A letter issued by the Prime Minister Office Tuesday said that it has been observed that many applications, petitions and references of citizens received by the ministries, divisions and provincial governments are either delayed/lying unattended indefinitely or disposed of without taking any action thereon. Sources said that basis of the letter issued by the Prime Minister Office was Pakistan Citizen Portal set up at the Prime Minister Office for taking people complaints directly.
These applications, petitions or references mostly relate to the core service functions of the ministries, divisions, attached departments or field functionaries such as issuance of licenses, NOCs, domiciles, redressal etc.
The Prime Minister has directed that all federal ministries, divisions and provincial governments and their respective attached organizations should ensure the disposal of all such unattended and delayed applications and petitions already received from the citizens within the next four weeks, under intimation to the applicant.
The above exercise must be carried out by all concerned and a report be submitted after four weeks for perusal of the Prime Minister in case of the federal government and to the chief ministers in case of provincial governments, certifying by heads of division, attached organizations, chief secretaries, field formations etc that all such pending service delivery related applications, petitions or references have been attended to.
The Prime Minister, in order to build the confidence of the public on government functionaries, has further been pleased to direct that all the abovementioned tiers of government should work out minimum timelines for processing of such cases and project such timelines on their websites and notice boards within ten days.
This will help the citizen know in advance the probable processing timelines of their case. Furthermore, if it is not possible to dispose of such cases within the stipulated timelines for certain reason and more time is required, each day of delay shall be explained to the applicant in writing.
All federal secretaries, chief secretaries and heads of organizations will constantly monitor this and submit quarterly certificates to the Prime Minister's Office or Chief Minister's Office, as the case may be, to the effect that this directive is being complied with.
Measures on this account will factor into the performance evaluation of the officer concerned and laxity would deem to be considered inefficiency in terms of E&D Rules and dealt with accordingly.
The federal ministers and chief ministers have been asked to closely monitor implementation of the above directives in the interest of good governance and public interest. The chief ministers are further requested to keep the Prime Minister updated regarding implementation of the directive in respective provinces.
A total of 447,921 complaints were received at Punjab government level and out of them 392,292 were resolved, reflecting 88 percent. Total complaints received at KP are 116,050 and out of them 100,636 were resolved with 97 percent. Likewise, 11,137 complaints were received at Islamabad and 9,909 of them were resolved with 89 percentage. A total of 7,782 complaints were received from Balochistan and 6,166 of these were resolved, reflecting 79 percent. A total of 1,261 complaints were received from Gilgit-Baltistan and 911 of these were resolved, reflecting 72 percent complaints were resolved. Likewise, 95,894 complaints were received from Sindh and 38,269 were resolved, reflecting 40 percent. The total complaints received were 1,233,170 and out of them 1,057,333 were resolved with 86 percent.