K-P project digitises complaint redressal

PESHAWAR:

The Khyber-Pakhtunkhwa Cities Improvement Project (KPCIP), a project of the Local Government Elections & Rural Development Department, has upgraded its complaint redressal mechanism to an electronically managed system called the Electronic Grievance Redress Mechanism (E-GRM).

KPCIP is a project funded by the Asian Development Bank (ADB) and the Asian Infrastructure Investment Bank (AIIB) to modernize water and sanitation services in five divisional cities of Khyber Pakhtunkhwa: Peshawar, Kohat, Mardan, Mingora, and Abbottabad.

Since the introduction of the E-GRM, the Project Management Unit (PMU) of KPCIP has received 964 complaints. Of these, 935 have been resolved, 25 are currently in progress, four have been escalated for resolution at the highest level, and one complaint has been rejected.

The upgraded system is intended to strengthen coordination between the PMU and citizens by enabling people to register project-related complaints electronically, without visiting KPCIP's City Implementation Unit offices. "The introduction of the E-GRM aims to improve accessibility, enhance tracking, support timely resolution of issues related to project interventions, and reinforce KPCIP's commitment to accountability," said Amir Alam Khan, Director of the Compliance Department at KPCIP.

In addition, the PMU has introduced the Project Performance Monitoring System (PPMS) to support project management and track planned activities. The PPMS allows top management to monitor targets, assess progress, identify gaps, and take timely corrective measures.

To prevent damage to property and the environment, and to avoid loss of life, both of citizens and on-site laborers, KPCIP strictly implements ADB-approved Environmental Management Plans.