Integrated Call Centre and Gunaso System for Kathmandu Metropolitan City

1. Executive Summary

This case study documents a public-sector work order issued to Genese Business Solution Pvt. Ltd. by Kathmandu Metropolitan City (KMC), Nepal’s largest metropolitan city government. The source document is an official letter from KMC’s Information Technology Department, formally instructing Genese to proceed with the “Development and Deployment of Integrated Call Centre and Gunaso System in Kathmandu Metropolitan City,” under a signed agreement, with a fixed 90-day completion window.

As a citizen-facing grievance and call-handling system commissioned directly by a metropolitan city government, this engagement is a significant public-sector reference point for Genese, demonstrating its capability to deliver civic digital infrastructure at municipal scale.

2. Client Overview

Kathmandu Metropolitan City

Information Technology Department, Office of the Municipal Executive, Kathmandu, Bagmati Province, Nepal

Kathmandu Metropolitan City is the capital and largest city administration in Nepal. The letter presented here was issued by its Information Technology Department, the office responsible for the city’s digital service infrastructure, and is addressed directly to Genese Business Solution Pvt. Ltd., Lalitpur.

3. Background and Requirement

The source document (Letter No. IT-200, Patra Sankhya 2082/83, dated 2082/05/04 B.S., File/Chalani No. 1146) is an official work-order communication from KMC’s Information Technology Department to Genese Business Solution Pvt. Ltd. Its subject line reads “Regarding the issuance of a work order” (काय।देश दिईएको सम्बन्धमा).

The letter states that, with reference to an agreement (samjhauta) concluded between Kathmandu Metropolitan City and Genese Business Solution Pvt. Ltd. on 2082/05/04 B.S., for the consultancy-service procurement activity titled “Development and Deployment of Integrated Call Centre and Gunaso System in Kathmandu Metropolitan City,” Genese is hereby requested/issued the work order to complete the assigned work within ninety (90) days, in accordance with the terms of that agreement.

“Gunaso” is the Nepali term for a citizen complaint or grievance. An “Integrated Call Centre and Gunaso System” therefore refers to a unified platform through which Kathmandu’s residents can place calls and register grievances with the city government, with those interactions tracked and managed through a single operational system rather than fragmented, ad hoc channels.

This is a work-order/instruction letter rather than a completion certificate or performance report. It establishes the formal mandate, the contracting parties, and the delivery timeframe, but it does not itself report post-deployment statistics such as call volumes, grievances resolved, or citizen adoption — no such figures are claimed in this case study.

4. Scope of Work

Development and deployment of an Integrated Call Centre and Gunaso System for Kathmandu Metropolitan City.
Delivery carried out under a signed agreement between Kathmandu Metropolitan City and Genese Business Solution Pvt. Ltd.
Consultancy-service procurement activity, formally issued through KMC’s Information Technology Department.
Fixed completion window of 90 (ninety) days from the effective date of the agreement.
Unified handling of citizen calls and grievances (gunaso) as a single, integrated municipal service channel.

5. Document Details

Issuing authority	Kathmandu Metropolitan City — Office of the Municipal Executive, Information Technology Department
Addressee	Genese Business Solution Pvt. Ltd., Lalitpur Metropolitan City-2, Lalitpur
Letter number	Patra Sankhya (पत्र संख्या): 2082/83
Chalani (dispatch) number	IT-200
File/registration number	1146 (Dhillakhawa Faram)
Date of issue	2082/05/04 B.S.
Agreement date referenced	2082/05/04 B.S.
Subject	Karyadesh diyeko sambandhama — “Regarding the issuance of a work order”
Project title	Development and Deployment of Integrated Call Centre and Gunaso System in Kathmandu Metropolitan City
Completion window	90 days from the agreement, as stipulated in the letter
Signatory	Er. Ashok Shrestha, Chief, Information Technology Department

6. Key Facts at a Glance

Contractual delivery window

Official work-order reference

Metropolitan city client engaged

These are the verifiable facts stated directly in the source letter. No performance or adoption metrics were included in the source document, and none are claimed here.

8. Significance

This engagement is notable for two reasons. First, it is a formally documented, signed public-sector mandate from Nepal’s capital city government — issued not as an informal request but through an official numbered letter with a defined agreement date and delivery deadline. Second, the subject matter, a citizen call-centre and grievance-handling system, sits at the core of municipal digital-governance modernization, indicating that Genese was entrusted with citizen-facing infrastructure rather than purely internal or back-office tooling.

Because the source document is a work order rather than a completion report, this case study is scoped strictly to what KMC’s letter establishes: the mandate, the parties, the project title, and the 90-day delivery requirement.

9. Conclusion

The Kathmandu Metropolitan City letter provides formal, verifiable evidence that Genese Business Solution Pvt. Ltd. was issued a work order by a major Nepali metropolitan city government to develop and deploy an Integrated Call Centre and Gunaso System, under a signed agreement and a 90-day completion requirement. It stands as a credible public-sector reference point demonstrating Genese’s capability to be entrusted with citizen-facing municipal digital infrastructure.