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TABLE OFCONTENTS

S.No Title Page

1 Introduction 4

2 Complaint Handling 9

3 Profiling& Privacy 20

4 Efficiency & Follow-up Mechanism 26

5 Suggestion Handling 30

6 Approval of Manual 32

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1. Introduction
1.1 Prime Minister’s Performance Delivery Unit (PMDU)
Prime Minister’s Performance Delivery Unit (PMDU) established in 2013 has been
reorganized with a new vision to promote citizen-centric and participatory governance.
PMDU is pioneering a nation-wide complaints and grievance redressal mechanism with
special emphasis on facilitation of overseas Pakistanis, women, special persons and
foreigners.The system will be operated from the Prime Minister’s Office and will be
regarded as an ICT-based extension of the Prime Minister’s Public Affairs and
GrievancesWing under the Rule of Business, 1973. The primary objective of the unit is to
provide citizens’ an opportunity to seamlessly communicate with all government entities
and have their issues resolvedefficientlyand in accordance with the relevant
laws/rules/regulations. The Unit will enable establishment of a culture of quantified
performance management and make the various government entities accountable for their
mandated roles and responsibilities. Besides, the Unit will put forward
policyrecommendations and proposalsfor amendmentsor simplification in cumbersome
official procedures for the purpose of public facilitation.
The Unit strives to assure that the registered citizens/members on Pakistan Citizen’s Portal
(PCP) get every possible reliefunder the law and on meritfrom the Government
Organizations being interacted. The citizens/members may use the portal to place any
plausiblebefore the authorities or personal complaints/grievancesor complaints as social
responsibilityor toreport violations of laws by the peopleor to seek guidance etc. The Unit
takes it as a prime responsibility to ensure that all complaints and suggestions are handled
fairly and efficiently through concerned organizations. This manual is designed to help the
Government Organizations to efficiently respond to the matters raised on the Portal. The
processes described in this manual are intended for understanding and use of all
concerned stakeholders.

1.2 Pakistan Citizen’s Portal (PCP)

Pakistan Citizen’s Portal (PCP) is a Government-ownedsystembased on Mobile
Application(available on Android, iOSand other recognized play stores) and is being used
as a tool to promote citizen-centric participatory governance. One citizens’ side, it
provides a nation-wide window to connect people with Government Organizations at all
levels for raising their issues/complaintswith authorities for redressal and suggestionsfor
improvement in the existing service delivery regime. On Government’s side, it helps to
promote the culture of quantified performance management and make the various
government entities accountable for their mandated roles and responsibilities.It also helps
in identification of grey areas in the service delivery regime for timely intervention and
improvement.

Introduction

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1.2.1 Features
1.2.1.1 Citizens’ perspective; People by installation of the App, can be benefitted in
the following ways;
 True Citizens’ empowerment in using the Portal as a social accountability tool.
 Free registration on the Portal via App or web-based access.
 Creation of a long-lasting account with Governments’ authorities at all levels for
lodging complaints, identifications of issues as a social responsibility and
suggestions.
 Direct interaction and connectivity with the concerned office/officerswithout
any mobility until required.
 No referencefrom public servants or representatives required to put forward
a case.
 Regular update and real time tracking regarding the status of complaints
etc.
 No timing bar on complaint lodging/case submission.
1.2.1.2 Organizational Perspective: Organizations while using the respective
dashboards can be benefitted in the following ways;
 Identification of grey areas in existing service delivery systems
 Acquaintance about critical public issuesand subsequent policy making.
 Getting valuable suggestions/proposals from the public on various pertinent
subjects/issues.
 Efficiency tracking of officers/officials and overall performance
accountability of organizations.
 Governance accountability.

