K-P revamps citizen portal for swift redress

CM vows personal oversight and stricter accountability to speed up complaint resolution

PESHAWAR:

Khyber-Pakhtunkhwa Chief Minister Muhammad Sohail Afridi has announced comprehensive reforms to strengthen the Pakistan Citizen Portal, aiming to make it the most robust tool for the prompt and effective resolution of public complaints in the province.

Addressing a special ceremony at the Chief Minister's House in Peshawar, Afridi emphasized that timely resolution of citizens' issues embodies the core spirit of the government's "Awam ka Ehsaas" vision. He said that all government institutions would be held accountable through the portal, and any delay in addressing complaints would be considered unacceptable.

Speaking at the event, the chief minister formally launched the reform initiative to enhance the portal's functionality. "I will personally supervise the portal to ensure grievances are addressed promptly. Citizens across the province, as well as Pakistanis living abroad, should approach the portal without hesitation, knowing their complaints will be resolved efficiently," he said.

He further warned that negligence in responding to complaints, especially those that could be resolved within a day or two, would be treated as a serious lapse, and responsible officials would be held accountable.

Under the new reforms, accessibility to the portal is being extended to remote areas and to citizens with limited internet access. A total of 2,354 dashboards have been established across all districts of the province, enabling residents to manually register their complaints.

The chief minister also highlighted plans to integrate all e-governance applications under the Pakistan Citizen Portal, providing the public with a unified and seamless interface to access government services. Online "open courts" from the Chief Minister Secretariat have already begun, and all departments, divisional, and district administrative authorities are being directed to ensure similar forums are held. All complaints received in these forums will be uploaded to the portal for effective monitoring.

Afridi reiterated that the initiative reflects the vision of former Prime Minister Imran Khan, who set a precedent for practical e-governance through the Pakistan Citizen Portal. "Our goal is to make the performance of government institutions transparent at every level. Real service delivery is not possible unless the pain of the public is truly understood," he stated.

During the briefing, participants were informed that over 750,000 citizens are currently registered on the portal in K-P. The province also boasts a satisfaction rate of 54 per cent, the highest in the country. The ongoing reforms are expected to further improve overall performance and increase citizen satisfaction.

The Chief Minister stressed that a comprehensive system for automatic resolution of third-level complaints will also be implemented, ensuring efficiency at every stage. Meanwhile, the integration of multiple applications and the establishment of an effective online open-court mechanism will enhance transparency, accessibility, and accountability across the province.

With these reforms, the K-P government aims to bring governance closer to the people and set a benchmark for effective citizen service delivery nationwide.