MCQs

I'll provide detailed explanations for all 40 Citizen's Charter and Good Governance MCQs with proper formatting and bullet points.

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1. What is/are the Citizen's Charter(s)?

1. Commitment of the Organization

2. High-Standard Services

3. Service Providers towards providing quality

4. All of above

Show me the answer

Answer: 4. All of above

Explanation:

• A Citizen's Charter is a comprehensive document that includes:

  • Commitment of the Organization: Public declaration of service standards and promises

  • High-Standard Services: Specification of quality benchmarks for services

  • Service Providers' Role: Clear identification of responsibilities of service providers

  • Additional elements: Service timelines, fees, grievance mechanisms, and contact information

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2. Which is the first country in the world to incorporate 'Citizen Charter' in 1991 AD?

1. UK

2. America

3. Germany

4. China

Show me the answer

Answer: 1. UK

Explanation:

• The United Kingdom pioneered the Citizen's Charter concept:

  • Year: 1991 AD

  • Prime Minister: John Major

  • Full name: "The Citizen's Charter: Raising the Standard"

  • Purpose: Improve public services by setting clear standards

  • Global impact: Became a model for public service reform worldwide

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3. Who was the British Prime Minister when the Citizen Charter was issued?

1. John Major

2. Margaret Thatcher

3. David Cameron

4. Tony Blair

Show me the answer

Answer: 1. John Major

Explanation:

• Historical context of the Citizen's Charter:

  • Prime Minister: John Major (Conservative Party)

  • Timeline: Succeeded Margaret Thatcher in 1990

  • Charter launch: July 1991

  • Political context: Part of "Back to Basics" campaign for public service improvement

  • Evolution: Later rebranded as "Service First" by Tony Blair's government

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4. What is called for the public service charter of England?

1. Citizen's Charter

2. Service Charter

3. Public service Charter

4. Client Charter

Show me the answer

Answer: 1. Citizen's Charter

Explanation:

• United Kingdom's specific terminology:

  • Original name: "The Citizen's Charter" (1991)

  • Rebranded name: "Service First" (1998 under Tony Blair)

  • Current framework: Various sector-specific charters under different names

  • Key principle: Putting citizens at the center of public services

  • Global influence: Inspired similar initiatives worldwide with different names

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5. Which Administration Reform Commission adopted the concept of public charter of Nepal?

1. High Level Administrative Reforms Commission, 2048

2. Administrative Reforms Commission, 2032

3. Administrative Reforms Commission, 2025

4. Administrative Reorganization Scheme Commission, 2013

Show me the answer

Answer: 1. High Level Administrative Reforms Commission, 2048

Explanation:

• Nepal's administrative reform timeline:

  • High Level Administrative Reforms Commission (HLARC): Formed in 2048 BS (1991 AD)

  • Chairman: Bishwa Nath Upadhyaya

  • Key recommendation: Introduction of Citizen's Charter system

  • Implementation: Piloted in 2056 BS, formalized in 2061 BS

  • Other commissions:

    • 2032 BS Commission: Focused on structural reorganization

    • 2025 BS Commission: Post-Rana period administrative reforms

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6. Which one of the following is not basic element of the citizen charter?

1. Description of services being provided by department or agency

2. Promotion of various methods to get benefit from the services available

3. To expect any public record

4. Provision for the inspection of the agency's work

Show me the answer

Answer: 4. Provision for the inspection of the agency's work

Explanation:

• Standard elements of a Citizen's Charter include:

  • Service description: Clear explanation of available services

  • Access methods: Information on how to access services

  • Service standards: Quality and timeliness commitments

  • Grievance mechanisms: Procedures for complaints

  • Missing element: Agency work inspection is typically part of audit functions, not charter

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7. How many principles are there in Citizen's Charter?

1. 5

2. 6

3. 4

4. 8

Show me the answer

Answer: 2. 6

Explanation:

• The original UK Citizen's Charter had six principles:

  1. Quality: Improving service quality

  2. Choice: Wherever possible

  3. Standards: Explicit published standards

  4. Value: For taxpayers' money

  5. Accountability: Individuals and organizations

  6. Transparency: Openness about service delivery

• Nepal adopted similar principles with local adaptations

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8. What is the impact of a well-designed citizen charter on the relationship between the government or organization and its citizens?

