ISLAMABAD: The cabinet has been informed that the federal government is leading provincial governments in repairing complaints from citizens received in the Prime Minister's Citizen Portal of Pakistan.
The cabinet was recently informed that so far 1,173 million users had registered on the portal with 100,300 internal users, 103,000 Pakistanis abroad and 4,000 foreigners. Data from the provinces reflects 568,000 users from Punjab, 284,000 from Khyber Pakhtunkhwa, 137,000 from Sindh, 35,000 from Islamabad, 12,000 from Baluchistan, 7,000 from Azad Jammu and Kashmir and 1,000 from Gilgit-Baltistan are registered on the portal.
According to the report submitted to the cabinet, the federal government had resolved 509,153 of 553,125 complaints. In Punjab, 392,292 complaints were resolved with a repair rate of 88{7be40b84a6a43fc4fae13304fce9a2695859798abfc41afd127b9f8b21c5f9c5}. Khyber Pakhtunkhwa secured 87pc on the scorecard by resolving 100,635 of 116,050 complaints. In Islamabad, 9,909 complaints of 11,137 were resolved. The Balochistan government resolved 6,166 complaints of 7,782, ensuring a repair rate of 79pc. However, the Sindh government lagged behind all other governments with a repair rate of only 40 pieces and could only resolve 38,268 of 95,894 complaints.
The cabinet was informed that of the 37,029 complaints that had been pending for more than 90 days, 84 complaints belonged to the Sindh government.
It was said that, based on the nature and comments received from citizens, several political initiatives were taken to facilitate them. These policy initiatives include, among others, the application of standard operating procedures to facilitate people with missing fingerprints, the exemption of taxes paid to Pakistanis abroad, the payment of pending stipends to more than 29,000 interns who were hired by the previous government but they did not receive their stipend, and facilitation of women and people with disabilities.
It was reported that, based on complaints, strict measures were taken and senior officers were imprisoned for breach of duty.
Several success stories in which citizens received help were also shared with the cabinet. These included the provision of assistance to citizens in cases of lack of cooperation by government officials and offices, actions against the high presidency of police officers, recovery of the kidnapped, blackmail, action against police officers who had conspired with the culprits involved in the rape of a girl, bringing back a Pakistani citizen who was trapped in Saudi Arabia due to the bankruptcy of a company.
The cabinet was informed that efforts were being made to institutionalize the system and create greater awareness among people about the installation. Efforts were also made to stop misuse, blackmail and bad faith through the implementation of the Citizen Responsibility Index.
Prime Minister Imran Khan and cabinet members appreciated the performance of the Pakistan Citizen Portal.
Posted on Dawn, October 3, 2019
Source: https://www.dawn.com/news/1508716/over-05m-complaints-resolved-through-citizen-portal