1.3 Objectives
The Manual aims to ensure that complaints, guidance seeking queries and suggestionsfrom
registered members of the Portal are handled in a clearly defined and effective manner.
Objectives of the Manual are to;
 Enable Government Organizations/Departments (both Federal & Provincial) to
respond and attempt to resolve complaints of the registered citizens/membersin a
timely and appropriate possible mannerin accordance with relevant
laws/rules/regulations.
 Ensure that complaints& suggestions are timely forwarded to the concerned
officer/officefor necessary action under the law within the organization or other
organizations (if not related).
 Respond and keep the members/citizens well informed at all levels of the complaint
Redressal process.
 Ensure thatcomplaints are resolved in the manner of a possible relief provided to the
complainant.
 Provide focal persons with an understanding about complaints& suggestions handling
processes i.e. lodging, forwarding, retrieving,reopening, resolving, responding and
closing.
 Identify how complaints& suggestions are used as basis for evidence-based policy
making.
Introduction
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  Establish review and summarization procedures, internal/external reporting
procedures, and procedures for handling confidentiality issues.
 Enable organizations to integrate all existing complaint cells/systems with Pakistan
Citizen’s Portal.

1.4Categories of Registered Members

People registered or being registered on Pakistan Citizen’s Portal will be regarded as
members andare categorized as follow;
S.No Category Description
1 Pakistani All Pakistanis without any discrimination on caste, creed, religion, color,
citizens gender, age, physical/mental condition etc.may registeron the Portal.

2 Overseas All Pakistanis who are either abroad (for work, study etc.) or on leave
Pakistanis at home (Pakistan) may register on the Portal.
3 Foreigners Foreigners and Pakistanis turned foreigners may register on the Portal.

1.5Responsibility
1.5.1 Head of the Organization/Government Entity
All Heads of Organizations/Government entities are primarily responsible and are
expected to ensure efficiency and quality in complaints resolution processes. For the
purpose, regular review meetings shall be conducted within the organization and with
heads of therespective attached departments so as to identify bottle necks in timely
resolution as well as performance accountability of the officer concerned. Furthermore, it
shall be ensured that the dashboard handler/focal persons are frequently trained from
time to timeand fully equip with the necessary skills and resources to process complaints.
1.5.2 Focal Person/Dashboard Handler
Federal Ministries/Divisions and all other Government entitiesshall have nominated focal
persons (i.e. one administrative and other IT professional). Thus, it will be the joint
responsibility of both the focal persons (administrative and technical) to work
collaboratively to ensure the complaint resolution process is carried out in a uniform,
timely, and consistent manner. They are responsible for;
 To keep their bosses well informed about day to day status and affairs of PCP.
 Timely examination of all complaints & suggestions as received.
 Initiating action and referral of the complaints to concerned quarter for necessary
action within time frame.
 Immediate forwarding of all complaints & suggestions if related to other
organizations.
 Record appropriate comments at all stages of complaint resolution.
 Generate time to time analysis reports for the high-ups regarding total complaints,
resolutions and pendency status, suggestions as well as performance of the officer
concerned.

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 1.6 Uses of the Portal
A registered member on Pakistan Citizen’s Portal may establish interaction with
Government Organizations at all levels for the following purposes;

S.No Category Description

1 Complaint lodging A complaint lodged on Pakistan Citizen’s Portal may either

be related to personal issue/matter of the registered
member or an identification of a matter as a social
responsibility i.e. any violation of laws by any individual or
group.
2 Guidance/Informati Seeking guidance regarding any Government procedures
on seeking involved in availing some service(s) or any other
information acquired on the relevant subject of the
Organization.
3 Suggestions Suggestions that could resolve any issue pertaining to
general public. The suggestion may lead to execution of
any development project, policy making/legislation,
administrative reform or simplification of an existing
procedure.

1.7 General Principle

Except in cases where complaints and suggestions need to be referred to a different
dashboard, routine and ordinary nature complaints/grievances, especially guidance
seeking queries if possible shall be resolved without indulging into formal processes. The
overall objective of the Portal is to resolve complaints efficiently to the possible
satisfaction of the complainant. All Government Organizations shall develop a culture that
value complaints and is more likely to:
 Be accessible– this means being open to public complaints about standards of
service delivery, the conduct of staff, and Government policies, procedures and
practices, as well as being committed to promoting and implementing an accessible
complaints system as a means to address problems and enhance the performance
of the Organization and its human resource.
 Be approachable – responding to complaints in an efficient manner.
 Be fairly and factual – addressing each complaint with courtesy, and in an
objective and an unbiased manneras per law.

