'zf;g h:tf kIfnfO{ hf]8 lbPsf
5g\ . ;/sf/L ah]6 tyf vr{ k|0ffnLsf] s'/f ubf{ ;/sf/sf] ;jf{]Rr tyf cfwf/e"t sfd -
Core function_ hgtfdf ;]jf k|jfx g} xf] eGg] la;{]/ vr{ ug{] k|lqmofnfO{ a9L dxTj lbPsf]
kfOG5 . hlt cg'zfl;t ag]/ vr{ u/] klg cflv/ To;n] ;]jf k|jfxnfO{ lgoldttf,
u'0ffTdstf, cf}lrTotf / k|efjsfl/tf lbFb}g eGf] xfdL gug{'kg{] sfdsf nflu vr{ ul//x]sf]
x'G5f}+ .

lghfdtL ;]jfdf sd{rf/L cfk"lt{, ;?jf, a9'jf, j[lQljsf; cflbsf ;Gbe{df sd{rf/L tyf
;/sf/L sfof{nodf ;]jf k|jfx ug{] ;DaGwdf ljz]iftM ;fdfGo k|zf;g dGqfno g} lhDd]jf/
/x]sf] 5 . sd{rf/L g} ;]jfu|fxL ePsf] cj:yfdf ;]jf k|bfg ug{] s]Gb|Lo sd{rf/L lgsfo tyf
o;sf cGo ljefuLo PsfO{x?af6 x'g] kIfkftk"0f{ Jojxf/x?n] sd{rf/LnfO{ lgs} g} dsf{
kf/]sf] 5 . k|To]s jif{sf] df3 dlxgfdf ;fdfGo k|zf;g dGqfnon], kmfu'g dlxgfdf ;DalGwt
dGqfnon], r}q dlxgfdf ljefu tyf If]qLo sfof{non] ;?jfsf] lg0f{o ub{5g\ . t/ lgod
o:tf] ePklg af]nafnf sd{rf/Ln] eg] h:tf] 7fpFdf kb:yfkg kfpg] / j[lQljsf;df klg
cj;/ kfpg], ;ª\3, ;Ë7gdf sfd ug{] sd{rf/LnfO{ sfof{nodf vf;} sfd ug{' gkg{], kx'Fr
gePsf sd{rf/L b'u{d jf c;'ljwfhgs :yfgdf a;}+{f;Dd al;/fVg'kg{] afWotf /x]sf] b]lvG5 .

- 68 -
lghfdtL ;]jf ;a}eGbf 7"nf] ;]jf k|bfos ePsf] x'Fbf o;df ;'wf/ Nofpg lgDg s'/fx?df
;d]t Wofg lbg ;s]df ;fj{hlgs ;]jfsf] k|efjsfl/tf, bIftf, pkof]lutf a9g hfg] b]lvG5 M
 ahf/ d"No tyf dxª\uL ;d]tsf cfwf/df ;do ;dodf tna eQf lgwf{/0f ug{ :yfoL
;+oGqsf] u7g ug{] .
 sd{rf/LnfO{ lbOg] ;'ljwf lgwf{/0f ubf{ lglZrt l;4fGtsf] cfwf/df to ug{] . hyfefjL
xr'jfsf] e/df eGbf lglZrt cfwf/ tyf k|lqmofsf cfwf/df ;'ljwf k|bfg ug{] .
 lghfdtL ;]jfsf] sfo{ k|s[lt tyf lhDd]jf/L cGo ;/sf/L ;]jfx?sf] eGbf Aofks tyf
hl6n ePsfn] lghfdtL sd{rf/LnfO{ lbOg] ;]jf ;'ljwf;Fu cGo ;]jfsf sd{rf/LnfO{ lbOg]
;'ljwfnfO{ cfj4 gug{] .
 xfn ljBdfg ;d"x, pk;d"xx?dWo] ;dfg k|s[ltsf ;d"x, pk;d"xx? ldnfg u/L ;d"x,
pk;d"xsf] ;+Vof 36fpg] / of] nufot cGo pkfox?åf/f ;d"x, pk;d"xleq j[lQljsf;sf]
bfo/f km/flsnf] u/fpg] .
 dGqfno, ljefu tyf s]Gb|Lo:t/sf ;Ë7gx?sf] k'g;+/rgf ;DaGwL sfo{ ubf{ k~rjlif{o
of]hgf;Fu cfa4 ug{] .
 k|zf;g ;'wf/sf] k|of;nfO{ lg/Gt/tf lbg] / o; cGtu{t s]jn ;Ë7gfTds 9fFrfdf ;'wf/
ug{] tkm{ dfq geO{ sd{rf/L tyf ;]jfu|fxLsf] ;f]Fr tyf Jojxf/df kl/jt{g Nofpg klg hf]8
lbg] .
 lghfdtL ;]jf P]gsf] bf];|f] ;+zf]wgn] nfu" u/]sf] cf/If0f Joj:yfn]] lghfdtL ;]jfnfO{
k|ltlglwd"ns tyf ;dfg'kflts agfpg k|ToIf of]ubfg u/]sf] 5 . t/ cf/If0f nfu" ug{]
qmddf of]Uotf k|0ffnL cf]em]ndf gk/f]; eGgfsf nflu nlIft ju{ tyf ;d'bfosf] ;]jf k|j]z
ug{' cl3 / ;]jf k|j]z u/]kl5 ;d]t Ifdtf ljsf;df hf]8 lbg'k5{ .
 tnadf ;d;fdlos k'g/fjnf]]sg u/L b]z leqsf ;ª\u7gx?;Fu tyf blIf0f PlzofnL
d'n'sx?;Fu t'ngfTds ¿kdf tna lgwf{/0f ug{] jf /fi6«« a}sn] cWoog u/L k|:t't ug{] dxËL
j[l4sf] k|ltztsf cfwf/df k|ltjif{ :jtM tna a9\g] -Incremaental basis_ Joj:yf ug{] .
 gofF k':tfsf sd{rf/Lx?nfO{ lghfdtL ;]jf tkm{ cfsli{ft ug{ cfjZos 5 . o;sf nflu

- 69 -
;fj{hlgs ;]jf k|jfx, sfo{;+:s[lt tyf sfo{k|0ffnLsf] ljsf; ;DaGwdf ;/sf/L, u}x;/sf/L
tyf lghL If]qnfO{ ;d]t ;d]6]/ cWoog cg';GwfgnfO{ hf]8 lbg] .
 sd{rf/L ;ª\3 ;Ë7gx?sf] nflu 5'§} cfrf/ ;+lxtf agfO{ sfof{Gjog ug{] .
 lghfdtL ;]jf leqsf sd{rf/LaLr ;]jf, ;'ljwf tyf j[lQljsf;df Ps?ktf Nofpg,
c;dfgtf x6fpg PsLs[t tyf txut lghfdtL ;]jf nfu" ug{] . lghfdtL sd{rf/Lsf k|d'v
j[lQ ljsf;sf] ?kdf /x]sf]
 lghfdtL sd{rf/Lsf] a9'jf Joj:yfkgdf Aofr kbf]GgtL k|0ffnL -Batch Promotion
System_ nfu" u/L a9'jf k|0ffnLdf b]lvPsf ljs[lt tyf lj;+ultsf] cGTo ug{] .

- 70 -
 efu kfFr

;fj{hlgs ;]jf k|jfxsf] If]qdf ug{'kg{] ;'wf/

%=! ;fj{hlgs ;]jf k|jfxdf b]lvPsf Jojxfl/s ;d:ofx?

;fj{hlgs ;]jfdf u'0f:t/sf] cefj b]lvPsf] 5 . ;fj{hlgs ;]jfsf] u'0f:t/n] ;fj{hlgs ;]jf
k|jfx k|lqmofdf ;]jfu|fxL jf pkef]Qmfsf] cy{k"0f{ ;xeflutf vf]H5 . To:t} ;]jf k|jfxsf]
cg'udg, d"NofÍgdf ;]jfu|fxLsf] k|ToIf ;+nUgtf, ljs]Gb|Lt ;]jf k|jfx, u'gf;f] ;'Gg] :yfoL
tyf e/kbf{] ;+/rgf, h:t}M gful/s cbfntsf] :yfkgf, gful/s ;r]t h:tf kIfx?df kof{Kt
Wofg k'Ug ;s]sf] 5}g . ;fy} ;]jf k|bfos ;+:yfsf] ;]jfu|fxL hgtfk|lt ;f]emf] hjfkmb]lxtfsf]
ljsf; ePsf] 5}g . ;]jfu|fxL hgtfn] ;]jf k|bfg ug{] kIf;Fu ;do ;fk]If, bIf /
lhDd]jf/Lk|lt ;r]t hgzlQmsf] ck]Iff u/]sf] x'G5 . ;]jf k|bfg ug{] / u|x0f ug{] kIfx?aLr
;fd"lxs tyf ;fdlos k|lzIf0f x'g g;Sgfn] ;dembf/Ldf ljZjf;sf] ;Í6 cfpg'sf ;fy}
ljrf/df klg PsfTdstf x'g ;s]sf] 5}g . o; ;DaGwdf ;fdfGotof b]xfoadf]lhdsf
Jojxfl/s ;d:of cg'e"t ul/Psf 5g\M
) sd{rf/Ldf ;Lk tyf bIftfsf] sdL

) ;]jf k|bfos / u|fxsaLr ;Dks{ efiffsf] ;d:of

) u|fxsdf j:t' tyf ;]jf lng] s'/fdf ;r]ttfsf] sdL

) ef}uf]lns b'u{dtf

) u|fxsnfO{ sfo{nflos kb tyf tfdemfd -Authority and elegence) sf] 8/

) ;fwg / ;|f]tsf] sdL

) sd{rf/Ldf pTk|]/0ffsf] lu/fj6

) u|fxsn] JolQmut ljj/0f lbg ;Íf]r dfGg] k|j[lQ

) lg0f{o tx a9L / lg0f{o k|lqmof hl6n

- 71 -
) kmf/fd tyf sfo{ljlw hl6n

) kl/kqsf] k|e'Tj

) lgikIf ;]jfsf] cefj

) cgfjZos l;kmfl/;sf] cfjZostf

k|efjsf/L sfof{Gjogsf] cefj, sd{rf/Lsf] sfdsf] j:t'ut d"NofÍgsf] lglDt dfkgLo
;"rssf] cefj, lg0f{o k|lqmofdf kf/blz{tfsf] sdL, s]Gb|Ls[t lg0f{o k|0ffnL, lhDd]jf/Lsf]
afF8kmfF8 ;DaGwL cik:6tf, clgoldt sfo{nfO{ bl08t ug]{ k|efjsf/L ;+oGqsf] cefj Pj+
k|zf;lgs If]qdf u}/k|zf;lgs If]qsf] x:tIf]k h:tf lj;+ultx? lqjifL{o of]hgf -@)^&/^*–
@)^(/&)_ df pNn]v ul/Psf 5g\ . o; ;Gb{edf lg0f{o k|lqmofnfO{ l56f]5l/tf], :jR5,
ldtJooL, kf/bzL{, ;xeflutfd"ns / pQ/bfoL agfpg' o; If]qsf] k|d'v r'gf}tL /x]sf] 5 .

%=@ ;fj{hlgs ;]jf k|jfxdf ug{'kg{] ;'wf/sf If]qx?sf] klxrfg

;/sf/L lgsfox?af6 k|jflxt x'g] ;]jf ;'ljwf l56f], 5l/tf], ;/n / u'0f:t/o'Qm ?kdf kfpg'
gful/sx/sf] clwsf/ xf] / k|hftflGqs Joj:yfsf] dd{ xf] . ljsf;sf] k|ltkmn nlIot ju{
;Dd k'¥ofpg' / ;/sf/L ;]jf ;'ljwf h;nfO{ ;a}eGbf a9L cfjZos 5 ToxLF k'¥ofpg'
;/sf/sf] g}lts lhDd]jf/L / j}wflgs bfloTj klg xf] .

;fj{hlgs ;]jf k|jfx eGg' ;fdfGotof nufgL ug{' dfq xf]Og of] k"/} hgtf, k|lqmof /
k|ljlw;Fu ;DalGwt s'/f xf] -Improving service quality is not simply about the
investmen, it is about the people, process and technology .

;fj{hlgs ;]jf k|jfxsf] If]qdf ;'wf/ ug{'kg{] k|d'v kIfx? b]xfo adf]lhd pNn]v ug{ ;lsG5 M

%=@=!= gLltut If]q

- 72 -
gLltut :ki6tf / kf/blz{tf M ;fj{hlgs ;]jf k|jfx ;DaGwdf ;/sf/sf] gLltut :ki6tf x'g'
h?/L x'G5 . ;fj{hlgs ;]jfsf lsl;dx?, ;]jf ljt/0f k|0ffnLsf] 9fFrf, ;]jf ljt/0f ;+oGq,
;]jfsf] u'0f:t/sf] ;'lglZrttf, cTofjZos j:t' tyf ;]jfsf] lgwf{/0f, ;/sf/L, cw{;/sf/L,
u}x«;/sf/L tyf lghL If]qsf] e"ldsf, ;]jfu|fxLsf] clwsf/sf] k|Tofe"lt, u'gf;f] ;'g'jfO tyf
;dfwfg h:tf If]qdf PsLs[t gLltsf] th{'df u/L ;fj{hlgs ;]jfnfO{ Ps?ktf, clje]btf /
Jofkstf k|bfg ug{' ;/sf/sf] st{Jo x'g cfpF5 .

gLltut lg/Gt/tf / :yfloTj M g]kfndf ;/sf/L gLltx? kof{Kt cWoog / ljZn]if0f ljgf
sfof{Gjogdf cfpg] x'Fbf gLltn] ck]lIft¿kdf k|efj kfg{ ;s]sf] b]lvFb}g . ;sf/fTds
kl/0ffdsf nflu gLlt lgdf{0fdf ;/f]sf/jfnfx?sf] kx'Fr / ;xeflutf clgjfo{ dflgG5 .
;fj{hlgs ;]jf k|jfx ;DaGwL gLltx?nfO{ lglZrt cjlw;Dd cg'dfgof]Uo x'g]u/L th{'df
ug{'k5{ . s'g} gLltx? lglZrt ;do ;Ddsf nflu pko'Qm dflgG5g\ / To;kl5 To:tf gLltsf
cfjZostf gx'g -Sunset law/Policy termination_ ;S5 .

s'g} a]nf s'g} ljifodf df:6;{ l8u|L xfl;n gu/]sf JolQmnfO{ klg k|fljlws If]qsf] pRr
lzIff cWofkg ug{ lbOGYof] . kl5 pRr of]Uotf ePsf JolQm ahf/df pknAw x'g yfn]kl5
gLltdf kl/jt{g ul/of] . s'g} a]nf ;x/L If]qdf klg x'nfsåf/f lr7\7Lkq 3/3/ k'¥ofpg]
Joj:yf lyof] eg] xfn kf]i6aS; tyf OG6/g]6sf sf/0f ;x/L If]qsf xNsf/f ;DaGwL
gLltdf kl/at{g Nofpg'kg{] ePsf] 5 . b'Uf{d If]qdf vRr8af6 vfBfGg jf s[lif ;fdu|L
cf];fg{' kYo{]feg] xfn xjfO{ 9'jfgLn] k|fyldstf kfPsf] 5 . lxhf] xftn] e/]sf] gful/stf jf
kf;kf]6{ kfOGYof] eg] cfh 6fOk ePsf] / d]l;g l/8]an kf;kf]6{sf] k|of]u ePsf] 5 .

gLltdf l56f] l56f] kl/jt{g eO/xg] u/]sf] ;Gbe{df gLltut lg/Gt/tf x'g]u/L ;]jf k|jfxnfO{
;'lglZrt ug{ ;s] dfq gLlts]f ;fy{s kl/0ffd cfpg ;S5 . ;/sf/n] ls;fgx?nfO{ dn,
aLp, l;FrfO{, s[lif ;fdu|L, cflbdf lbFb} cfPsf] cg'bfg cfsl:ds ¿kdf x6fpgfn] s[lif

- 73 -
pTkfbgdf k/]sf] k|efjnfO{ sd ug{] j}slNks Joj:yf gx'Fbf clxn];Ddsf] s[lif If]qnfO{ lbFb}+
cfPsf] k|fyldstf / nufgLn] oyf]lrt pknlAw b]vfpg ;s]sf] 5}g .

clwsf/ k|Tofof]hg M sltko ;fdfGo sfo{sf lgldQ s]Gb|;Dd wfpg' kg{] jfWotfn] ubf{ ;do,
;|f]t tyf >dsf] cgfjZos vr{ x'g] u/]sf] b]lvG5 . h:t} M/fxbfgL, k]G;g k§fsf nflu
/fhwfgL;Dd cfpFbf hfFbf tyf To;df nfUg] nfdf] ;don] ;]jfu|fxLnfO{ cgfjZos¿kdf ef/
yk]sf] 5 . ljZjljBfnoaf6 z}lIfs of]Uotfsf] 6«fG;lqmK6 lng xf]; jf lghfdtL / ;}lgs
c:ktfnsf] sf8{ agfpg, ;Gro sf]if / gful/s nufgL sf]if ;fk6L lng xf]; jf ljdf /sd
e'QmfgL lng /fhwfgL cfpg'kg{] afWotfnfO{ cGTo u/L clwsf/ k|Tofof]hgåf/f o:tf lgoldt
;]jfnfO{ If]q jf lhNnftx;Dd k'¥ofpg ;lsPsf] 5}g . ;]jf k|bfos lgsfox?nfO{ kof{Kt
clwsf/ gx'Fbf jf lg0f{o ug{] clwsf/L pkl:yt gx'Fbf jf k|Tofof]lht clwsf/sf] k|of]u gu/L
lg0f{osf] lglDt dflyNnf] lgsfodf k7fOlbF+bf ;]jfu|fxL g/fd|f];Fu k|tfl8t x'g k'u]sf] klg
obfsbf b]lvG5 .

ljs]lGb|t lgsfoåf/f ;]jf k|jfxM " ;]jfsf] jl/kl/ hgtf xf]Og, hgtfsf] jl/kl/ ;]jf " eGg]
dd{ cg'?k /fHon] lbg] ;]jf ;'ljwfnfO{ :yfgLo:t/;Dd k'¥ofpg ;Ldf k|zf;g, Onfsf
k|zf;g, k|x/L rf}sL, ufpF/Onfsf:t/Lo ;]jf s]Gb|x? -s[lif, kz' :jf:Yo, :jf:Yo s]Gb|, x'nfs,
uflj;_, j8f:tl/o / 3/b}nf] ;]jf -vf]k, x'nfs, k|fylds ljBfno, gkf j8f sfof{no_, ;]jf
sfof{nox? -dlxnf ljsf; sfof{no, cfGtl/s /fh:j sfof{no_ sf] ;+/rgfTds Joj:yf
ePsf] kfOG5 . o;sf cltl/Qm :yfgLo lgsfo, u}/ ;/sf/L ;+:yf, ;fd'bflos ;++:yf, dlxnf
;d"x, pkef]Qmf ;d"x, lghL If]q dfkm{t klg ;]jf ;~rfng x'g]u/L kl/rfng ul/Psf] 5 .
ljutdf ufpF ufpFdf gful/stf 6f]nL v6fpg], :jf:Yo lzlj/x? ;~rfng ug{], art ;+sng
ug{], 3'DtL ;]jfx? ;~rfng ug{] cEof;x? ;DkGg ePsf] kfOG5 .

;fj{hlgs ;]jf k|jfx ;DaGwL gLlt lgwf{/0f, lgodg ;DaGwL sfd ;/sf/L:t/jf6 ;zQm
9ª\un] x'g] u/L ;]jf k|bfg ug{] sfo{df g]kfn ;/sf/sf] e"ldsfnfO{ qmdzM 36fpFb} nuL

- 74 -
lgjf{lrt :yfgLo lgsfo / u}/;/sf/L ;+:yfx?df x:tfGt/0f ub{} hfg] gLlt lng'kb{5 .
ljz]ifu/L u|fdL0f If]qsf hgtfnfO{ ;]jf k|jfx ug{] ;a}eGbf glhssf] ;/sf/L lgsfo uflj;x?
x'g\ . t/ uflj;x?sf] ;|f]t ;fwg / ;+:yfut Ifdtf sdhf]/ x'Fbf k|efjsf/L tl/sfn]
hg:t/df ;]jf k|jfx ug{ k|ToIftM gsf/fTds c;/ kl//x]sf] 5 . o;sf] j}slNks pkfosf
?kdf lghL If]qsf] ;fy} ha;Dd :YffgLo lgsfox? cfly{s, k|zf;lgs / /fhgLlts ?kdf
;Ifd x'b}Fgg\ tj;Dd ;]jf k|jfxdf r':ttf / ultlzntf vf]Hg' lg/Y{fs cEof; dfq x'g]5 .

;]jfu|fxLsf] ;fy{s ;xeflutf M ;fj{hlgs ;]jfsf pkef]Qmf eg]sf ;j{;fwf/0f hgtf x'g\ .
;fj{hlgs ;]jfsf] u'0f:t/ / k|efjsfl/tf a9fpg u|fxs ;Dk|e'tf -Customer's
sovereignty_ sf] cjwf/0ff cg';f/ ;]jf k|jfx k|lqmofdf ;]jfu|fxL hgtfsf] ;xeflutf x'g'
clgjfo{ dflgG5 . ;]jf k|jfxsf] k|efjsfl/tfsf nlfu :yfgLo:t/df " bafa ;d"x " sf]
cfjZostf x'G5 . o:tf bafa ;d"xx?n] k|zf;lgs PsfO{x?nfO{ ;]jf k|jfxk|lt ;r]t
agfO/fVg / cfjZostf kbf{ ;Fu} ldn]/ sfd ug{ klg ;Qm5g\ . pkef]Qmfsf] ;ldltdf x'g]
k|ltlglwTjn] dfq ;xL cy{df ;/f]sf/jfnfju{sf] ;xeflutf hgfpFb}g . o;sf nflu ;]jf
ljt/0fsf] of]hgfb]lv nfe ljt/0fsf] cj:yf;Dd ;]jfu|fxLsf] ;lqmo e"ldsf /xg' kb{5 . xfn
s]Gb| tyf lhNnf lhNnfdf /x]sf] pkef]Qmf ;ª\3;Ë7gx? pkef]Qmfx? lgs} ;f+3'/f] bfo/fleq
dfq ;Lldt /x]sf] kfOG5 .

u'0ffTds ;]jfsf] ;'lglZrttf M g]kfndf ;fj{hlgs ;]jfsf] u'0f:t/sf] cj:yf gLltut,

;+:yfut, k|lqmofut?kdf ;d]t cToGt sdhf]/ /x]sf] kfOG5 . ;]jfu|fxLx?df r]tgf /
Pstfsf] cefj, ;]jf k|bfos lgsfodf lhDd]jf/L / hjfkmb]lxtfsf] sdL, k|efjsf/L cg'udg
tyf d"NofÍgsf] Joj:yf gx'gfn] ;fj{hlgs ;]jfsf] u'0f:t/df k|lts"n k|efj k/]sf] 5 .
u'0ffTds ;]jfsf] k|Tofe"ltsf nflu Joj:yf ePsf ;+ljwfg, P]g, lgod, cfjlws tyf If]qut
of]hgf, jflif{s gLlt tyf sfo{qmdx? cf}krfl/stfdf ;Lldt ePsf 5g\ . vf; u/]/
/fhgLlts ljrng tyf :yfgLo lgsfodf nfdf] ;dob]lvsf] /fhgLlts l/Qmtfsf] cj:yfn]
:yfgLo:t/df k|jfx x'g] ;fj{hlgs ;]jfx? k|efljt x'g k'u]sf] 5 . To:t} ;]jf tyf j:t'sf]

- 75 -
u'0f:t/;Fu ;DalGwt cjwf/0ff h:t} g]kfn u'0f:t/ k|df0f lrGx tyf ;Dk"0f{ u'0f Joj:yfkg -
Total quality management_ n] kof{Kt dxTj / rrf{ kfpg ;s]sf] 5}g . j:t' tyf ;]jfsf]
u'0f:t/ dfkg ug{ cfjZos k|ljlw, ef}lts tyf ;fË7lgs ;+/rgf klg sdhf]/ b]lvPsf] 5 .

%=@=@= ;+:yfut/;+/rgfut If]q

;+:yfut k'g;+/rgf -Restructuring/reengineering_ g]kfndf ;fj{hlgs ;]jf ;a}sf]
kx'Frdf eGbf klg ;Sg]sf] kx'Frdf /x]sf] / ;fdflhs Gofo eGbf klg dT:o Gofodf cfwfl/t
/x]sf] b]lvG5 . jt{dfg cj:yfdf ;fj{hlgs ;]jf ljt/0f k|0ffnL l5Gg leGg -Disintegreted_
jf lgliqmo -Dysfunctional_ b]lvPsf] 5 . o;sf] k|efjsfl/tf a9fpg k'g;+{/rgf ug{'sf]
ljsNk 5}g . ;]jf s]Gb|sf] cjwf/0ff adf]lhd a9L eGbf a9L ;]jfx? ;j{;fwf/0f hgtfn]
cfkm\gf] glhs /x]sf] PsfOaf6 kfpg ;Sg] u/L ;+/rgfut Joj:yf ldnfpg' cTofjZos
b]lvG5 .

ljt/0f k|0ffnLsf] gS;fÍg -Service delivery mapping_ M ;fj{hlgs ;]jfsf] ljt/0f k|0ffnL
eGgfn] j:t' jf ;]jf pknAw u/fpg] ;/sf/L, cw{;/sf/L jf u}/;/sf/L ;+oGq a'lemG5 .
o:tf] ljt/0f k|0ffnLsf] Joj:yf s]Gb|b]lv lhNnf;Dd ePsf] kfOG5 . o:tf] ljt/0f k|0ffnLsf]
:ki6 gS;fÍg x'g' clt cfjZos 5 . o;af6 ;j{;fwf/0fnfO{ pknAw x'g] j:t' tyf ;]jf lng
sxfF hfg] eGg] s'/f :ki6 x'G5 . ;fy} ljBdfg ljt/0f k|0ffnLsf] k|efjsfl/tfsf] cWoog ug{
klg o:tf] k|0ffnLsf] gS;fÍg cfjZos kb{5 .

