PAKISTAN Citizen’s Portal (PCP), the largest network of registering complaints, has become fully functional in the country on the directions of Prime Minister Imran Khan. According to the Prime Minister’s Office, responsibilities have been assigned to 8,864 dashboards of officers on Citizen Portal in all the provinces. A letter has also been dispatched to over 8,864 government offices directing them to register complaints of the weak segments through their dashboards. The officers have also been given special instructions to facilitate senior citizens, widows, women and special persons.
There is no doubt that economic difficulties like rising price-hike, unemployment and growing street crimes are prime concerns of the people but there are a number of problems that the citizens face, prompt and just resolution of which can help mitigate their sufferings. Pakistan Citizen’s Portal has been instrumental in this regard but previously its reach and scope was limited but now any citizens from any part of the country will be able to register complaint – even manually – through designated officers. A comprehensive code of conduct has also been issued under which the citizens will not have to go to the concerned department now; rather staff of any nearby government office will be obligated to register the complaint of a citizen. If the system works as per expectations of the people, it can become a major tool to help move towards the cherished goal of good governance. This is because those who have been wronged can have prompt redressal of their grievance without cumbersome litigation or contacting influential people. The creation of country-wide network of registration of complaints itself would serve as a deterrent against lacklustre behaviour of government officials and organizations. However, success of the system depends on ability of the Prime Minister’s Delivery Unit to effectively monitor each and every complaint in the face of red-tapism and corruption. Registration of complaint is something else and its proper disposal is something quite different. We also have the platforms of ombudsmen offices which have been registering complaints and issuing verdicts in thousands of cases but, of late, their orders are selectively implemented by government departments. This should not happen with the PCP, otherwise the initiative could add to the frustration against somewhat non-functional system of delivery.
