Customer satisfaction: NADRA chief suspends employees for negligence

Tariq Malik paid surprise visits to the authority’s registration centres in Karachi.


Ppi November 28, 2013
Tariq Malik paid surprise visits to the authority’s registration centres in Karachi. PHOTO: CREATIVE COMMON

KARACHI:


The National Database and Registration Authority’s (NADRA) chairperson, Tariq Malik, paid surprise visits to the authority’s registration centres in Karachi and suspended four employees over alleged complaints of negligence, incompetency and involvement in illegal practices.


Malik started conducting unannounced visits to registration centres across the country after receiving vigilance reports and several complaints through the media.

During his visit on Thursday, he interacted with customers who had come to the centres to process their cards and listened to their suggestions and feedback.

He directed the authority’s director-general to ensure the highest level of customer satisfaction, saying that a hassle-free experience at the registration centres was one of NADRA’s prime objectives.

The authority has implemented an automated auditing system that records each and every transaction of the employee processing an applicant’s CNIC. The audit logs are periodically checked for suspicious activity.

This system will help weed out corrupt elements and ensure efficient service delivery to the citizens of Pakistan, Malik hoped. So far, 74 employees have been dismissed from services based on reports of the automated auditing system.

Published in The Express Tribune, November 29th, 2013.

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