;+:yfut ;'b[9Ls/0f M ;fj{hlgs ;]jfx?sf] k|efjsfl/tfsf nflu Psflt/ k|zf;lgs

lgsfox?sf] Ifdtf sdhf]/ 5 eg] csf{lt/ ePsf] Ifdtfsf] k"0f{ pkof]u ug{ ;lsPsf] 5}g .
;]jf k|bfg ug{] sfo{df ;+nUg sd{rf/Lx?sf nflu pTk|]/s tTjx?sf] 7"nf] vfFrf] 5 .
:yfgLo:t/df sfd ug{] sd{rf/Lx?n] cfkm" x]nfxfF xf]Frf]df k/]sf] jf k]lnPsf] cg'ej ug{] u/]sf]
kfOG5 . ;fj{hlgs ;]jf k|jfxdf ;+nUg lgsfox? ;d]t h;f]t;f] l6ls/x]sf] cj:yf 5 .

- 76 -
hgtfnfO{ b}lgs cfjZos kg{] cTofjZos j:t' tyf ;]jfx?sf] pTkfbg tyf ljt/0fsf] nflu
;/sf/n] ;fj{hlgs ;+:yfgsf] Joj:yf u/]sf] x'G5 . g]kfndf klg lah'nL, kfgL, 6]lnkmf]g,
vfBfGg, OGwg h:tf b}lgs cfjZostfsf j:t' tyf ;]jfx? pknAw u/fpg a]Unf a]Un}
;+:yfgx?sf] Joj:yf ePsf] 5 . jt{dfg cj:yfdf ;/sf/L ;+:yfgx?sf] ljQLo, ef}lts tyf
Jofj;flos cj:yf ;Gtf]ifhgs gePsf] u'gf;f] af/Daf/ p7g] u/]sf] 5 . ;fj{hlgs
;+:yfgsf] ;du| cj:yfdf ;'wf/ gcfO{ ;]jf ljt/0f k|0ffnLdf ;'wf/ x'g ;Sb}g . To;}n]
;/sf/n] zf;sLo ;'wf/ sfo{qmd cGtu{t k"0f{ ;/sf/L lgsfosf] ;fy;fy} ;fj{hlgs
;+:yfgsf] ;'wf/nfO{ klg ;Fu;Fu} n}hfg' k5{ .

k|ljlwsf] pkof]u M sfddf l56f] 5l/tf]kg Nofpg 6]lnkmf]g, km\ofS;, sDKo'6/, OG6/g]6, Od]n
cflbsf] k|of]unfO{ dfGotf lbg' cfjZos 5 . k|ljlwn] sfddf l56f] 5l/tf]] Nofpg] dfq geO{
;]jf k|jfxdf kf/blz{tf -Transparency_, lglZrttf -Accuracy_ tyf lgikIftf
-Impartiality_ a9fpg] ePsf]n] ljsl;t tyf ljsf;f]Gd'v d'n'sdf ;]jf k|jfxdf k|ljlwsf]
clwstd pkof]unfO{ hf]8 lbOPsf] 5 . t/ g]kfndf ;]jf k|jfx sfo{df cem} k|ljlwsf] ljsf;,
lj:tf/ / pkof]unfO{ plrt dxTj lbOPsf] kfOFb}g .

cfkTsfnLg ;]jf Joj:yfkg M e"sDk, af9L, klx/f], cfunfuL, ef}lts ;+/rgfsf] Iflt, aGb,
x8\tfn, rSsfhfd h:tf k|fs[lts tyf ef}lts ljkb\sf] cj:yfdf ;d]t p4f/, /fxt,
k'g:{yfkg, cTofjZos ;fdfgsf] 9'jfgL cflb sfo{x? ;~rfng ug{ :yfgLo:t/;Dd ;+:yfut
tyf sfo{ut Joj:yf x'g' klg TolTfs} cfjZos / ;fGble{s 7xl/G5 . xfn} hfkfgdf uPsf]
zlQmzfnL e"sDksf] k|efj ck]lIft ?kdf w]/} sd x'g'sf] ljleGg sf/0fx?dWo] TofxfFsf] r':t
-Intact_ tyf ;'b[9 ljt/0f k|0ffnL klg Ps dflgPsf] 5 .

%=@=#= sfo{ljlwut / k|lqmofut If]q

lg0f{o k|lqmof ;/nLs/0f Mg]kfn ;/sf/n] lg0f{o k|lqmof ;/nLs/0fsf nflu kof{Kt sfg"gL
Joj:yf u/]sf] 5 . t/ To;sf] sfof{Gjog / cg'udgsf] cefjdf pko'Qm k|efj b]lvPsf] 5}g .

- 77 -
lg0f{osf cgfjZos txx?n] sfddf l9nfO{ ug{ / sd{rf/Lsf] lglxt :jfy{ k"/f ug{ cg's"n x'g]
cj:yf l;h{gf u/]sf] 5 .

;]jf k|jfx ;DaGwL sfo{ljlw M x/]s sfof{nox? leGg leGg p2]Zoaf6 :yfkgf ePsf] x'Fbf
o:tf] p2]Zo xfl;n ug{ cfkm\gf] lgsfosf] sfo{ k|s[lt cg';f/ 5'§f 5'§} sfo{ljlw agfpg'
cfjZos /x]sf] 5 . h:t} lhNnf k|zf;g sfof{non] k|bfg ug{] ;]jf tyf j:t'x? -gful/stfsf]
k|df0fkq, /fxbfgL, d'2f dfldnf cflb_, dfnkf]t sfof{non] k|bfg ug{] ;]jf tyf j:t'x? -hUuf
/lh:6«];g, /f]Ssf cflb_ sf] nflu 5'§} k|sf/sf] sfo{ljlw agfpg cfjZos x'G5 . oL
sfo{ljlwx? k|lqmofTds kf/blz{tfsf nflu ;a}n] k9g jf hfGg kfpg] u/L ;DalGwt
sfof{nosf ;fy} ;j{;fwf/0fsf] kx'Fr x'g] cGo sfof{nox? -h:t} uf=lj=;=, gu/kflnsf,
lh=lj=;=_ df ;d]t /flvg' k5{ .

k|efjsf/L sfof{Gjog M g]kfnsf] ;fj{hlgs ;]jfx?sf] ;~rfngdf gLltut k|ltj4tf /

sfof{Gjogdf 9[9tfsf aLrdf klg 7"nf] cGt/ /x]sf] 5 . ;/sf/L lgsfox?k|lt hgtfsf] j9bf]
cfsfª\Iffn] o; cGt/nfO{ cem a9fPsf] 5 . ;/sf/L ;]jfx?sf] ;ª\s'rg / lghL If]qsf]
lj:tf/ aLr ;dGjo ljGb' lglZrt gx'gfn] pTkGg x'g] ahf/sf] ljrngn] pkef]Qmf tyf
;]jfu|fxLx? df/df k/]sf] b]lvG5 . -x]g{'xf]; aS; g+= #_

glthfd'vL cg'udg tyf d"NofÍg M gful/snfO{ k|bfg ul/g] j:t' tyf ;]jfsf] u'0f:t/af/]
a]nf a]nfdf kqklqsf tyf ;dfrf/df s'/f p7\g] u/]sf] kfOG5 . ;]jfu|fxL hgtfn] ;]jf
k|bfossf] d"NofÍg ug{ gkfpg] ePsfn] ;]jf k|bfos ;+:yfx? 5f8f b]lvPsf 5g\ . ;]jf
k|jfxdf k|lt:kwf{ tyf hjfkmb]xLljxLgtfn] e|i6frf/ a9fPsf] 5 . cg'udg ;+oGqsf]
lgliqmotfn] ahf/n] c/fhs ¿k lnPsf] 5 . Pp6} k;ndf g'gb]lv ;'g;Dd / cf}iflwb]lv
/S;L;Dd kfOg'nfO{ klg ;fdfGo ?kdf lng'kg{] cj:yf 5 .

- 78 -
v'nf ahf/ cy{Joj:yfdf gful/snfO{ ;]jf k'¥ofpg] sfo{df lghL If]qsf] 7"n]f e"ldsf /xg] eP
tfklg ;/sf/n] lg/Gt/ cg'udg tyf d"NofÍgåf/f lgodg / u'0f lgoGq0f ug{' kb{5 . d"ntM
xfd|f] cg'udg ;+oGq sdhf]/ / ck|efjsf/L ePsf]n] gful/sx?n] tf]lsPsf u'0f:t/ tyf
d"Nodf j:t' tyf ;]jf kfP gkfPsf] s'/f ;do ;dodf gful/s ;dfh -h:t} pkef]Qmf d~r_
sf] cu'jfOdf ;]jfu|fxL, :yfgLo /fhgLlts k|ltlglw, u'0f:t/ lgwf{/0f lgsfosf lj1, :yfgLo
k|zf;gsf k|ltlglw ;d]tsf] ;+nUgtfdf j:t' tyf ;]jfsf] lgoldt cg'udg x'g' cfjZos 5 .

u'gf;f] Joj:yfkg
u'gf;f] Joj:yfkg ug{sf nflu blIf0fL clk|msL ;/sf/sf nflu l;kmfl/; ul/Psf s]xL
dxTjk"0f{ a'Fbfx? xfd|f] ;Gbe{df klg pko'Qm x'g] b]lvG5g\ M
kx'Fr – ph'/L ug]{ JolQmnfO{ ;lhn} sfof{no tyf xflsd ;dIf k'Ug] kx'Fr x'g'kb{5 . o:tf]
ph'/L sfof{nosf :6fkm / gful/s ;dfhsf cl3 klg k|:t't ug'{k5{ .
sfo{df zL3|tf – elgG5 l9nf] Gofo lbg' e]gs]f Gofo glbg' a/fa/ xf] . u|fxsx? ;s];Dd
rfF8f] cfˆgf] u'gf;f] ;'lgof];\ / Jojl:yt xf];\ eGg] rfxG5g\ .
:jR5tf – Pp6f ;fdfGo ljZjf; s] xf] eg] JolQmn] cfkm"nfO{ dsf{ gk/L ph'/L ub}{g . o;sf]
;'gjfOdf :jR5tf ePgeg], kIfkftk"0f{ /x\of]eg], 7"nfa8fn] g} a9L k|efj kf/]sf sf/0f
a]OG;fkmL eof]eg] /fHok|lt gful/ssf] ljZjf; 36\5 .
uf]kgLotf – sltko cj:yfdf Pp6fn] u/]sf] ph'/L csf]{n] yfxf gkfpg' kg]{ cj:yf klg
x'G5 . olb yfxf eof]eg] ph'/ ug]{s]f hLjgnfO{ g} vt/f k'Ug ;S5 . o:tf ph'/Lx? ljz]if
u/L k|x/L k|zf;g, 7f8f] ph'/L;Fu ;DalGwt x'G5g\ . o:tf] cj:yfdf hf] bf]ifL 5 p;nfO{
;fj{hlgs / k|fs[lts Gofosf] l;4fGtsf cfwf/df sf/afxL ug'{k5{ .
k|efjsfl/tf – Joj:yfkgkIfaf6 ;'g'jfO ePkl5 To; sf/afxL nfu" ePs} x'g'k5{ . km};nf
;'gfpFb}df jf o:tf] lg0f{o ePsf] 5 eGb}df u|fxsnfO{ Gofo x'Fb}g . lg0f{onfO{ Jojxfl/s ¿kdf
g} ptfg'{ kg]{ x'G5 .

- 79 -
k|lzIf0f – u'gf;f] Joj:yfkg ug'{ rfgr'g] sfd xf]Og . of] ;]jf k|jfx;Fu dfq} ;DalGwt geP/
;Ë7gs} j[lQljsf;, cfly{s ;'ljwf, sd{rf/Lsf] JolQmut hLjg cflb s}of}F ljljw kIf;Fu
;DalGwt x'G5 . o;}n] u'gf;f] x]g]{ sd{rf/LnfO{ ljz]if vfns]f k|lzIf0f lbOg'k5{ . ;]jf k|bfg
ubf{ 8an :6\ofG88{ x'g'x'Gg – dgk/]sf u|fxssf nflu cnUu} …k[i7åf/ ;]jf -Backdoor
service_Ú sf] k|fjwfg x'g' x'Gg .

%=@=$= Jojxf/ut If]q

tflndM ;]jf k|jfxdf ;+nUg x'g] sd{rf/Lx?sf nflu ;]jfu|fxL;Fu ug{'kg{] Jojxf/, k'¥ofpg'kg{]
;]jf ;f]rfO{ tyf Jojxf/df Nofpg'kg{] kl/jt{g h:tf ljifodf tflnd lbg'k5{ . s'g} klg ;]jf
tyf sfof{nosf gjk|j]zLnfO{ lgo'lQmkq lbP/ kb:yfkg ug{' cl3 pQm ;]jf tyf ;Ë7gsf]
ljz]iftM sfo{ jftfj/0f / sfo{;+:s[ltsf] ljifodf kl/ro u/fpg] clek|fon] gjk|j]zL
sd{rf/Lsf] ;]jf ;DaGwL dGqfno jf lgsfosf] ;xeflutfdf 5f]6f] cjlwsf] kl/rofTds
k|lzIf0f -Orientation/Familiarization/Socialization) sfo{qmd ;~rfng ug'{k5{ .
kl/rofTds k|lzIf0f ;dfKt ePsf] lbgdf ;DalGwt dGqfno jf ljefun] gjk|j]zL
sd{rf/Lsf] kb:yfkg kq lbg'kb{5 . of] sfo{qmd nf]s;]jf cfof]usf] s]Gb|Lo sfof{noaf6
l;kmfl/z ePsf gjk|j]zL sd{rf/Lx?sf] nflu ;~rfng ug]{ / qmdzM If]qLo:t/df ;~rfng
ub}{ n}hfg' kg{] b]lvG5 . o:tf gjk|j]zLx? cfkm"n] cfzf u/]sf] / ug{ k|lta4 ePsf If]qut
;]jfx? s] x'g;S5g\ To;sf] ljj/0f lnO{ kb:yfkg eO;s]kl5 lghx?sf sfo{fnodf uO{
o;sf] cg'udg ug{'k5{ .

k|f]T;fxg k|0ffnLsf] pkof]u M ;]jf k|jfxdf ;+nUg sd{rf/Lx?sf] nflu tflnd dfq xf]Og
pko'Qm k|f]T;fxg k|0ffnLsf] cefjdf hlt;'s} /fd|f] ;]jf ljt/0f k|0ffnLn] klg c;n glthf
b]vfpg ;Sb}g . lsg ls ;]jf k|bfos ju{df pTk|]/0ff hufpg] sfd pko'Qm k|f]T;fxg k|0ffnLn]
ub{5 . ;]jf k|jfx ug{] sfo{df ;+nUg sd{rf/Lx?nfO{ :yfgLo eQf, lkmN8 eQf, b}lgs tyf
e|d0f eQfsf] pko'Qm Joj:yfsf ;fy} Ps ;o c;L lbg eGbf a9L ;l~rt 3/ labfsf] /sd
jflif{s ?kdf lbP/ yk k|f]T;flxt ug{ ;lsG5 . To:t} ;?jf, a9'jfsf] cfwf/nfO{ lgikIftfk"j{s

- 80 -
sfof{Gjog u/]/, ;Ddfg, k'/:sf/ tyf cfrf/ ;+lxtfsf] pko'Qm k|of]u u/]/ klg ;]jf k|jfxdf
;+nUg sd{rf/LnfO{ k|f]T;fxg ug{ ;lsG5 .

c;n cEof;sf] k'g/fj[lQ -Best practices replication_ lghfdtL lstfavfgf, cy{

dGqfnodf ;~rflnt pkef]Qmf ;Gt'li6 ;e]{If0f -cg';"rLdf ;+nUg_ / sfo{ ;Dkfbgdf
cfwfl/t k|f]T;fxg k|0ffnL, s]xL dfnkf]t sfof{nox?df ;~rflnt 6f]sg k|0ffnL, eQmk'/,
sf:sL nufotsf dfnkf]t sfof{nox?df x'g] sDKo'6/Ls[t ;]jf, dxfn]vf lgoGqssf]
sfof{non] k|of]udf NofPsf]] PsLs[t ;km\6j]o/ h:tf cEof;x? Psbd} ;kmn b]lvPsf x'gfn]
cGo sfof{nox?df klg k|of]u u/L x]g{'kb{5 .

xflb{stf k|s6
u|fxsnfO{ :jfut ug]{ / labfO ug]{ sfo{ cfkm}+df cToGt} ;+j]bgzLn kIf xf] . o;df yf]/} dfq
klg nfk/afxL eof] eg] ;+:yfsf] k|efjnfO{ g} gs/fTds c;/ kb{5 . lghfdtL ;]jfk|lt
hgtfsf] ljZjf; / ;dy{g cfh{g ug{ vf; u/L k|mG6nfOgsf sd{rf/L jf 8]:s clkm;/n]
zAb tyf Jojxf/df zfnLgkg Nofpg} k5{ . o;sf lglDt s]xL pkfox? tn b]vfOG5 M
cfb/fyL{ zAbsf] k|of]u — gd:t], gd:sf/, x]nf], xh'/, wGojfb, d}n] ;]jf ug'{kg]{ s]xL 5 ls Û
s[kof o;f] ug'{xf];\, a:g';\, Ps}l5g, sfd x'Fb}5, km]l/ cfpg'; n, h:tf cfb/fyL{ zAbsf] k|of]u
ug'{ /fd|f] x'G5 .
af6f] b]vfpg] — Pp6} zfvf jf sfof{nodf ljleGg kmfF6x? x'g ;S5g\ . sfdsf lx;fan]
o:tf PsfO{x? afFl8Psf x'G5g\ . Ps kmFf6sf] sfd ;s]kl5 csf]{ kmfF6df u|fxsnfO{ k7fpg
af6f] b]vfpg] -P/f]_ af]8{ 6fFluPsf] x'g'k5{ jf olt gDa/sf] sf]7fdf hfg] eg]/ sfuhsf] lr6
lbg' /fd|f] x'G5 .

ckfËtf ePsf JolQmsf nflu plrt Joj:yfkg

- 81 -
s]xL aif{ cl3 /fhwfgLsf s]xL rf}/fxfx?df hfkfgL ;xof]uåf/f ef}lts of]hgf tyf lgdf{0f
dGqfnosf] ;+of]hsTjdf ckfËd}qL km'6kfy agfOPsf lyP . t/ To;kl5 g]kfn ;/sf/n] st}
To:tf] kxn ug{ ;s]sf] 5}g . dGqfnosf dGqL, ;lrj, ;x;lrjx?nfO{ zf/Ll/s ckfËtf
ePsf JolQmn] e]6]/ cfˆgf] s'/f /fVg] ;Defjgf g} 5}g . ca o; ljifodf ;/sf/, lghL If]q,
gful/s ;dfh ;a}sf] Wofg hfg' h?/L 5 .
ljz]if of]hgf
b'u{d If]qdf /x]sf hgtfsf nflu ;/sf/n] …ljz]if ;"rgf of]hgfÚ g} agfpg' k5{ . Pp6f
;fdfGo s'/f ;f]Wgsf nflu klg n'?n'? ;b/d'sfd;Dd k'Ug], s]xL k|df0f gk'u]/ kms]{/ cfP/
rflxg] k|df0f a6'n]/ k'gM ;b/d'sfd hfg], To;df ;fdfGo s]xL s'/f 5'6]sf] /x]5 eg] km]l/ sfd
gx'g]eO{ hf] u/La 5 p;n] o;/L s}ofFk} 6s cft]hft] / vr{sf] emGem6 a]xf]/L
/xg'kg]{ b]lvPsf] 5 . o;af6 kf/ kfpg uflj;, j8f dfkm{t ;fj{hlgs ;/f]sf/sf sfof{nox?
h:tf] a}+s, dfnkf]t gfkL, e"ld;'wf/, lhNnf k|zf;g, s[lif, 3/]n', jg cflb sfof{nox?n] s] s]
sfd ug'{kbf{ s:tf k|df0f tyf slt z'Ns / b:t'/ rflxG5 ;f]sf] hfgsf/Lsf] lnlvt krf{
gful/sn] rfx]sf] a]nf ;lhn} pknAw x'g] rfFhf]kfFhf] ldnfpg' k5{ .

%=@=%= jftfj/0fLo If]q

gofF ;fj{hlgs Joj:yfkgsf] k|of]u
w]/} ljåfgx?n] ;fj{hlgs k|zf;gnfO{ Jojxfl/s k|of]usf lx;fan] ljleGg zAbx?df kl/eflift
u/]sf 5g\ . o;nfO{ gjLg tyf l;h{gzLn cfofdsf] ?kdf a'em\g yflnPsf] 5 . gofF
;fj{hlgs k|zf;g -x'8\; / Hofs;g, !((!_, ;/sf/sf] k'gcf{l{jisf/ -cf];ag{ / UofAn/_,
k|zf;g ;'wf/ -aL=ufO{ lk6;{_, ljZjJofkL Joj:yfkg qmflGt -8f]gfN8 s]6\6n_ / ahf/df
cfwfl/t Joj:yfkg eg]/ klg ;Daf]wg ul/Psf 5g\ . ;/sf/sf] k/Dk/fut e"ldsfnfO{
?kfGt/ ub{} ;fj{hlgs ;]jf k|jfxnfO{ ;xeflutfTds kx'Frsf] ?kdf n}hfg lgDg lnlvt
zAbfjnLx?sf] k|of]u u/]sf] kfOG5
 pBdzLn tyf 5l/tf] ;/sf/

- 82 -
Â hjfkmb]xL ;/sf/ -Responsive government), /0fgLlts ;/sf/
 txljxLg tyf ;LdfljxLg ;/sf/
 ;':ki6 of]hgfsf] kl/b[Zo b]vfpg] ;/sf/ -Visionary Government with Indicative
planning_
 ;fj{hlgs ;]jf 3/b}nf]df
 Psåf/ ;]jf
 ;do / b'/Lsf] nfut 36fpg] ;]jf
 nfut k|efjsf/L ;]jf
 hgtfaLr ;/sf/sf] pkl:ylt
 ahf/df cfwfl/t
 sfof{no tyf ;]jfaLr k|lt:kwf{
 ;fj{hlgs– lghL ;fem]bf/L
 ;xeflutfTds ;/sf/ cflb .

gful/s a8fkqM ;fj{hlgs ;]jf k|jfxdf ;+nUg sfof{nox?sf] sfo{ ;Dkfbgsf] l;nl;nfdf
pknAw x'g] ;]jfnfO{ k|efjsf/L agfpg gful/s a8fkqsf] Joj:yfn] s]xL sfof{nodf
;sf/fTds k|efj kf/]sf] b]lvPsf] 5 . o:tf] a8fkqdf sfof{non] k|bfg ug{] ;]jf, ;]jf k|bfg
ug{ cfjZos ;do, ;]jf k'¥ofpg nfUg] cjlw, nfUg] b:t'/, k'¥ofpg' kg{] k|lqmof tyf
cfjZos sfuhft / lhDd]jf/ sd{rf/Lsf] gfd, kb, sf]7f g+= pNn]v ul/Psf] x'G5 . gful/s
a8fkqn] u'0f:t/Lo ;]jf k|bfg ug{ k|lta4tf JoQm ug{] ePsfn] o;df k|Tofe"lt ul/Psf]
;]jfsf] Go"gtd:t/ pknAw x'g g;s]sf] cj:yfdf ;]jfu|fxLnfO{ Illtk"lt{ lbg] Joj:yf ;d]t
ul/Psf] x'G5 .

;"rgf k|ljlwsf] k|of]uM j9\bf] ;"rgf k|ljlwsf] ljsf;;Fu} ;fj{hlgs ;]jf k|jfxdf OG6/g]6,
j]Oa;fO6, Od]n, P;PdP; ;]jf cflbsf] k|of]u qmdzM a9\b} uPsf] kfOG5 . ;"rgf k|ljlwsf]

- 83 -
cfsf/ tyf d"Nodf cfPsf] lg/Gt/ lu/fj6 / sfo{ Ifdtfdf ePsf] ck"j{ a[l4n] ;]jf k|jfxdf
;d]t e/kbf{] dfWodsf] ?kdf ;"rgf k|ljlwnfO{ lng yflnPsf] 5 . ;]jf k|jfxdf ;+nUg k|To]s
sfof{non] cfkm"n] ug{] sfo{x?sf] lj:t[t ljj/0f j]a;fO6 -Website_ åf/f k|rf/ k|;f/ ug{
;lsG5 . ;DalGwt ljifodf k|ltkfbg ul/Psf gf}nf hfgsf/L lng ;d]t ;"rgf k|ljlwsf]
k|of]u kmnbfoL x'g;S5 . To:t} ;"rgf ;ª\sng, ljZn]if0f, k|of]u / e08f/0fsf nflu
ljlzi6Ls[t ;km\6j]o/sf] k|of]u a9\bf] qmddf 5 . g]kfnL gful/sx?sf] s]Gb|Lo 8f6fj]; tof/
u/L pd]/ k'u]sf gfjflnun] h'g;'s} lhNnfaf6 klg gful/stf k|df0fkq lng;Sg] Joj:yf ug{
;lsG5 .

xfn lghL If]qn] ;"rgf k|ljlwsf] kof{Kt pkof]u u/]/ ;]jf k|jfxdf r':ttf NofPsf] 5 .
/fhwfgLsf] s'g} a}Ídf hDdf u/]sf] /sd h'g;'s} lhNnfdf /x]sf] p;sf] zfvfaf6 If0fe/d}
e'QmfgL lng ;Dej ePsf] 5 . sDKo'6/ g]6jls{ª\sf] dfWodaf6 Pp6f xjfO{hxfh sDkgLsf]
l6s6 s}of}+F 6«fen Ph]G;Ln] bf]xf]/f] gkg{] u/L ljqmL ljt/0f ul//x]sf] b]lvG5 . ;"rgf k|ljlwsf]
plrt k|of]uaf6 ;]jfu|fxL dfq nfeflGjt xF'b}gg\ ;]jf k|jfxsf] nfut klg 36g hfg] / ;]jf
k|bfos lgsfosf] ;fv klg a9\g hfGf] ePsf]n] ;fj{hlgs ;]jf k|bfos lgsfox?n] ;"rgf
k|ljlwsf] k|of]unfO{ a9L hf]8 lbg'kg{] b]lvG5 .

k|foh;f] s]Gb|Lo lgsfox?– dGqfno, cfof]u, ;lrjfno, ;ldlt / ljefux?n] cf–cfk\mgf]

j]a;fO6sf] Joj:yf u/]sf 5g\ . oL lgsfox?n] cf–cfkm\gf] j]a;fO6x?df cfk\mgf] kl/ro,
sfd, st{Jo / clwsf/sf ;fy} ;Ë7g ;+/rgf, gLlt tyf sfo{qmd, k|ult ljj/0f, pknAw
u/fOg] ;]jf, ;'ljwf, sd{rf/Lx?sf] ljj/0f tyf ;Dks{ ;"rgfx? cflb ljifox?df hfgsf/L
lbg] u/]sf] b]lvG5 . oBlk s]xL lgsfox?sf j]a;fO6 afx]s clwsf+z lgsfox?sf] j]a;fO6
;dodf cBfjlws x'g] gu/]sf] / j]a;fO6df /flvPsf ;"rgf ;fdfu|Lx? klg kof{Kt gePsf]
kfOG5 . ;fy} j]a;fO6 ;'/Iff -Website security) sf] kIf ;d]t sdhf]/ b]lvPsf] 5 . o;df
s;}sf] rf;f] /x]sf] b]lvFb}g -k|zf;g k'g;+/{rgf cfof]u, @)^% sf] k|ltj]bg_ .