1. It enhances trust and mutual respect

2. It reduces confusion and misunderstandings

3. It encourages greater participation by citizens in the provision of services

4. It improves the overall quality of services provided by the organization

Show me the answer

Answer: 1. It enhances trust and mutual respect

Explanation:

• Primary impact of effective Citizen's Charters:

  • Trust building: Clear commitments increase citizen confidence

  • Mutual respect: Establishes rights and responsibilities of both parties

  • Additional benefits:

    • Clarifies expectations (reduces confusion)

    • Enables citizen participation

    • Drives service quality improvement

  • Relationship transformation: From provider-recipient to partnership

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9. Among the following which is not mentioned in the citizens Charter's of a public agency of Nepal?

1. Service to be provided and time taken

2. Required documents and fees

3. Grievance hearing officer

4. Contact number of related staff

Show me the answer

Answer: 4. Contact number of related staff

Explanation:

• Standard contents of Nepal's Citizen's Charters:

  • Mandatory elements:

    • Services offered and timelines

    • Required documents and fees

    • Grievance officer details

    • Compensation provisions (if applicable)

  • Typically excluded: Individual staff contact numbers (privacy and practicality)

  • Instead provided: Office contact information and nodal officer details

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10. When did the Government of Nepal implement the Citizen Service Charter?

1. 2064 B.S.

2. 2070 B.S.

3. 2056 B.S.

4. 2061 B.S.

Show me the answer

Answer: 4. 2061 B.S.

Explanation:

• Nepal's Citizen's Charter implementation timeline:

  • Pilot phase: 2056 BS (1999 AD) - "Justice for Voiceless and Income for Indigents"

  • Formal implementation: 2061 BS (2004 AD)

  • Legal mandate: Good Governance Act, 2064 BS

  • Compensation addition: 2070 BS (2013 AD)

  • Current status: Mandatory for all public offices

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11. When did the Nepal Government Implement the Citizen charter with Compensation?

1. Baishakh 02, 2070

2. Jestha 02, 2072

3. Baishakh 02, 2072

4. Ashadh 02, 2072

Show me the answer

Answer: 1. Baishakh 02, 2070

Explanation:

• Citizen's Charter with Compensation launch:

  • Date: Baishakh 2, 2070 BS (April 15, 2013)

  • Policy basis: Compensation Management Directive, 2069

  • Initial implementation: Three pilot departments

  • Purpose: Financial accountability for service delays

  • Evolution: Expanded to more departments over time

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12. The Citizen Charter with compensation in Nepal, which had begun in 2070, has the provision of compensation ranging from

1. Rs. 250 to Rs. 5,000

2. Rs. 2500 to Rs. 5,000

3. Rs. 5,000 to Rs. 10000

4. Rs. 1000 to Rs. 5,000

Show me the answer

Answer: 1. Rs. 250 to Rs. 5,000

Explanation:

• Compensation structure under Nepal's Citizen's Charter:

  • Range: Rs. 250 to Rs. 5,000

  • Determination factors:

    • Type of service delay

    • Severity of inconvenience caused

    • Level of public office

    • Service complexity

  • Payment process: Within 35 days of application

  • Legal basis: Compensation Management Directive, 2069 BS

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13. When did the government of Nepal set up the one-stop service center?

1. Jestha 01, 2076

2. Baishakh, 2077

3. Jestha 03, 2076

4. Jestha 05, 2076

Show me the answer

Answer: 1. Jestha 01, 2076

Explanation:

• One-Stop Service Center establishment:

  • Date: Jestha 1, 2076 BS (May 15, 2019)

  • Location: Singha Durbar, Kathmandu

  • Services: Multiple government services at single location

  • Objective: Reduce citizen effort and time for service access

  • Current status: Model replicated in other locations

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14. What is/are the name of first Citizen's charter implementing office with compensation in Nepal?

