Pakistan Citizen Portal was established by sitting government to address people grievances regarding government departments so that good governance can be promoted and public service can be delivered to the citizens at their door steps. As this practice remained success story in previous KP government under CM Pervez Khatak and then Chief Secretary Azam Khan who provided substantial relief to the people through KP CM Complaint Cell. Reason of previous complaint cell success was then Chief Secretary and then CM personal attention towards the cell, as a result government departments were also taking complaints of the cell serious. In order to replicate previous success story Pakistan Citizen Portal was introduced at national level by sitting PTI government but performance of the Citizen Portal to resolve people issues is not effective and satisfactory in terms of providing relief to the citizens.
In the present Portal if you register your complaint it directly passed on to DC Chitral from the system, and from the office of DC Chitral it is further communicated to the relevant department. Officers of the relevant departments keep the complaint in his office for some days and then close the complaints without resolving the issue and without providing any relief with the false remarks ?Issue resolved? actually the issue is not resolved. This is the end destination of the complaint and it goes to waste bin. No feedback is taken from the complainants, when the complainants give some negative feedbacks regarding the issue on the feedback column it goes unnoticed.? PM Imran Khan, Chief Minister KP ?Mehmood Khan, Chief Secretary KP, Commissioner Malakand and other relevant authorities are requested to take notice of the issue to make Citizen Portal more effective and result oriented.
It is suggested that complaints should not be closed upon the remarks of the concerned department or officer, rather feedback from the complainants should be taken seriously before closing the complaints. Relevant department should give some substantial proof of resolving the issue and the proof must be uploaded in the portal which verifies that the issue is resolved. ?In case of negative feedback from the complainants? enquiry should be initiated against the department or the officer for giving false impression about resolution of the issue. Otherwise, if present situation continued and no corrective measure is taken then citizen will lose their trust on the portal and their issues will also go unresolved. Ultimately government initiative to resolve people issues will also produce no fruitful result and despondency among citizen will culminate further. .. Nasir Mehmood, Chitral 10 Sep 2019