- 84 -
gful/s ;dfhsf] ;lqmotf M /fHon] k|bfg ug{] ;]jfdf ;dfhsf sdhf]/, pk]lIft ju{sf] kx'Fr
a9fpg pgLx?sf] Ifdtf ljsf; ug{], r]tgf lj:tf/ ug{], tyf sdhf]/ ju{sf] cfjfh d'vl/t
ug{] sfd gful/s ;dfhn] ub{5 . t/ xfdLsxfF gful/s ;dfh cfkm}+ /fhgLltsf] gfddf
ljeflht /x]sf] / pkef]Qmfx? ;r]t gx'Fbf ;fj{hlgs ;]jfsf] u'0f:t/Lotf / k|efjsfl/tfsf]
nflu ;]jf k|bfos dfly kof{Kt bjfj l;h{gf x'g ;s]sf] 5}g .

/fHosf] ;]jf k|bfos cËx?df ;+j]bgzLntfsf] cefjdf k|ltsfTds bafan] sfd} ug{
5f]l8;s]sf] 5 . kfFr 5 lbg;Dd lxF8]/ cfPsf hgtfn] ;/sf/sf] lgufxfdf kfpg] ckof{Kt
rfdn, g"g kfpFbf klg cxf]efUo 7fGg' kg{] cj:yf 5 . l;F+rfO, af6f]3f6f], jg, cflb If]qdf
pkef]Qmf ;d"x dfkm{t sfd ug{] kl/kf6L ;'? ePtf klg To:tf ;d"x ;dfhsf 6f7faf7f, 7fn"
/ /fhgLlts sfo{stf{sf] :jfy{ k"/f ug{] dfWod dfq aGg k'u]sf] 5 . gful/ssf] u'0f:t/Lo
;]jf kfpg] xssf] jsfntsf nflu pkef]Qmf d~r, k|f] klAns, cleefjs ;Ë7g h:tf
u}/;/sf/L ;+:yfx? lqmofzLn eP tfklg ;Ël7t bafasf] cefjdf ;]jfu|fxLx? cem} 7luPs}
5g\ .

%=@=^= cGo
;/sf/L– lghL ;fem]bf/LM sltko ;]jf k|jfxsf] If]qdf ;/sf/LeGbf lghL If]q ;Ifd b]lvPsf]
5, h:t}M a}lsË / ljQLo If]q / xjfO{ oftfoft If]q . ;/sf/L If]qaf6 /flvPsf] lgu/fgL tyf
cg'udg / lghL If]qsf] kF'hL, k|ljlw / Jofj;flostf h:tf] ;Ifd ;+of]hgåf/f ;]jf ljt/0f
k|0ffnLdf ck]lIft ;'wf/ NofOPsf cg]s ;kmn pbfx/0f 5g\ . o;}u/L u}/;/sf/L lgsfo,
;fd'bflos ;+:yf cflbn] ;fdflhs zlQm cfh{g u/L ;/sf/L lghL ;fem]bf/Lsf] wf/0ffnfO{
k|an agfPsf 5g\ kmn:j¿k ljsf; /0fgLlt tof/ ug{ ;xof]u k'u]sf] 5 . t/ o; If]qdf
sfo{k|lqmofsf] cefj, cfk;L ljZjf;df ;ª\s6 / cg'udgsf] cefjn] ubf{ ;/sf/L–lghL
;fem]bf/L ;]jf k|jfxsf] If]qdf TolTf ;kmntf xfl;n ug{ ;lsPsf] 5}g .

- 85 -
cGt/f{li6«o cEof;sf] :yfgLos/0fM jt{dfg ;dodf ljZjsf ljsl;t tyf cljsl;t ;a}
b]zsf k|fyldstf hgtfsf] ;]jfdflysf] clwsf/sf] ;Ddfg ub{} ;'zf;g k|bfg ug{' /x]sf] 5 .
o;sf nflu k|zf;lgs ;'wf/ dfkm{t zf;sLo ;'wf/nfO{ hf]8 lbO{Psf] 5 . kmntM zf;sLo
;'wf/sf ljleGg df]8]nx? k|of]udf NofOPsf 5g\ . sltko ;'wf/sf df]8]nx?n] ;kmntf klg
k|fKt u/]sf 5g\ . Ps b]zdf ;kmn 7xl/Psf] df]8]n cGo b]zdf klg lkm6 -Tailor made_
x'G5 eGg ;lsGg . x/]s b]zsf] cfkm\g} ;fdflhs, ;f+:s[lts, ef}uf]lns, /fhgLlts, cfly{s
tyf P]ltxfl;s k[i7e"ld cg';f/ ;'wf/n] glthf b]vfpg] x'G5 . lrGtgdf Jofkstf, u/fOdf
:yfgLotf -Think globally, act locally) sf] efjgf cg';f/ cGo b]zdf ;kmn b]lvPsf
;fj{hlgs ;]jfsf ;'wf/ cEof;nfO{ x'jx" geO{ xfd|f] b]zsf] :yfgLo kl/l:ylt cg's"n nfu"
ug{ ;s] To;sf] ;sf/fTds nfe hgtfnfO{ l5§} lbg ;lsG5 . c:6«]lnofdf ;g\ @))) df
nfu" ul/Psf] ;fj{hlgs ;]jf -PS 2000_, a]nfotdf hf]g d]h/n] nfu" u/]sf] gful/s a8fkq
-Citizen charter) sf] cjwf/0ff, Sofg8fsf] Special Operating Agencies -SOAs_
blIf0f clk|msfsf] BATHO PELE, The people first, dn]lzofs]f Excellent work
culture movement o:tf s]xL pNn]vgLo cEof;sf pbfx/0f x'g\ .

%=# klxrfg ul/Psf If]qx?sf] k|efjsf/L sfof{Gjogsf nflu j:t'ut 7f]; ;'emfjx?
x/]s sd{rf/Lsf] sfo{ ljj/0f agfpg] ;f] sfo{ ljj/0fnfO{ sd{rf/Lsf] lgo'lQm jf kb:yfkg
ubf{ g} lbg], sd{rf/Lsf] sfo{ ;Dkfbg d"NofÍgsf] cfwf/ sfo{ljj/0fnfO{ agfpg] Joj:yfnfO{
l;4fGttM :jLsf/ ul/P tfklg Jojxf/df nfu" x'g ;s]sf] 5}g . To;}n] k|To]s sfof{non]
ug{'kg{] sfo{ / axg ug{'kg{] lhDd]jf/L ;d]6]/ :ki6 sfo{ljlw tof/ ug,{] ;f]xL sfo{ljlwsf]
cfwf/df x/]s sd{rf/Lsf] sfd st{Jo, clwsf/ tyf of]Uotf v'nfO{ sfo{ ljj/0f tof/ ug{] .
o; sfo{nfO{ ;DkGg ug{] lhDd]jf/L sfo{fno k|d'vsf] ;fy} ;DalGwt sd{rf/LnfO{ klg lbg] .

g]kfn ;/sf/n] ;fj{hlgs ;]jfx?nfO{ cfkm}Fn] ;~rfng ug{'k5{ eGg] wf/0ff g/fvL ;/sf/L,
u}x«;/sf/L / lghL dWo] h'g If]qn] k|efjsf/L ?kdf ;]jf k|jfx ug{ ;S5 p;}nfO{ ;]jf

- 86 -
;~rfng ug{ lbg'k5{ / ;/sf/n] To:tf ;]jfx?sf] cg'udg u/L u'0f:t/Lotfsf] ;'lglZrttf
lbg'k5{ .

k|To]s sfof{nodf ePsf] gful/s a8fkqsf] ;d;fdlos ;+zf]wg u/L cBfjlws agfO/fVg'
k5{ . lhNnf:t/df ePsf ;]jf k|jfxdf ;+nUg ;a} sfof{nox?sf] a8fkqsf ;Íng u/L
k|sfzg ug{] / a9L eGbf a9L gful/s, ;d'bfo tyf ;+:yfx?df k'Ug] Joj:yf ug{'k5{ . ;fy}
:yfgLo sfof{no, u}/;/sf/L lgsfo, :yfgLo lgjf{lrt lgsfox?n] ;~rfng u/]sf ;]jf
k|jfxsf sfo{qmd af/] ljj/0f ;lxtsf] ;"rgf hgtfsf] a9L kx'Fr x'g] :yfg lhNnf ljsf;
;ldlt, ufpF ljsf; ;ldlt, gu/kflnsf / lhNnf k|zf;g sfo{fnox?df ;"rgf kf6L /fvL
6fF; ug{'k5{ . ;fj{hlgs n]vf k/LIf0f -Public audit_, ;fdflhs n]vf k/LIf0f -Social
audit_, ;fj{hlgs ;'g'jfO -Public hearing_ sf] dfWodaf6 klg ;]jf k|bfos lgsfox?sf]
ultljlw ;fj{hlgs u/L ;]jfu|fxLk|lt hjfkmb]lxtf a9fpg ;lsG5 .

;j{;fwf/0f hgtf;Fu k|ToIf¿kdf ;Dks{df cfpg] ;]jf k|bfos sfof{nox?df klxn] cfpg]
;]jfu|fxLsf] klxn] sfd ul/lbg] -First come first serve basis_ u/L 6f]sg k|0ffnL nfu"
ul/lbg' k5{ . lgj]bsn] btf{ ug{ NofPsf lgj]bg;fy k'¥ofpg' kg{] ;a} k|lqmof k"/fu/]sf]
b]lvPdf btf{ u/L ;]jfsf] k|s[lt x]/L ;f]xL lbg sfo{ ;Dkfbg ug{ ;lsg] eP ul/lbg] / cGo
ljj/0f k|fKt ug{'kg{] jf yk s]xL s'/f a'em\g' kg{] ePdf s'g ldlt;Dddf ;f] k|lqmof k"/f x'g] xf]
6f]sgdf g} n]vL lbg'k5{ . /Ltk"j{ssf] lgj]bg gePdf jf k|lqmof gldn]sf]df ;f] s'/f ldnfO{
Nofpg lgj]bgd} b/kL7 ul/lbg] Joj:yf ug{'kb{5 .

vfBj:t', cf}iflw, lgdf{0f ;fdfu|L cflbdf lgwf{l/t u'0f:t/ dfkb08 cg';f/ eP gePsf]
s'/fsf] cg'udg / /]vb]v ug{] ;DalGwt sfof{nonfO{ a9L ;lqmo agfpg' kb{5 . o;sf]
cg''udgsf nflu ;xfos k|d'v lhNnf clwsf/L, lhNnf k|x/L sfof{nosf clws[t sd{rf/L,
:yfgLo lgsfosf k|ltlglw tyf u'0f:t/ lgwf{/0f lgsfosf k|ltlglw ;d]t /x]sf] clwsf/

- 87 -
;DkGg lhNnf:t/Lo cg'udg ;ldlt u7g u/L lgoldt ¿kdf ahf/ cg'udg / lg/LIf0f
ul//xg' kb{5 .

;j{;fwf/0f hgtfn] k|of]u ug{] pkef]Uo j:t' tyf ;]jfsf] u'0f:t/ dfkg tyf lgwf{/0f ug{
slDtdf If]qLo:t/;Dd pko'Qm b/jGbL ;lxtsf] k|of]uzfnf / k/LIf0f s]Gb|x?sf]] ;+:yfut
Joj:yf x'g' h?/L 5 . h:t}M u'0f:t/ tyf gfktf}n k|of]uzfnf, vfBk|ljlw k|of]uzfnf,
ljlwlj1fg k|of]uzfnf, :jf:Yo k|of]uzfnf cflb . oL k|of]uzfnfx?nfO{ PsLs[t ?kdf
;~rfng x'g] u/L k|To]s If]qsf ;'ljwfhgs :yfgdf :yfkgf ug{' cfjZos 5 .

u'gf;f]sf] k|zf;lgs sf/afxL -Administrative Ombudsman_

;]jf kfpg] JolQmn] tf]sPadf]lhd ;]jf k|fKt ug{ g;s]df ph'/L btf{ ug{] / btf{ x'gf;fy
5fgljg u/L ph'/LbftfnfO{ ;Gt'i6 x'g] u/L hjfkm lbg] cyjf Ifltk"lt{ lbg] hfgsf/L lbg'kb{5
. o; Joj:yfsf] cg'udg ug{ pkef]Qmf k|ltlglw, :jtGq a'l4hLjL / :yfgLo lgjf{lrt
hgk|ltlglwx? /x]sf] ;fdflhs n]vfk/LIf0f ;d"x -Social audit panel_ jf Ombudsman
sf] u7g ug{' kb{5 . o; ;d"xn] ;]jfu|fxLsf] d"NofÍgsf] cfwf/df /fd|f] sfd ug{] sd{rf/LnfO{
hgtfsf] tkm{af6 pTs[i6 sd{rf/Lsf] k|df0fkq k|bfg ug{ ;Sb5 eg] v/fa sfd ug{]
sd{rf/LnfO{ b08 lbg] l;kmfl/; klg ug{ ;Sb5 .

;]jf k|jfxdf ;+nUg lgsfo tyf ltgdf sfo{/t sd{rf/Lx?df Jofj;flostf, k|lt:kwf{ /
pQ/bfloTjsf] ljsf; ug{ Wofg lbg' k5{ . sd{rf/Lsf] dgf]an pRr /fVg cfly{s tyf
u}/cfly{s pTk|]/0ffsf tTjx?sf] Joj:yf ug{'k5{ .

;]jf k|jfxnfO{ l56f], 5l/tf], k|efjsf/L tyf hgd'vL agfpg ljleGg cjwf/0ffx?sf] k|of]u
ug{] u/]sf] b]lvG5 . h:t} ljleGg eG;f/ sfof{nox?df ;'wf/sf] l;nl;nfdf ckgfPsf]
;bfrf/ k4lt, cbfnt tyf Gofokflnsfdf 3f]if0ff ul/Psf]] d':sfg ;lxtsf] ;]]jf k4lt,

- 88 -
jfl0fHo ljefusf] …b'O{3G6] ;]jf, ;]jfu|fxLsf] k]jfÚ gf/f h:tf ljleGg sfof{nox?n] 3f]if0ff u/L
Jojxfl/s k|of]udf NofPsf gf/f jf ;Gb]zx?n] klg ;]jfu|fxLsf] Wofgfsif{0f ub{5g\ .

o;} ;Gbe{df xfn "hgtfsf] ;]js" sf ?kdf 5lj agfPsf] g]kfnsf] lghfdtL ;]jfnfO{
;+:yfut ug{ sf]z]9'Ëf ;fljt ePsf] lghfdtL ;]jf P]g klxnf] k6s hf/L ePsf] ldlt @)!#
;fn efb| @@ sf] ;Demgfdf @)^) ;fnb]lv x/]s jif{ efb| @@ ut] lghfdtL ;]jf lbj;sf]
?kdf dgfOg] k|rng /x]sf] 5 . pQm lbj;df lghfdtL ;]jfsf] ;]jf k|bfos e"ldsfnfO{ hf]8
lbg ljleGg gf/fx? to ug{] ul/Psf] 5 . xfn;Ddsf lghfdtL ;]jf lbj;sf gf/fx? o;
k|sf/ 5g\ M

klxnf] @)^) ;fn lghfdtL ;]jfdf ;'wf/ M b]z ljsf;sf] cfwf/

bf];|f] @)^! ;'zf;gsf] k|Tofe"lt M hgtfsf] cg'e"lt
t];|f] @)^@ ;]jfu|fxLsf] clwsf/ M ;'zf;gsf] cfwf/
rf}yf] @)^# ;'zf;gsf] cfwf/ M sd{rf/Lsf] Jojxf/
kfrf}+ @)^$ c;n zf;g M :jR5 k|zf;g
5}7f}+ @)^% hgtfnfO{ ;]jf M nf]stGqnfO{ 6]jf
;ftf}+ @)^^ k|zf;gsf] kf/blz{tf M cfhsf] cfjZostf
cf7f} @)^& lzi6 / gd| Jojxf/ M ;]jfu|fxLsf] clwsf/

o;/L k|ltjif{ ;]jfbfoL e"ldsfsf] :d/0f ub{} ;]jf k|jfxk|ltsf] k|lta4tf bf]xf]¥ofpg' ;sf/fTds
kIf eP tfklg x/]s gofF ;fndf lghfdtL ;]jf lbj; dgfpFbf cl3Nnf] jif{df lnO{Psf] gf/f
adf]lhd sfd eP gePsf] ;dLIff x'g / ;'wf/ ug{'kg{] s'/fx?sf] n]vfhf]vf ;d]t ug{]
k|rngsf] klg ;'?jft x'g ;s]df lghfdtL ;]jf lbj; dgfpg'sf] ;fy{stf b]lvG5 . +

yk bfd, zL3| sfd (More cent for decent work_

- 89 -
;fdfGotM ;]jf k|bfos ;+:yfn] hgtfsf] sfd ubf{ cltl/Qm z'Ns lng] ub{]}g . sd{rf/Ln] klg
lng x'Fb}g, o:tf] lnPdf Tof] e|i6frf/ 7x5{, 3'; 7x5{ . t/ ;+:yfn] g} ljz]if ;]jf lbPafkt
yk b:t'/ lnPdf Tof] gfhfoh 7xb{]}g . h:t} k//fi6« dGqfnon] Pd cf/ kL lbFbf ;fdfGotM
Ps dlxgf nfUg] t/ 8an b:t'/ lt/]df Ps xKtfleq kf;kf]6{ kfOg] x'G5 . 8an b:t'/ lt/]df
nf]s;]jfdf kmf/fd eg{ yk Ps x:tf ;do kfOG5 . jfl0fHo, cfk"lt{, s/, eG;f/,
c:ktfnh:tf If]qdf klg u|fxsnfO{ ;'ljwf xf];\ eGg] p2]Zon] yk bfd zL3| sfd sf] k|rng
cfof] . o;} l;4fGtdf cfwfl/t eP/ sd{rf/n] JolQmut?kdf yk /sd lnO{ sfd rfF8f]
ul/lbg] ck|ToIf ;fF7ufF7sf] Joj:yf cfof] . k};f ltg{ ;Sg]n] k};f ltg{ g;Sg]sf] ;do, k|aGw
cltl/Qm z'Ns lt/]]/ lslglbPsf] x'G5 . Psflt/ cfd gful/ssf] ;Dk|e'tf /x]sf] eGg], csf{lt/
wgLdfgLn] rfF8f] ;]jf lsGg kfpg] sfg"gL Joj:yf x'g' cfkm}df ;}4flGts lj/f]wfef; xf] g} .
;]jf lngsf nflu nfdf] ;do k|ltIffdf a:g;Sg] ;do ePsf u|fxssf] lglDt kl5 ;]jf k|fKt
u/] klg eof] . t/ tTsfn ;]jf rflxg] ul/a u|fxssf nflu eg] cltl/Qm z'Ns cfkm}Fdf lgs}
7"n]f af]em aGb5 . o;sf] ;dfwfgsf lglDt gful/ssf] cfly{s IfdtfnfO{ ljleGg txdf
juL{s/0f u/L /fli6««o kl/rokq lbg ;/sf/n] oyf;So kxn ug{'k5{ .

s]xL :jfled'vLs[t (Self- addressed) k|Zgx?

;]jf k|jfxsf ;DaGwdf s'g} klg ;Ë7gn] lgDgfg';f/sf] k|Zg cfkm}Fn] cfkm}F+nfO{ ;f]Wg'k5{ M
 xfd|f] ;Ë7gn] ;]jf k|jfxsf] k4lt lnlvt ?kdf tof/ u/]sf] 5 jf 5}g < s] jt{dfg
k4ltn] :t/Lo ;]jf k|bfg ug{ ;xof]u k'¥ofPsf] 5 <
 xfd|f sd{rf/L tyf :jLs[t Ph]G6x? s:tf 5g\ < s] logLx? ;]jf k|bfg ug{df ;xof]uL
5g\ < -Ph]G6 eGgfn] n]vGbf;, sfg"g Joj;foL / oftfoft Joj:yf sfo{fno, s/ tyf
eG;f/ sfof{no df ;xof]u k'¥ofpg] afx\o ;xof]uLnfO{ a'em\g'k5{ . s] logLx?nfO{
sfof{non] k|lzIf0f lbg] u/]sf] 5 <
 sfd ug{] ;do tflnsf s;/L ldnfOPsf] 5 . ;fx«} 7"nf] sfo{af]em k/]sf] j]nf jf lks
l;hg ePsf] j]nfdf ;]jf k|bfg ug{ s:tf] Joj:yf ul/Psf] 5 <
 ;]jf k|jfxsf] cg'udg ug{] ;+oGq jf Dofl6«S; jf nusf] Joj:yf ul/Psf] 5 5}g <
- 90 -
%=$ cg'udg, d"NofÍg tyf k[i7kf]if0fsf] Joj:yf
lhNnfleqsf ;/sf/L ;]jf k|bfos lgsfox?sf] sfd sf/afxLsf] cg'udg / d"NofÍg
u/L ;fj{hlgs ;]jf ljt/0f k|0ffnLnfO{ a9L Jojl:yt / k|efjsf/L agfpg k|To]s
lhNnfdf k|d'v lhNnf clwsf/Lsf] ;+of]hsTjdf, If]qleqsf ;/sf/L ;]jf k|bfos
lgsfox?sf] sfd sf/afxLsf] cg'udg / d"NofÍg ug{ If]qLo k|zf;ssf] ;+of]hsTjdf
tyf dGqfno:t/df cg'udg / d"NofÍg ug{ ;lrj:t/df cg'udg tyf d"NofÍg
;ldlt u7g x'g] Joj:yf ;'zf;g -Joj:yfkg tyf ;+rfng_ lgodfjnL, @)^% df
ul/Psf] 5 .

;fj{hlgs ;]jfnfO{ :t/Lo / k|efjsf/L agfpg cg'udg, d"NofÍg u/L To;af6 k|fKt x'g]
k[i7kf]if0fsf] 7"nf] dxTj /xG5 . To;}n] ;]jfsf] u'0f:t/ / k|efjsfl/tfsf] nflu ;|f]t ;fwgsf]
pkof]u, ;]jf ;DaGwL, sfo{ljlw tyf sfo{k|lqmof / k|ltkmn ;DaGwL kl/;"rsx? tof/ u/L
cg'udg / d"NofÍg ug{' kb{5 . t/ g]kfndf ;fwgsf] pkof]u ;DaGwL kl/;"rssf] k|eT' j
/x]sf] / o;}nfO{ g} k|ultsf] ?kdf lnOg] rng 5 . ;]jf k|jfxdf u'0ffTds a[l4sf] nflu
pNn]lvt tLgj6} kl/;"rssf cfwf/df k|ultsf] d"NofÍg ug{] kl/kf6L a;fNg' cfjZos 5 .

- 91 -
 efu 5

lgisif{, ;'emfjx? tyf ;'emfj sfof{Gjog sfo{of]hgf

^=! lgisif{
/fHosf] pTklQ g} hgtfnfO{ ;'/Iff / ;]jf ;'ljwf pknAw u/fpg ePsf] xf] . o;sf nflu
sfg'gåf/f g} lghfdtL ;]jf nufot cGo j}wflgs lgsfox?sf] Joj:yf ul/Psf] x'G5 .
lghfdtL ;]jfsf] d'Vo p2]Zo ;/sf/sf] :yfoL tyf Joj;flos ;xof]uL eP/
:yfgLo:t/;Ddsf ;a} hgtfnfO{ /fHosf] tkm{af6 ;]jf k|bfg ug{' xf] . clxn] ljZjdf u}//fHo
kIfsf] ;d]t ;lqmo pkl:yltn] ub{f lghfdtL ;]jfdfly hgtfnfO{ ;]jf pknAw u/fpg]
;Gbe{df k|lt:kwf{ a9]sf] 5 . /fHoaf6 gu/L gx'g] cGo sfo{sf cltl/Qm ;j{;fwf/0fnfO{
k'¥ofpg'kg{] ;]jf ;'ljwfnfO{ u'0f:t/Lo, k|efjsf/L, kf/bzL{, sd vlr{nf], pknlAwd"ns Pj+
;xh agfpg'kg{] cj:yf 5 . o:tf sfdx? ;/sf/ PSn]}n] ug{'eGbf cw{;/sf/L, u}/;/sf/L,
lghL If]q tyf gful/s ;dfhnfO{ ;d]t ;]jf k|jfxsf sfd afF8kmfF8 ug{] / ;f]sf]] cg'udg
d"NofÍg u/L u'0f:t/Lotf sfod ug{] s'/fdf gofF ;fj{hlgs Joj:yfkgn] ;d]t hf]8 lbPsf]
b]lvG5 .

