Nirbhigna-From भीड To भरोसा (Preliminary Draft)

Nirbighna-From भीड To भरोसा
“One Visit. One Token. Total Solution”
BY
Shreya Baniya
7-2-2-184-2022
15234/22
&
Rishab Acharya
7-2-2-723-2022
15220/22
Mechi Multiple Campus
A Project Preliminary Draft Submitted to
Faculty of Management, Tribhuvan University
in partial fulfilment of the requirements for the degree of
Bachelor of Information Management (BIM)
Bhadrapur
December, 2025

Table of Contents
1. Introduction ................................................................................................................. 1
1.1 Background of the Project:........................................................................................ 1
1.2 Problem Statement.............................................................................................. 1
1.3 Objectives ........................................................................................................... 2
1.4 Review of Related Work and Literature ............................................................. 2
1.5 Development Methodology ................................................................................ 3
a. Requirement Analysis......................................................................................... 3
b. System Design .................................................................................................... 4
c. Implementation (Development).......................................................................... 4
d. Testing................................................................................................................. 4
e. Deployment......................................................................................................... 4
f. Maintenance........................................................................................................ 4
1.6 Scope and Limitations......................................................................................... 4
1.7 Report Organizations .......................................................................................... 6
a. Introduction:........................................................................................................ 6
b. System Development Process:............................................................................ 6
c. Conclusion and Recommendation: ..................................................................... 7
d. References:.......................................................................................................... 7
2. System Development Process...................................................................................... 7
2.1 Analysis..................................................................................................................... 7
2.1.1 Requirement Analysis......................................................................................... 8
2.1.2 Feasibility Study............................................................................................... 11
2.1.3 Object-Oriented Modelling............................................................................... 14
2.2 Design...................................................................................................................... 18
2.2.1 User Interface Design ................................................................................... 18
2.2.2 Object Oriented Design................................................................................. 19
2.3 Implementations...................................................................................................... 21
2.3.1 Tools and Technology Used:............................................................................ 21
2.3.2 Module Description.......................................................................................... 21
2.3.3 Testing .............................................................................................................. 23
3. Conclusion and Recommendation............................................................................. 24

3.1 Summary........................................................................................................... 24
3.2 Conclusion ........................................................................................................ 24
3.3 Recommendations............................................................................................. 25
Reference .......................................................................................................................... 26
List of Figures
Figure 1.1 WaterFall Model............................................................................................. 3
Figure 2.1 Use case Diagram............................................................................................ 9
Figure 2.2 Gantt Chart................................................................................................... 14
Figure 2.3 Class Diagram............................................................................................... 15
Figure 2.4 Object Diagram............................................................................................. 16
Figure 2.5 Sequence Diagram ........................................................................................ 17
List of Table
Table A: Technical Feasibility....................................................................................... 11
Table B: Operational Feasibility ................................................................................... 12
Table C: Economic Feasibility....................................................................................... 13
Table D: Tools & Technology........................................................................................ 21

