Pakistan Citizen Portal: PM takes strong exception to lukewarm response in addressing complaints

Prime Minister Imran Khan has taken strong exception to lukewarm bureaucratic response in addressing general public complaints lodged at Pakistan Citizen Portal during the last one year and constituted committees with direction to submit performance evaluation report of targeted officer within one month to the Prime Minister Office.

According to Prime Minister's Office, (i) complaints have neither been handled as per laid down criteria nor appropriately decided/addressed as majority of the complaints were dropped on wrong plea; (ii) unnecessary time was wasted for submission of just a response to the citizen; (iii) no cogent reason/ explanation /proof was given to the complainants as to why relief could not be provided; (iv) no reopening of complaint at supervisory level was reported especially those of negative feedback; (v) and misleading statements were made for resolution of complaints, etc.

The Prime Minister's Delivery Unit (PMDU) has been asked to share evaluation reports with concerned ministry and division and apprise them of the situation hereunder. The PMDU has been further directed to share the list of sample target as well as format of the report for performance evaluation to be conducted by the concerned ministries and divisions. All the ministries and divisions have been directed by the PMDU to conduct performance evaluation of all the targeted officers on the desired lines.

All ministries and departments have been directed to constitute five-member committees to conduct performance evaluation and submit their reports within thirty days.

The committees headed by joint secretary/grade-20 officers would be required to submit report after the evaluation of deployed officers along with pointing out misconduct in all reports on Citizen Portal including resolved and pending complaints with identification of those responsible for the good and bad performance. A letter has been sent to all the ministries and provincial departments to this effect.

Copyright Business Recorder, 2019