PM takes notice of delay in Pak Citizen Portal’s complaints

ISLAMABAD: Prime Minister Imran Khan has taken notice of the mishandling and delayed response on the complaints registered on the Pakistan Citizen Portal.

The prime minister directed all the ministries to form a dedicated committee to evaluate the performance of the concerned officers regarding the same issue.

The dedicated committee which will be made upon the prime minister’s order would comprise a joint secretary who will also be the chairman, administrative focal person of the ministry or division, technical focal person, focal person of attached departments and any co-opted member.

The body will identify the officers responsible for poor performance and also those doing the best.

Besides taking corrective measures in complaints identified with improper handling or resolution, the committee will also point out the success stories of the portal.

The ministries and divisions have been given 30 days to furnish the evaluation report.

The committee will conduct a performance evaluation of the assigned or selected officers and identify the loopholes in the sample complaints handled, resolved, or dropped so far.

According to a letter issued to officers by the Prime Minister’s Office, a performance evaluation of a few officers showed that the complaints were neither handled according to the instructions nor were they decided at an appropriate level.

The letter added, “It was evident from the quality of response to the citizens that the system was left in the hands of subordinates and the majority of the decisions were made by them.”

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The prime minister office pointed out that despite the stress on the provision of proof to the citizens regarding the resolution, many resolved complaints were found devoid of it.

The complaints were dropped on wrong pleas and many others were decided at the irrelevant or unauthorized level.

In the evaluation, it was also found that a citizen was told that he had been granted relief or partial relief but the factual position was different besides the misleading statements made regarding the resolution.