Pakistan High Commission here has turned into reality the concept of One Window Operation by opening a new visa and passport section to provide consular services which had met a long-standing complaint of British Pakistanis that they had to shuttle from one section to the other for getting the facilities.
The new visa and passport section opened a few days back, had the latest photo machine, photo copier, bank to deposit money, staff at hand to have a look at your documents, all at one place which had saved a lot of hassle to the community.
Besides it has a dedicated staff who was seen working even during the lunch break on Tuesday to serve the community by issuing them visa and passports. The visitors collect their ticket from an automated machine and wait for their turn when their ticket numbers is displayed at a screen to be served.
The visa section was handling 200 to 250 applications daily but the rush was picking up with every passing day as overseas Pakistanis were planning to visits Pakistan to celebrate Eid after the holy month of Ramazan expected to begin on October 15. It will be issuing 400 to 500 visa daily during peak days before Eid.
A cross section of British Pakistanis talking to APP in the visa section on Tuesday appreciated its opening as it had latest facilities but they called for more improvement in the consular services to cater to their needs.
The community has a mixed reaction but all were happy by the clean, tidy environment but called for deployment of more staff to cut the waiting time. The women particularly praised the separate counter for women and senior citizens in visa section.
Nasir Ahmed said One Window Operation was very useful as now one did not have to go from one section to another. Moreover one did not have to come again for collecting the documents and could get the visa and passports provided the forms are duly filled.
A staff member scrutinising the forms on the occasion appealed to the community to do three things fill the form with capital letters, bring with them photo copies of their passports in case of dual nationality and not bring passports of others as they themselves were supposed to be present in person.
Ehsan Raja waiting for renewal of his passport said "I am a hit impressed quite honestly," but suggested that there needed to be a Board containing romp let information about visa and passports for those stepping in the visa section so they did not have to enquire from any one.
Mohammed Javed from Suurey waiting for passport of his daughter said the consular services had improved a lot as compared to past as the staff was co-operative and helpful but they should be polite particularly those at the reception desk.
Javed said "the credit goes to Dr Maleeha" who was making the difference since her assumption a year ago. Maleeha had promised the community to improve the consular services after getting their feedback and continued to engage within this regard and also galvanise it to work for improving image of the country.
Ashraf Javed of Milton Keyns complained that it was very difficult to get any information on telephone because if this was ensured it could restore confidence of the community.
He said had he been able to get complete information on telephone, he would not have come personally as he would have sent his documents by post. This would have saved him time and 50 Sterling Pounds.
Mansoor Ahmed from Wembley also complained that those attending the calls in visa section did not give needed information and he suggested that they should also talk to Urdu to those not fluent in English as was the case in old generation.
Meanwhile in a clear departure from the traditional way of providing consular services it were under instructions from Maleeha that High Commission started special surgeries across the UK to take the facility to the door steps of expatriates.
During her short period of one year she had launched a very useful 20-page booklet Pakistan to address the frequent and recurrent queries of overseas Pakistan regarding National Identity Cards for Overseas Pakistanis, visa, passport and baggage rules.
She has reduced the visa fee, began emergency visa service at wee ends set up weekly and daily help line, established separate counter "for senior citizens and women in the consular sections and made available legal guidance and information on legal assistance.