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1. Introduction
1.1 Background of the Project:
Public offices across Nepal serve as crucial access points for citizens to obtain a wide range
of government services, including registration, certification, taxation, and coordination of
development programs. Traditionally, these services are delivered through manual, walk-
in-based systems. Such practices often lead to overcrowding, long waiting times,
inefficiencies, and inconvenience for service seekers.
One of the major challenges faced by public offices is the absence of a structured and
transparent queue management system. Citizens frequently lack clear information
regarding service procedures, required documents, officer availability, and expected
waiting times. As a result, many individuals are forced to make multiple visits to the same
office, leading to frustration, loss of time, and reduced trust in public service delivery
mechanisms.
To address these challenges, this project proposes the development of “Nirbighna – From
भीड To भरोसा”, a digital queue management system aimed at enhancing service efficiency,
transparency, and citizen satisfaction in public offices. The system seeks to digitize the
token and queue process, ensuring orderly service flow and improved communication
between citizens and service providers.
Although the proposed system is designed to be generic and applicable to various public
service offices, the initial development and modeling will focus on public service offices
as a practical implementation example. The system is designed to guide citizens digitally
by providing comprehensive information including required documents, officer schedules,
service timings, and real-time queue status so that citizens can complete their services in a
single visit. By doing so, the project aims to transform public service delivery from
congestion and uncertainty (भीड) to trust and reliability (भरोसा).
1.2 Problem Statement
In an ideal public service environment, citizens should be able to access government
services efficiently through a well-organized queue management system. This system
would enable users to book service tokens online with assigned time slots, receive clear
information on required documents, designated office rooms, and responsible officers.
Furthermore, citizens would be informed in advance of any officer absences or changes,
allowing them to adjust their visits accordingly. Such transparency and convenience would
minimize overcrowding, reduce waiting times, and ensure a smooth service experience.
This system would also help public servants manage workflows more effectively,
promoting accountability and responsive governance.
However, most public offices in Nepal operate using manual queue systems, resulting in
inefficiencies. Citizens face long, unorganized queues and often lack proper information
on required documentation and procedural steps. Officer absences and changes are not

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communicated ahead of time, causing wasted trips and increased frustration. The absence
of an online queue management system leads to overcrowded service centres, reduced
transparency, and a decline in public trust. These issues hinder productivity and negatively
impact the overall quality of public service delivery.
1.3 Objectives
• To develop a digital queue management system with online token booking, officer
details, and adaptive document checklists for public service delivery.
• To improve service efficiency and public experience through real-time updates,
optimized scheduling, and transparent process flow.
1.4 Review of Related Work and Literature
Digital queue management systems have been increasingly recognized for their ability to
improve public service delivery by reducing wait times and enhancing user satisfaction.
Kumar and Verma (2017) emphasize that addressing digital literacy barriers through
inclusive and accessible interface designs is essential for the success of such systems,
especially in diverse populations. Singh and Rajput (2018) report a global average
reduction of 30% in wait times after implementing digital queue management solutions,
demonstrating significant operational benefits. Vaidya and Yadav (2019) highlight the role
of smart queue systems with real-time notifications and tokenization in minimizing
physical overcrowding and streamlining service flow.
Locally, Acharya (2020) underlines the positive impact of integrating Information and
Communication Technology (ICT) into Nepalese local governance, noting improvements
in transparency and service efficiency. However, Sharma and Singh (2021) identify
persistent challenges such as officer absenteeism and unclear procedural guidance,
advocating for integrated personnel availability tracking and document checklist features
to address these gaps effectively. Shrestha (2022) further emphasizes the urgent need for
digital queue systems in Nepalese public offices, where manual processes still prevail,
causing inefficiencies and public dissatisfaction.
Additional studies further validate these findings. Bidari et al. (2021) found that structured
queue systems in healthcare settings significantly improved user satisfaction and reduced
waiting times. Similarly, Ala et al. (2022) demonstrated that combining appointment
scheduling with priority rules can effectively handle unpredictable arrivals, which is a
common challenge in municipal service centers.
Research on digital governance initiatives underscores the relevance of such systems in
Nepal. Reports from the World Bank (2023) and the Ministry of Federal Affairs and
General Administration (MoFAGA, 2023) emphasize the importance of digitizing
government-to-citizen (G2C) services and improving service foundations for digital
government. Local studies such as Rai (2024) and Sharma and Singh (2021) also highlight
gaps in municipal service delivery, including a lack of transparency and unpredictable
officer availability—issues that Nirbighna aims to address.

