How to Generate a Complaint on Prime Minister Citizen’s Portal || Yasir Hssan Blogs

Table of content

· Definition of E- governance

· Introduction to term paper

· About Citizen portal

· Objective of citizen portal

· Features of the Prime Minister Citizen’s Portal

· How to Generate a Complaint

· My complaint

· My analysis on the citizen portal app

Definition Of E- Governance

E- Governance Implies Government Functioning With The Application Of ICT (Information And Communications Technology). Hence E-Governance Is Basically A Move Towards Smart Governance Implying: Simple, Moral, Accountable, Responsive And Transparent Governance.

About Pakistan Citizen’s Portal

Right after Pakistan Citizen Portal KPK became a hit in Khyber Pakhtunkhwa, the Government of Pakistan implemented this program across the country in October 2018. After its integration, any individual can use the PM Citizen Portal to interact with the administration for various complaints and injustices. I have mentioned the important ones below:

• Information: The portal can be used to gain information on any government agency.

• Suggestions: As a participating citizen, you can make suggestions related to any existing problem faced by the society. You can also suggest any change to a policy or even a complete new reform.

• Complaint: You can also register a complaint on the portal, it can be related to a personal issue, a general issue, or violation of any law.

Objectives of the Citizen Portal

The main objective of the portal is to build a safer place by promoting active engagement between the citizens and the law makers.

Citizen Portal aims to:

• Empower government institutions and bridge the gap between citizens and departments.

• Resolve and respond to the problems faced by the citizens on a daily basis.

• Be certain that the complaints are forwarded to the respective bodies in a timely manner.

• Respond to the complaints in a timely manner and keep the citizens updated about the process.

• Make sure that a proper response has been given to registered issues.

• Sort out the suggestion and integrate them in the best suited policy.

• Set up procedures to handle confidentiality issues.

• Merge the complaint cells of the government bodies with the citizen portal.

Features of the Prime Minister Citizen’s Portal

Here are some salient features of Prime Minister Portal:

• Free-of-cost sign up

• Give suggestions

• Post a complaint

• Seek information

Furthermore, once you’ve created the account, you will have a direct link with the authorities. Basically, the complaints, suggestions, and information will be looked into the officials without any middle-man or messenger. You can check the status of the complaint without having to visit the offices and wait for months to find out if some action will be taken

How to Generate a Complaint

A taxpayer can file a complaint against any authoritative body or a person that falls under the regulation of the government of Pakistan. Citizens can file a complaint on agriculture departments, board of investment, PIA, or any malpractice or corruption they have witnessed or been the victim of.

• Choose a programme you want to register the complaint against.

• Select the department of the chosen program.

• Pick the category.

• Enter all the details about the grievance.

• Some details about the place where the issue rose from.

• If you have some proof or file regarding the complaint, it is best to attach it.

New Complaints

A newly filed Pakistan citizen portal complaint will be placed under the new complaints section until it is opened. After which the process of resolution will start, and so will the timer [the time period under which the issue must be resolved, given by the prime minister].

In-Process Complaints

When a complaint is opened, it moves to the ‘in-process complaints’ stage. At this stage, the process of resolving the problem starts, and it is escalated to the relevant authorities.

Escalated Complaints

A complaint reaches this stage, when the authorities fail to address an issue in the given time period. It has two further stages:

• Initial escalation: If the relevant departments fall short of solving the problem, within 20 days, the complaint is moved to this stage, where the higher ups can see the status of the complaint.

• Super escalation: After 41 days of lodging, if the complaint is still not resolved, then it will take the status of super escalation, where it will remain there until the even higher authorities are notified, especially the Prime Minister’s office.

Resolved

After a suitable action has been taken, and the complaint has been resolved, it takes the status of closed.

Forwarded Complaints

The complaint is escalated to the relevant authorities during initial stages. Sometimes, due to a mistake, it is forwarded to the wrong department. The process is kept as a two way, so the department can send the complaint back to its initial stage. It will again be put in the new complaints section.

Reopened Complaints

If after an error, a complaint is forwarded back to its initial stage, it is reopened immediately, and the process starts again.

My analysis

This was my first time experience of using the citizen portal it is a very good initiative of government the process of generating the complaints was very easy. But the time frame of response is not effective if any person generate a complaint he will get the response in minimum 20 days so this is a issue of this app but other all features of this app is satisfactory and I am totally satisfy with this app performance and government have to make sure that the concern departments must response quick.