Pakistan Citizen Portal is an application-based online system owned by the government that is being utilised as a tool for encouraging citizen-centric democratic leadership. On the side of the citizens, it offers a national platform to link individuals with government bodies at all levels so they can raise their concerns and complaints with authorities for settlement and make proposals for improvements in the current delivery system. Moreover, it aids in the early detection of problematic areas in the system that provides services so that changes can be made.
Purpose of PCP:
The National Information Technology Board (NITB) offers assistance in bridging the communication gap between the government and Pakistani citizens via Pakistan’s first Citizen Portal in order to meet the requirements of Pakistani Citizens across the country. The Pakistan Citizen Protal (PCP), which went live on October 28, 2018, is a citizen-focused complaint settlement system that connects provincial and federal government agencies with the public in general. The PCP’s main goal is to promptly address public complaints and forward them to the appropriate support officers located throughout Pakistan.
Eventually, the portal enables the public to submit comments on an officer’s performance in order to enhance that officer’s performance and boost the success of government agencies in successfully resolving all complaints. NITB is devoted to supplying its exceptional assistance in order to make sure that its implementation is successful. The citizen’s portal depends heavily on NITB’s ability to deliver top-notch service management for efficient operations, regular upkeep, and prompt execution. A specialised team of 17 professionals from NITB has been assigned to this task. This team upgrades the portal and eliminates issues following comprehensive testing.
For the convenience and help of citizens, MPs, and overseas Pakistanis who are required to complete the registration process before accessing the app’s function, PCP incorporates a variety of 20 unique inbuilt divisions (3,796 offices). The complaints that have been filed must be addressed within a maximum time limit of 10 days. Additionally, to keep the citizens engaged, they can score how well their particular complaints were resolved and provide feedback to alert the relevant authorities if the app does not meet the citizens’ requirements.
How do I use Pakistan’s Citizen Portal?
If you want to use the Pakistan Citizens Portal for any purpose, you must follow the steps listed below:
- Firstly, you must download Pakistan’s Citizens Portal app on your mobile phone.
- For registration, enter your CNIC and valid mobile number.
- After entering your mobile number, you will get a confirmation SMS on your registered number.
- Now you can send your complaints and take part in polling publicly.
General principles:
The following are some general principles that each government body should follow to resolve matters for the general public:
- Being accessible means accepting public complaints about service delivery standards, employee behaviour, and government laws, regulations, and practices. It also entails being dedicated to encouraging and putting in place an accessible complaints system as a way to deal with issues and improve the effectiveness of the organisation and its resources.
- Being personable will help you handle issues quickly.
- Address each issue politely and factually, being fair and truthful in your responses.