1.8 Compulsion
People always want their complaints to be resolved in a reasonable time, they even want
to know the approximate resolution time after initial acknowledgement, and they want to
be kept up-to-date throughout the process. Some organizations may receive a lot of
complaints about issues that cannot be addressed, perhaps because of inadequate
resources or government policy. Perhaps the policy needs to be reconsidered or perhaps
resources could be better managed. If neither is practical or appropriateeither on ground
realities or as per law, then at least the complainant shall;

Introduction

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  be treated with respect and courtesy, and as an individual
 be patiently listened to and be given an explanation on a decision made.
 if appropriate,be given an apology if a relief is not granted due certain
limitations.
 be compensatedin any other possible and legitimate way.
 be treated fairly.
 be assured the problem won’t happen again.
 be encouraged and assured not suffer any adverse consequences from making a
complaint.
Appropriate response is critical as it will avoid a complaint escalating to the higher authorities.

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2. Complaint Handling& Processes
2.1 What does complaint mean?
It is imperative to define a complaint for a much better understanding of the Government
Organizations and all stakeholders dealing complaints on Pakistan Citizen’s Portal. A
complaint may refer to an objection over poor service delivery, failure to provide
information(permissible), inefficiency, unfair decisions, merit violation, poor administration
etc. People make complaints because they are unhappy with a decision, the way a service
was delivered, the qualityof service they have received, or the behavior of staff. The
dissatisfaction of the complainant is communicated in two capacities;
i. InPersonal Capacity;Matters or grievancespertaining to an individual thatare being
taken up with the concerned Government organization(s) for Redressal/resolution.
ii. AsSocial Responsibility;Matters or issues pertaining to masses and to be taken up
with Government organization(s) for attention/redressal asa social responsibility.

A complaint may include any grievance i.e. may be caused as a result of procedural
delays, or as a result of policy or legal lacunas etc. A complaint may also include
allegations of some form of mis-conduct, misuse of authority,non-cooperation of the officer,
demand for bribe etc. A complainant may also raise some guidance/information seeking
queries.
2.2Complaint Obstacles
All Government Organizations shall help citizens to easily lodge their complaints to
concerned authority by removing all obstacles like;
 Letting the people know who to contact or what process to follow in availing any
service.
 Giving people confidence that no privilege or service already granted will be
withdrawn if a complaint is made
 No biased treatmentwill be givenif a complaint is lodged on the Portal
 Giving the surety that the issue will be addressed in time and with no hurdles.
 Giving an impression that the complaint will not prove a cry in wilderness.
2.3Stages of Complaint Resolution
A complaint may pass through the following stages as evident in the picture of a sample
Dashboard;

