About this quiz
50 questions covering every section of the note.
This Lok Sewa practice set has 50 multiple-choice questions (Subject: Public Management · For: Kharidar, Nayab Subba, Section Officer · Level: Easy). Take the quiz above first; after that, use the study list below to revise every question with its correct answer and a short explanation.
Study list: all 50 questions with answers and explanations
Providing services to citizens by government bodies is called:
- A) Public service delivery ✔
- B) Privatisation
- C) Taxation
- D) Legislation
Why: Public service delivery (सार्वजनिक सेवा प्रवाह) means government bodies providing services to citizens, such as citizenship, licences, health and education.
A public statement of an office's services, fees and time limits is a:
- A) Citizen charter ✔
- B) Budget
- C) Tippani
- D) Muchulka
Why: A citizen charter (नागरिक बडापत्र) publicly lists an office's services, required documents, fees, time limits and the responsible officer.
The citizen charter concept started in:
- A) USA
- B) UK ✔
- C) India
- D) Japan
Why: The citizen charter idea started in the United Kingdom in 1991, to make public services more answerable to citizens.
Which UK Prime Minister introduced the Citizen's Charter?
- A) Margaret Thatcher
- B) John Major ✔
- C) Tony Blair
- D) Winston Churchill
Why: UK Prime Minister John Major introduced the Citizen's Charter in 1991.
Which law requires public offices in Nepal to display a citizen charter?
- A) Good Governance Act 2064 ✔
- B) Civil Service Act 2049
- C) Local Government Act 2074
- D) Company Act 2063
Why: The Good Governance (Management and Operation) Act, 2064 requires public offices to display a citizen charter.
Which is NOT usually included in a citizen charter?
- A) Service fee
- B) Time taken
- C) Responsible officer
- D) Officer's home address ✔
Why: A citizen charter includes services, documents, fees, time, the responsible officer and how to complain, but not officers' personal home addresses.
An office presenting its work and spending to the public for feedback is a:
- A) Public hearing ✔
- B) Tender
- C) Audit by AG only
- D) Census
Why: In a public hearing (सार्वजनिक सुनुवाइ), an office presents its work and spending to the public and takes their feedback and complaints.
Users reviewing a programme's activities and spending is a:
- A) Social audit ✔
- B) Budget speech
- C) Darta
- D) Recruitment
Why: In a social audit (सामाजिक परीक्षण), users and stakeholders review a programme's activities, spending and results.
Hello Sarkar is run by the:
- A) Office of the Prime Minister ✔
- B) Supreme Court
- C) Nepal Rastra Bank
- D) Election Commission
Why: Hello Sarkar is run by the Office of the Prime Minister and Council of Ministers, which forwards complaints to the right offices.
The toll-free number of Hello Sarkar is:
- A) 100
- B) 1111 ✔
- C) 1144
- D) 102
Why: Hello Sarkar's toll-free number is 1111; complaints can also be made online or through its app.
Bringing related services together in one place is called:
- A) One-door service ✔
- B) Decentralisation
- C) Privatisation
- D) Outsourcing
Why: One-door (single window) service brings related services together in one place, so citizens do not have to visit many offices.
Taking services to remote areas through temporary camps is:
- A) Mobile service ✔
- B) E-banking
- C) Tender
- D) Public hearing
Why: Mobile service camps take services such as citizenship and vital registration to remote areas for a few days.
Using ICT to deliver government services is called:
- A) E-governance ✔
- B) Bureaucracy
- C) Centralisation
- D) Red tape
Why: E-governance means using information and communication technology (ICT) to deliver government services and information.
Which app lets Nepali citizens access many government services digitally?
- A) Nagarik App ✔
- B) Hello Sarkar App only
- C) eSewa
- D) Khalti
Why: The Nagarik App gives citizens digital access to many government services and personal documents in one place.
Which is a principle of good service delivery?
- A) Delay
- B) Transparency ✔
- C) Use of middlemen
- D) Secrecy of fees
Why: Transparency is a key principle, along with accessibility, timeliness, equity, courtesy, accountability and cost-effectiveness.