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Priority-aware scheduling has also been examined by multiple researchers. Guo et al.
(2019) and Moura et al. (2025) show that priority handling in queue systems can
significantly improve fairness and service equity without excessively delaying other users.
This supports Nirbighna’s proposed design, which leverages a min-heap–based scheduler
to handle senior citizens, persons with disabilities, and other priority cases while
maintaining fairness for all.
Collectively, these studies highlight the importance and potential of developing a
Nirbighna–From भीड To भरोसा system tailored to Nepal’s public service sector. The proposed
system aligns with proven global practices while addressing local challenges, ensuring
inclusivity, transparency, and effective service delivery.
1.5 Development Methodology
The development of the project “Nirbighna” follows the Waterfall Model, which is a
systematic and sequential software development methodology. In this approach, the entire
development process is divided into clearly defined phases, and each phase is completed
before moving on to the next. The Waterfall model is suitable for the Nirbighna project as
the requirements were well-defined and the project objectives were clearly understood at
the beginning of development.
The following phases were followed during the development of the Nirbighna project:
a. Requirement Analysis
In this phase, all the functional and non-functional requirements of the Nirbighna
system were collected and analyzed. The scope, objectives, and expected
outcomes of the project were clearly defined to ensure a proper understanding of
the system requirements.
Figure 1.1 WaterFall Model

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b. System Design
Based on the analyzed requirements, the overall system architecture of Nirbighna
was designed. This phase included database design, system flow design, and user
interface design to define how the system would function and interact with users.
c. Implementation (Development)
During the implementation phase, the actual development of the Nirbighna system
was carried out. The system was coded using appropriate programming languages,
frameworks, and tools according to the design specifications prepared in the
previous phase.
d. Testing
After implementation, the Nirbighna system was thoroughly tested to identify and
resolve any errors or issues. Various test cases were executed to verify that the
system functions correctly and meets all specified requirements.
e. Deployment
Once the testing phase was completed successfully, the Nirbighna application was
deployed in the target environment, making it accessible to users.
f. Maintenance
Post-deployment, maintenance activities are performed as required. This includes
bug fixing, performance optimization, and minor updates to ensure the smooth
functioning of the Nirbighna system.
The Waterfall model ensures a structured development process for the Nirbighna project,
provides proper documentation at every stage, and simplifies project planning and
management.
1.6 Scope and Limitations
The scope of the project is to design and develop a digital queue management system aimed
at improving public service delivery in Nepalese public offices, with an initial
implementation focus on public service offices. The system seeks to replace traditional
manual queue systems with an efficient, transparent, and citizen-centric digital solution.
The scope of the project includes:
• Development of a web-based application using Python and the Django framework
• Implementation of online token booking with predefined time slots

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• Display of officer availability, room information, and service schedules
• Provision of dynamic document checklists based on selected services
• Queue prioritization for special cases such as senior citizens and persons with
disabilities
• Real-time notifications for officer absences or schedule changes
• Automated token generation, sorting, and clearance mechanisms
• Administrative monitoring of queues, services, and staff availability
• Secure data handling using Django’s authentication and validation features
• Alignment with digital governance and e-government initiatives in Nepal
Although the system is designed to be generic and adaptable for all public service offices,
the current scope limits detailed modelling and testing to municipal service environments
as a practical case study.
The limitations of the project include:
Despite addressing key challenges in public service delivery, the Nirbighna project has
certain limitations, as identified from its design, methodology, and implementation
boundaries.
• The system is limited to a web-based platform and does not include a dedicated
mobile application
• Real-time communication features (SMS/IVR) are dependent on third-party
services and may be limited in actual deployment
• The project is developed following the Waterfall model, which restricts flexibility
for frequent requirement changes
• Large-scale deployment across all government offices is outside the current project
scope
• Advanced scalability and load balancing for high user traffic are not fully
implemented
• Security mechanisms are adequate for academic and prototype use but may require
further hardening for nationwide production deployment