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 2.3.1 New Complaints
Any complaint upon its first arrival at a dashboard(either from the citizen’s side or as
a result of forwarding) will get placement under the icon of new complaints. It will
remain there until it is opened for some comments or further processing. The assigned
timeline of any complaint either received directly from citizens or forwarded by any
organization will start at this stage.In-case of forwarding from any other dashboard;
none of the complaints will carry the baggage of time delay rather it will be treated
as fresh arrival on the target dashboard.
2.3.2 In-Process Complaints
This is the initial stage of a complaint processing. This stage is assumed by a
complaint when it is opened for some remarks or action upon its arrival. This stage
involves steps like initiation of action, assignment of complaints to concerned officer
and processing till timely resolution.
2.3.3 Escalated Complaints
Escalation is a state wherein a complaint assigned to a dashboard (the level which
routinely handles and makes operational decisions about the subject matter of a
complaint) fails to resolve within the default timelines. The system records escalation
at two stages as given below;
2.3.3.1 Red Icon/Initial Escalation;
A complaint in process, will assume the status of initial escalation (red icon) after 20
days of lodging/arrival. However, it will remain on the same dashboard with
escalated visibility to the next higher level of decision making in the hierarchy of
organization. This type of escalation pushes the Organization to look into the matter
and resolve.
2.3.3.2 Black Icon/Super Escalation (to be operationalized)
An initially escalated complaint, will assume the status of super escalation (black
icon)on 41st day of its arrival on the concerned dashboard. However, it will remain
on the same dashboard with super escalated visibility to all higher offices especially
the Prime Minister Office. The handler of initial dashboards will be liable to explain
as to why the complaint was not addressed at their leveland delayed. During
complaint resolution process, frequent super escalation of complaints from a
dashboard will be treated as inefficiency on part of the officer/organization
concerned and the Administrative Head of the Organization shall be responsible for
action under efficiency and conduct rules. Escalation due to the following reasons will
not be treated as inefficiency on part of a particular dashboard handler/officer;
 Delayed forwarding from other Organizations.
 Complaint requiring further clarification and details either from the complainant
or the organizations involved.
 Complaints leading to financial implications/development schemes
 Delays due to procedural or legal requirements
 Potential fraud/misrepresentation
 Complaints involving joint responsibility of two or more organizations.
 In case of litigation
However, the citizen shall be given logical response by all means during the assigned
timelines.
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 2.3.4 Forwarded Complaints
Forwarding option provides a two-way communication. By this, a dashboard handler
or officer/official can both forward and receive complaints. Erroneously received
complaints at a dashboard either from a registered citizen/member or another
organization shall be forwarded immediately to concerned organization(s) through
the system and

referring back to the organization from where it is received shall be avoided. The
complaint or suggestion shall be forwarded by the officer concerned when he/she
feels it relevant to a different dashboard/entity either within the organization or
outside. The dashboard handlers shall ensure that all irrelevant complaints and
suggestions are forwarded to concerned organizations within 24 hours (excluding
public holidays/weekends). It is worth to mention that all forwarding shall go
through the system and not by conventional means and without following proper
channel rather complaints shall directly be forwarded to the officer concerned. No
complaint shall be forwarded to the dashboard user/officer against which it has
been lodged. In this case, the complaint shall be forwarded to one-step higher
dashboard/user. While forwarding a complaint to the concerned organization/the
dashboard handler may have to face two destinations;
2.3.4.1 Federal Organizations
The complaint, guidance seeking query or suggestion pertaining to Federal
Government shall directly be forwarded to dashboard of the concerned officer with
appropriate comments. While forwarding, it will highly be appreciated if the
relevancy of a complaint to an Organization/entity is established through some
reference from the Rule of Business.
2.3.4.2 Provincial Departments
The complaint, guidance seeking query or suggestion pertaining to Departments in
the Provincial Governments shall directly be forwarded to dashboard of the
concerned officerwith appropriate commentswhileestablishing relevancy from Rules
of Business.
2.3.4.3 Retrieval of a forwarded complaint
A complaint forwarded erroneously or to an irrelevant
dashboard shall immediately be retrieved back and be re-
directed to concerned Government entity with appropriate
comments. Anoption for retrieval has been activated.
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 2.3.5 Complaint Resolved/Closed

A registered citizen/member is always seeking resolution of a complaint to the level