1. Department of Immigration

2. Survey Department

3. Department of Foreign Employment

4. All of the above

Show me the answer

Answer: 4. All of the above

Explanation:

• Pilot departments for Charter with Compensation:

  • Three initial departments (2070 BS):

    1. Department of Immigration

    2. Survey Department

    3. Department of Foreign Employment

  • Selection criteria: High public interaction, clear service timelines

  • Evaluation: Successful implementation led to expansion

  • Current: Many additional departments now included

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15. Which of the following are tools of good governance?

1. Social Audit and Separation of Power

2. Citizen Charter

3. Right to information

4. All of the above

Show me the answer

Answer: 4. All of the above

Explanation:

• Tools for promoting good governance:

  • Social Audit: Community monitoring of government programs

  • Separation of Powers: Constitutional checks and balances

  • Citizen's Charter: Service commitment documents

  • Right to Information: Legal access to government information

  • Additional tools: Public hearings, e-governance, performance measurement

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16. What is/are the shortcomings of Citizen's Charter's in Nepal?

1. Lack of Public Awareness

2. Inadequate Publicity

3. Complicated rules and Procedures

4. All of Above

Show me the answer

Answer: 4. All of Above

Explanation:

• Challenges in Nepal's Citizen's Charter implementation:

  • Awareness issues: Limited citizen knowledge about charters

  • Publicity gaps: Insufficient promotion of charter provisions

  • Procedural complexity: Bureaucratic processes hinder access

  • Additional challenges:

    • Weak enforcement mechanisms

    • Limited compensation claims

    • Variable implementation across offices

    • Inadequate monitoring and evaluation

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17. The provision for citizen charter in public office is mentioned in? (PSC, 2080)

1. Civil Service Act-2049

2. Compensation Management Directive-2065

3. Civil Service Regulation-2065

4. Good Governance Act-2064

Show me the answer

Answer: 4. Good Governance Act-2064

Explanation:

• Legal basis for Citizen's Charter in Nepal:

  • Primary law: Good Governance (Management and Operation) Act, 2064 BS

  • Specific section: Section 25

  • Key provisions:

    • Mandatory charter for all public offices

    • Required charter elements specified

    • Display and accessibility requirements

    • Monitoring and compliance mechanisms

  • Supporting documents: Various directives and regulations

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18. Which of the following is/are the principles of Citizen's Charter?

1. Participative

2. Transparency

3. Standard

4. All of above

Show me the answer

Answer: 4. All of above

Explanation:

• Key principles of Citizen's Charters:

  • Participative: Involving citizens in service design

  • Transparency: Openness about services and standards

  • Standards: Clear quality and timeliness benchmarks

  • Additional principles:

    • Accountability for service delivery

    • Non-discrimination in access

    • Continuous improvement

    • Customer focus

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19. Which of the following element(s) ensure the access to information and transparency?

1. Citizen's Charter's

2. Public hearing

3. Mobile service delivery

4. All of above

Show me the answer

Answer: 4. All of above

Explanation:

• Mechanisms promoting information access:

  • Citizen's Charter: Publishes service standards and processes

  • Public Hearings: Open forums for information exchange

  • Mobile Services: Digital access to information and services

  • Additional mechanisms:

    • Right to Information Act implementation

    • Online information portals

    • Social media engagement

    • Proactive disclosure policies

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20. Citizen Charters includes

1. Description of service provided

2. Cost of service

3. Process to be followed

4. All of above

Show me the answer

Answer: 4. All of above

Explanation:

• Comprehensive contents of Citizen's Charters:

  • Service description: Types and scope of services

  • Cost information: Fees, charges, and payment methods

  • Process details: Steps for accessing services

  • Additional elements:

    • Timelines for service delivery

    • Required documents

    • Grievance procedures

    • Contact information

    • Compensation provisions

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21. What is/are the main aspects of good Governance?

1. Accountability

2. Impunity

3. Transparency

4. Taxation

5. 1 and 3 only

6. 2 and 3 only

7. 1 and 4 only

8. 1 and 2 only

Show me the answer

Answer: 1. 1 and 3 only

Explanation:

• Core aspects of good governance:

  • Accountability: Answerability for actions and decisions

  • Transparency: Openness in processes and information

  • Additional aspects (not in options):

    • Rule of law

    • Participation

    • Responsiveness

    • Effectiveness and efficiency

  • Not aspects:

    • Impunity (opposite of accountability)

    • Taxation (revenue mechanism, not governance aspect)

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22. Which of the following is not a component of good governance?