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• The system depends on stable internet connectivity, which may not be available in
all regions of Nepal
• Integration with existing government legacy systems is not included
• Language support is limited and may require further enhancement for broader
inclusivity
These limitations highlight areas for future enhancement, including mobile support, higher
scalability, deeper system integration, and expanded security measures.
1.7 Report Organizations
This report is systematically structured to provide a comprehensive understanding of the
project, its development process, and the outcomes. The organization of the report is
designed to guide the reader logically from the conceptualization of the project to its
practical implementation and final evaluation. Each chapter serves a specific purpose,
ensuring clarity, coherence, and a detailed presentation of the work undertaken. The
chapters are organized as follows:
a. Introduction:
The first chapter lays the foundation for the entire project. It provides a detailed overview
of the project, introducing the reader to the context and significance of the work. This
chapter includes the background, which explains the motivation behind the project and the
current situation or problem that necessitated its development. The problem statement
clearly defines the issues or gaps that the project aims to address. Following this, the
objectives outline the specific goals the project seeks to achieve, both in terms of
functionality and practical benefits. The literature review presents an analysis of previous
work, studies, and existing systems related to the project, highlighting the innovations or
improvements introduced by the current work. The methodology section describes the
approach, techniques, and tools employed for project development, providing justification
for the chosen methods. Finally, this chapter discusses the scope, emphasizing the extent
and limitations of the project, and identifies any constraints or challenges that may impact
the system’s performance. This chapter serves as a roadmap for understanding the project’s
purpose, significance, and planned execution.
b. System Development Process:
The second chapter focuses on the technical development of the system. It provides a step-
by-step account of the entire system development lifecycle (SDLC), including requirement
analysis, system design, implementation, and testing. In the analysis section, the project’s
functional and non-functional requirements are identified and documented. The design
section elaborates on system architecture, data models, user interface design, and any
algorithms or workflows used. The implementation section details how the system was

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built, including technologies, programming languages, frameworks, and libraries utilized.
The testing section discusses the strategies employed to ensure system reliability,
efficiency, and correctness, highlighting the results of unit testing, integration testing, and
user acceptance testing. This chapter provides technical insights into how the conceptual
design was transformed into a fully functioning system.
c. Conclusion and Recommendation:
The final chapter presents a comprehensive summary of the project outcomes and
achievements. It highlights the key findings, evaluates whether the objectives were met,
and discusses the system’s performance in practical terms. Additionally, this chapter
provides recommendations for future improvements, potential enhancements, or
extensions that could further optimize system functionality. It emphasizes lessons learned
during development and offers suggestions for scaling, maintaining, or adapting the system
for broader applications.
d. References:
The report concludes with a detailed list of all books, research papers, journals, online
sources, and other materials consulted throughout the project. Proper referencing ensures
academic integrity and allows readers to trace the sources of information or methodologies
used during the project.
Overall, the structured organization of this report ensures that readers can follow the project
from conceptualization to implementation and evaluation, providing a clear, detailed, and
logical presentation of all aspects of the work.
2. System Development Process
2.1 Analysis
The analysis phase is a critical step in developing the Nirbighna system, as it lays the
foundation for designing a robust, user-centric, and efficient digital queue management
solution. This phase focuses on understanding the existing challenges in Nepalese public
service offices, identifying the precise requirements of all stakeholders, and evaluating the
feasibility of implementing a technological solution to improve service delivery.

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2.1.1 Requirement Analysis
Public offices in Nepal currently operate largely on manual queue systems, leading to long
waiting times, citizen frustration, and inefficiencies in workflow management. The first
step in requirement analysis was conducting field observations and stakeholder interviews
across multiple public service offices. These investigations revealed that citizens often lack
clear guidance on:
• The specific documents required for various services.
• The responsible officers and their availability.
• Expected waiting times and service schedules.
Similarly, officers and administrators reported difficulties in managing walk-in queues,
tracking absences, and maintaining an orderly service flow.
Based on these observations, the following functional and non-functional requirements
were defined for the Nirbighna system:
a. Functional Requirements:
• Online Token Booking: Citizens can select a service, pick a date, and reserve a
time slot.
• Officer Availability Tracking: The system must dynamically reflect officer
schedules and notify users in case of absences.
• Dynamic Document Checklist: Generate a checklist tailored to the selected
service, ensuring citizens are prepared.
• Notification System: Automatic alerts via SMS, email, or in-app notifications for
token confirmation, cancellations, or updates.