The officer who hears and resolves complaints is the:
- A) Grievance handling officer ✔
- B) Store keeper
- C) Driver
- D) Accountant
Why: The grievance handling officer (गुनासो सुनुवाइ अधिकारी) receives and resolves complaints about services.
The information officer works under which law?
- A) Right to Information Act 2064 ✔
- B) Banking Act
- C) Customs Act
- D) Labour Act
Why: The information officer is appointed under the Right to Information Act, 2064 to give information to citizens on request.
New Public Management treats citizens as:
- A) Customers ✔
- B) Subjects
- C) Enemies
- D) Employees
Why: New Public Management (NPM) treats citizens like customers and focuses on results, efficiency and market-style methods.
Which is a common problem in service delivery?
- A) Middlemen ✔
- B) Citizen charter
- C) Help desk
- D) Social audit
Why: Middlemen (brokers) are a common problem: they add cost, cause delay and encourage corruption.
The Good Governance Regulation was issued in:
- A) 2058 BS
- B) 2065 BS ✔
- C) 2072 BS
- D) 2075 BS
Why: The Good Governance (Management and Operation) Regulation was issued in 2065 BS, one year after the Act of 2064.
In Nepali, citizen charter is:
- A) नागरिक बडापत्र ✔
- B) नागरिकता प्रमाणपत्र
- C) नागरिक समाज
- D) नागरिक लगानी
Why: A citizen charter is नागरिक बडापत्र in Nepali, displayed at the front of public offices.
In Nepali, public service delivery is:
- A) सार्वजनिक सेवा प्रवाह ✔
- B) सार्वजनिक खरिद
- C) सार्वजनिक सम्पत्ति
- D) सार्वजनिक बिदा
Why: Public service delivery is सार्वजनिक सेवा प्रवाह in Nepali.
Citizenship, passports and licences are examples of:
- A) Public services ✔
- B) Private goods
- C) Taxes only
- D) Deposits
Why: Citizenship, passports and licences are public services that government offices provide to citizens.
Accessibility in service delivery means:
- A) Services are easy for everyone to reach and use ✔
- B) Services are hidden
- C) Only rich people get services
- D) Services are only online
Why: Accessibility means services are easy for everyone to reach and use, including people with disabilities and those in remote areas.
Equity and inclusion means:
- A) Fair services for all groups including the marginalised ✔
- B) Favouring one group
- C) Charging more to the poor
- D) Serving only men
Why: Equity and inclusion means fair services for all groups, including women, Dalits, people with disabilities and other marginalised groups.
Courtesy in service delivery means:
- A) Polite and respectful behaviour ✔
- B) Rude behaviour
- C) Asking for tips
- D) Ignoring people
Why: Courtesy means staff behave politely and respectfully with service seekers, which builds trust.
New Public Service says government should:
- A) Serve citizens, not customers ✔
- B) Sell services for profit
- C) Ignore citizens
- D) Only follow rules
Why: New Public Service says government should serve citizens as owners of public affairs, not just as customers.
New Public Management focuses on:
- A) Results and customer orientation ✔
- B) Only procedures
- C) Secrecy
- D) Military command
Why: NPM focuses on results, performance, efficiency and customer orientation in public services.
A citizen charter lists:
- A) Services, documents, fees, time, responsible officer and complaint process ✔
- B) Staff salaries
- C) Court judgments
- D) Weather
Why: A citizen charter lists services, required documents, fees, time taken, the responsible officer and the complaint process.
A citizen charter makes services:
- A) Predictable ✔
- B) Uncertain
- C) Hidden
- D) Expensive
Why: A citizen charter makes services predictable: people know in advance what to bring, what to pay and how long it will take.
In which year did the citizen charter idea start in the UK?
- A) 1991 ✔
- B) 1945
- C) 2001
- D) 1971
Why: The citizen charter idea started in the UK in 1991, under Prime Minister John Major.
Users reviewing community development projects is called:
- A) Public audit ✔
- B) Final audit
- C) Internal audit
- D) Tax audit
Why: A public audit (सार्वजनिक परीक्षण) lets users review a community development project's work and spending, often before final payment.