;fj{hlgs ;]jf k|jfx, sfo{;+:s[lt tyf sfo{k|0ffnL cnu cnu ljifo ePklg Ps cfk;df
cGt/;DalGwt 5g\ . sfof{nosf] sfo{;+:s[lt sd{rf/Lsf] dgf]j[lQ, ;f]Fr, ;+:sf/;Fu uf+l;Psf]
s'/f ePsf] x'Fbf To;df ;sf/fTds kl/jt{g Nofpg sd{rf/Lsf] d"No dfGotf Pj+ Jojxf/df g}
kl/jt{g Nofpg' kg{] x'G5 . To;sf] nflu k|lzIf0f, cWoog, pTk|]/0ff, dgf]an, g]t[Tj ljsf;,
pQ/bfloTj, hjfkmb]lxtfdf clej[l4, sfo{ jftfj/0fdf ;'wf/ cflbdf hf]8 lbg'kg{] x'G5 .
sfof{Gjog ug{ g;lsg] 7"nf 7"nf s'/faf6 eGbfklg sfof{Gjogdf Nofpg ;lsg] ;;fgf
sfo{x?af6 dfq kl/jt{g Nofpg ;lsG5 .

;fj{hlgs ;]jf k|jfx eGg' ;fdfGotof nufgL ug{' dfq xf]Og of] k"/} hgtf, k|lqmof /
k|ljlw;Fu ;DalGwt s'/f xf] . (Improving service quality is not simply about the
- 92 -
investment it is about the people, process and technology). ;/sf/L lgsfox?af6
k|jflxt x'g] ;]jf ;'ljwf l56f], 5l/tf], ;/n / u'0f:t/o'Qm ?kdf kfpg' gful/sx?sf] clwsf/
xf] / k|hftflGqs Joj:yfsf] dd{ xf] . ljsf;sf] k|ltkmn nlIot ju{ ;Dd k'¥ofpg' / ;/sf/L
;]jf ;'ljwf h;nfO{ ;a}eGbf a9L cfjZos 5 ToxLF k'¥ofpg' ;/sf/sf] g}lts lhDd]jf/L /
j}wflgs bfloTj klg xf] .

;fj{hlgs ;]jfsf pkef]Qmf eg]sf ;j{;fwf/0f hgtf x'g\ . ;fj{hlgs ;]jfsf] u'0f:t/ /
k|efjsfl/tf a9fpg u|fxs ;Dk|e'tf -Customer's sovereignty) sf] cjwf/0ff cg';f/ ;]jf
k|jfx k|lqmofdf ;]jfu|fxL hgtfsf] ;xeflutf x'g' clgjfo{ dflgG5 .

^=@= ;'emfjx?
;fj{hlgs ;]jf k|jfx, sfo{ k|0ffnL tyf sfo{;+:s[ltsf] cWoogsf ;DaGwdf cl3Nnf efux?df
pNn]v ul/Psf ;d:of tyf ltgsf] ljZn]if0fsf] k[i7e"lddf b]xfoadf]lhd ;'emfjx?nfO{
a'Fbfut ?kdf k|:t't ul/Psf] 5 M

^=@=!= ;fj{hlgs ;]jf k|jfx ;DaGwL ;'emfjx?

gLltut :ki6tf / kf/blz{tf M ;fj{hlgs ;]jf k|jfx ;DaGwdf ;/sf/sf] gLltut :ki6tf x'g'
h?/L x'G5 . ;fj{hlgs ;]jfsf lsl;dx?, ;]jf ljt/0f k|0ffnLsf] 9fFrf, ;]jf ljt/0f ;+oGq,
;]jfsf] u'0f:t/sf] ;'lglZrttf, cTofjZos j:t' tyf ;]jfsf] lgwf{/0f, ;/sf/L, cw{;/sf/L,
u}x«;/sf/L tyf lghL If]qsf] e"ldsf, ;]jfu|fxLsf] clwsf/sf] k|Tofe"lt, u'gf;f] ;'g'jfO tyf
;dfwfg h:tf If]qnfO{ ;d]6L PsLs[t gLltsf] th{'df u/L ;fj{hlgs ;]jfnfO{ Ps?ktf,
clje]btf / Jofkstf k|bfg ug{' ;/sf/sf] st{Jo x'g cfpF5 .

- 93 -
;/f]sf/jfnf ju{sf] e"ldsf lgwf{/0f M ;fj{hlgs ;]jf k|jfxnfO{ gful/ssf] g};lu{s clwsf/sf]
?kdf :yflkt ug{, :yfgLo:t/;Dd ;]jf ljt/0f k|0ffnLnfO{ ;+:yfut ug{ tyf ;]jf ljt/0fdf
;/f]sf/jfnf lgsfosf] e"ldsf :ki6 ug{ cTofjZos 5 .

;fj{hlgs ;]jf k|jfxnfO{ l;h{gzLn / kl/jt{gzLn agfpg ;/sf/n] k|bfg ug{] ;]jfx?,
u}/;/sf/L lgsfon] k|bfg ug{] ;]jfx?, ;fd'bflos ;Ë7g, ;d"xsf] ;fem]bf/Ldf k|bfg ug{]
;]jfx? / ;/sf/, lghL sDkgL, ljb]zL nufgLstf{sf] ;fem]bf/Ldf k|bfg ug{] ;]jfx?sf]
e"ldsfsf] af/] :ki6 x'g'k5{ . rfdn, s[lif ;fdu|L, g"g, vfBfGg, l;d]G6, 58, k]6«f]lnod
kbfy{sf] sf/f]jf/df lghL If]q / ahf/sf] ;+nUgtf a9fpg] / ;/sf/sf] cg'udg / lgodg
Ifdtf a9fpg' k5{ . j}slNks ;]jf k|jfxsf] dfWodsf] ?kdf ;xsf/L, ;fd'bflos ;+:yf,
u}/;/sf/L lgsfo tyf ;/sf/L lghL ;fem]bf/LnfO{ cfjZostf cg';f/ pkof]udf Nofpg'
pko'Qm x'G5 .

;]jfsf] ljs]Gb|Ls/0f M lghfdtL ;]jfnfO{ ;dofg's"n cfw'lgs / kl/0ffdd'vL agfpg o;sf]

cfsf/nfO{ 5l/tf] agfpg' cfjZos 5 . o;sf nflu :yfgLo:t/df lgIf]k0f (Devolution)
sf] k|lqmofnfO{ pbf/tfk"j{s sfof{Gjog ub}{ :yfgLo :jfoQ zf;g P]gn] lgwf{/0f u/]sf sfd,
st{Jo / clwsf/ lgjf{x ug{ k'0f{ :jfoQtf lbg], lgodgsf] clwsf/ qmlds?kdf x:tfGt/0f
ug]{ cflb sfo{ ug'{kg]{ b]lvG5 . o;af6 ;/sf/L sfo{af]em sd x'G5 / u'0ffTds ;]jfdf j[l4
x'G5 .

g]tf tyf sd{rf/L b'a}sf] bfloTj M ;fj{hlgs ;]jf k|jfx ;'lglZrt ug]{ ;Dawdf g]tf tyf
sd{rf/L b'j}sf] ;dfg k|ltj4tf / pQ/bfloTj x'g'k5{ . gLltut ljifodf dGqL / sfo{sf/L
ljifodf ;lrjnfO{ lhDd]jf/ agfpg], ;fj{hlgs ;]jf k|jfxsf] ;DaGwdf ;DalGwt sfo{fnosf
sd{rf/LnfO{ g} hjfkmb]xL t'Nofpg] / sfo{qmdsf] xsdf sfo{fGjog ug{] lgsfo lhDd]jf/
x'g'kg{] Joj:yf ug{'k5{ . xfn;Ddsf] kl/kfl6df sd{rf/Ln] dfq bfloTjaf]w ug{'kg]{ s'/f /fd|f]
xf]Og .

- 94 -
;+:yfut k'g;+/rgf M g]kfndf ;fj{hlgs ;]jf ;a}sf] kx'Frdf eGbf klg ;Sg]sf] kx'Frdf
/x]sf] / ;fdflhs Gofo eGbf klg dT:o Gofodf cfwfl/t /x]sf] b]lvG5 . ctM ;fj{hlgs ;]jf
k|0ffnLsf] k|efjsfl/tf a9fO{ ;a}sf] kx'Frdf k'¥ofpg s]Gb| b]lv :yfgLo:t/ ;Dds} ;]jf
k|bfos lgsfosf] k'g;+/{rgf ug{' cfjZos 5 . ;ª\3Lo Joj:yf cg'¿k ljt/0f k|0ffnL sfod
ug{ xfnsf] ljt/0f k|0ffnLsf] k'g;+/rgf ug{'kg{] x'G5 . xfn pknAw / kl5 k|bfg ug{'kg{] ;a}
;]jf k|jfxnfO{ :yfgLo:t/;Dd ;xh / ;/n¿kdf pknAw x'g ;Sg] agfpg k|efjsf/L
ljt/0f k|0ffnLsf] sfof{Gjog 9fFrf tyf sfo{of]hgf tof/ ug{ Ps lj:t[t cWoog x'g' h?/L 5
.

;d–d"NoL ;]jf (Value for money) : j:t' tyf ;]jfsf nflu rflxg] z'Ns ahf/ ;'xfpFbf] /
nfe–nfut ldNbf] x'g'kb{5 . cfˆgf] vr{sf] lx;fa ;]jfdf kl/0ft eO{ To;af6 u|fxsnfO{
;Gtf]if ldn]s]f x'g'k5{ .

Dffgs tyf ;"rsfª\s M j:t' tyf ;]jf k|bfg ubf{ kl/0ffd dfkg ug{ lgDg cf}hf/x? k|of]udf
Nofpg ;lsG5 – !_ ;]jfsf] dfgs (Standard) tof/ ug{], / @_ ;]jfsf] ;"rsfª\s -
Indicator_ tof/ ug{] . ;]jfsf] u'0f:t/ sfod ug{, cg'udg d"NofÍg ug{ tyf k|of]uzfnf
k/LIf0f ;d]t ug{sf nflu j:t' tyf ;]jfsf] dfkb08 lgwf{/0f x'g h?/L x'G5 . o;sf nflu
gd'gfsf] ¿kdf kf/blz{tf, ;xeflutf, pQ/bfloTj, ;]jf k|jfxdf ;/ntf, ;fdflhs ;DkGgtf,
lj:tf/sf] ;DefJotf, ;fem]bf/Lsf] cj:yf / lbuf]kgf h:tf ;"rsx? k|of]u u/L ;fj{hlgs
;]jf ;~rfngsf] cj:yf dfkg ug{ ;lsG5 .

lghL ;DklQsf] ;+/If0f M ;j{;fwf/0f hgtfsf] lghL ;DklQsf] ;+/If0f tyf sf/f]af/sf] ;'/Iff
lbg' ;a}eGbf 7"nf] u|fxs ;]jf xf] . o;nfO{ ;/sf/n] uDeL/tfk"j{s lng'k5{ .

- 95 -
åGå k|efljtsf nflu ljz]if Joj:yf M åGåaf6 k|efljt ;d'bfonfO{ /fxt, k'g:yf{kg,
dgf];fdflhs k/fdz{sf sfo{qmd, ef}lts tyf ;fdflhs ;+/rgfsf] k'glgdf{0f, d]nldnfk tyf
;Tolg?k0fsf sfo{x? ;~rfng ug{ sfo{of]hgf agfO{ ;|f]t;fwgsf] pknAwtf / ;+:yfut
Joj:yf ug{'kg{] x'G5 . ;fy} åGå k|efljtsf /fxtsf nflu /fHon] k|bfg ug{] ;]jf tyf
j:t'x?df k|fyldstf lbg'kb{5 .

gd'gf sfof{nosf] 3f]if0ff M ;]jf k|jfxnfO{ r':t tyf hgd'vL agfpg cfjZos b]lvPsf
;"rgf k|ljlwsf] k|of]u, Jojl:yt clen]v, Psåf/ ;]jf, u'gf;f] ;'g'jfO ;+oGq, sfof{nosf]
pko'Qm ef}lts jftfj/0f, tflnd k|fKt sd{rf/L, k|zf;lgs sfo{ljlw / lgb{]lzsf, sfo{
;Dkfbgdf cfwfl/t k|f]T;fxg k|0ffnL, clwsf/ k|Tofof]hg, ;]jfu|fxL d}qL jftfj/0f nufot
;a} s'/fsf] Joj:yf ePsf] ;/sf/L If]qsf] s'g} sfof{nonfO{ ægd'gf sfof{noÆ sf] ?kdf tf]sL
cGo sfof{nox?nfO{ klg ;f]xL cg';f/sf] k"jf{wf/ tof/ ug{ pTk|]l/t ug{] / x/]s jif{ o:tf
sfof{nox?sf] ;ª\Vof a9fpFb} hfg'k5{ . o;} u/L gd'gf lhNnf 3f]if0ff ug{] / To;sf] cg'ejsf
cfwf/df cGo lhNnfdf klg lj:tf/ ug{'k5{ . o:tf] of]hgfdf agfpFbf ;]jf ;~rfng,
Joj:yfkg, cg'udg, d"NofÍg / k[i7kf]if0fsf] Joj:yf ug{'k5{ .

;]jfu|fxL ;xof]u Ph]G;L M dfnkf]t, e"ld;'wf/, oftfoft Joj:yf, lhNnf k|zf;g, eG;f/,
sDkgL /lhi6«f/, cfGtl/s /fh:j nufotsf sfof{nox?df afx\o ;xof]uLsf] ?kdf sfd ub{]}
cfPsf bnfn jf Ph]G6x?nfO{ lhDd]jf/ / ;]jfd'vL agfpg lgod tyf cfrf/ ;+lxtfsf]
dfWodaf6 lgodg, Joj:yfkg / cg'udgsf] bfo/fdf Nofpg' k5{ . ;fy} oL kIfaf6 x'g;Sg]
e|i6frf/sf] j}slNks ;DefjgfnfO{ lg?T;fxg ug{] tkm{ klg Wofg hfg' k5{ .

;fj{hlgs ljbf s6f}tL M g]kfndf ;fj{hlgs ljbfx? cGo b]zsf] t'ngdf a9L g} ePsfn] ;]jf
k|jfxdf afwf k/]sf] 5 . cgfjZos ljbfx? s6f}tL u/L cfufdL jif{ lbOg] ;fj{hlgs ljbfx?
cl3Nnf] jif{ g} lgwf{/0f ug{'k5{ -cfsl:ds ljbfx? afx]s_ . ;]jfsf] k|s[lt adf]lhd ljbfsf]
lbgdf klg jf laxfg a]n'sf ;d]t pknAw x'g] Joj:yf ldnfpg ;lsG5 .

- 96 -
;dfg sfo{ jif{ M g]kfndf cfly{s jif{, z}lIfs jif{ klg km/s km/s 5g\ . o;n] ubf{ ;]jf
k|jfx k|0ffnLdf ;d]t c;/ k/]sf] 5 . t;y{ cGt/fli6«o:t/df k|rlnt Pp6} ;Djt\nfO{
cflwsfl/s ¿kdf k|of]udf NofpFbf lzIff / ljsf;sf] ultdf tfnd]n ldNg klg ;S5 .

;]jf s]Gb| M ;fj{hlgs ;]jfsf] bIftf, k|efjsfl/tf, ldtJolotf a9fpg tyf ;do ;|f]t /
;fwgsf] nfut 36fpg PsLs[t ?kdf ;]jf lbg] u/L ;]jf s]Gb|| (Service center) :yfkgf
u/L o;nfO{ ;/sf/sf] :yfgLo ;+u7gsf] ?kdf dfGotf lbg' pko'Qm b]lvG5 .

kmf/dsf k5fl8 ljj/0f M ;]jf k|fKt ug{sf nflu eg'{kg{] kmf/dsf k5fl8 ;]jf k|fKt ug{]
sfo{ljlw ;lxt ;]jf k|fKt ug{ rflxg] sfuhft ;DaGwL hfgsf/L pNn]v u/]df u|fxsnfO{
k|df0f h'6fpg ;lhnf] kb{5 .

;"rgf k|ljlwsf] k|of]u M cfw'lgs k|ljlwsf] pkof]usf] sf/0fn] sfof{nosf] sfdsf] af/]df
hfgsf/L lng jf ;]jf k|fKt ug{ sfof{no ;Dd} k'Ug' gkg{] ePsf] 5 . k|ljlwn] sfddf l56f]
5l/tf]] Nofpg] dfq geO{ ;]jf k|jfxdf kf/blz{tf -Transparency_, lglZrttf -Accuracy_
tyf lgikIftf -Impartiality_ sf] k|Tofe"lt ug{ ;xof]u ub{5 . sfddf l56f] 5l/tf]kg Nofpg
6]lnkmf]g, km\ofS;, sDKo'6/, OG6/g]6, Od]n, Pl6Pd, O{–;]jfx?, Pd–;]jfx? -h:t} P;PdP;
a}lsª tyf l6s]l6ª_ cflbsf] k|of]unfO{ Jofkstf lbg' cfjZos 5 . To:t} ;fj{hlgs ;]jf;Fu
;DalGwt ;"rgf k|jfx ug{ k|To]s sfof{nosf] j]ak]h lgdf{0f ug]{ / gful/s j8fkq,
sfo{;~rfng sfo{ljlw, kmf/fd tyf k|sfzgx? / cGo ;"rgfx? ;f] k]hdf /fVg] Joj:yf ug{
cfjZos b]lvG5 .

;x'lnotk"0f{ z'Ns tyf dx;'n M nf]ssNof0fsf/L /fHosf] cjwf/0ff cg';f/ ul/a, c;xfo,
c;dy{ tyf ljz]if cfjZostfdf /x]sf hgtfsf] cfwf/e"t cfjZostf k"/f ug{ ;f] ju{sf

- 97 -
nflu lhNnf:t/df g} lgz'Ns sfg'gL tyf k/fdz{ ;]jf pknAw u/fpg] ;+:yfut Joj:yf
ug{'kg{] b]lvG5 .

pkef]Qmfjfb M cfw'lgs o'udf pkef]Qmfjfb (Consumerism) sf] r]tgfn] ubf{ u|fxsx? ;]jf
lng lgs} ;lqmo ePsf 5g\ . slxn]sfxLF ;]jfu|fxLsf] :t/ / cfjZostfcg';f/ klg ;]jfsf]
u'0f:t/ tf]Sg' kg{] x'G5 (Quality is confirmance to consumer's requirement), h:t} M
vfB ;+:yfgn] lat/0f ug{] ljleGg:t/sf rfdnx?, pBf]u k|lti7fg / 3/fo;L k|of]hgsf] nflu
km/s km/s laB't dx;'n, xf]6n / 3/fo;L k|of]hgsf] nflu b'O{ b/sf] UoFf;, d"Nosf] cfwf/df
ljleGg u'0f:t/sf] k]6«f]n cflb . ;fj{hlgs ;+:yfgx?n] cfkm"n] ug{] pTkfbg tyf k|jfx ug{]
;]jfsf] k|efjsf/L ?kdf ahf/Ls/0f ug{] u/L :jtM d"No ;dfof]hg x'g] gLltut Joj:yf x'g'
kb{5 .

lhNnfGt/ ;]jf M Ps lhNnfsf afl;Gbfn]] kfos kg{] l5d]sL lhNnfaf6 lzIff, :jf:Yosf If]qdf
h;/L ;]jf k|fKt ug{ ;S5g\ To;/L g} cGo ;]jfx? h:t} gful/stf, /fxbfgL, ckfËtf kl/ro
kq, ;+:yf btf{ cflb kfos kg{] csf{] lhNnfaf6 ;d]t lng;Sg] Joj:yf ldnfpg' pko'St x'G5
.
b|'t sfo{ ;d"x -Rapid action team_ M g]kfn e"sDk, af9L, klx/f] nufot cGo k|fs[lts
k|sf]ksf] ;DefJotf If]qdf k/]sf] x'Fbf cfkTsfnLg ;]jf k|jfxsf nflu ;j{;fwf/0f, ;/sf/L
tyf Joj;flos If]q ;d]t clgjfo{ ?kdf ;d]6g] u/L b|'t sfo{ ;d"xsf] k|aGw ug{'kb{5 .

;]jfu|fxL ;Gt'li6 ;j]{If0f M cfˆgf u|fxsnfO{ ;Gt'i6 kfg{ ;lsPs]f 5 5}g To;af/] k|To]s ;]jf
k|bfos lgsfon] lgoldt¿kdf ;j]{If0f ug'{ cTofjZos 5 . o;sf nflu u|fxs;Fu k|ToIf
;jfn hjfkm u/]/, kmf/d eg{ nufP/, P;=Pd=P;= dfkm{t, k|ltlglw jf bf}8fxf 6f]nL jf lzlj/
v8f u/]/ 3'DtL 6f]NfL k7fP/, ;dsIfL ;+:yf jf cGo ;]jf k|bfos;Fu s'/f a'em]/, ;~rf/
If]qdf cfPsf k|ltlqmof x]/]/, gofF k|ljlwsf] k|of]u u/]/ ;Gt'li6 ;j{]If0f ug{ ;lsG5 .

- 98 -
3'DtL ;]jf M ;do ;dodf g]kfnsf b'u{d e]udf ;~rfng x'g] 3'DtL ;]jf (Mobile service)
af6 lk5l8Psf kx'Fr gePsf tyf lgDg:t/sf hgtfnfO{ k|ToIf /fxt tyf ;]jf k'u]sf]
b]lvPsf] lhNnf k|zf;g sfof{non] jflif{s sfo{qmd cGtu{t /xg]u/L o:tf ;]jf lgoldt ?kdf
;+rfng ug{'k5{ .

;]jf k|jfx ;DaGwdf lj:t[t cWoog M k|zf;g ;'wf/ tyf vr{ k'g/fjnf]sg ;DaGwL
k|ltj]bgx?n] ldtJolotf Pj++ cfly{s cg'zf;g / ;+:yfut ;'b[9Ls/0fdf hf]8 lbPsf 5g\ .
hgtf;Fu ;f]em} ;Dks{ u/L ;]jf ljt/0f ug]{ jf/] xfn;Dd lj:t[t tyf PsLs[t cWoog ePsf]
b]lv+b}g . ctM o; ;DaGwdf Ps pRr:t/Lo cfof]u u7g u/L cWoog ug{' cTofjZos
b]lvG5 .

ljt/0f k|0ffnLsf] gS;fÍg -Service delivery mapping_ M ;fj{hlgs ;]jfsf] ljt/0f k|0ffnL
eGgfn] j:t' jf ;]jf pknAw u/fpg] ;/sf/L, cw{;/sf/L jf u}/;/sf/L ;+oGq a'lemG5 .
o:tf] ljt/0f k|0ffnLsf] Joj:yf s]Gb|b]lv lhNnf;Dd ePsf] kfOG5 . o:tf] ljt/0f k|0ffnLsf]
:ki6 gS;fÍg x'g' clt cfjZos 5 . o;af6 ;j{;fwf/0fnfO{ pknAw x'g] j:t' tyf ;]jf lng
sxfF hfg] eGg] s'/f :ki6 x'G5 . ;fy} ljBdfg ljt/0f k|0ffnLsf] k|efjsfl/tfsf] cWoog ug{
klg o:tf] k|0ffnLsf] gS;fÍg cfjZos kb{5 .

gful/s a8fkq / o;sf] k|efjsf/L sfo{Gjog M a8fkqdf sfof{non] k|bfg ug{] ;]jf, ;]jf
k|bfg ug{ cfjZos ;do, ;]jf k'¥ofpg nfUg] cjlw, nfUg] b:t'/, k'¥ofpg' kg{] k|lqmof tyf
cfjZos sfuhft / lhDd]jf/ sd{rf/Lsf] gfd, kb, sf]7f g+= pNn]v ul/Psf] x'G5 . u'0f:t/Lo
;]jf k|bfg ug{ k|lta4tf JoQm ug{] / k|Tofe"lt ul/Psf] ;]jfsf] Go"gtd:t/ pknAw x'g
g;s]sf] cj:yfdf ;]jfu|fxLnfO{ Ifltk"lt{ lbg] Joj:yf ;d]t Jojxf/df cfpg' kb{5 .
;fj{hlgs ;]jfsf] ;~rfngdf gLltut k|ltj4tf / sfof{Gjog 9[9tfsf aLrdf 7"nf] cGt/
/x]sf] b]lvG5 . ;/sf/L ;]jfx?sf] ;ª\s'rg / lghL If]qsf] lj:tf/ aLr ;dGjo ljGb' lglZrt

- 99 -
gePsf] cj:yfdf gful/s a8fkq g} pkef]Qmf tyf u|fxsx?sf nflu cf;fsf] s]Gb| ag]sf]
kfOG5 . To;}n] o;sf] sfof{Gjogdf lgoldt cg'udg ug{'kg{] b]lvG5 .

clkm; n]cfp6 M sfof{nosf] sfof{no ljGof; (Office layout) ;]jf cf/Deb]lv cGTo;Dd
qmdz ldNg] u/L agfpg] tf ls Pp6} ;]jfu|fxLn]] x/]s sfdsf nflu Pp6} sf]7fdf k6s k6s
rxfg{'kg{] l:ylt gcfcf];\ . o;}u/L Pp6f dxfzfvf cGtu{t kg{] zfvfx? dxfzfvf;Fu nx/}
/fVg'kg{] / zfvf cGtu{t /xg] kmfF6 tyf PsfO{x? ToxL cg';f/ glhsdf /fVg' k5{ .
:yflgo:t/df ;]jf k|jfxdf ;+nUg sltko sfof{nox? 5l/P/ jf ckfos :yfgdf /xFbf
;]jfu|fxLx?nfO{ cToGt c;'ljwf k/]sf] b]lvG5 . lah'nL, vfg]kfgL, 6]lnkmf]g dx;'n ltg{]
sfof{nosf sfpG6/x? Ps} 7fpFdf eOlbP ;do / >dsf] art x'g] b]lvG5 . ckfª\utf ePsf
JolQmsf nflu sfof{non] k|bfg ug{] ;]jfdf ;xh kxF'r x'g] u/L clkm; n]cfp6 ldnfpg' k5{ -
-x]g'{xf];\ cg';"rL Þ Þ Þ dfnkf]t sfof{nsf] sfo{ ljGof;_ .

af6f] b]vfpg] M Pp6} zfvf jf sfof{nodf ljleGg kmfF6x? x'g ;S5g\ . sfdsf lx;fan] o:tf
PsfO{x? afFl8Psf x'G5g\ . Ps kmFf6sf] sfd ;s]kl5 csf]{ kmfF6df u|fxsnfO{ k7fpg af6f]
b]vfpg] -P/f]_ af]8{ 6fFluPsf] x'g'k5{ jf olt gDa/sf] sf]7fdf hfg] eg]/ sfuhsf] lr6 lbg'
/fd|f] x'G5 .
ljz]if of]hgf M b'u{d If]qdf /x]sf hgtfsf nflu ;/sf/n] ljz]if lsl;dsf] …;"rgf of]hgfÚ g}
agfpg' k5{ . lhNnf:t/ tyf ;]jfs]Gb|sf sfof{nox?n] ug]{ sfdsf nflu s:tf k|df0f tyf
slt z'Ns / b:t'/ rflxG5 ;f]sf] hfgsf/Lsf] lnlvt krf{ k|To]s uf=lj=;= tyf j8faf6 x'g]
rfFhf]kfFhf] ldnfpg' k5{ .
cg'udg, d"NofÍg tyf k[i7kf]if0f M gful/snfO{ k|bfg ul/g] j:t' tyf ;]jfsf] u'0f:t/af/] a]nf
a]nfdf kqklqsf tyf ;dfrf/df cfpg] u/]sf k|ltlqmofnfO{ ;d]t Wofgdf /flv cg'udg tyf
d"NofÍg ug{'k5{ . sd{rf/Lx?sf] sfo{ ;Dkfbg d"NofÍgdf ;]jfu|fxLx?sf] d"NofÍg klg clgjfo{
?kdf ;dfj]z ug{] / o;sf nflu u|fxs ;Gt'li6 ;j{]If0f kmf/fd, gful/s d"NofÍg kmf/fd -
Citizen report card) cflbsf] k|of]u ug{ ;lsG5 . ;/sf/L ;]jf k|bfos lgsfox?sf] sfd
- 100 -
sf/afxLsf] cg'udg / d"NofÍg ug{ lhNnfdf k|d'v lhNnf clwsf/L, If]qdf If]qLo k|zf;s /
s]Gb|df cfk"lt{ jf u[x;lrjsf] ;+of]hsTjdf ljleGg ;/f]sf/jfnfx? ;+nUg /x]sf] Ps
ls|ofzLn cg'udg tyf d"Nof+sg +;ldltsf] ;+:yfut Joj:yf ug{ cfjZos b]lvG5 . ;]jf
k|jfxdf u'0ffTds a[l4sf] nflu lgoldt ?kdf d"NofÍg ug{] kl/kf6L a;fNg' cfjZos b]lvG5 .