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• Administrative Dashboard: For real-time monitoring of queues, token status, and
officer performance. It helps to understand what features the system must offer and
who performs them.
b. Non-Functional Requirements:
• Scalability: The system should handle simultaneous bookings without
performance degradation.
Figure 2.1 Use case Diagram

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• Security: Citizen data and sensitive service information must be protected using
Django’s built-in authentication, session management, and CSRF protection.
• Usability: Bilingual support (Nepali and English) with a responsive interface
accessible on desktop and mobile devices.
• Reliability: Continuous uptime, with automatic handling of token clearance and
exception cases such as overlapping bookings.

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2.1.2 Feasibility Study
After defining the requirements, a comprehensive feasibility study was conducted to ensure
that the proposed system could be implemented effectively. The study was divided into
three categories:
a. Technical Feasibility:
The system leverages Python and Django, which offer modular development, MVC
architecture, and seamless database integration through ORM. MySQL was chosen for its
reliability, ability to handle relational data, and support for object-oriented design models.
Frontend technologies (HTML5, CSS3, JavaScript, Bootstrap) ensure responsive, user-
friendly interfaces.
Table A: Technical Feasibility
Aspect Description Justification
Programming Language Python High-level, versatile, and
widely used for web
development; supports
modular and maintainable
code.
Framework Django MVC architecture, ORM
for database integration,
secure and scalable; reduces
development time.
Database MySQL Reliable relational
database, supports object-
oriented models, handles
complex queries efficiently.
Frontend Technologies HTML5, CSS3, JavaScript,
Bootstrap
Ensures responsive,
interactive, and user-
friendly interface for
multiple devices.
Security Django built-in features +
MySQL
Protects data integrity,
provides authentication,
and reduces vulnerabilities.

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b. Operational Feasibility:
Urban public offices in Nepal already have basic computing infrastructure and internet
connectivity, making the adoption of a digital token system practical. Additionally, citizens
are increasingly familiar with smartphones and web applications, allowing smooth system
usage.
Table B: Operational Feasibility
Aspects Description Justification
Infrastructure Existing computers and
internet in public offices
No significant hardware
investment needed; system
can be deployed
immediately.
User Adaptability Citizens familiar with
smartphones and web apps
Ensures smooth adoption
and interaction with the
system.
Staff Training Minimal required Simple and intuitive
interface reduces learning
curve and operational
errors.
Process Integration Fits existing workflows Token management
digitization complements
current public office
operations.

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c. Economic Feasibility:
Implementing the Nirbighna system reduces manual workload, minimizes errors in token
management, and decreases wasted citizen visits. This translates into cost savings, more
efficient staff allocation, and improved citizen satisfaction. The long-term return on
investment justifies the development costs, as the system promotes efficiency and trust in
public services.
Table C: Economic Feasibility
d. Schedule Feasibility
The Nirbighna – From भीड़ To भरोसा project is planned to be completed in 90 days from July
25, 2025, to October 29, 2025. The project follows an Object-Oriented SDLC approach
with sequential phases including requirement analysis, system design, implementation,
testing, and deployment. Each module, such as token management, dynamic document
checklist, and notifications, is developed and tested in parallel where possible to optimize
time. Adequate buffer time is included for refinements and user acceptance testing. Overall,
Aspects Description Justification
Cost Savings Reduces manual workload
and paper use
Fewer errors and reduced
operational costs.
Efficiency Optimized staff allocation Improves productivity.
Scalability System can expand to other
offices
Minimal additional cost for
deployment in multiple
locations.
Maintenance Low cost due to modular
design
Easier updates and bug
fixes reduce ongoing
expenses.

