Prime Minister Imran Khan directed his Delivery Unit (PMDU) to linkup all complaint systems of the federal government departments with Pakistan Citizen Portal. He asked the PMDU to complete the process within 60 days to determine modalities in consultation with all concerned organizations and chalk-out integration plans.
Currently a number of complaint cells are operational both manual and based on Information and Communication Technology under the federal government’s organizations, The PM’s directive in is line with the dire need to have a universal system with multi-faced integration and connectivity features.
The step will achieve a number of goals pertaining to an effective grievance redressal regime. The PCP is the most vibrant complaint resolution system in the country.
The Pakistan Citizen Portal is operational under the umbrella of PMDU since October 2018. During the last 2 years, 28 million people have registered 115,000 complaints per month on the system with 2.3 million complaints lodged.
An impressive raft of public complaints, i.e, 2.2 million has been resolved with 40% confirmed satisfaction, The purpose of the process is to achieve the most desirable goal of the present government to promote social accountability, empower the citizens and improve service delivery.
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