KARACHI:
Despite its assertion of being at the pinnacle, NADRA appears to grapple with fundamental tasks and struggles to manage the rush hour effectively. During my recent visit to the NADRA office for a crucial matter, I was surprised to encounter a long queue, each individual patiently awaiting their turn. The fatigue set in as I found myself unable to secure an opportunity to reach the counter.
Interestingly, this office is situated in the federal capital, Islamabad. Even with a surplus of managerial staff, only 2 to 3 counters were operational, leaving the rest inexplicably closed, perhaps intentionally. It’s perplexing, especially considering the grandeur associated with being the largest organisation. The lack of efficiency and the absence of a streamlined process were conspicuous, making the entire experience more cumbersome than necessary. This experience raises questions about the organisation’s commitment to service excellence.
NADRA must enhance its management practices to reduce the inconvenience faced by people trying to reach them. Many individuals struggle to connect with them resulting in frustration and a sense of hopelessness as they return home disheartened. The efficiency among NADRA employees is notably deficient. They must reassess their approach and make the process more straightforward and less draining for those seeking their services.
Shah Hassan
Islamabad
Published in The Express Tribune, January 20th, 2024.
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