of his/her own satisfaction, though sometimes it is not possible keeping in
viewmerit/rules/regulations or availability of funds. While resolving a complaint, the
Government Organizations/entities may face three situations- one; wherein the
complaint is to be closedwith relief grantedsecond; the complaint is to be
closedwithpartial relief grantedperhaps on the basis of some action initiated, third;
relief cannot be granted as per law.
Special Note:
Every complaint resolution may not earn a satisfactory response from the
complainant. In all cases, it is mandatory for the dashboard handler/organizations
to record proper remarks in the comment box while marking a complaint as
resolved/closed. In both cases, necessary notification or reference of the
rule/regulation applied thereon shall also be attached as an evidence for
satisfaction of the complainant. Similarly, complaints in the form of guidance seeking
queries shall also be responded with proper attachment of the documents (where
required).All complaints shall be resolved while adhering to relevant
laws/rules/regulations. Any complaint lodged on the Portal does not make it
entitled to be dealt above the law.
2.3.6 Reopening of a closed complaint
A complaint if marked resolved/closed erroneously shall be reopened immediately
and be resolved as per merit required. A closed complaint can be reopened in two
ways;
 By the dashboard handler/organization or Head of the Organization after being
found unsatisfied or in the light of citizen’s feedback.
 By the PMO/PMDU if the Organization
concerned has not properly resolved the
complaintas per its merit and the citizen
being unsatisfied approaches the PM’s
office through any channels of
communication, the same will be
re-opened under the PM’s tagline and
the same shall then be treated as TOP
Priority. No such complaints shall be
closed unless seen by the Head of the
Organization/entity.

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 2.4Trending Complaint
An issue being common and frequently highlighted in complaints shall be treated as
trending complaint. Such cases shall specifically be looked into for a permanent or
possible long term solution. In this regard laws/policies/procedures or developmental
projects (where required) shall be proposed to do away with the frequently caused public
inconveniences. No complaint shall be resolved in isolation where required rather to be
looked into for possibility of its long lasting resolution for similar expected complaints.To
address trending complaints, any of the following measures shall be adopted;
 Adopting policy/legal instrument/SOPsif missing or amendment in the same if required
in the public interest.
 Inclusion of projects in relevant development portfolios.
 If existing procedures involved in availing some services are cumbersome they shall be
simplified to the maximum possible way. Technological solution shall also be taken into
consideration.
 Addressing deficiency of human resource, equipment and space where required.
 Performance and efficiency accountability of the concerned organization/officer.
2.5 Dropping complaints
A complaint, guidance seeking query or a suggestion upon arrival at any dashboard shall
be dropped there and then on the following grounds.
S.No Drop Reason Explanation
1 Court matters Complaints involving issues, subjudiced in any court of law.However,
implementation of a court decision/judgement shall be excluded.
2 Political Matters Complaints pertaining to affairs of a political party/organization or
having political contents having no/any role of the Govt.
3 Family/Domestic issues Complaints pertaining to purely family matters involving no role of
the government.
4 Classified matters Complaints or Information seeking queries about a subject to be
classified under a law or pertaining to national interest/security.
5 Matters related to Complaints regarding strategic matters or deployment of forces,
National assets, or any critical subject or relation with other countries.
security/Interest
6 Immoral/Unlawful Complaints containing unlawful, abusive, derogatory or
contents pornographic content/images.
7 Service matters Complaints regarding service matters of the Government
Organizations e.g. postings/transfers, promotions, inquiries,
seniorities, service rules, up-gradation, regularization etc. However,
cases of pension or salary stoppage shall not be dropped.
8 Unclear and vague Complaints wherein the contents are either incomplete or vague to
contents understand.
9 Non-issue Complaints regarding any non-issue(s) which neither pertains to
service delivery nor involve any grievance.
10 Sensitive subjects Complaints pertaining to religion, ethnicity, sect, hate speechesetc.
11 Job seeking Complaints pertaining jobs/employment seeking requests.However,
cases pertaining to violation of merit in recruitment processes shall be
excluded.
12 Duplicate complaint One main complaint shall be put to process while multiple complaints
on the same issue from the same complainant shall be dropped.
13 Corruption/malpractices Complaints pertaining to the category of corruption/malpractices or
its sub-categories but lodged in any other irrelevant category.
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2.6 Manual Dealing of Complaints
Complaints received to an organization/dashboard via post mail,
emailetc. shall be inserted into the system through manual
complaints option and be treated the same way as stated above.
The dashboard of Pakistan Citizen’s Portal provides a facility to
all Government Organizations whereby they can manually lodge
any complaints & suggestions received to them in any of the
following forms;
 Phone call
 Postal mail
 Electronic mail
 Walk-in visit to office
 Websites
 Social Media

Furthermore, all existing complaint cells shall be integrated with Pakistan Citizen’s Portal
on the above mentioned lines. For the purpose, complaints received in the respective
complaint cells by any of the above mediums, shall be manually inserted into Pakistan
Citizen’s Portal.Efforts shall be made to change the existing methodology of paper-based
processing of complaints to system-based processing. This will help the Organizations to
get complaints efficiently resolved through a paperless system.