In Nepali, help desk is:
- A) सोधपुछ ✔
- B) लिलाम
- C) दाखिला
- D) बरबुझारथ
Why: A help or inquiry desk is सोधपुछ कक्ष in Nepali, where visitors get information and directions.
A suggestion and complaint box lets citizens:
- A) Give feedback ✔
- B) Pay taxes
- C) Apply for jobs
- D) Vote
Why: A suggestion and complaint box lets citizens give feedback or complain in writing, even without giving their name.
In Nepali, grievance handling officer is:
- A) गुनासो सुनुवाइ अधिकारी ✔
- B) सूचना अधिकारी
- C) लेखा अधिकारी
- D) भण्डारपाल
Why: The grievance handling officer is गुनासो सुनुवाइ अधिकारी in Nepali.
The information officer gives information under the:
- A) Right to Information Act 2064 ✔
- B) Customs Act
- C) Army Act
- D) Company Act
Why: The information officer gives information under the Right to Information Act, 2064.
Single window service means:
- A) Related services together in one place ✔
- B) One window in the building
- C) Only online services
- D) Closing other offices
Why: Single window (one-door) service means related services are provided together in one place.
Online applications and e-payment are part of:
- A) E-governance ✔
- B) Manual filing
- C) Auction
- D) Public audit
Why: Online applications and e-payment are part of e-governance, which saves citizens time and travel.
The Nagarik App gives citizens:
- A) Digital access to many government services and documents ✔
- B) Free mobile data
- C) Bank loans
- D) Exam answers
Why: The Nagarik App gives citizens digital access to many government services and documents, such as PAN and other records.
Middlemen in service delivery cause:
- A) Extra cost and corruption ✔
- B) Faster honest service
- C) Lower fees
- D) Transparency
Why: Middlemen add extra cost and corruption, because citizens pay them to get services that should be direct.
Complex procedures lead to:
- A) Delay and frustration ✔
- B) Faster service
- C) More trust
- D) Lower costs
Why: Complex procedures lead to delay and frustration, so simplifying steps improves service delivery.
Poor attitude of staff is a:
- A) Common problem in service delivery ✔
- B) Principle
- C) Tool
- D) Law
Why: Poor staff attitude, such as rudeness or carelessness, is a common problem that harms service delivery.
Timeliness means services are given:
- A) Within the promised time ✔
- B) Whenever staff like
- C) After a bribe
- D) Never
Why: Timeliness means services are given within the time promised in the citizen charter.
Cost-effectiveness means:
- A) Good service at reasonable cost ✔
- B) Expensive service
- C) Free of all quality
- D) Wasteful spending
Why: Cost-effectiveness means providing good service at a reasonable cost, using public money efficiently.
Public hearing in Nepali is:
- A) सार्वजनिक सुनुवाइ ✔
- B) सामाजिक परीक्षण
- C) सार्वजनिक खरिद
- D) सूचना अधिकार
Why: Public hearing is सार्वजनिक सुनुवाइ in Nepali.
Social audit in Nepali is:
- A) सामाजिक परीक्षण ✔
- B) अन्तिम लेखापरीक्षण
- C) आन्तरिक लेखापरीक्षण
- D) बजेट
Why: Social audit is सामाजिक परीक्षण in Nepali.
Citizen satisfaction is:
- A) A key measure of good service delivery ✔
- B) Not important
- C) Only for private firms
- D) Illegal
Why: Citizen satisfaction is a key measure of good service delivery, because services exist for citizens.
Transparency in service delivery means:
- A) Process, fees and decisions are open and clear ✔
- B) Hidden fees
- C) Secret decisions
- D) No records
Why: Transparency means the process, fees and decisions are open and clear to everyone, which reduces corruption.
Which tool directly holds staff accountable for promised time and fees?
- A) Citizen charter ✔
- B) Store ledger
- C) Darta stamp
- D) Gantt chart
Why: The citizen charter publishes time and fee standards, so citizens can hold staff accountable if they are not met.
Accountability means officials:
- A) Answer for their actions and results ✔
- B) Avoid all questions
- C) Never report
- D) Hide decisions
Why: Accountability means officials must answer for their actions and results, to their seniors, to Parliament and to the public.