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the schedule is realistic and feasible given the project scope and resources.
Figure 2.2 Gantt Chart
2.1.3 Object-Oriented Modelling
The Nirbighna system is developed using Object-Oriented Modelling (OOM) to accurately
represent real-world entities and their interactions within public service offices. Each
entity, such as User, Token, Officer, and Service, is modelled as an object with specific
attributes and methods, ensuring modularity, reusability, and maintainability. The system’s
functionality is captured through Use-Case Diagrams (showing user interactions), Class
Diagrams (defining objects and their relationships), Sequence Diagrams (depicting step-
by-step process flows), and Object Diagrams (illustrating real-time object states). This
approach aligns with Django’s MVC architecture, where models correspond to objects,
views manage processes, and templates handle the interface, making the system scalable,
robust, and easy to extend for future services. The system design of Nirbighna is
represented using Class, Object, and Sequence Diagrams to ensure clarity, proper
organization, and smooth workflow execution.

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• Class Diagram: This diagram models the main entities of the system, including
User, Token, Officer, and Service, along with their attributes and methods. It clearly
defines the relationships between classes, such as which officer handles which
service and how tokens are linked to users.
• Object Diagram: The object diagram provides a snapshot of the system at a
particular moment, showing the real-time state of objects and their connections. For
example, a booked token object is associated with a specific user, service, officer,
and required document checklist.
Figure 2.3 Class Diagram

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• Sequence Diagram: This diagram illustrates the step-by-step interactions between
objects during key processes, such as token booking or notification dispatch. It
captures the flow of messages, method calls, and responses, ensuring that each
process is executed correctly and efficiently.
Figure 2.4 Object Diagram

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Together, these diagrams provide a comprehensive visual representation of the system’s
structure and behavior, facilitating accurate implementation, testing, and future
enhancements.
Figure 2.5 Sequence Diagram

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2.2 Design
The design of “Nirbighna – From भीड़ To भरोसा” focuses on ensuring a modular, user-
friendly, and efficient system. The design incorporates User Interface (UI) design,
Database design, and Object-Oriented Design (OOD) models, all integrated using Django’s
MVC architecture and OOP principles.
2.2.1 User Interface Design
The system’s UI design emphasizes simplicity, accessibility, and ease of use. The primary
goal is to guide citizens through a digital token-based queue system with minimal effort.
→ Key Components:
1. Home Page:
• Provides a clear interface to select service types.
• Displays login/register options.
• Offers quick links for token booking or checking token status.
2. User Dashboard:
• Shows active tokens, estimated waiting times, and service status.
• Provides options to cancel or reschedule tokens.
• Sends real-time notifications for updates.
3. Admin Dashboard:
• Allows admins to add, edit, or remove services.
• Monitors real-time queue and token status.
• Generates reports for service and workflow analysis.

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4. Forms and Notifications:
• Simple and validated input forms for registration and token booking.
• Notifications (SMS/email) for token confirmation, employee absence, or
time-slot changes.
→ UI Principles Applied:
• Consistency: Uniform color schemes, fonts, and buttons.
• Accessibility: Readable fonts, color contrast, bilingual support.
• Feedback: Immediate response after actions like token booking.
• Responsiveness: Works on both desktop and mobile devices.
2.2.2 Object Oriented Design
1. Behavior Design
The behavior design of the Nirbighna system focuses on how objects and
components interact at runtime to deliver a seamless token-based queue
management experience. The system manages user interactions, token booking,
queue monitoring, and real-time notifications while ensuring operational efficiency
and transparency.
Key behavioral interactions include:
• Token Booking: Users select a service, choose an available time slot, and submit
the booking request. The system validates the slot, generates a unique token ID,
and updates the queue. Notifications are sent to users via email or SMS.
• Token Rescheduling and Cancellation: Users can reschedule or cancel booked
tokens. The system updates token status, rearranges the queue if necessary, and
sends real-time notifications to affected users.
• Admin Operations: Administrators add, edit, or remove services, monitor the
queue in real-time, and generate reports for service analysis. Notifications of
employee absences or service changes are propagated automatically to users.
• Dynamic Document Checklist Retrieval: Based on the selected service, the
system dynamically generates and presents the required document checklist to
ensure citizens come prepared.
2. Design Decisions
The following design decisions were made to ensure a robust, maintainable, and
scalable system:

