ISLAMABAD – Prime Minister Imran Khan while taking serious notice of themishandling, non-resolution or delayed response on the complaintsregistered by the citizens on Pakistan Citizen Portal, directed allministries to form a dedicated committee to evaluate the performance of theofficers concerned.
According to a letter written to all the ministries and the divisions bythe Prime Minister’s Office, a sample performance evaluation of fewofficers’ dashboard was made which revealed that the complaints wereneither handled according to the instructions nor decided at an appropriatelevel.
“It was evident from the quality of response to the citizens that thesystem was left in the hands of subordinates and majority of the decisionswere made by them,” it stated.
The dedicated committee would comprise joint secretary of the ministry aschairman, administrative focal person of the ministry or division,technical focal person, focal person of attached departments and anyco-opted member.
The committee would conduct performance evaluation of the assigned orselected officers’ dashboards and identify the loopholes in the samplecomplaints handled, resolved, or dropped so far.
The body would identify the officers responsible for poor performance andalso those doing the best.
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Besides taking corrective measures in complaints identified with improperhandling, resolution or drop, the committee would also point out thesuccess stories for the mass public sharing.
The ministries and divisions had been given 30 days time for completion ofthe evaluation report.
The PM office pointed out that despite stress on provision of proof to thecitizens regarding the resolution, many resolved complaints were founddevoid of it. The complaints were dropped on wrong pleas and many otherswere decided at irrelevant or unauthorized level.
In the evaluation, it was also found that the citizen was told he had beengranted relief or partial relief but factual position was different besidesthe misleading statements made regarding the resolution.
