The incumbent government led by Pakistan Tehreek-e-Insaf had launched a citizens’ complaint portal whereby people can have an easy and direct access to Prime Minster’s office to formally lodge/register complaints to seek redressal of their grievances on urgent basis. The landmark initiative, as it has been said, was taken with an aim to timely address problems of the people and get their feedback but the fact is that such kind of an unprecedented initiative will go a long way to help the government to improve governance and public service delivery system besides enabling the government to make policies in line with the public feedback. Moreover, the initiative will certainly provide the government an insight into what is really happening on the ground and what steps the government needs to take to address the problems faced by the common people. Addressing the launching ceremony of the Pakistan Citizens’ Portal (PCP) here at the PM Office, the prime minister said it was one of the manifestations of “Naya Pakistan” in which the people would get a sense to own the government. The prime minister said the citizens could raise their voices online and the departments and offices concerned would be bound to respond in the specific timeline to address their complaints and the PM Office would oversee the progress on those issues. He said the idea to launch such a web portal was first of its kind in the country’s history, interconnecting about 4,000 government offices. He expressed the confidence that the programme would also help the government to make policies based upon public feedback and suggestions, and their opinion would serve as springboard and thrust for such policies. “Citizens’ Portal will enable the government to understand the performance of ministries and departments. Future policies will be made after getting the public response and feedback”, the Prime Minister said adding that it will also give a better voice to overseas Pakistanis and expatriates. The PCP, as the premier said is a step forward towards E-governance, will hopefully evoke a massive response from the overzealous citizens of the country. As a good majority of Pakistanis mostly the tech-savvy youth will avail this unique opportunity to have their say in government matters. One hopes that initiators of this programme will listen to the voice of young and educated people who constitute nearly half of total population of the country. However, the government needs to put in place an effective, efficient and robust complaint processing procedures and grievances redressal mechanism to raise peoples’ level of confidence and trust on the government besides giving them a sense of belonging. In case the government fails to do so the initiative is bound to backfire.
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