;]jf k|jfxnfO{ k[i7kf]if0fsf] dfWodaf6 ;'b[9 ug{ ;"rgfdf kx'F+r (Public Outreach), x:tfIf/
;Íng cleofg, cfd;ef, ljB'tLo ;/sf/ (e-governance), pkef]Qmf cbfntsf] Joj:yf,
u|fxs cfjfh (Public voice) sf] sb/ x'g] lsl;dn] ;/sf/L ;+oGq lgb{]lzt x'g' cfjZos 5
.

^=@=@= sfo{ k|0ffnL ;DaGwL ;'emfjx?

cg'bfg k|0ffnLsf] k'g/fjnf]sgM b'u{d tyf cfly{s ;fdflhs ?kdf lk5l8Psf If]qdf a:g]
hgtfnfO{ /fHosf] ;dfg ;+/If0f k|bfg ug{ ljt/0ffTds tyf k'glj{t/0ffTds b'j} gLltsf]
k'g/fjnf]sg x'g cTofjZos 5 . ul/a tyf pTkLl8t ;d"xsf] klxrfg, ;x'lnot -/f;g_
sf8{sf] Joj:yf, cfwf/e"t vfBfGg tyf j:t'sf] ;j{;'ne pknAwtf tyf ljt/0fdf
;'lglZrttf x'g] u/L cg'bfg k|0ffnLsf] k'g/fjnf]sg x'g' ckl/xfo{ 5 .

sfuh/lxt ;/sf/ M kf/blz{tf, ;xeflutf, pQ/bfloTj, ;]jf k|jfxdf ;/ntf, ;fdflhs

;DkGgtf, lj:tf/sf] ;DefJotf, ;fem]bf/Lsf] cj:yf / lbuf]kgf h:tf ;"rsx? k|of]u u/L
;fj{hlgs ;]jfsf] cj:yf dfkg ug{ ;lsG5 . cGttf]uTjf sfuh/lxt ;/sf/sf] lgdf{0f /
;~rfng ug]{ p2]Zo ;/sf/sf] x'g'k5{ .

lghLs/0f M ;~rf/, oftfoft, ko{6g, lgdf{0f h:tf If]qdf ;fj{hlgs ;]jfsf] ;~rfng lghL
sDkGfLdfkm{t ug{ ;lsG5 . o;/L ;]jfsf] lghLs/0f ubf{ lghL If]qsf] Ifdtf tyf bIftfsf]
k|of]u x'g'sf] ;fy} ;fwg ;|f]tsf] sdLnfO{ ;d]t Go"g ug{ ;lsG5 . lghL z}nLsf Ph]G;LnfO{
klg ;/sf/n] cfkm\gf] sfo{ef/ ;'Dkg (Franchising) ;S5, h:tf] ls s'l/o/ tyf 8fFs ;]jf,
- 101 -
;Lk ljsf; / eflifs tflnd s]Gb|x?, 3/]n' pBf]ux? . ;fd'bflos lzIff, ;fd'bflos :jf:Yo
tyf ;fd'bflos k|x/L ;]jf h:tf sfdx? ;/sf/n] ;d'bfo;Fu ldn]/ ug{ ;Sg] x'G5 .

bf]xf]/f] sfo{If]q M Ps lgsfon] csf{] lgsfonfO{ lhDd]jf/L kG5fpg] k|ljlQaf6 d'Qm x'g Ps}
k|s[ltsf] sfo{ ug{] tyf bf]xf]/f] sfo{If]q ePsf lgsfox?nfO{ ufeL Plss[t ug{' pko'Qm x'G5
h:t} laB't ljsf; ljefu, hn tyf zlQm cfof]u, j}slNks ph{f k|j4{g s]Gb|, g]kfn ljB't
k|flws/0fsf aLr sltko sfo{ bf]xf]/f] k/]sf] kfOG5 . To:t} 3/]n' tyf ;fgf pBf]u ljefu,
pBf]u ljefu, 3/]n' tyf ;fgf pBf]u ljsf; ;ldltsf aLr tyf ;8s ljefu, s[lif ;8s
tyf u|fdL0f k"jf{wf/ ljsf; ljefu cflbaLr klg sfddf bf]xf]/f]kg e]l6G5 .

sfo{ljlw / l6Kk0fL M l6Kk0fLsf] k|of]u 36fpg'k5{ . lg0f{o k|lqmof ;/n, kf/bzL{, :ki6 Pj+
l56f] 5l/tf] agfpg' k5{ . sfo{ljlw ;/n, af]wuDo, ts{;ª\ut, kf/bzL{ / ;Ë7gsf] p2]Zo;Fu
k|ToIf¿kdf d]n vfg] x'g'k5{ . sfo{ljlw ;]jfu|fxL d}qL x'g'k5{ .

clen]v M sfof{no Joj:yfkgsf] Pp6f dxTjk"0f{ kf6f] clen]v Joj:yfkg xf] . dxTjk"0f{
lg0f{ox?nfO{ ;d]t kf]sf] kf/]/ /fVg] kf]s] ;+:s[lt df kl/jt{g NofO{ clen]v Joj:yfkgsf]
nflu cfw'lgs ;"rgf k|ljlwsf] pkof]u x'g'k5{ .

Psåf/ ;]jf M ;]jf k|jfxdf ;+nUg sfof{nox?df u|fxsn] Ps sd{rf/L eGbf a9L;Fu ;Dks{
/fVg gkg{] u/L oyfzSo Pp6} :yfgaf6 sfo{ ;Dkfbg x'g] -One window system_ jf Pp6}
sd{rf/Ln] ;a} sfd ul/lbg] -Desk officer system_ Joj:yf nfu" ug{' k5{ . ;j{;fwf/0f
hgtf;+u b}lgs ;Dks{df cfpg] sfof{nox?df klxn] cfpg]sf] klxn] sfd x'g kfpg] -First
come first serve_ u/L 6f]sg k|0ffnL nfu" ug{'kb{5 . cGo ljj/0f k|fKt ug{'kg{] jf yk s]xL
s'/f a'em\g' kg{] ePdf s'g ldlt;Dddf ;f] k|lqmof k"/f x'g] eO{ clGtd ;]jf lbg ;lsG5,
6f]sgdf n]lvlbg'k5{ .

- 102 -
tflnd M k|mG6 nfOg 8]:sdf v6fOPsf sd{rf/Lx?nfO{ sfd ;'? ug{' eGbf cufl8 g} pgLx?n]
ug{'kg{] sfd, st{Jo, clwsf/ ;lxtsf] sfo{ ljj/0f, ;]jfu|fxL;Fu ug{'kg{] Jojxf/, cfrf/
;+lxtf, ;sf/fTds ;f]Fr / ;fd"lxs efjgf -Team spirit_ cflb af/] tflnd lbg' k5{ .

sfo{ljj/0f M sd{rf/Lsf] sfo{ljj/0f :ki6¿kdf lgwf{/0f u/L lglZrt kl/0ffd b]vfpg]

;"rssf] cfwf/df sd{rf/Ln] u/]sf] sfdsf] cg'udg tyf d"Nofª\sg ug{] / To;sf] cfwf/df
j[lQ ljsf; ug{] kl/kf6Lsf] s8fOsf ;fy kfngf ug{' h?/L 5 .

ax';Lk sd{rf/LM lghfdtL ;]jfdf !) j6f ;]jf / ljleGg ;ª\Vofdf ;d"x tyf pk;d"xx?
/x]sf 5g\ . cToGt Go"g sfo{af]em ePsf sltko sfof{nodf klg k|zf;gsf nflu 5'§} /
n]vfsf nflu 5'§} sd{rf/L /x]sf 5g\ ha ls sfdsf lx;fan] To:tf sfo{fnodf n]vf tyf
k|zf;g tkm{sf b'j}y/L sfd Pp6} sd{rf/Ln] ug{;Sg] ax';Lk -Multi-skilling_ of]Uotf ePsf
sd{rf/LnfO{ yk ;'ljwf lbP/ nufpg ;lsG5 . To:t} sfof{nosf] sfo{af]em x]/L Pp6}
sd{rf/LNffO{ glhssf Ps eGbf a9L sfof{nox?df sfd ug{ nufpg klg ;lsG5 .

:yfgLo lgjf{rg tyf uflj; ;lrjsf] :t/j[l4 M :yfgLo:t/df k|d'v ;]jf k|bfos lgsfosf]
?kdf /x]sf :yfgLo lgsfox?nfO{ lgjf{rgsf] dfWodaf6 k"0f{tf lbg l56f]eGbf l56f]] r'gfj
;DkGg ug{'k5{ . :yfgLo :jfoQ zf;g P]gn] kl/sNkgf u/]sf] sfd, st{Jo / clwsf/sf]
lgaf{w ?kdf k|of]u ug{ ;Sg] t'Nofpg ;a} uflj;x?df xfn sfod /x]sf] ;lrjsf] b/aGbL
:t/f]Gglt ug{'k5{ .

k|zf;lgs ljefhgsf] k"g/fjnf]sg M g]kfnsf] d]f}h'bf ;]jf ljt/0fsf] cfwf/ @)!( ;fndf
ePsf] k|zf;lgs ljefhg g} xf] . To; j]nfsf] k"jf{wf/ ljsf;sf] cj:yf / xfnsf] cj:yfdf
7"nf] leGgtf cfO;s]sf] 5 . To;}n] pQm ljefhgnfO{ ;d;fdlos agfpg lj:t[t cWoog u/L
gofF tyf ;'xfpFbf] lsl;dn] k|zf;lgs ljefhg ug{' cfjZos b]lvPsf] 5 .

- 103 -
clwsf/ k|Tofof]hg M sltko ;fdfGo sfo{sf lgldQ s]Gb|;Dd wfpg' kg{] jfWotfn] ubf{
gful/ssf] ;do, ;|f]t tyf >dsf] cgfjZos vr{ x'g] u/]sf] b]lvG5 . /fxbfgL lng / k]G;g
k§f agfpg jf ljZjljBfnoaf6 z}lIfs of]Uotfsf] 6«fG;lqmK6 lng jf lghfdtL / ;}lgs
c:ktfnsf] sf8{ agfpg, ;Gro sf]if / gful/s nufgL sf]if ;fk6L lng jf ljdf /sd
e'QmfgL lng /fhwfgL cfpg'kg{] afWotfnfO{ cGTo u/L clwsf/ k|Tofof]hgåf/f o:tf lgoldt
;]jfnfO{ If]q jf lhNnftx;Dd k'¥ofpg' kg]{ x'G5 .

u'0ffTds ;]jf M ;]jf tyf j:t'sf] u'0f:t/;Fu ;DalGwt cjwf/0ff h:t} g]kfn u'0f:t/ k|df0f
lrGx tyf ;Dk"0f{ u'0f Joj:yfkg -Total quality management_] kof{Kt dxTj / rrf{ kfpg
;s]sf] 5}g . j:t' tyf ;]jfsf] u'0f:t/ dfkg ug{ cfjZos k|ljlw, ef}lts tyf ;fË7lgs
;+/rgf klg sdhf]/ b]lvPsf] 5 .

;]jf k|jfx ;DaGwL sfo{ljlw M x/]s sfof{nox? leGg leGg p2]Zoaf6 :yfkgf ePsf] x'Fbf
o:tf] p2]Zo xfl;n ug{ cfkm\gf] lgsfosf] sfo{ k|s[lt cg';f/ 5'§f 5'§} sfo{ljlw agfpg'
cfjZos 5 . h:t} lhNnf k|zf;g sfof{non] k|bfg ug{] ;]jf tyf j:t'x? -gful/stfsf]
k|df0fkq, /fxbfgL, d'2f dfldnf cflb_, dfnkf]t sfof{non] k|bfg ug{] ;]jf tyf j:t'x? -hUuf
/lhi6«];g, /f]Ssf cflb_ sf] nflu 5'§} k|sf/sf] sfo{ljlw agfO ;fj{hlgs kx'Frdf /flvg' k5{ .

u'gf;f] Joj:yfkg M ;/sf/L sfof{nox?sf aflx/ e'08fOPsf u'gf;f] tyf ph'/L k]l6sf
a;f{]};Dd gvf]lnPsf klg e]l6G5g\ . sDtLdf klg xKtfsf] PskN6 gful/s ;dfhsf] cufl8
ph'/L k]l6sf vf]Ng'k5{ / u'gf;f] ;'g'jfO x'G5 eGg] s'/fdf sd{rf/L tyf ;]jfu|fxL b'j}df
ljZjf; k}bf ug{'k5{ . ;fy} k|ToIf u'gf;f] ;'Gg gf]8n clws[t, rf}aL;} 3G6f ph'/ ug{ ;lsg]
EjfO; /]s8{/, rf}aL;} 306f v'Ng] lgoGq0f sIf, P;PdP;, g]6jls{ª cgnfO{g h:tf u'gf;f]
JoSt ug]{ dfWodsf] Joj:yf x/]s ;]jf k|jfx ug{] PsfO{x?df ug{'k5{ . ;fy} k|To]s sfof{nodf
sn ;]G6/ sf] Joj:yf ug{'k5{ . u'gf;f] Joj:yfkg ug{ blIf0fL clk|msL ;/sf/n] k|of]udf
NofPsf s]xL dxTjk"0f{ a'Fbfx? xfd|f] ;Gbe{df klg pko'Qm x'g] b]lvG5g\ M
- 104 -
kx'Fr – ph'/L ug]{ JolQmnfO{ ;lhn} sfof{no tyf xflsd ;dIf k'Ug] kx'Fr x'g'kb{5 .
sfo{df zL3|tf – elgG5 l9nf] Gofo lbg' e]gs]f Gofo glbg' a/fa/ xf] . u|fxsx? ;s];Dd
rfF8f] cfˆgf] u'gf;f] ;'lgof];\ / Jojl:yt xf];\ eGg] rfxG5g\ .
:jR5tf – Pp6f ;fdfGo ljZjf; s] xf] eg] JolQmn] cfkm"nfO{ dsf{ gk/L ph'/L ub}{g . o;sf]
;'gjfO{df :jR5tf ePgeg] /fHok|lt gful/ssf] ljZjf; 36\5 .
uf]kgLotf – sltko cj:yfdf Pp6fn] u/]sf] ph'/L csf]{n] yfxf eof] eg] ph'/ ug]{s]f
hLjgnfO{ g} vt/f k'Ug ;S5 .
k|efjsfl/tf – Joj:yfkgkIfaf6 ;'g'jfO ePkl5 To; sf/afxL nfu" ePs} x'g'k5{ .
k|lzIf0f – u'gf;f] x]g]{ sd{rf/LnfO{ ljz]if vfns]f k|lzIf0f lbOg'k5{ . ;]jf k|bfg ubf{ 8an
:6\ofG88{ x'g'x'Gg . dgk/]sf u|fxssf nflu cnUu} …k[i7åf/ ;]jf -Backdoor service_ sf]
k|fjwfg x'g'x'Gg .

c;n cEof;sf] k|of]u -Best practices replication_M lghfdtL lstfavfgf, cy{ dGqfnodf
;~rflnt pkef]Qmf ;Gt'li6 ;e]{If0f -cg';"rLdf ;+nUg_ / sfo{ ;Dkfbgdf cfwfl/t k|f]T;fxg
k|0ffnL, s]xL dfnkf]t sfof{nox?df ;~rflnt 6f]sg k|0ffnL, eQmk'/, sf:sL nufotsf
dfnkf]t sfof{nox?df x'g] sDKo'6/Ls[t ;]jf, dxfn]vf lgoGqssf] sfof{non] k|of]udf NofPsf]]
PsLs[t ;km\6j]o/ h:tf cEof;x? Psbd} ;kmn b]lvPsf x'gfn] cGo sfof{nox?df klg
k|of]u u/L x]g{'kb{5 .

;/sf/L– lghL ;fem]bf/L M ;/sf/LeGbf lghL If]q ;Ifd b]lvPsf If]qx? h:t}M a}lsË / ljQLo
If]q / xjfO{ oftfoft, u}/;/sf/L lgsfo, ;fd'bflos ;+:yf cflbn] ;fdflhs zlQm cfh{g u/L
;/sf/L lghL ;fem]bf/Lsf] wf/0ffnfO{ k|an agfPsf 5g\ . o;sf] pkof]u ;/sf/L– lghL
;fem]bf/L wf/0ff cg';f/ ug{' kb{5 .

- 105 -
yk bfd, zL3| sfd -Speed money_ M ;fdfGotM ;]jf k|bfos ;+:yfn] hgtfsf] sfd ubf{
cltl/Qm z'Ns lng' x'Gg . t/ h;nfO{ l56f] ;]jf rflxPsf] 5 p;n] cltl/St z'Ns lt/]/
;]jf lng kfpg' k5{ . h:t} rfF8f] /fxbfgL rflxPsf] cj:yfdf s'g} klg gful/sn] 8an b:t'/
lt/L /fxbfgL lng ;S5 eg] nf]s ;]jf cfof]udf 8an b:t'/ lt/]/ Ps xKtf klg cfj]bg
kmf/fd a'emfpg ;lsG5 . To:t} Joj:yf cGoq klg ug{ ;lsG5 .

k|f]T;fxg k|0ffnL M ljleGg b]zdf ;kmntfk"j{s nfu" ul/Psf] / lghfdtL lstfavfgf, cy{
dGqfno cGtu{tsf cfGtl/s /fh:j ljefu, eG;f/ sfof{no, nf]s ;]jf cfof]u cflbdf
k|of]udf NofOPsf sfo{ ;Dkfbgdf cfwfl/t k|f]T;fxg k|0ffnL -Performance based
incentive system_ nfO{ ;]jf k|jfxdf ;+nUg cGo lgsfox?df ;d]t nfu" ug{' pko'Qm
x'G5 .

^=@=#= sfo{;+:s[lt;+u ;DalGwt ;'emfjx?

;]jfu|fxLk|ltsf] Jojxf/ M sd{rf/Ln] k|bz{g ug]{ l/;fxfkg, csf{sf] s'/fnfO{ uDeL/tfk"j{s
glng] k|j[lQ cflbdf ;sf/fTds kl/jt{g Nofpg ;do ;dodf k|lzIf0f lbg'k5{ . u|fxsnfO{
:jfut ubf{ d':sfgsf ;fy gd:t] ug]{, s]xL d2t ug{ ;S5' ls eGg], ;"rgfsf] l:nk lbg],
sndsf] ;'ljwf pknAw u/fpg], dfofsf] lrgf] s]xL ;fdfu|L lbg], kmf]gaf6} o:tf] o:tf] ;'ljwf
lbG5f}+F eg]/ ;]jf k|fKt ug{ ;xhtf ePsf] cge"lt lbnfpg' k5{ .

;Ë7gdf sd{rf/Lsf] Jojxf/nfO{ k|efj kfg{] d'Vo cGtj{:t' dWo] sfo{;+:s[lt klg Ps ePsf]
x'Fbf c;n sfo{;+:s[ltsf] lgdf{0fdf hf]8 lbO{ ;]jf k|jfxnfO{ sd{rf/L / ;Ë7gsf] cfbz{sf]
?kdf :jLsf/ ug{'k5{ . sd{rf/Lsf] cfrf/ ;+lxtfdf ;]jfu|fxLk|ltsf] Jojxf/ / ;]jfsf]
u'0f:t/k|ltsf] k|lta4tfnfO{ klg ;d]6\g' k5{ .

- 106 -
;f+:s[lts ;+j]bgzLntf M ljljw hghfltsf] b]z g]kfndf ;/sf/n] ;]]jf k|jfx ubf{ ;f+:s[lts
;+j]bglzntfnfO{ Vofn ug{'k5{ . h:t} cfo{3f6df ljB't zjbfx u[x ;~rfngdf NofPklt u}/
lxGb" gful/ssf nflu ;f] ;]jf :jLsfo{ gx'g klg ;S5 .

k|d'vsf] dfgl;stf M s'g} sfof{no k|d'v cfkm\gf] kb:yfkgk|lt ;Gt'i6 5}geg] ;Ë7gsf]
:yflkt sfo{;+:s[lt p;sf] gsf/fTds wf/0ffsf] l;sf/ aGb5 / ;Dk"0f{ ;Ë7g g} lgliqmo aGg
;S5 . Ps t o:tf] cj:yf cfpg lbg'x'Gg, olb cfpF5 eg] To:tf] sd{rf/Lsf nflu t'?Gt}
j}slNks Joj:yf ug'{k5{ . o:tf] l:yltdf slxn]sfxLF sfod d'sfod JolSt a9L sfo]f{Tk|]l/t
klg x'g ;S5 .

sfo{sIfsf] ;/;kmfO M cfkm\gf] sfo{sIfsf] ;kmfO s'lrsf/n] u/] klg ljz]if u/L 6]a'n tyf
b/fhsf] ;/;kmfO Tolt hl6n / gEofOg] vfnsf] sfd gePsfn] h:sf] lhDdfsf sfof{no
;fdfu|Lx? x'g p;}n] g} ;kmf /fVg] xf] eg] sfo{fno ;xof]uLsf] b/aGbLdf s6f}tL ug{ ;lsG5 .
k|To]s sd{rf/LnfO{ tnasf] kfFr k|ltzt ;/;kmfO eQf eg]/ lbg' pko'Qm x'G5 . Pp6f
sfof{no ;xof]uLsf] lgo'lQmb]lv lgj[lQe/0f;Ddsf] vr{sf] lx;fa ubf{ of] Joj:yf lgs} ;:tf]
kb{5 . o;n] Psflt/ sd{rf/Lsf] cfTdlge{/tfsf] ;+:s[lt a;fN5 eg] sfof{no ;xof]uL
gcfPsf sf/0faf6 ug{ g;lsPsf s}of}F sfdx? :jtM aGg;Sg] agfpF5 .

sd{rf/L k|zf;g / sfo]{fTk|]/0ff M ;?jf jf kb:yfkg ubf{ 7Ls dfG5] 7Ls 7fpFdf eGbf klg
xfd|f] dfG5] /fd|f] 7fpFdf h:tf] ePsf] b]lvG5 . sd{rf/Lsf] ;?jf, a9'jf, kb:yfkg, j[lQljsf;
h:tf s'/fx? pTk|]/0ffsf tTj x'g\ . oL ljifodf sd{rf/L c;Gt'i6 x'gf;fy ;ª\u7gfTds
sfo{;+:s[lt / ;]jf k|jfx lglis|o jf lgik|efjL aGb5 . ctM ;]jfu|fxLn] ?rfPsf sfo{fno
k|d'v, of]hgf k|d'v jf n]vf k|d'vnfO{ yk cjlw klg /fVg ;Sg] Joj:yf x'g'k5{ .

k'/:sf/ tyf clegGbg M ;fj{hlgs ;]jfsf] cu| kª\lQm -Front desk_ df /xL sfd ug{]
sd{rf/Lx?sf] 5'§} cfrf/ ;+lxtf agfpg], lghfdtL ;]jf k'/:sf/sf] 3f]if0ff ubf{ k|fKt u/]sf
JolQmx?sf] of]ubfgnfO{ ;d]t ;fj{hlgs hfgsf/Ldf Nofpg] / gful/s txdf ;d]t pTs[i6
- 107 -
;]jf k|bfos sd{rf/Lsf] clegGbg, ;Ddfg ug{] k|rngnfO{ k|f]T;fxg lbg] Joj:yf ug{'k5{ .
g/fd|f] sfd ug]{ Pp6} dfq sd{rf/L k'/:s[t eof]eg] /fd|f] sfd ug]{ ;of}F sd{rf/Lsf] dgf]an
v:sG5 eGg] s'/fdf ;r]t x'g' cfjZos 5 .

xflb{stf k|s6 M u|fxsnfO{ :jfut ug]{ / labfO ug]{ sfo{ cfkm}+df cToGt} ;+j]bgzLn kIf xf] .
o;df yf]/} dfq klg nfk/afxL eof] eg] ;+:yfsf] k|efjnfO{ g} gs/fTds c;/ kb{5 . gd:t],
gd:sf/, x]nf], xh'/, wGojfb, d}n] ;]jf ug'{kg]{ s]xL 5 ls Û s[kof o;f] ug'{xf];\, a:g';\,
Ps}l5g, sfd x'Fb}5, km]l/ cfpg'; n, h:tf cfb/fyL{ zAbsf] k|of]u ug'{ /fd|f] x'G5 .