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• MVC Architecture (Django): Separates Models, Views, and Templates,
simplifying maintenance and supporting future feature extensions.
• Object-Oriented Design: Core entities such as User, Admin, Token, and
Service are modeled as classes, encapsulating attributes and methods to
promote reusability and clarity.
• Dynamic Document Checklist: Implemented programmatically to reduce
repeat visits and improve service efficiency by linking document
requirements directly with services.
• Real-Time Notifications: Leveraging Django signals and APIs to provide
timely updates to users, enhancing system reliability and user satisfaction.
• Algorithmic Queue Management: Priority-aware scheduling and time-
based sorting ensure fair and efficient token allocation for all users.
• Database Design (ORM): Django ORM with MySQL enforces object-
relational consistency and reduces manual database management
complexity.
• Security Measures: Built-in authentication, session management, and
CSRF protection maintain user and service data integrity.
3. Implementation Details
The Nirbighna system is implemented using Python with Django for the
backend, ensuring rapid, secure, and modular development.
• Backend: Django handles business logic, database interactions, and user
authentication.
• Frontend: HTML5, CSS3, Bootstrap, and JavaScript deliver a responsive,
intuitive, and accessible user interface across devices.
• Database: MySQL stores structured data, accessed via Django ORM for
object-oriented consistency.
4. Workflow Implementation:
→ Users log in and request a token → system validates availability →
generates token → updates queue → sends notification.
→ Admin adds/updates services → database updated → reflected in user
dashboard in real-time.
5. Algorithms: Token generation, queue sorting, employee absence
notification, and document checklist retrieval are implemented to ensure
smooth operations.
6. Version Control: Git and GitHub are used to manage source code and
collaboration effectively.

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This design ensures that the system is ready for implementation, fully aligned
with the diagrams and analysis presented in the OOM section, and capable of
providing a scalable, maintainable, and user-friendly digital queue management
solution.
2.3 Implementations
The implementation phase of Nirbighna – From भीड़ To भरोसा focuses on translating the
analysis and design into a fully functional digital queue management system. This phase
ensures that the system is reliable, efficient, and user-friendly for citizens and
administrators alike.
2.3.1 Tools and Technology Used:
Table D: Tools & Technology
Component Technology / Tool Purpose
Backend
Framework
Python with
Django
Provides a secure, scalable, and modular web
framework; implements MVC architecture;
handles business logic and database operations.
Frontend
Technologies
HTML5, CSS3,
JavaScript,
Bootstrap
Delivers responsive, interactive, and accessible
user interfaces for both desktop and mobile
users.
Database MySQL Stores and manages relational data efficiently,
including users, tokens, services, employees,
notifications, and document checklists.
Version
Control
Git & GitHub Tracks changes in source code, supports
collaborative development, and maintains
project history.
Testing Tools Django Unit Test
Framework
Verifies the correctness and reliability of
modules, ensuring functional and non-
functional requirements are met.
Notification
Services
Twilio/SMS
Gateways
Sends SMS or automated notifications for
token confirmation, employee absence, and
schedule updates.
2.3.2 Module Description
The system is divided into multiple functional modules to ensure modularity and ease of
maintenance:

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A. User Module
• Allows citizens to register, log in, and manage profiles.
• Enables token booking, checking status, rescheduling, and cancellations.
• Sends real-time notifications about token updates.
B. Admin Module
• Allows administrators to manage services, employees, and system settings.
• Monitors queues and token status in real time.
• Generates reports for workflow analysis and service performance.
C. Service Module
• Manages the list of services offered by the public office.
• Associates each service with required documents and responsible
employees.
D. Token Module
• Handles token creation, assignment, and management.
• Implements queue sorting, conflict checks, and automatic clearance of
completed tokens.
E. Employee Module
• Tracks employee availability and assigned services.
• Sends absence notifications to affected users.
F. Notification Module
• Sends timely updates to users regarding bookings, cancellations, and
service changes.
• Supports multiple delivery methods (SMS, email, in-app).
G. Document Checklist Module
• Dynamically provides a list of documents required for each service.
• Ensures citizens are prepared and reduces repeat visits.

