INTRODUCTIONAccountability and transparency are indispensable aspect of an efficient functioning system. A transparent system focuses on openness of the system through clear processes and procedures and easy access to public information. Increased transparency in the system can facilitate greater accountability and both when acted together improves quality of governance, increased organizational responsiveness, lowering of corruption, better delivery of services , improved citizen engagement and better budget utilization. The absence of accountability and transparency leads to mistrust and dissatisfaction towards the organization and its services.World Bank ranks Nepal at 3 in the Country Policy and Institutional Assessment (CPIA) transparency, accountability and corruption in the public sector rating (1=low to 6= high). The main dimensions for rating are accountability of executive to oversight institutions and of public employees for their performance and access of civil society to information on public affairs. Similarly, Nepal ranks with the score of 44 out of 100 in global budget transparency index which is the drop from 45 in 2010 according to open budget survey 2012.In a country like Nepal, where services provided by the private sector are expensive and not always accessible, the government is viewed as the key body providing public services. Citizens without much money, therefore, are reliant on the services provided by the government which be accessed in different ways - free of cost; by paying the full charge (or fee); by paying a minimum charge (or fee); or through accessing services through a grant. We expect that the government offices collaborate with citizens and make the services for them transparent and accountable - and make sure that people are able access the information they need.The Government of Nepal (GoN) has its certain procedures, structures and mechanisms for making avail of its services to the citizens. When citizens receive public services, government rules, policies and structures (at institutional level) and attitude, behavior, style of work etc. (at officer's individual level) are involved. Citizens may regularly express their dissatisfaction at the individual or level or through the media. The dissatisfaction towards the government services have been heard and talked about a lot in our society. The services have been failing to meet the expectation and need of people as it has not paid much attention to evaluating the effectiveness of such services. And the question arises, whether these services have been successful in satisfying people through its quality, fairness, and delivery mechanism and in situation of poor delivery, whether GoN holds itself responsible, accountable, and transparent in its service affairs or not.Thus, a need to improve the service delivery mechanism of Nepal's public institutions and a need to make it free from the traditional climate of slow performance and secret dealing is a basic...