^=@=$= ljljw
a}7ssf] cf}lrTo M sfof{no k|d'vx?sf] w]/}h;f] ;do a}7s a:gd} laTb5 . o;} lgxF'n] l8:6a{
gugf{];\ / Jo:t eGg] egfO af]s]/ 9f]sfdf kLP jf sfof{no ;xof]uL a;]sf x'G5g\ . a}7ssf]
cf}lrTo, pkfb]otf tyf k|efjsfl/tfsf] n]vfhf]vf ug{] / a}7ssf] gfddf Jo:ttfsf] km];g
cjnDag ug{ gkfpg] jftfj/0f l;h{gf ug'{k5{ .

6««]8 o'lgog M o'lgog -Unionism_ cyjf 6««]8 o'lgog nf]stflGqs ;/sf/nfO{ geO{ gx'g] tTj
xf] . o:tf o'lgog /fhgLlts cf:yfsf cfwf/df sfo{ ug{' eGbf ;ª\u7gsf] pTkfbsTj a9fO{
k];fut xslxtsf] ;+/If0f ug{df s]lGb|t x'g'k5{ . X8tfn aGbn] ;fj{hlgs ;]jf k|jfxdf
cToGt gsf/fTds k|efj kf/]sf] 5 . t;y{ ;j{kIfLo k|lta4tfaf6 o;sf] lg/fs/0f ug'{k5{ .

tnadf ;fdlos j[l4 M b]z leqsf cGo ;ª\u7g tyf blIf0f PlzofnL d'n'sx?;Fu t'ngf
u/L sd{rf/Lsf] tna lgwf{/0f ug{] jf g]kfn /fi6«« a}sn] cWoog u/L k|:t't ug{] dxËL j[l4sf]
k|ltztsf cfwf/df k|ltjif{ :jtM kfl//>lds a9\g] -Incremaental basis_ :yfoL Joj:yf -
Standing proceedings_ nfu" x'g'kb{5 .

gful/s ;dfh M /fHon] k|bfg ug{] ;]jfdf ;dfhsf sdhf]/, pk]lIft ju{sf] kx'Fr a9fpg
pgLx?sf] Ifdtf ljsf; ug{], r]tgf lj:tf/ ug{], tyf sdhf]/ ju{sf] cfjfh d'vl/t ug{] sfd
- 108 -
 gful/s ;dfhn] ub{5 . gfful/ssf] u'0f:t/Lo ;]jf kfpg] xssf] jsfntsf nflu o:tf
;+:yfx? lqmofzLn x'g' kb{5 .

^=# ;'emfj sfof{Gjog sfo{of]hgf (Action Plan)

k|:t't ;'emfjx?sf] sfof{Gjog of]hgf o; k|sf/ x'g pko'Qm b]lvPsf]n] l;kmfl/; ul/Psf] 5 M
-s_ ;fj{hlgs ;]jf k|jfx ;DaGwL ;'emfjx? M
s|=;+= ;'wf/sf If]q ug'{kg]{ sfo{ lhDd]jf/ lgsfo ;xof]uL lgsfo ;dofjlw

! gLltut :ki6tf / ;fj{hlgs ;]jf k|jfx ;DaGwdf gLltut dlGqkl/ifb\ / ljleGg dGqfno ! jif{
kf/blz{tf :ki6tf, ;]jfsf lsl;d, ;]jf ljt/0f ;fdfGo k|zf;g
k|0ffn tyf ;+oGq, u'0f:t/, cTofjZos dGqfno
j:t' tyf ;]jf, ;]jfu|fxLsf] clwsf/,
u'gf;f] ;'g'jfO tyf ;dfwfg h:tf If]qnfO{
;d]6L PsLs[t gLltsf] th{'df ug{] .
@ ;/f]sf/jfnf ;/sf/L, cw{;/sf/L / u}/;/sf/L dlGqkl/ifb\ / ljleGg dGqfno @ jif{
ju{sf] e"ldsf lgsfoaf6 k|bfg ul/g] ;]jfx?, ;fd'bflos ;fdfGo k|zf;g
lgwf{/0f ;Ë7g, ;d"xsf] ;fem]bf/Ldf k|bfg ug{] dGqfno
;]jfx? / ;/sf/, lghL sDkgL, ljb]zL
nufgLstf{sf] ;fem]bf/Ldf k|bfg ug{]
;]jfx?sf] e"ldsf :ki6 ug{] .
# ;]jfsf] ljs]Gb|Ls/0f :yfgLo:t/df clwsf/ lgIf]k0f Joj:yflksf–;+;b g]kfn ;/sf/, ! jif{
(Devolution) sf] k|lqmofnfO{ dlGqkl/ifb\
pbf/tfk"j{s sfof{Gjog ub}{ :yfgLo
:jfoQ zf;g P]gn] lgwf{/0f u/]sf sfd,
st{Jo / clwsf/ lgjf{x ug{ k"0f{ :jfoQtf
lbg], lgodgsf] clwsf/ qmlds?kdf
x:tfGt/0f ug]{ .
$ /fhgLlts tyf gLltut ljifodf dGqL / sfo{sf/L ljifodf dlGqkl/ifb\ ljleGg dGqfno lg/Gt/
k|zf;lgs k|lta4tf ;lrjnfO{ lhDd]jf/ agfpg], ;]jf k|jfx
ubf{ ;DalGwt sfo{fnosf k|d'vnfO{
hjfkmb]xL t'Nofpg] / sfo{qmdsf] xsdf
sfo{fGjog ug{] sd{rf/L jf lgsfo
lhDd]jf/ x'g'kg{] Joj:yf ug{] .
% ;+:yfut k'g;+/rgf ;fj{hlgs ;]jf k|0ffnLsf] k|efjsfl/tf g]kfn ;/sf/, ljleGg dGqfno @ jif{
a9fO{ ;a}sf] kx'Frdf k'¥ofpg s]Gb|b]lv dlGqkl/ifb\
:yfgLo:t/;Dds} ;]jf k|bfos lgsfosf]
k'g;+/{rgf ug{' cfjZos 5 .
^ åGå k|efljtsf nflu åGåaf6 k|efljt ;d'bfonfO{ /fxt, dlGqkl/ifb\ / zflGt tyf sfo{{ of]hgf
ljz]if Joj:yf k'g:yf{kg, dgf];fdflhs k/fdz{ h:tf zflGt tyf k'glgdf{0f @ jif{,
sfo{qmd ;~rfng ug{ sfo{of]hgf agfO{ k'glgdf{0f dGqfnon] ;dGjo sfo{s|d
;|f]t;fwgsf] pknAwtf / tyf ;+:yfut dGqfno, u[x ug]{ ;~rfng %
Joj:yf u/L ug{'kg{] x'G5 . k|fyldstf dGqfno jif{
lbg'kb{5 .
& gd'gf sfof{nosf] ;"rgf k|ljlw nufot sfof{no Joj:yfkg, dlGqkl/ifb\, ;DalGwt @ jif{leq
3f]if0ff sfo{ljlw, hgzlSt ljsf; / ;]jfu|fxL d}qL ;fdfGo k|zf;g dGqfnox?, lj1fg gd'gf
- 109 -
 jftfj/0f cflbsf b[li6sf]0fn] s]xL ægd'gf dGqfno tyf k|ljlw sfof{no /
sfof{noÆ ljsf; u/L s|dzM cGo dGqfnon] ;dGjo % jif{ leq
sfof{nox?nfO{ klg k"jf{wf/sf nflu ug]{ ;a}
pTk|]l/t ug{] / x/]s jif{ o:tf sfof{no
sfof{nox?sf] ;ª\Vof a9fpFb} hfg] .
* ;]jfu|fxL ;xof]u dfnkf]t, e"ld;'wf/, oftfoft, lhNnf dlGqkl/ifb\, ;DalGwt ! jif{
Ph]G6 k|zf;g, eG;f/, sDkgL /lhi6«f/, cfGtl/s ;fdfGo k|zf;g dGqfnox?
/fh:j h:tf sfof{nodf afx\o ;xof]uLsf] dGqfnon]
?kdf sfd ub{} cfPsf bnfn jf ;dGjo ug]{
Ph]G6x?nfO{ lhDd]jf/ / ;]jfd'vL agfpg
lgod tyf cfrf/ ;+lxtfsf] lgdf{0f ug]{ .
( ;]jf s]Gb|sf] ;fj{hlgs ;]jfdf zL3|tf, ;do ;|f]t / dlGqkl/ifb\ ;DalGwt ! jif{
lgoldttf ;fwgsf] nfut 36fO{ PsLs[t ?kdf ;]jf dGqfnox?
lbg] u/L ;]jf s]Gb||nfO{ ;/sf/sf]
:yfgLo:t/sf] ;]jf k|bfos ;+u7gsf]
?kdf dfGotf lbg] .
!) kmf/dsf k5fl8 ;]jf k|fKt ug{sf nflu eg'{kg{] kmf/dsf ;DalGwt dGqfno Uflj; tyf lg/Gt/
ljj/0f k5fl8 ;]jf k|fKt ug{] sfo{ljlw ;lxt ;]jf tyf ;]jf k|bfos ;]jfs]Gb|x?dfkm{t
k|fKt ug{ rflxg] sfuhft ;DaGwL lgsfox? ;]jfu|fxLnfO{ kmf/d
hfgsf/L pNn]v ug]{ . pknAw u/fpg]
!! ;"rgf k|ljlwsf] sDtLdf klg lhNnf:t/sf sfof{non] dlGqkl/ifb\, ;DalGwt @ jif{
k|of]u j]ak]h lgdf{0f ug]{ / gful/s j8fkq, lj1fg tyf k|ljlw dGqfnox?,
sfo{;~rfng sfo{ljlw, kmf/fd tyf dGqfnon] lhNnf:t/sf
k|sfzgx? / cGo ;"rgfx? ;f] k]hdf ;dGjo ug]{ sfof{nox?
/fVg] .
!@ ljz]if of]hgf ul/a, c;xfo, c;dy{ tyf ljz]if dlGqkl/ifb\, /fli6«o of]hgf ! jif{
cfjZostfdf /x]sf hgtfsf nflu ;"rgf, dlxnf cfof]u, ;]jf
cfwf/e"t sfg'gL tyf k/fdz{ ;]jf lgz'Ns afnaflnsf tyf k|bfos sfof{nox?
pknAw u/fpg] ;+:yfut Joj:yf ug{'kg{] ;dfhsNof0f
. dGqfnon]
;dGjo ug]{
!# lhNnfGt/ ;]jf lzIff, :jf:Yo If]qdf k|fKt ug]{ ;]jf h:t} dlGqkl/ifb\ ;DalGwt # jif{
gful/stf, /fxbfgL, ckfËtf kl/ro kq dGqfnox?
h:tf ;]jfx? klg kfos kg{] csf{]
lhNnfaf6 ;d]t lng;Sg] Joj:yf ldnfpg]
.
!$ b|'t sfo{ ;d"x - k|fs[lts k|sf]k nufot cGo cfkTsfnLg dlGqkl/ifb\ ;DalGwt ! jif{
Rapid action ;]jf k|jfxsf nflu ;j{;fwf/0f, ;/sf/L dGqfnox?
team_ tyf Joj;flos If]q ;d]t ;d]6g] u/L
lhNnf:t/df b|'t sfo{ ;d"xsf] k|aGw ug{] .
!% ;]jfu|fxL ;Gt'li6 u|fxsnfO{ ;Gt'i6 kfg{ ;lsPs]f 5 5}g ;fdfGo k|zf;g ;DalGwt ! jif{
;j]{If0f ;f]sf] ;j{]If0f ug{ lgb]{lzsf agfpg] / dGqfno dGqfnox?, ;]jf
nfu" ug{] . k|bfos sfof{nox?
!^ 3'DtL ;]jf b'u{d tyf cTofjZos b]lvPsf e]udf lhNnf k|zf;g lhNnfl:yt cGo lg/Gt/
3'DtL ;/sf/ ;~rfng ug{] . sfof{no sfof{nox?
!& ;]jf k|jfx af/] ;]jf ljt/0f ;DaGwdf Ps pRr:t/Lo dlGqkl/ifb\ ;fdfGo k|zf;g @ jif{
lj:t[t cWoog cfof]u u7g u/L lj:t[t cWoog ug{] . dGqfno
!* ljt/0f k|0ffnLsf] ;fj{hlgs ;]jf ljt/0f k|0ffnLsf] s]Gb|b]lv dlGqkl/ifb\, ;DalGwt ! jif{
gS;fÍg lhNnf;Ddsf] l:ylt b]lvg] u/L :ki6 ;fdfGo k|zf;g dGqfnox?
gS;fÍg ug{] . dGqfno
!( gful/s a8fkq / ;]jf k|jfx ;DaGwdf u|fxsnfO{ g]kfn ;/sf/, ;DalGwt t'?Gt
o;sf] k|efjsf/L cfjZostfg';f/ Ifltk"lt{ lbg] Joj:yf ug{] dlGqkl/ifb\ dGqfnox?,
- 110 -
 sfo{Gjog . :yfgLo sfof{nox?
@) clkm; n]cfp6 ;]jfu|fxLnfO{ cf/Deb]lv cGTo;Dd ;fdfGo k|zf;g Gful/s ;dfh lg/Gt/
qmlds?kdf ;]jf k|bfg ug{ ;xh kxF'r x'g] dGqfnosf]
u/L clkm; n]cfp6 ldnfpg] . lgb]{zgfdf
@! cg'udg, d"NofÍg ;]jf k|bfos lgsfox?n] ug]{ sfd dlGqkl/ifb\ ;DalGwt ! jif{
tyf k[i7kf]if0f sf/afxLsf] cg'udg / d"NofÍg ug{ u[x, pBf]u / dGqfnox?
lhNnfdf k|d'v lhNnf clwsf/L, If]qdf jfl0fHo dGqfnon]
If]qLo k|zf;s / s]Gb|df cfk"lt{ jf Wofg lbg]
u[x;lrjsf] ;+of]hsTjdf ljleGg
;/f]sf/jfnfx? ;+nUg /x]sf] Ps ls|ofzLn
cg'udg tyf d"Nof+sg ;ldlt agfpg] .

-v_ sfo{ k|0ffnL ;DaGwL ;'emfjx?

s|=;+= ;'wf/sf If]q ug'{kg]{ sfo{ lhDd]jf/ lgsfo ;xof]uL lgsfo ;dofjlw

! cg'bfg k|0ffnLsf] b'u{d tyf cfly{s ;fdflhs lx;fan] dlGqkl/ifb\, ;DalGwt dGqfno % jif{
k'g/fjnf]sg lk5l8Psf ju{, ul/a tyf pTkLl8t pBf]u dGqfnon] / lhNnf:t/sf
;d"xsf] klxrfg u/L ;x'lnot -/f;g_ ;dGjo ug]{ sfof{nox?
sf8{sf] Joj:yf ug]{ ;f]sf] cfwf/df ;]jf
k|bfg ug]{ .
@ sfo{ef/ ;'Dkg] oftfoft, ko{6g, lgdf{0f h:tf dlGqkl/ifb\ . ;Grf/ dGqfnosf] % jif{ leq
;fj{hlgs If]qsf ;]jf ;~rfng lghL ;fdfGo k|zf;g ;xof[udf ;DalGwt
sDkGfLdfkm{t ug{] . lghL z}nLsf dGqfnon] dGqfnox?
Ph]G;LnfO{ s'l/o/ tyf 8fFs ;]jf, ;Lk ;dGjo ug]{ .
ljsf; / eflifs tflnd cflbsf]
sfo{ef/ ;'Dkg (Franchising) gLlt
agfpg] .
# bf]xf]/f] sfo{If]q Ps lgsfon] csf{] lgsfonfO{ lhDd]jf/L ;DalGwt ;DalGwt # jif{
x6fpg] kG5fpg] k|j[lQaf6 d'Qm x'g Ps} dGqfnox?sf] dGqfnox?
k|s[ltsf] sfo{ ug{] tyf bf]xf]/f] sfo{If]q ;xof]udf ;fdfGo
ePsf ;]jf tyf lgsfosf] cWoog u/L k|zf;gn]
PsLs[t ug{] jf ufEg] .
$ clen]v dxTjk"0f{ lg0f{ox?nfO{ ;d]t kf]sf] kf/]/ ;fdfGo k|zf;g ;DalGwt lg/Gt/
Joa:yfkg /fVg] kf]s] ;+:s[ltdf kl/jt{g NofO{ dGqfno / ;]jf dGqfnox?
clen]v Joj:yfkgsf] nflu cfw'lgs k|bfos
;"rgf k|ljlwsf] pkof]u a9fpg] . sfo{fnox?
% Psåf/ ;]jf u|fxsn] Ps sd{rf/L eGbf a9L;Fu g]kfn ;/sf/, ;DalGwt ! jif{df,
;Dks{ /fVg gkg{] u/L nfu" ug{] . dlGqkl/ifb\ dGqfnox? To;kl5
;j{;fwf/0f hgtf;+u b}lgs ;Dks{df lg/Gt/
cfpg] sfof{nox?df klxn] cfpg]sf]
klxn] sfd x'g kfpg] (First come
first serve_ u/L 6f]sg k|0ffnL nfu"
ug{] .
^ tflnd k|mG6 8]:sdf v6fOPsf sd{rf/Lx?nfO{ ;fdfGo k|zf;g :6fkm sn]h lg/Gt/
pgLx?n] ug{'kg{] sfd, st{Jo, clwsf/, dGqfnosf]
cfrf/ ;+lxtf, ;sf/fTds ;f]Fr / ;xof]udf
;fd"lxs efjgf -Team spirit_ cflb ;DalGwt
af/] tflnd lbg] . dGqfnox?

- 111 -
& sfo{ljj/0f sfo{ljj/0fsf cfwf/df lglZrt kl/0ffd
;fdfGo k|zf;g ;DalGwt sfof{no ! jif{
b]vfpg] ;"rs agfO{ sd{rf/Lsf] sfdsf]
dGqfnosf]
cg'udg tyf d"Nofª\sg ug{] / To;sf];xof]udf
cfwf/df j[lQ ljsf; ug{] . ;DalGwt
dGqfnox?
* ax';Lk sd{rf/L Go"g sfo{af]em ePsf sltko sfof{nodf dlGqkl/ifb\ ;fdfGo k|zf;g / % jif{
n]vf tyf k|zf;g tkm{sf b'j}y/L sfd cy{ dGqfno
Pp6} sd{rf/Ln] ug{;Sg] u/L ax';Lk -
Multiskilling_ of]Uotfsf sd{rf/L
tof/ ug]{ .
( :yfgLo lgsfodf :yfgLotxsf] l56f]eGbf l56f]] r'gfj u/L :yfgLo ljsf; ;DalGwt lgsfo @ jif{
lgjf{rg / uflj;x?df xfn sfod /x]sf] ;lrjsf] dGqfno /
uflj; ;lrjsf] b/aGbL :t/f]Gglt ug{] . lgjf{rg cfof]u
:t/j[l4
!) clwsf/ clwsf/ k|Tofof]hgåf/f lgoldt ;]jfnfO{ dlGqkl/ifb\ ;DalGwt ! jif{
k|Tofof]hg If]q jf lhNnftx;Dd k'¥ofpg] . dGqfnox?
!! sfo{ljlw x/]s sfof{non] cfkm\gf] k|s[lt cg';f/ dlGqkl/ifb\, ;DalGwt ! jif{
5'§} sfo{ljlw agpg] . ;fdfGo k|zf;g dGqfnox?
dGqfnon]
;dGjo ug]{

!@ u'gf;f] ph'/L k]l6sfdf l;;fsf] 9f]sf /fVg] / ;]jf k|bfos ;]jf k|jfxL ;a} ^ dlxgf /
Joj:yfkg xKtfsf] PskN6 gful/s ;dfhsf] lgsfox?, k|lhc sfof{no ;f] kl5
cufl8 vf]Ng], k|ToIf u'gf;f] ;'Gg gf]8n tyf :yfljc lg/Gt/
clws[t, EjfO; /]s8{/, P;PdP;,
g]6jls{ªsf] Joj:yf ug]{ .
!# ;/sf/L– lghL ;/sf/LeGbf lghL If]q ;Ifd b]lvPsf dlGqkl/ifb\, ;DalGwt @ jif{
;fem]bf/L If]qx?df ;/sf/L– lghL ;fem]bf/L wf/0ff pBf]u dGqfnon] dGqfnox?
cg';f/ ;]jf k|jfxsf] sfd ug{] . ;dGjo ug]{
!$ yk bfd, zL3| h;nfO{ l56f] ;]jf rflxPsf] 5 p;n] ;DalGwt ;DalGwt ! jif{
sfd cltl/St z'Ns lt/]/ ;]jf lng kfpg] dGqfnox?n] d k dGqfnox?
Joj:yf ;fj{hlgs ug{] . df k]z ug]{
!% ul/anfO{ Uflj;sf] l;kmfl/;af6 ul/a b]lvPsf t/ dlGqkl/ifb\ ;DalGwt @ jif{
;x'lnot rfF8f] ;]jf rflxg]nfO{ cltl/St z'Ns dGqfnox?
lt/] a/fa/sf] ;x'lnot lbgsf nflu
lgod agfpg] .
!^ k|f]T;fxg k|0ffnL cy{ dGqfno cGtu{tsf sfof{no, nf]s dlGqkl/ifb\ . cy{ / ;DalGwt @ jif{
;]jf cfof]u cflbdf k|of]udf NofOPsf ;fdfGo k|zf;g dGqfnox?
sfo{ ;Dkfbgdf cfwfl/t k|f]T;fxg dGqfnon]
k|0ffnLnfO{ cGoq klg nfu" ug{] . ;dGjo ug]{

-u_ sfo{;+:s[lt;Fu ;DalGwt ;'emfjx?

qm=;+ ;'emfjsf If]q ug'{kg]{ sfo{ lhDd]jf/ lgsfo ;xof]uL lgsfo ;dofjlw

! ;]jfu|fxLk|ltsf] sd{rf/L cfgLafgL / k|j[lQ cflbdf ;fdfGo k|zf;g :6fkm sn]h lg/Gt/
Jojxf/ ;sf/fTds kl/jt{g Nofpg ;do dGqfnon]
;dodf k|lzIf0f lbg'k5{ . ;dGjo ug]{ .

- 112 -
@ lghLs/0f ;~rf/, oftfoft, ko{6g, lgdf{0f, s'l/o/ dlGqkl/ifb\ . ;DalGwt !jif{
tyf 8fFs ;]jf, ;Lk ljsf;, eflifs ;fdfGo k|zf;g dGqfnox?
tflnd, ;fd'bflos :jf:Yo tyf ;'/Iff dGqfnon]
k|s[ltsf ;]jfx? ;/sf/n] gLlt agfO{ ;dGjo ug]{ .
ljleGg z}nLsf Ph]G;Lx?nfO{ sfo{ef/
(Franchising) ;'Dkg] .
# ;f+:s[lts ljljw hghflt / k|fb]lzs leGgtfsf] ;fdfGo k|zf;g ;alGwt dGqfno ! jif{
;+j]bgzLntf b]z g]kfndf ;]]jf k|jfx ubf{ ;f+:s[lts dGqfnon] cWoog tyf sfof{nox?
;+j]bgzLntfnfO{ Vofn u/L ;]jf k|jfx ug]{ .
tyf sfo{;+:s[ltsf ;DaGwdf gLlt
agfpg] .
$ g]]t[Tjsf]] c;Gt'i6 sfof{no k|d'v ;Ë7gsf nflu ;fdfGo k|zf;g cGo dGqfnon] ! jif{
dfgl;stf 3fts l;4 x'G5 . o:tf] l:yltdf s:tf] dGqfno ;xof]u ug]{
sd{rf/LnfO{ lhDd]jf/L lbg] xf] cWoog
u/L nfu" ug]{ .
% sfo{sIfsf] cfkm\gf] sfo{sIfsf] ;/;kmfOsf] lhDdf - ;fdfGo k|zf;g cy{ dGqfno ! jif{
;/;kmfO zf}rfno, emf8', kfnf]kx/f afx]s_ dGqfnon] cWoog
sd{rf/L :jo+nfO{ lbg] . o; afkt u/fpg] .
tnasf] kfFr k|ltzt ;/;kmfO eQf yk
lbg] / sfof{no ;xof]uLsf] b/aGbL
s|dzM 36fpFb} nUg] .
^ Rffns eQf ljz]if ;'/Iff rflxg] kbx?df afx]s ;fdfGo k|zf;g cy{ dGqfno @ jif{
;jf/L ;fwg kfpg] sd{rf/LnfO{ rfns dGqfnon] cWoog
glbg], tnasf] @) k|ltzt rfns eQf u/fpg] .
lbg], o;/L rfnssf] b/aGbL s|dzM
s6fpFb} nUg] gLlt agfpg] .
& k'/:sf/ tyf lghfdtL ;]jf k'/:sf/ kfpg] sd{rf/Lsf] ;fdfGo k|zf;g ;DalGwt ! jif{
clegGbg of]ubfgnfO{ ;fj{hlgs hfgsf/Ldf dGqfnon] cWoog dGqfnon] ;xof]u
Nofpg] . u/fpg] . ug]{
* xflb{stf k|s6 Xflb{stf, ;lxi0f'tf / ;fj{hlgs ;]jfnfO{ ;fdfGo k|zf;g ;a} sfof{nox? ! jif{
g}lts lx;fan] x]g]{ b[li6sf]0fsf] ljsf/ dGqfno
ug]{ .