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2.3.3 Testing
Testing ensures that the system is functional, secure, and user-friendly.
Different types of testing applied include:
A. Unit Testing
• Individual modules such as token booking, notification, and employee
management are tested independently.
• Ensures each function behaves as expected.
B. Integration Testing
• Tests the interaction between modules, such as User → Token →
Notification.
• Ensures smooth data flow and correct communication between modules.
C. System Testing
• Full system testing is performed to verify that all features work together
correctly.
• Checks the user interface, responsiveness, and performance on multiple
devices.
D. User Acceptance Testing (UAT)
• Selected users test the system in real-world scenarios.
• Ensures the system is intuitive, efficient, and meets citizen and admin
requirements.
E. Security Testing
• Validates authentication, authorization, and data protection mechanisms.
• Checks for vulnerabilities such as CSRF, SQL injection, and improper
session handling.
The implementation of Nirbighna combines robust backend architecture,
responsive frontend design, and efficient database management to deliver a
seamless digital token-based queue system. Modular design, supported by
Django’s MVC framework, ensures maintainability and scalability, while
rigorous testing guarantees reliability and user satisfaction.

24
3. Conclusion and Recommendation
3.1 Summary
The project “Nirbighna – From भीड To भरोसा” was designed to address the common
difficulties faced by citizens while accessing services in Nepalese public offices. In many
government offices, service delivery still depends on manual queue systems where people
must physically stand in long lines without knowing how long they will need to wait or
whether the concerned officer is available. Because of this, citizens often make repeated
visits, waste productive time, and feel frustrated with public service systems.
To overcome these issues, Nirbighna introduces a digital token-based queue management
platform that allows citizens to reserve service tokens online before visiting an office. The
system provides complete information regarding service procedures, required documents,
assigned officers, and available time slots. It also sends real-time notifications to inform
users about any schedule changes or officer absences. This approach helps citizens prepare
in advance and complete their work in a single visit.
The system has been developed using Python and the Django framework, following object-
oriented principles. The design ensures modularity, security, and scalability. By digitizing
the queue and information flow, the project promotes transparency, reduces physical
congestion in offices, and improves coordination between citizens and service providers.
3.2 Conclusion
The Nirbighna system demonstrates how digital solutions can significantly improve the
efficiency and reliability of public service delivery. Instead of depending on uncertain and
overcrowded manual queues, citizens can now plan their visits based on real-time
information and confirmed token slots. This not only saves time but also reduces
unnecessary stress and confusion.
From an administrative perspective, the system helps public offices manage service flow
in a more organized manner. Administrators can track token status, monitor officer
availability, and analyze service demand patterns. This allows better allocation of staff and
resources, which ultimately leads to faster service delivery and increased accountability.
Overall, Nirbighna fulfills its intended objectives by creating a transparent, user-friendly,
and well-structured queue management system. It contributes positively toward building
citizen trust and supports the broader vision of digital governance in Nepal.

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3.3Recommendations
Although the Nirbighna system successfully addresses the major challenges of public
office queue management, several enhancements can be considered to increase its
effectiveness and reach:
1. A mobile application version can be developed to make the system more convenient
for users who rely mainly on smartphones.
2. Integration with national identification and document verification systems can help
reduce fraud and speed up service processes.
3. Smart waiting-time prediction features can be introduced using data analytics to
provide more accurate visit planning for users.
4. Multi-language support should be expanded to ensure inclusiveness for citizens
from different linguistic backgrounds.
5. Offline digital kiosks can be installed in offices to support citizens without internet
access.
6. The system can be enhanced with performance analytics and reporting tools to help
administrators make data-driven decisions.
With these improvements, Nirbighna has strong potential to become a nationwide digital
platform for managing public service queues in Nepal in a more efficient, fair, and citizen-
centered manner.

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Nirbhigna-From भीड To भरोसा (Preliminary Draft)

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