1. Sovereignty

2. Rule of Law

3. Legitimacy

4. Accountability

Show me the answer

Answer: 1. Sovereignty

Explanation:

• Components of good governance include:

  • Rule of Law: Legal framework and enforcement

  • Legitimacy: Public acceptance of authority

  • Accountability: Responsibility for actions

  • Not components:

    • Sovereignty (political concept of state authority)

    • Additional non-components: Impunity, corruption, discrimination

  • Other components: Transparency, participation, responsiveness, equity

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23. Which of the following is/are the Major element(s) of the Citizen's Charter of Nepal?

1. Nodal person

2. Responsible authority

3. Time frame

4. All of above

Show me the answer

Answer: 4. All of above

Explanation:

• Major elements in Nepal's Citizen's Charters:

  • Nodal Person: Designated contact officer

  • Responsible Authority: Office/agency providing service

  • Time Frame: Service delivery deadlines

  • Additional elements:

    • Service description

    • Required documents

    • Fees and charges

    • Grievance mechanisms

    • Compensation provisions

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24. From which institution the concept of good governance has developed?

1. International Monetary Fund (IMF)

2. World Bank (WB)

3. United Nations Development Fund (UNDF)

4. European Union (EU)

Show me the answer

Answer: 2. World Bank (WB)

Explanation:

• Origin of modern good governance concept:

  • Institution: World Bank

  • Year: 1992 AD report "Governance and Development"

  • Context: Structural adjustment programs in developing countries

  • Key aspects introduced:

    • Accountability

    • Transparency

    • Predictability

    • Participation

  • Later adoption: Expanded by UNDP, IMF, and other institutions

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25. What is called for the public service charter of Australia?

1. Citizen's Charter

2. Service Charter

3. Public service Charter

4. Client Charter

Show me the answer

Answer: 2. Service Charter

Explanation:

• Australia's public service commitment framework:

  • Name: Service Charter

  • Framework: Australian Public Service (APS) Values and Code of Conduct

  • Key features:

    • Service standards and commitments

    • Feedback mechanisms

    • Continuous improvement focus

  • Implementation: Across federal government departments

  • Inspiration: Adapted from UK's Citizen's Charter model

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26. Match the following and choose the correct answer.

Countries - Name of the initiative a. Belgium - 1. The Quality Charter in Public Services b. Malaysia - 2. Citizen's Charter c. India - 3. Client Charter d. Portugal - 4. Public Service User's Charter

1. a-3, b-4, c-2, d-1

2. a-4, b-3, c-2, d-1

3. a-3, b-2, c-1, d-4

4. a-1, b-3, c-2, d-4

Show me the answer

Answer: 2. a-4, b-3, c-2, d-1

Explanation:

• Country-specific charter names:

  • Belgium: Public Service User's Charter

  • Malaysia: Client Charter

  • India: Citizen's Charter

  • Portugal: The Quality Charter in Public Services

  • Note: India's Citizen's Charter initiative launched in 1997

  • Global variations: Different names reflect cultural and administrative contexts

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27. In the context of good governance what does accountability denote?

1. People's influence on their rules

2. Working in accordance with rules and regulations

3. Effective control of people on their rules

4. Public's access to decision making

5. 1 and 2

6. 3 and 4

7. 1 and 3

8. 2 and 4

Show me the answer

Answer: 4. 2 and 4

Explanation:

• Accountability in governance context:

  • 2. Rule compliance: Following established regulations and procedures

  • 4. Decision access: Transparency in decision-making processes

  • Key aspects:

    • Answerability for actions

    • Enforcement mechanisms

    • Performance measurement

  • Not denoted by:

    • 1. Influence on rulers (participation)

    • 1. Control over rulers (sovereignty aspect)

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28. Consider the following statement & choose the correct answer;

1. Citizen charter in Nepal introduced in 2056 B.S., through the program "justice for voiceless and income for indigents."