-3_ ljljw
qm=;+ ;'emfjsf If]q ug'{kg]{ sfo{ lhDd]jf/ lgsfo ;xof]uL lgsfo ;dofjlw

! a}7ssf] cf}lrTo sfof{no k|d'vx?sf] w]/}h;f] ;do a}7s g]kfn ;/sf/, ;fdfGo k|zf;g !jif{
a:gd} laTg] x'gfn] a}7ssf] cf}lrTo, dlGqkl/ifb\ dGqfno
pkfb]otf tyf k|efjsfl/tfsf] n]vfhf]vf
ug{] .
@ 6««]8 o'lgog o'lgogjfb -Unionism_ nf]stflGqs ;fdfGo k|zf;g ;fdfGo k|zf;g ! jif{
;/sf/nfO{ geO{ gx'g] tTj xf] . o:tf dGqfno / pBf]u dGqfno / pBf]u
o'lgogn] ;ª\u7gsf] pTkfbsTj a9fO{ ;Da4 6«]8 dGqfno
k];fut xslxtsf] ;+/If0f ug{df s:tf] o'lgogx?
e"ldsf lgjf{x ug]{ xf] ;f]sf] cWoog
x'g'kg]{ .
# tnadf ;fdlos b]z leqsf cGo ;ª\u7g tyf blIf0f ;fdfGo k|zf;g cy{ dGqfno cfufdL jif{

- 113 -
 j[l4 PlzofnL d'n'sx?;Fu t'ngf u/L dGqfnon]
sd{rf/Lsf] tna lgwf{/0f ug{] jf g]kfn gLltut Joj:yf
/fi6«« a}ssf] k|ltj]bgdf plNnlvt dxËL ug]{ .
j[l4nfO{ cfwf/dfgL kfl/>lds a9\g] -
Incremaental basis_ :yfoL
Joj:yf nfu" ug]{ .
$ lghfdtL ;]jf / lghfdtL ;]jf / ljZjljBfno tyf ;fdfGo k|zf;g ;fdfGo k|zf;g @ jif{
k|fl1s tyf gful/s ;dfhaLr cGt;{DaGw sfod dGqfnon] dGqfno / cy{
gful/s ug]{ gLlt agfpg] . gLltut Joj:yf dGqfno
cfjfhsf] ;DaGw ug]{ .
% X8tfn aGbsf] X8tfn aGbn] ;fj{hlgs ;]jf k|jfxdf pBf]u, ko{6g, pBf]u dgqfnon] ! jif{
/f]syfd cToGt gsf/fTds k|efj kf/]sf] 5 . u[x, :yfgL ;dGjosf/L
t;y{ ;j{kIfLo k|lta4tfaf6 o;sf] ljsf;, cfk"lt{, e"ldsf lgjf{x ug]{ .
lg/fs/0f ug]{ . jfl0fHo dGqfnon]
o;df kxn ug]{ /
dkn] lgb{]lzsf
:jLs[t ug]{ .

;d;flos k|ltls|of
;]jfk|jfxsf ;DaGwdf kqklqsfdf k|sflzt ;d;fdlos k|ltls|ofTds va/x? ljleGg $ j6f
aS;df /flvPsf 5g\ M
aS; g+= !
sfof{no k|d'v ufpFlt/
3/b}nf]d} k|zf;lgs ;]jf kfpFbf :yfgLo pT;fxL
lbnLk kf}8]n -DofUbL a}zfv @)_
k|zf;lgs sfd ug{ lhNnf ;b/d'sfd wfpFbf ;d]t ;]jf gkfP/ x}/fg ePsf] u'gf;f]
;'lgg] u/]sf a]nf DofUbLdf ljleGg ;/sf/L sfof{no k|d'vx?n] 3/b}nf] cleofg yfn]sf 5g\ .
sfo{fno k|d'vx? ufpF ufpFdf k''u]/ gful/stf ljt/0f, hUufsf] gfkhfFr tyf kf;,
ckfË kl/rokq ljt/0f, cf}iflw pkrf/, laplahg ljt/0f, vfg]kfgL, ;8s nufot ef}lts
k"jf{wf/sf dfu ;d]t ;Íng ug{ yfn]kl5 :yfgLo pT;flxt 5g\ .
;b/d'sfd wfpFbf xhf/f}+ vr{ x'g], ;]jf lng clNemg'kg{] emd]nfdf /x]sf b'u{d ufpFsf
hgtfn] yf]/} eP klg /fxt kfPsf 5g\ .

- 114 -
 k|d'v lhNnf clwsf/L /fdaxfb'/ s'?ªjfªsf]] kxndf lhNnfsf b'u{d uflj;df k'u]/
3/b}nf]d} ;]jf lbg] cleofg ;'? ePsf] xf] . cfly{s cefj / r]tgf cefjn] ;b/d'sfd cfpg
g;s]/ &) jif{ ;Dd gful/stf glnPsf tfsdsf wgjL/ yfkf lgs} km'?Ë eP .
'clxn] ;Dd gful/stf agfpg ;s]sf] lyPg' yfkfn] eg], a'9];sfndf 3/d} gful/stf
kfpFbf lgs} v';L nfu]sf] 5 . '
sfof{no k|d'vx? hgtfsf ;d:of a'em\g 3/b}nf]df cfPkl5 cfkm\gf u'gf;f /fVg
kfPkl5 :yfgLo k|km'lNnt lyP . ufpFd} ;]jf kfPkl5 xhf/f}+ ?k}ofF vr{ / ;do art ePsf]
5, u'hf{sf ;dfh;]jL j;Gt ;'k{'hfn] eg], 'k|zf;g ;fFlRrs} hgtfk|lt pQ/bfoL ePsf] dx;'';
u/]sf 5f}+ . '

-;fef/M gful/s b}lgs, k[i7 *, a'waf/ @!, a}zfv @)^*_

aS; g+= @
;x'lnotsf] rfdn af6f]d} laqmL
eLdaxfb'/ l;+x -hfh/sf]6, a}zfv !!_
vfB ;+:yfgn] l8kf]af6 ljt/0f ug{'kg{] ;x'lnot sf]6fsf] rfdn 7]s]bf/n] af6f]af6}
laqmL u/]sf 5g\ .
;+:yfgn] 7]s]bf/dfkm{t lhNnfsf] pQ/k"jL{ gfosaf8f / /Ubf l8kf]df k7fpFb} u/]sf]
pQm rfdn aLraf6} laqmL u/]sf] v'nf;f ePsf] xf] . h'Dnf / 8f]Nkf ;Ldf hf]l8Psf pQ/sf
;Snf, gfosjf8f, /f]sfoufpF /fdL8fF8f tyf k"j{sf /Ubf / eujtL uflj;df wfg gkmNg] x'Fbf
To; If]qsf afl;Gbf rfdnsf nflu ;+:yfgsf] e/ kg{'k5{ .
3f6 l8kf]df ;o lSjG6ndfq cfPsf] lzIfs uf]/vaxfb'/ l;+xn] atfP . To;}u/L rf}vf
l8kf]df klg ;o lSjG6n dfq k'u]sf] 5 . l8kf];F+u} hf]l8Psf] k|x/L rf}sL rf]vfn] klg
clxn];Dd rfdn gcfPsf] lhNnf k|x/L k|d'v /fd Kof/f v/]n dfkm{t hfgsf/L u/fPsf] 5 .
;+:yfg zfvfn] Go' u0f]z lgdf{0f ;]jfsf xl/axfb'/ v8\sfsf k|ltlglw uf]ljGb l;+x, of]u]Gb| l;+x
- 115 -
/ dgL/fd bdfO{dfkm{t\ rnfg u/]sf] rfdn aLr af6f]d} laqmL ePsf] xf] . l;+xåon] 3f6
l8kf]df k'¥ofpg'kg{] sl/a ;o lSjG6n / bdfO{n] rf}vf l8kf]df k'/\ofpg' kg{] ! ;o @)
lSjG6n rfdn af6f]df kg{] ahf/x?df ;:tf] b/df a]r]sf x'g\ .
;/sf/n] ufpFsf l8kf]x?df vfBfGg 9'jfgL / laqmL ljt/0fsf] plrt Joj:yfkg gubf{
ljs6sf afl;Gbfn] ;x'lnot rfdn kfpg g;s]sf x'g . ;+:yfgn] ufpFl:yt l8kf]x?df
k7fPsf rfdn a;{]gL af6f]d} laqmL x'Fbf pkef]Qmf eg] dxFuf] rfdn lsGg afWo 5g\ . åGåsf
;'?jftb]lv g} o; If]qsf afl;Gbfn] l8kfaf6 lgoldt rfdn kfPsf 5}gg\ . ' ;j{;fwf/0fn]
glhs}sf] l8kf]af6 rfdn cfpg 5f8]s]f !) jif{ laTof], ' rf}vfsf jL/axfb'/ dNnn] eg] .
;+:yfgn] ## b]lv #* ?k}Fof k|ltlsnf] a]Rg] rfdn b'u{dsf ahf/df df]6f] rfdnnfO{ g} *) k5{
.
;+:yfgn] Ps xhf/df laqmL ug{'kg{] #) lsnf] rfdnsf] af]/fnfO{ !@ ;o k5{ . af6f]d}
rfdn nfk/jfxL u/]sf] ;"rgf kfPkl5 ;TotYo kQf nufpg zfvf sfof{nonfO{ lgb{]zg
lbPsf] k|d'v lhNnf clwsf/L Vofd axfb'/ yfkfn] atfP . tL l8kf]df afFsL rfdn 9'jfgL
xfnnfO{ aGb ug{ lgb{]zg lbPsf] pgn] hgfP .

-;fef/M sflGtk'/ b}lgs, k[i7 %, cfOtaf/ !!, a}zfv @)^*_

aS; g+= #
sfg'g 5g\, sfo{Gjog x'Fb}gg\
d}gf lwtfn/sf7df8f}+
vfB k|ljlw tyf u'0f lgoGq0f ljefun] ut jif{ u/]sf] lkpg] kfgLsf] em08} @%
k|ltztdf u'0f:t/ gk'u]sf] kfOof] . &) b"wsf gd'gf dWo] e08} ^) k|ltztn] u'0f:t/ k"/f
gu/]sf] kfOof] . tf]/L / ;gKfm\nfj/ t]ndf e6df; nufot t]n ld;fpg] k|j[lQsf sf/0f
pkef]Qmf dfly cfly{s 7uL eO/x]sf] 5 . vfB P]gn] ;j{;fwf/0fsf] :jf:Yodf k|lts"n x'g]u/L

- 116 -
vfB kbfy{sf] o;/L ld;fj6 /f]Sg / :jefljs u'0f jf pkof]lutf 36fpg / lemSg gkfpg]
Joj:yf u/]sf] 5 .
P]gdf Ifltk"lT{f lbnfpg] Joj:yf :ki6 gtf]lsg' / ePs} P]gnfO{ klg sfof{Gjog ug{]
lgsfo sdhf]/ x'Fbf pkef]Qmf 7lug] u/]sf] pkef]Qmf lxt ;+/If0f d~rsf ;b:o ef]nf kf]v/]n
atfpF5g\ . vfB lg/LIfsn] h'g;'s} a]nf cg'udg u/L To:tf ;fdfu|L hkmt ug{ ;Sg] Joj:yf
ePklg p;nfO{ k"0f{?kdf sf/afxL ug{] clwsf/ eg] 5}g . To;kl5 lhNnf k|zf;g sfof{non]
g} Tof] d'2fnfO{ cl3 a9fpF5 .
aLpljhg P]gdf afnLx?sf] pTkfbgdf j[l4 u/fpg pRr u'0f:t/sf] aLp ljhg
pTkfbg, k|zf]wg tyf k/LIf0f u/L u'0f:t/o'Qm laplahg pknAw u/fO{ ;j{;fwf/0fsf] ;'ljwf
/ cfly{s lxt sfod ug{] Joj:yf 5 . 'ahf/df clgolGqt Pu|f]e]6 k;nx? v'Nb} u/]sf 5g\ . '

dGqfnosf Ps clwsf/Ln] eg] ' lghL If]qaf6 s:tf] / s'g u'0f:t/sf] jLpjLhg laqmL ljt/0f
eO{/x]sf] 5 . lgodg x'g ;s]sf] 5}g . ' ut jif{ ;'rLs[t gePsf] ljb]zL xfOla|8 ds}sf] lap
k|of]u ubf{ s[ifsx?sf] xhf/f}+ x]S6/ hdLgdf nufPsf] ds}sf] 3f]ufdf bfg} nfu]g . bfgf
gnfUbf sl/j @) s/f]8 ?kf}of ;/sf/n] /fxtsf] ?kdf ljt/0f ug{'k/\of] . o:t} aemf8=
nufot ;'b"/ klZrdsf s]lx lhNnfdf ljZj s[lif ;+u7g -PkmPcf]_ sf] kl/of]hgf cGtu{t
ljt/0f ul/Psf wfgsf] lapdf klg unt l;kmfl/;sf sf/0f afnL nfu]g .
hLjgfzs ljiffbL P]g k|efjsf/L ?kdf sfof{Gjog gx'Fbf t/sf/L, kmnkm"n / cGo vfB
kbfy{df ljiffbLsf] k|of]u tLj| ?kdf j[l4 eO{ /x]sf] 5 . === v'nf / l5b| l;dfgfsf sf/0f o:tf
ljiffbL ljgf /f]stf]s leqg] atfpF5g\ . kz' jwzfnf / df;' hfFr P]g sfof{Gjog k|efjsf/L
gx'Fbf ahf/df u'0f:t/xLg df;', /f]uL kz'sf] df;' / :qL rf}kfofsf] df;' laqmL x'g] u/]sf]
;Da4 hfgsf/ atfpFb5g\ .
=== dGqfnon] sfg"g sfof{Gjog ug{ cfkm\gf] lgsfo cGtu{t lg/LIfs tf]s]sf] 5 . t/
ltgLx?nfO{ kof{Kt clwsf/ lbOPsf] 5}g . sf/jfxL ug{] clwsf/L k|fo k|d'v lhNnf clwsf/L
x'g] Joj:yf 5 . t/ oL ljifo k|fljlws k|s[ltsf x'gfn] / k|lhcsf] sfo{Jo:ttf Hofb} a9]sfn]
oL ljifon] k|fyldstf kfpFb}gg\ . dGqfnosf csf{ Ps clwsf/Ln] eg] ' P]g lgoddf b08

- 117 -
;hfo cToGt sd /x]sf] / sdhf]/ cg'udgsf sf/0f klg P]g sfg'g k|efjsf/L ?kdf nfu"
ug{ ;lsPsf] 5}g . '
kfl/t ePsf P]g lgod / lgb{]lzsfsf] k|efjsf/L sfof{Gjog u/L ;j{;fwf/0fsf]
lhjLsf]kfh{g ;xh agfpg], pTkfbg j[l4 ug{] / dfgj :jf:Yosf nflu xflgsf/s /;fog
ljiffbL tyf kz'hGo cf}iflwsf] plrt k|of]u / JoJf:yfkg ug{' /fHosf] bfloTj ePklg To;tkm{
Wofg gk'u]sf] hfgsf/x? atfpF5g\ . hnr/ ;+/If0f P]gsf] klg k|efjsf/L sfof{Gjog ePsf]
kfOFb}g .
-;fef/M sflGtk'/ b}lgs, k[i7= !#, zlgjf/ @$, a}zfv @)^*_

aS; g+ Þ$

a]nfotsf] /f]on d]n

;g !(*) sf] bzs z'?jftlt/ a]nfotsf nG8g, ald{‹d, Pl8ga/f, DofGr]:6/, lne/k'n,
ln8\;, h:tf k|d'v zx/x?df 7fpF 7fpFdf a]nfotL /f]on d]nsf] ;fOgaf]8{ /fv]sf] b]lvof] .
s]xL k;nx?sf] cGt/fndf x'nfssf] ;fOgaf]8{ b]v]kl5 oxfF x'nfsdf slt w]/} sd{rf/L
sfd ubf{ /x]5g\ h:tf] gjcfuGt'snfO{ :jefljs s't"xntf hfUYof] . t/ yfxf eof] ls tL
k;nx?df x'nfssf s'g} sd{rf/L x'Fbf /x]g5g\ . k;n cfkm}+Fn] x'nfs Ph]G6sf] ¿kdf sfd
ubf{] /x]5 . lghLs/0fsf] hGdbftf a]nfotdf o; k|sf/sf] Joj:yf b]Vbf ;/sf/n]
gful/snfO{ k'¥ofpg] sltko ;]jf g]kfndf klg emG8} 3/3/} h:tf] k'¥ofpg ;lsg] b]lvof] .

- 118 -
 ;Gbe{ ;fdfu|L

g]kfnsf] cGtl/d ;+ljwfg, @)^#

lqjifL{o cGtl/d of]hgf -@)^&–@)^(_, /fli6«o of]hgf cfof]u, l;+xb/jf/, sf7df08f}+ .
:yfgLo :jfoQ zf;g P]g, @)%%
lghfdtL ;]jf P]g, @)$( tyf lgodfjnL, @)%)
;"rgfsf] xs ;DaGwL P]g, @)^$
;'zf;g -Joj:yfkg tyf ;~rfng_ P]g, @)^$ tyf lgodfjnL, @)^%
afF:sf]6f, s[i0fxl/ -@)^&_, :jfwLg cy{tGqsf] kIfdf, Pd=s]=klAnz;{, ef]6flx6L, sf7df8f}+
vgfn, /fhg -@)^#_, ;fj{hlgs gLlt, k|zf;g / Joj:yfkgM ;+lIfKt l6Kk0fL, ;f]kfg dfl;s,
l8NnLjhf/, sf7df8f}+
lg/f}nf, 9'08Lk|;fb, zf;g ;~rfngsf gjLg dfGotfx?, ;f]kfg dfl;s, l8NnLjhf/,
sf7df8f+}=
Bista, Dor Bahadur (1992), Fetalism and Development: Nepal's Struggle for
Modernization. Orient Longman Limited.
Armstrong, Michael, (1995), A Hand book of Personnel Management Practice
Green paper transferring Public Service Delivery -In context of South Africa,
Department of Public Service Administration.
Simplifying and Transforming Service Delivery in the Government, Citizen
Interaction Centre, Mitel, White Paper, October 2007.
"Innovations in Public Service Delivery for Ordinary Citizens" Paper presented
to the International Conference on ‘Challenges of Governance in South
Asia’ in Kathmandu, Nepal December 15-16, 2008.
How America get in touch with government, May 24, 2004; John B. Horrigan,
Senior Research Specialist, Pew Internet and American life Project;
WWW. pewinternet.org

- 119 -
Simplifying and Transforming Service Delivery in the Government, Citizen
Interaction Centre, Mitel, White Paper, October 2007.
World Bank (2003), World Development Report 2004: Making Services Work
for Poor People, The World Bank and Oxford University Press,
Washington DC.

k|ltj]bgx?
e|i6frf/ lgoGq0f ;'emfj ;ldltsf] k|ltj]bg, @)%^
cfGtl/s Joj:yfkg sfo{ljlw, @)%*
;fj{hlgs k|zf;gsf] kRrL; jifL{o u'?of]hgf cWoog k|ltj]bg, @)%%
k|zf;lgs k'g;+{/rgf cfof]usf k|ltj]bgx?
k|zf;lgs ;'wf/ cfo]fusf] k|ltj]bgx? -@))(-@)$*_
;fj{hlgs vr{ k'g/fjnf]sg cfof]usf] k|ltj]bg, @)%&
;/sf/L ah]6 Joj:yfkg tyf vr{ k|0ffnL k'g/fjnf]sg cfof]u, @)^^
dfgj ;+;fwg dGqfnosf] u7g ;DaGwdf sfo{bnn] k|:t't u/]sf] k|ltj]bg, @)^@

sfo{ljlw / lgb{]lzsf
3'DtL ;]jf lgb{]lzsf, @)^)

kqklqsf
cfly{s cleofg b}lgs, !$ r}t, @)^&, k[i7 @ -hgtfsf] ;]jfdflysf] clwsf/M 8f= ljdn sf]O/fnf_
sflGtk'/ b}lgs, !! a}zfv @)^*, k[i7 %
gful/s b}lgs, @! a}zfv @)^*, k[i7 *
sflGtk'/ b}lgs, @$ a}zfv @)^*, k[i7 !#
;fdfGo k|zf;g dGqfnosf] k|sfzg k|zf;gsf ljleGg c+sx?
cGt/f{li6«o d~r dfl;s, jif{ @&, c+s %, @)^& kmfu'g

- 120 -
 cg';"rL !
cWoogsf] sfo{zt{
;fj{hlgs ;]jf k|jfx / sfo{ ;+:s[lt, sfo{ k|0ffnLsf] ljsf; ;DaGwL cWoog

-s_ k[i7e"ld M ;fj{hlgs ;]jf k|jfxsf] u'0f:t/ k|zf;lgs sfo{ ;+:s[ltjf6 w]/} xb ;Dd k|i6
x'G5 . ;fj{hlgs ;]jf hgtf;+u k|ToIf ;/f]sf/ /fVg] sfo{ ePsfn] o;sf] k|ToIf÷ck|ToIf c;/
zf;g ;~rfng k|0ffnLdf kb{5 . hgtfn] ;fj{hlgs If]qjf6 h'g ck]Iff /fv]sf] x'G5 Tof] s'/f ;]jf
k|bfos lgsfosf] ;]jf k|bfg ug]{ tf}/ tl/sfjf6 slt ;Dd k'/f eof] jf ePg eGg] olsg ug{
;lsG5 . o;y{ ;fj{hlgs ;]jf k|bfg ug]{ sfo{nfO{ hgd}lq, ;xof]uL, ;xh t'Nofpg ;fj{hlgs ;]jf
k|bfg ul/g] k|0ffnL tyf ;+:s[ltsf jf/]df cWoog x'g' h?/L 5 . jt{dfgdf ePsf] ;]jf k|bfg k|0ffnL
tyf k|zf;lgs ;+:s[ltsf] cWoogjf6 eljiodf o;sf] :j?k s:tf] x'g' kb{5 eGg] ;'emfj k|:t't ug{
Pj+ gLlt sfo{ of]hgf lgdf{0f u/L nfu' ug{ ;d]t ;xh x'G5 . o;y{ k|zf;lgs ;+:s[ltsf] cWoog
u/L o;df ;d;fdlos ;'wf/ ug{ cWoog u/L÷u/fO{ k|fKt tYosf] ljZn]if0fjf6 eflj of]hgf lgdf{0f
ug'{ kb{5 . hgtfnfO{ k|ToIf ;]jf k|bfg ug]{ Front desk employee, sfof{noosf] cfGtl/s If]qdf
sfo{ ug]{ ;xfos :t/ b]lv Front line officers ;DdnfO{ ;]jf k|jfxsf] tl/sf, JolQmut Jojxf/,
>f]t ;fwgsf] pkof]usf] tl/sf, JolQmut ;Dks{ :yfkgf cflb ljifodf tfnLd lbgsf nflu ljBdfg
k|zf;lgs ;+:s[ltsf] cWoog h?/L 5 . o;sf nflu Out sourcing sf] dfWodjf6 lj1 kl/rfng
u/L gd"gfsf] ?kdf s]xL ;/sf/L tyf u}x| ;/sf/L Pj+ lghL If]qsf] sfof{nosf] sfo{ jftfj/0f,
;+:s[lt cflbsf] jf/]df cWoog u/fpg' cfjZos 5 .

;fj{hlgs ;]jf k|jfx / sfo{ ;+:s[lt, sfo{ k|0ffnLsf] ljsf; ;DjGwdf o;} jf:tljstfnfO{
dgg u/L ;fdfGo k|zf;g dGqfnosf] cf=j= @)^&÷^* sf] aflif{s sfo{qmddf ;fj{hlgs ;]jf k|jfx
/ sfo{ ;+:s[lt, sfo{ k|0ffnL ljsf; ;DaGwL cWoog ug]{ sfo{qmd ;d]t ;dfj]z ul/Psf] 5 . pQm
sfo{qmd sfof{Gjog ug]{ l;nl;nfdf afXo k/fdz{bftfaf6 ;]jf lng] k|of]hgsf nflu k|:t't
;Demf}tfkq tof/ ul/Psf] xf] .

-v_ cWoogsf] p2]Zo M

k|:t't cWoog sfo{qmdsf] p2]Zo b]xfo adf]lhd /x]sf] 5 M
• ;fj{hlgs ;]jf k|jfx tyf sfo{ ;+:s[ltsf] jt{dfg l:yltsf j/]df hfgsf/L k|fKt ug]{
• ;fj{hlgs ;]jf k|jfxnfO{ k|efjsf/L agfpgsf nflu ckgfpg' kg]{ pkfox?sf jf/]df
cWoog÷cg';Gwfg ug]{,
• sd{rf/Lx?sf] of]Uotf, bIftf, cg'ej / of]ubfgsf] k|of]unfO{ pgLx?af6 /fHonfO{ k|fKt x'g
;Sg] of]ubfgnfO{ clwstd ;]jf k|jfxnfO{ e/dhb'/ k|of; / sfo{ ;+:s[lt sfo{ k|0ffnLsf]
ljsf;nfO{ k4tL d"ns jgfpg k|of; ug]{ .

-u_ cWoogsf] cfjZostf / cf}lrTo M

;/sf/sf ljleGg lgsfox?n] ;]jfu|fxLx?nfO{ ;]jf k|jfx ubf{ ;]jfu|fxLsf] ;Gt'li6 klg dfkg
ug]{ cTofw'lgs k|rng Jojxf/df cfPsf] 5 . ;fj{hlgs ;]jf k|jfx k|efjsf/L eof] cyjf ePg
- 121 -
eGgfsf nflu o:tf pks/0f pkof]udf NofOPsf] xf] . ;fj{hlgs ;]jf k|jfx Tolt j]nf k|efjsf/L
x'G5, hlt j]nf sfof{nosf] sfo{;+:s[lt / sfo{k|0ffnL ;]jfu|fxL d}qL x'G5 . o;sf/0f jt{dfg
cfjZostfnfO{ kl/k"lt{ ug]{ lbzfdf of] cWoog ;xfos x'G5 . ;f] sf nflu o; ljifo;Fu ;DalGwt
;}4flGts Pj+ Jojxfl/s kIfx?sf] uxg cWoog ug'{kg]{ x'G5 . To;}u/L cGo d'n'sx?df eP u/]sf]
Joj:yfsf ;DaGwdf hfgsf/L lnO{ tL d'n'sx?sf] cg'ej ;d]tsf cfwf/df pk/f]Qm sfo{nfO{ a9L
Jojxfl/s agfpg ;lsG5 .
dGqfnosf] lgoldt sfo{sf cltl/Qm ljleGg ljifodf k|:tfj Pj+ k|ltj]bg tof/ ug]{, ljleGg
lgsfox? aLr ;dGjo ug'{kg]{ ;fy} sltko ljifodf tTsfn sfo{ ug'{kg]{ ePaf6 zfvfsf] df}h'bf
hgzlQmaf6 pk/f]Qm sfo{ 3lge"t?kdf (Intensively) cl3 a9fpg s7Lg x'g] ePsf]n] afXo
k/fdz{bftfaf6 cWoog u/fpg' k/]sf] xf] . ;fy} afXo k/fdz{bftfaf6 k|fKt x'g] k|ltj]bg a9L
a:t'lgi7 Pj+ Jofks (Comprehensive) x'g] ck]Iff ;d]t ul/Psf] 5 .