2. Citizen Charter with compensation first implemented in 2070 BS.

3. only 1

4. only 2

5. both 1 & 2

6. neither a nor b

Show me the answer

Answer: 3. both 1 & 2

Explanation:

• Historical accuracy check:

  • Statement 1: Correct

    • Year: 2056 BS (1999 AD)

    • Program: "Justice for Voiceless and Income for Indigents"

    • Pilot phase of Citizen's Charter

  • Statement 2: Correct

    • Year: 2070 BS (2013 AD)

    • Addition: Compensation provisions

    • Started: Baishakh 2, 2070

  • Conclusion: Both statements are historically accurate

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29. The concept of good governance was first raised in ______ five year plan.

1. 10th

2. 9th

3. 5th

4. 8th

Show me the answer

Answer: 2. 9th

Explanation:

• Good governance in Nepal's planning documents:

  • First mention: 9th Five Year Plan (2054-2059 BS/1997-2002 AD)

  • Context: Post-1990 democracy and development challenges

  • Key aspects introduced:

    • Transparency and accountability

    • Rule of law

    • Citizen participation

  • Subsequent plans: Strengthened in 10th, 11th, and later plans

  • Current: Integral to all development planning

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30. Which of the following article of the Constitution of Nepal mentioned the functions, duties and power of the Public Service Commission?

1. article 241

2. article 242

3. article 243

4. article 244

Show me the answer

Answer: 3. article 243

Explanation:

• Constitutional provisions for PSC:

  • Article 243: Functions, duties, and powers of Public Service Commission

  • Key responsibilities:

    • Conduct examinations for civil service

    • Make recommendations for appointments

    • Advise on service conditions

    • Monitor service delivery standards

  • Other relevant articles:

    • Article 242: Establishment and composition

    • Article 244: Additional provisions

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31. Which section of the Good Governance Act (Management & Operation Act) - 2064, has provisioned about the about charter to be maintained in governmental office (public office)?

1. 9

2. 14

3. 21

4. 25

Show me the answer

Answer: 4. 25

Explanation:

• Good Governance Act provisions:

  • Section 25: Specifically addresses Citizen's Charter

  • Key requirements:

    • Mandatory charter for public offices

    • Required charter contents

    • Display and accessibility

    • Regular updates

  • Other relevant sections:

    • Section 9: Information officer appointment

    • Section 14: Service delivery standards

    • Section 21: Grievance handling

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32. What is the main objective of Public Service Charter?

1. To provide information about service delivery to recipient

2. To help everyone

3. To manage office

4. To publish the purpose of office

Show me the answer

Answer: 1. To provide information about service delivery to recipient

Explanation:

• Primary objective of Public Service Charter:

  • Information provision: Clear details about available services

  • Specific information types:

    • Service scope and standards

    • Access procedures and requirements

    • Timelines and costs

    • Complaint mechanisms

  • Secondary objectives:

    • Improve service quality

    • Enhance accountability

    • Build public trust

    • Enable citizen participation

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33. Which among the following is are correct statement(s)?

1. The British Prime Minister John Mayor Implemented Citizen's Charter in U.K.

2. In Nepal, Concept of Citizen Charter came into practice in 2064 B.S.

3. Only 1

4. Only 2

5. both 1 & 2

6. neither 1 nor 2

Show me the answer

Answer: 1. Only 1

Explanation:

• Statement accuracy assessment:

  • Statement 1: Correct

    • PM John Major implemented Citizen's Charter in UK (1991)

  • Statement 2: Incorrect

    • Nepal introduced Citizen's Charter in 2056 BS (pilot)

    • Formal implementation: 2061 BS

    • 2064 BS is when Good Governance Act was enacted

  • Conclusion: Only statement 1 is correct

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34. Which among the Act has initiated the legal provision for the public service agencies in Nepal to have Citizens Charter's mandatory? (PSC- 2079)

1. Good Governance Act -2064

2. Service Campaign Operation Directive, 2065

3. Compensation Management Directive, 2069

4. Civil Service Act, 2049

Show me the answer

Answer: 1. Good Governance Act -2064

Explanation:

• Legal mandate for Citizen's Charter:

  • Primary legislation: Good Governance Act, 2064 BS

  • Section 25: Makes charter mandatory for public offices

  • Supporting documents:

    • Various directives provide implementation details

    • But legal requirement comes from the Act

  • Timeline:

    • Pilot: 2056 BS

    • Formal: 2061 BS

    • Legal mandate: 2064 BS

    • Compensation: 2070 BS

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35. In which articles of the Constitution of Nepal has provisioned guaranteeing good governance?

1. 48

2. 51

3. 55

4. 53

Show me the answer

Answer: 2. 51

Explanation:

• Constitutional provisions for good governance:

  • Article 51: Directive Principles, Policies, and Responsibilities

  • Specific provisions:

    • Clause (j): Efficient, competent, impartial, and transparent public service

    • Clause (k): Corruption control and good governance

  • Other relevant articles:

    • Article 27: Right to information

    • Article 48: Right to justice

    • Preamble: Commitment to competitive multi-party democratic system

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36. The first country in the world to incorporate "Right to information" is ______

1. USA

2. Nepal

3. Finland

4. Sweden

Show me the answer

Answer: 4. Sweden

Explanation:

• Historical development of RTI:

  • First country: Sweden (1766)

  • Law: Freedom of the Press Act

  • Key feature: Public access to official documents

  • Global adoption:

    • Finland (1951)

    • USA (1966)

    • Nepal (2064 BS/2007 AD)

  • Current status: Over 100 countries have RTI laws

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37. Which is the first country in SAARC region to incorporate "Right to Information"?

1. Bhutan

2. Maldives

3. Nepal

4. Sri Lanka

Show me the answer

Answer: 3. Nepal

Explanation:

• SAARC region RTI adoption:

  • First: Nepal (2064 BS/2007 AD)

  • Law: Right to Information Act, 2064 BS

  • Constitutional basis: Article 27

  • Other SAARC countries:

    • India (2005)

    • Pakistan (2002, strengthened 2017)

    • Bangladesh (2009)

    • Sri Lanka (2016)

    • Maldives (2014)

    • Bhutan (2007, but weaker provisions)

    • Afghanistan (2014)

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38. 'Right to information' is provisioned in Article ______ of the Constitution of Nepal.

1. 46

2. 27

3. 21

4. 29

Show me the answer

Answer: 2. 27

Explanation:

• Constitutional right to information:

  • Article 27: Right to Information

  • Key provisions:

    • Every citizen has right to seek and receive information

    • Information must be provided within specified timeframe

    • Certain restrictions for privacy and national security

  • Supporting legislation: Right to Information Act, 2064 BS

  • Implementation: Information officers in all public bodies

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39. According to Good Governance Act-2064, what is/are the provision of Citizen's Charters to be maintained in public offices?

1. Estimated time for delivery the service

2. Amount of compensation

3. Particulars of the fees to be charged

4. All of above

Show me the answer

Answer: 4. All of above

Explanation:

• Good Governance Act requirements for charters:

  • Section 25 specifications:

    • Service timelines and standards

    • Fee structures and payment methods

    • Compensation provisions for delays

    • Grievance mechanisms

    • Contact information

  • Additional requirements:

    • Clear language and format

    • Prominent display

    • Regular updates

    • Accessibility for all citizens

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40. The consideration about provision for public service charter is made on which act?

1. Right to Information Act-2064

2. Good Governance Act-2064

3. Civil Service Act-2049

4. All of the above

Show me the answer

Answer: 4. All of the above

Explanation:

• Integrated legal framework for service charters:

  • Good Governance Act-2064: Primary mandate for charters

  • Right to Information Act-2064: Supports transparency in charters

  • Civil Service Act-2049: Governs service delivery by civil servants

  • Complementary framework:

    • Various directives and regulations

    • Constitutional provisions

    • Sector-specific legislation

  • Holistic approach: All acts contribute to effective charter implementation

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This completes all 40 questions with detailed explanations for the Citizen's Charter and Good Governance MCQs.