-3_ cWoog ljlw

k/fdz{bftfn] lgDg ljlw cjnDag u/L cWoog sfo{nfO{ cufl8 a9fpg' kg]{5 .
!= ;fGble{s sfg"gL k|fjwfgsf] cWoog,
@= cWoog ljifo;+u ;DjlGwt ljifodf ljBdfg Joj:yfsf] cWoog,
#= If]qut lj1;Fu k/fdz{,
%= ljleGg ljsNksf] klxrfg / ljZn]if0f,
^= cfjZos c'g;f/ ;/f]sf/jfnfx? ;Fusf] 5nkmn cGtlqm{of,
&= ;Gbe{ ;fdu|Lsf] cWoog tyf cGo pko'Qm cg';Gwfg ljlw .

-ª_ cWoogsf] sfo{zt{ lgb]{z (TOR)

!= sfo{If]q (Scope) M– cWoogsf] sfo{If]q lgDgfg';f/ /x]sf] 5 .

1=1 ;fj{hlgs ;]jfk|jfxdf ;+nUg lgsfox?sf] jt{dfg cj:yf,

1=2 ;fj{hlgs ;]jfk|jfx;+u ;Dj4 P]g lgodx?sf] Joj:yf,
1=3 ;fj{hlgs ;]jfk|jfxsf] If]qdf sfof{nosf] sfo{;+:s[lt / sfo{k|0ffnLsf] e"ldsf,
1=4 ;fj{hlgs ;]jfk|jfxsf nflu ljBdfg sfo{k|lqmofsf] cj:yf,
1=5 ;fj{hlgs ;]jfk|jfxdf k|efjsfl/tf / u'0f:t/Lotf Nofpgsf nflu ;'wf/ ug'{kg]{ If]qx?sf]
klxrfg,
1=6 klxrfg ul/Psf If]qx?sf] k|efjsf/L sfof{Gjogsf] nflu j:t'ut 7f]; ;'emfjx?,
1=7 cg'udg Pj+ d"NofÍgsf] Joj:yf,
1=8 ;fj{hlgs ;]jfk|jfxsf] k|efjsfl/tf / u'0f:t/LotfnfO{ sd{rf/Lsf] sfo{;Dkfbg d"NofÍg
nufotsf j[lQ ljsf;df kIf;+u cfj4 ug]{ j:t'ut pkfo,
1=9 o; ;DjGwdf cGo ;fGble{s ljifo .

@= zt{x? (Terms & Conditions)

2=1 cWoog k|ltj]bg a:t'lgi7, tYok/s Pj+ ljZn]if0ffTds x'g'kg]{5,
2=2 k|ltj]bgdf pNn]v x'g] ;'emfjx? ;fdfGo k|s[ltsf geO{ ;'lglZrt / sfof{Gjogof]Uo
(Specific & implementable) x'g'kg]{5,

- 122 -
2=3 k|ltj]bgdf ;doa4 ;'emfj sfof{Gjog sfo{of]hgf (Action Plan) ;d]t :ki6?kdf pNn]v
x'g'kg]{5 . sfo{of]hgfdf tTsfn ug{ ;lsg] / dWodsfnLg Pj+ bL3{sfnLg of]hgfsf] vfsf
k|:t't x'g'kg]{5,
2=4 k/fdz{bftfaf6 k|fKt d:of}bf k|ltj]bg :jLs[t ug]{, gug]{ jf cf+lzs?kdf :jLs[t ug]{ ;Dk"0f{
clwsf/ ;fdfGo k|zf;g dGqfnodf lglxt x'g]5,
2=5 d:of}bf k|ltj]bg kl/dfh{g ug{ cfjZos b]lvPdf dGqfnon] ;f] sf] nflu d:of}bf k|ltj]bg
k/fdz{bftf ;dIf lkmtf{ ug]{5,
2=6 ;fdfGo k|zf;g dGqfnosf] lnlvt :jLs[lt ljgf k/fdz{bftfn] cWoogsf qmddf k|fKt
;"rgf Pj+ hfgsf/Lsf] ;fy} cWoog k|ltj]bgsf ;DaGwdf s;}nfO{ hfgsf/L lbg, cledt
JoQm ug{ jf n]v /rgf jf o:t} cGo s'g} dfWodaf6 k|sflzt ug{ ;Sg] 5}g,
2=7 k/fdz{bftfn] ;fdfGo k|zf;g dGqfnosf] cfGtl/s Joj:yfkg tyf k|zf;g ;'wf/ dxfzfvf
/ k|zf;g ;'wf/ zfvfsf] k|ToIf ;Dks{df /xL sfo{ ;DkGg ug'{kg]{5 .

#= k/fdz{ ;]jf jfkt /sd e'QmfgL (Mode of Payment)

#=! ah]6sf] ;LdfM–
k|:t't cWoog sfo{sf nflu hDdf ?=!,%),))).– -Ps nfv krf; xhf/_ /x]sf] 5 .
sfo{;Dkfbg ;Demf}tfdf b'j} kIfaf6 x:tfIf/ ePkl5 ;Demf}tf /sdsf] $) k|ltzt ;Dd
k]ZsLsf] ?kdf lbOg] / kmfNu'0f d;fGt ;Dddf k|f/lDes k|ltj]bg k]z u/] kZrft\ yk @)Ü
;Dd e'QmfgL ul/g] / cWoog sfo{ cGtu{tsf] ;Dk"0f{ lqmofsnfkx? ;DkGg eO{ cWoog
k|ltj]bg :jLs[t ePkl5 dfq afFsL /sd e'QmfgL lbOg] 5 .
#=@ k|fKt k|ltj]bg :t/Lo / u'0f:t/o'Qm gePdf jf sfo{ zt{ lgb]{z adf]lhdsf sfo{x? ;DkGg
gePsf] b]lvPdf k|ltj]bg kl/dfh{g ug{ tyf afFsL sfo{ ;DkGg ug{ lglZrt cjlw tf]sL
k|ltj]bg lkmtf{ k7fOg] 5 . pQm cjlwdf klg kof{Kt sf/0f / cf}lrTo ljgf k|ltj]bg
kl/dfh{g e} gcfPdf jf afFsL sfo{ ;DkGg gePdf k/fdz{ ;]jf jfktsf] /sd e'QmfgL
lbOg] 5}g . ;fy} cf+lzs /sd cu|Ld ?kdf e"QmfgL eO;s]sf] /x]5 eg] ;f] /sd ;/sf/L
afFsL ;/x c;'n pk/ ul/g]5 .
#=# lgodfg';f/ s/ s§L u/L k/fdz{ ;]jf jfktsf] /sd e'QmfgL lbOg] 5

$= ;do;Ldf Pj+ k|ltj]bgM

4=1 cWoog sfo{ ;Demf}tf ;DkGg ePsf] ldltn] $ dlxgf leq ;DkGg ul/;Sg' kg]{5 .
4=2 cWoog k|ltj]bgsf] d:of}bfdf pko'Qm ;'emfj ;d]t ;dfj]z u/L clGtd k|ltj]bg % -kfFr_
k|lt / Soft copy (Electronic version) !-Ps_ k|lt ;d]t k]z ug'{kg]{5 .
4=3 dfly pNn]lvt cWoog ljlw Pj+ sfo{zt{ lgb]{zsf] cwLgdf cWoog sfo{ ;DkGg u/L
;fj{hlgs ;]jf k|jfx / sfo{ ;+:s[lt, sfo{ k|0ffnL ljsf; ;DaGwL cWoog k|ltj]bg tof/
ug{÷u/fpg xfdL b'O{ kIf ;xdt eO{ ;Demf}tf ;DkGg u¥of}+ .

ls/0f /fh zdf{ sfzL/fh cfrfo{

pk;lrj k/fdz{bftf/lj1

- 123 -
 cg';"rL @
g]kfn ;/sf/sf dGqfnox?
-g]kfn ;/sf/ sfo{ljefhg lgodfjnL, @)^$ adf]lhd_
1. k|wfgdGqL tyf dlGqkl/ifb\sf] sfof{no
2. cy{ dGqfno
@s= pmhf{ dGqfno∗
3. pBf]u dGqfno♠
4. sfg"g tyf Gofo dGqfno♣
5. s[lif tyf ;xsf/L dGqfno
6. u[x dGqfno
7. ===================♦
8. k//fi6« dGqfno
*s= ko{6g tyf gful/s p•og dGqfno♥
9. e"ld;'wf/ tyf Joj:yf dGqfno
10. ef}lts of]hgf tyf lgdf{0f dGqfno
11. dlxnf, afnaflnsf tyf ;dfhsNof0f dGqfno
!!s= o'jf tyf v]ns"b dGqfno♥
12. /Iff dGqfno
13. jg tyf e"–;+/If0f dGqfno
!#s= jfl0fHo tyf cfk"lt{ dGqfno♥
14. jftfj/0f dGqfno♣
!$s= lj1fg tyf k|ljlw dGqfno∗
15. zflGt tyf k'glg{df{0f dGqfno
16. lzIff dGqfno♠
17. >d tyf oftfoft Joj:yf dGqfno
18. ;fdfGo k|zf;g dGqfno
!*s= l;FrfO{ dGqfno∗
19. ;"rgf tyf ;~rf/ dGqfno

♥
klxnf] ;+zf]wg yk
♠ klxnf] ;+zf]wgaf6 gfd kl/jt{g
∗
bf];|f] ;+zf]wgaf6 yk
♣
bf];|f] ;+zf]wgaf6 gfd kl/jt{g
♦
bf];|f] ;+zf]wgaf6 lemlsPsf]

- 124 -
20. ;+3Lo dfldnf, ;+ljwfg ;ef, ;+;bLo Joj:yf tyf ;+:s[lt dGqfno♣
21. :yfgLo ljsf; dGqfno
22. :jf:Yo tyf hg;+Vof dGqfno .

- 125 -
 cg';"rL #
dGqfno cGtu{t ljefux?
k|wfgdGqL tyf dlGqkl/ifb\sf] sfof{no
cy{ dGqfno
eG;f/ ljefu
cfGtl/s /fh:j ljefu
/fh:j cg';Gwfg ljefu
dxfn]vf lgoGqssf] sfof{no
pmhf{ dGqfno
hn pTkGg k|sf]k lgoGq0f ljefu
ljB't ljsf; ljefu
pBf]u dGqfno
3/]n' tyf ;fgf pBf]u ljefu
pBf]u ljefu
vfgL tyf e"ue{ lj1fg ljefu
g]kfn u'0f:t/ tyf gfktf}n ljefu
sDkgL /lhi6/sf] sfof{no
sfg"g tyf Gofo dGqfno
s[lif tyf ;xsf/L dGqfno
s[lif ljefu
;xsf/L ljefu
vfB k|ljlw tyf u'0f:t/ lgoGq0f ljefu
kz' ;]jf ljefu
u[x dGqfno
cWofudg ljefu
sf/fuf/ Joj:yfkg ljefu
k|x/L k|wfg sfof{no
k//fi6« dGqfno
cltly ;Tsf/ ljefu
ko{6g tyf gful/s p•og dGqfno
e"ld;'wf/ tyf Joj:yf dGqfno
e"ld ;'wf/ tyf Joj:yf ljefu
gfkL ljefu
ef}lts of]hgf tyf lgdf{0f dGqfno
;8s ljefu
zx/L ljsf; tyf ejg lgdf{0f ljefu
vfg]kfgL tyf 9nlgsf; ljefu

- 126 -
dlxnf, afnaflnsf tyf ;dfhsNof0f dGqfno
dlxnf ljsf; ljefu
o'jf tyf v]ns"b dGqfno
/Iff dGqfno
/Iff sG6«f]n/sf] sfof{no
jg tyf e"–;+/If0f dGqfno
ag:klt ljefu
ag ljefu
ag cg';Gwfg tyf ;e{]If0f ljefu
/fli6«o lgs'Gh tyf jGohGt' ;+/If0f ljefu
e" tyf hnfwf/ Joj:yfkg ljefu
jfl0fHo tyf cfk"lt{ dGqfno
jfl0fHo ljefu
jftfj/0f dGqfno
hnjfo' tyf df};d lj1fg ljefu
lj1fg tyf k|ljlw dGqfno
zflGt tyf k'glg{df{0f dGqfno
lzIff dGqfno
k|fljlws lzIff tyf lzk ljsf; s]Gb|
kf7\oqmd ljsf; s]Gb|
lzIff ljefu
pRr dfWoflds lzIff kl/ifb\
hgs lzIff ;fdfu|L s]Gb| lnld6]8
/fli6«o lzIff ljsf; s]Gb|
>d tyf oftfoft Joj:yf dGqfno
>d ljefu
j}b]lzs /f]huf/ ljefu
oftfoft Joj:yf ljefu
;fdfGo k|zf;g dGqfno
lghfdtL lstfjvfgf
l;FrfO{ dGqfno
l;+rfO{ ljefu
;"rgf tyf ;~rf/ dGqfno
;"rgf ljefu
x'nfs ;]jf ljefu
d'b|0f ljefu
;+3Lo dfldnf, ;+ljwfg ;ef, ;+;bLo Joj:yf tyf ;+:s[lt dGqfno
:yfgLo ljsf; dGqfno
- 127 -
 u|fdL0f s[lif ;8s ljefu
:jf:Yo tyf hg;+Vof dGqfno
cfo'j{]b ljefu
:jf:Yo ;]jf ljefu

cg';"rL $
;]jf k|jfx ;DaGwL s]xL k|d'v P]g, lgod tyf of]hgfut b:tfj]hx?
) cTofjZos j:t' tyf ;]jf ;DaGwL P]g, @)!@
) vfB P]g, @)@# tyf lgodfjnL, @)@&
) gfktf}n P]g, @)@% tyf lgodfjnL, @)@&
) lzIff P]g, @)@* tyf lzIff ;]jf lgodfjnL, @)%^
) :jf:Yo ;]jf P]g, tyf lgodfjnL,
) ;+:yf btf{ P]g, @)#$
) g]kfn u'0f:t/ P]g, @)#&
) >d P]g, @)$*
) ;xsf/L P]g, @)$*
) e|i6frf/ lgjf/0f P]g @)$*
) lghfdtL ;]jf P]g, @)$( tyf lgodfjnL, @)%)
) pkef]Qmf ;+/If0f P]g, @)%$ tyf lgodfjnL, @)%%
) :yfgLo :jfoQ zf;g ;DaGwL P]g, @)%% tyf lgodfjnL, @)%^
) cfly{s k|zf;g ;DaGwL P]g, @)%% tyf lgodfjnL, @)^$
) gful/stf P]g, @)^# tyf lgodfjnL, @)^$
) ;fj{hlgs vl/b P]g, @)^# tyf lgodfjnL, @)^$
) ;"rgfsf] xs ;DaGwL P]g, @)^$
) ;'zf;g -Aoj:yfkg tyf ;~rfng_ P]g, @)^$ tyf lgodfjnL, @)^%
) g]kfn ;/sf/ -sfo{ ljefhg_ lgodfjnL, @)^$
- 128 -
lgb{]lzsf / sfo{ljlw
) g]kfn ;/sf/åf/f k|bfg ul/g] ;]jfx?nfO{ k|efjsf/L agfpg] lgb{]lzsf, @)%^ -
k|wfgdGqL tyf dlGqkl/ifb\sf] sfof{no_
) 3'DtL ;]jfsf] cjwf/0ff / sfof{Gjog lgb{]lzsf, @)^) -k|wfgdGqL tyf dlGqkl/ifb\sf]
sfof{no_
) lg0f{o k|lqmof ;/nLs/0f lgb{]lzsf, @)^% -k|wfgdGqL tyf dlGqkl/ifb\sf] sfof{no_
) ;]jf s]Gb| :yfkgf tyf ;~rfng ;DaGwL sfo{ljlw lgb]{lzsf, @)^% -k|wfgdGqL tyf
dlGqkl/ifb\sf] sfof{no_
) cfGtl/s Joj:yfkg lgb{]lzsf, @)%* -;fdfGo k|zf;g dGqfno_
) g]kfn ;/sf/sf s]Gb|Lo ;Ë7g ;DaGwL lbUbz{g -;fdfGo k|zf;g dGqfno_
) sd{rf/L k|zf;g lbUbz{g -;fdfGo k|zf;g dGqfno_
) ah]6 lbUbz{g, @)^$ -cy{ dGqfno_

- 129 -
 cg';"rL %
;fj{hlgs ;]jf k|jfxdf ;+nUg ;fj{hlgs ;+:yfgx?
-g]kfn ;/sf/sf] k"0f{ :jfldTj ePsf_
cf}Bf]lus If]q -&_
b'Uw ljsf; ;+:yfg
hl8a'6L pTkfbg tyf k|zf]wg sDkgL lnld6]8
x]6f}+8f l;d]G6 pBf]u lnld6]8
hgsk'/ r'/f]6 sf/vfgf lnld6]8
g]kfn cf}iflw lnld6]8
pbok'/ l;d]G6 pBf]u lnld6]8
g]kfn cf]l/08 DofUg];fO6 -k|f+_ lnld6]8
Jofkfl/s If]q -^_
s[lif ;fdfu|L sDkgL lnld6]8
/fli6«o aLp lahg sDkgL lnld6]8
g]zgn 6«]l8Ë lnld6]8
g]kfn vfB ;+:yfg
g]kfn cfon lgud lnld6]8
lb–l6Da/ skf{]/]zg ckm g]kfn lnld6]8
;]jf If]q -&_
cf}Bf]lus If]q Joj:yfkg lnld6]8
g]zgn sG:6«S;g sDkgL g]kfn lnld6]8
g]kfn kf/jxg tyf uf]bfd Joj:yf sDkgL lnld6]8
g]kfn OlGhgLol/Ë sG;N6]g;L ;]jf s]Gb| lnld6]8
g]kfn jfo';]jf lgud
/fli6«o pTkfbsTj tyf cfly{s ljsf; s]Gb| lnld6]8
g]kfn gful/s p8\8og k|flws/0f

- 130 -
;fdflhs If]q -%_
;fF:s[lts ;+:yfg
uf]/vfkq ;+:yfg
hgs lzIff ;fdfu|L s]Gb| lnld6]8
g]kfn 6]lnlehg
u|fdL0f cfjf; sDkgL lnld6]8
hgkof]uL If]q -#_
g]kfn vfg]kfgL ;+:yfg
g]kfn ljB't k|flws/0f
g]kfn b"/;+rf/ sDkgL lnld6]8
ljQLo If]q -*_
s[lif ljsf; a}+s lnld6]]8
/fli6«o aLdf ;+:yfg -hLjg / lghL{jg_
g]kfn cf}Bf]lus ljsf; lgud lnld6]8
/fli6«o jfl0fHo a}+s lnld6]8
lgIf]k tyf shf{ ;'/If0f lgud lnld6]8
g]kfn cfjf; ljsf; ljQ sDkgL lnld6]8
g]kfn lwtf]kq ljlgdo ahf/ lnld6]8
gful/s nufgL sf]if
-gf]6M o;sf ;fy} g]kfn ;/sf/ jf g]kfn ;/sf/sf] :jfldTj /x]sf ;+:yfgx? jf b'a}sf]
cf+lzs z]o/ /x]sf ;+:yfg/sDkgLx? @^ tyf Jofkfl/s sf/f]jf/ ;+rfngdf ;+nUg ljsf;
;ldltx? !! klg ;fj{hlgs ;]jf k|jfxdf ;+nUg /x]sf 5g\_

- 131 -
 cg';"rL ^
cTofjZos j:t' tyf ;]jfx?sf] ;"rL
-cTofjZos ;]jf P]g, @)!@ adf]lhd_

• x'nfs jf 6]lnkmf]g ;]jf

• dflg; tyf j:t' 9'jfgL ;]jf
• xjfO{ d}bfg tyf xjfO{ oftfoft ;Da4 ;]jf
• 6S;f/ jf ;/sf/L d'b|0f ;]jf
• xltof/ / v/vhfgf ;DalGwt ;]jf tyf
• g]kfn ;/sf/n] /fhkqdf ;"rgf k|sflzt u/L tf]s]sf] cGo ;]jf

- 132 -
 cg';"rL &
-cy{ dGqfnosf] ;]jfu|fxL ;Gt'li6 ;j{]If0f kmf/fd_
g]kfn ;/sf/
cy{ dGqfno
-=================================dxfzfvf_
;]jfu|fxL ;e{]If0f kmf/fd
-sfo{ ;DkGg ePkl5 ;]jfu|fxLn] eg{]_
ldltM
!= tkfO{n] o; dxfzfvfaf6 s] ;]jf k|fKt ug{'eof] / tkfO{n] Tof] ;]jf slt ;dodf kfpg'
eof] <
k|fKt u/]sf] ;]jf=====================
nfu]sf] ;do=========================
@= tkfO{n] k|fKt ug{'ePsf] ;]jf k|flKtdf s'g} emd]nf em]Ng' eof] ePg < ePsf] eP s:tf]
k|sf/sf] emd]nf em]Ng'eof] <
lhDd]jf/L kG5fpg] z}nL
cgfjZos ljnDj ug{] z}nL
cGo s'g}============================
#= ;]jf k|flKtsf l;nl;nfdf tkfO{nfO{ sd{rf/Lsf] Jojxf/ s:tf] nfUof] <
clt pTs[i6 pTs[i6 ;fdfGo ;'wf/ ul/g'kg{]
$= ;]jf k|bfg ug{] clwsf/Ln] tf]s]sf] ;doeGbf cufj} tkfO{ sfof{nodf sfdsf nflu cfpg'
ePsf] lyof] jf lyPg <
lyPF lyOFg
%= ;du|df, dxfzfvfsf] sfo{af6 tkfO{ slt ;Gt'i6 x'g'eof] <
k"0f{ ;Gt'i6 ;Gt'i6 sd ;Gt'i6 c;Gt'i6
^= cGo s'g} ;'emfj eP pNn]v ug{'xf];===========================================

- 133 -
 cg';"rL *
lghfdtL lstfjvfgfsf] ;]jfu|fxL ;Gt'li6 ;j{]If0f kmf/fd
g]kfn ;/sf/
;fdfGo k|zf;g dGqfno
lghfdtL lstfavfgf, xl/x/ejg, nlntk'/

;]jfu|fxL ;Gt'li6 ;j{]If0f kmf/fd

ldltM

of] k|ZgfjnLdf pNn]v ul/Psf s'/fx? uf]Ko /flvg]5 . of] kmf/fd sfd ;lsPkl5 dfq
eg{'xf]nf . cfkm"nfO{ l7s nfu]sf]dWo] s'g} Psdf -3_ lrGx nufpg' xf]nf .

!= tkfO{ s] sfdsf] nflu cfpg' ePsf] xf] <

@= tkfOsf] sfd k"/f eof] < -s_ eof] -v_ ePg -u_ k|lqmofdf 5

#= sfof{nodf sfd u/fpFbf slt /sd a'emfpg' k/\of] <

-s_ z'Ns a'emfpg gkg{] -v_ tf]lsPsf] z'Ns dfq a'emfPF
-u_ /l;bdf n]lvPsf] eGbf a9L /sd a'emfpg' k/\of] .

$= sd{rf/Lsf] Jojxf/ s:tf] kfpg' eof] <

-s_ k"0f{ ;xof]uL -v_ ;xof]uL -u_ c;xof]uL -3_ b'v lbg]

%= sfof{non] lbPsf] ;]jf tkfO{nfO{ s:tf] nfUof]] < -clgjfo{ ?kdf eg{'xf]nf_
-s_ ;Gt'i6 ePF -v_ ;Gt'i6 eO{g

tkfO{nfO{ ;]jf jf/]df s]xL eGg dg nfu]sf] 5 eg] ;'emfj lbg'xf]; .

gfdy/M 7]ufgfM

;DalGwt sfof{nosf] gfdM

cfjf; kmf]g gDa/M df]afOn gDa/M

Email AddressM b:tvtM

pd]/M lnËM lzIffM k]zfM

hghflt/;d"xM hghflt blnt dw];L ckfË cGo

- 134 -
 cg';"rL (
cWoogsf] l;nl;nfdf cg'udg ul/Psf sfof{nox?

k|wfgdGqL tyf dlGqkl/ifb\sf] sfof{no, l;+xb/af/

lghfdtL lstfavfgf, xl/x/ejg, nlntk'/
cy{ dGqfno, l;+xb/af/
dfnkf]t sfof{no, rfjlxn, snª\sL
s]Gb|Lo /fxbfgL sfof{no, lhNnf k|zf;g sfof{no, sf7df8f}F
oftfoft Joj:yf sfof{no -df]6/;fOsn zfvf_ sf7df8f}F
gu/ j8f sfof{no, sf7df8f}F dxfgu/kflnsf
sd{rf/L ;~rosf]if, 7d]n

cg';"rL !) 
मालपोत कायालयमा ज गा र ज ेसन पास गदाको कायूवाह तािलका 

- 135 -
 न.पा. वडा / गा. व.स
(ितरो ितन वा कुनै किसमको िसफा रश िलनु पन भए)

लेखापढ यवसायी / सहयोग डे ःक

(िनवेदन तयार गन सहयोग िलने)

कायालय ूमुख / अिधकृ त

(तोक आदे श)

मोठ फाँट
(ज गाको अिभलेख िभडाउने)

रो का फाँट (कुनै किसमको रो का वा अवरोध छ

छै न)

लेखा फाँट
(तो कएको दःतुर बुझाउने)

नापी कायालय
( क ा का नुपन भए)

कायालय ूमुख / अिधकत

(पैसा लेनदे न सुिन त गन)

दा खला खारे ज
( दनेको नामबाट हटाउने र िलनेको नाममा रा े)

पुजा फाँट
(ज.ध.ू.पु- ज
136 ा- ूमा णत गन)
- 137 -
- 138 -