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2.7 Response/Comments
Every citizen/member maintains an account of his/her complaints with details. Thus, comments
are mandatory at all stages of complaint processing. However, reply to complainants shall be

prompt, professional, relevant andwith courtesy. It shall also be ensured that

comments/response shall be in same language wherein the complaint has been lodged. While
responding/commenting on a complaint during processing, the following shall be considered;

2.7.1 In case of initial processing. If the contents of complaint are not clear or
some additional information is required to the complaint handling authority, the
same shall be solicited from the citizen/member in the comment box or by
contacting him/her if the profile is not restricted. An option has been activated
whereby the citizen can refer back a number of times to any query asked by the
concerned authority. However, by exercising this option the citizen at his own
cannot make any addition until asked for.
2.7.2 In case of forwarding. In case of forwarding a complaint to concerned
authority (if found irrelevant to the organization), the reasons be provided as to
why(any reference from rules/Rules of Business) the complaint is being forwarded.
2.7.3 In case of resolution/Closure. Upon resolution/closure, the citizen/member
shall get notification message of the outcome of his/her complaint. In case the
complaint is resolved with no relief granted, cogent reasons shall be provided
with attachment of the applicable rules where possible. In case, resolution of a
complaint is subject to some financial implications & time factor, the same shall
also be communicated with tentative resolution timelines.
2.7.4 In case of suggestion. In case of suggestions, the citizen/member shall be
appreciated and encouraged and be informed as to what action will be taken on
his/her suggestion.However, suggestions are not time bound.
2.7.5 Guidance seeking queries. A complaint received in the form of guidance
seeking query shall be responded timely with necessary attachments where
required.
2.7.6 In case of dropping. Complaints that do not qualify to be processed shall be
dropped by selecting the most relevant reason listed. In this regard, the system will
generate an auto-message conveying the reason for reasons. However, necessary
changes can be made by the dashboard handler.
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2.8 Strengthening Complaint Resolution Processes
It is a common perception on part of all Government Organizations/entities that
additional resources are mostly required to improve complaint management processes.
However, it is possible to attain significant progress in addressing public issues and
complaints without the need for additional resources. The number of complaints can be
minimized by adopting measures like;
 Improving service delivery, thus leading to noticeable reductions in complaint
numbers over time.
 Proactive communication of the laws, policies and procedures to the public.
 Time to time amendments in policies, procedures or processes as a result of
complaints or feedback so as to overcome any perception that ‘nothing ever seems
to change’ as a result of complaints.

2.9 Citizen’s Awareness

Citizen’s awareness regarding proper use of the Application is highly significant. In this
regard a self-contained Citizen’s Guideline Manual has been devised and made available
to the citizens. At the dashboard’s level, each resolved complaint provides accesslinks to
the citizens. Besides it, PMDU is using different public awareness platforms especially
social media to educate people regarding proper use of the Portal. It is however,
advisable for all Organizations to take steps for citizen’s awareness especially while
interacting with complainants.

2.10 Significance of Complaints Reopened

Subsequent to completion of the re-opening task of all resolved complaints assigned vide
PMO u.o. No.585/DS(PMDU)/2018 dated; 18-01-2019, a number of complaints got
proper handling with actual relief granted to a number of citizens. In order to ensure
effective follow-up and maintain check & balance, PMDU has been directed by PM to
randomly re-open a targeted number of resolved complaints under the PM’s tagline i.e.
“Prime Minister of Pakistan”. Citizen’s feedback might be one of the factors behind re-
opening of a resolved complaint. The Heads of Organizations are required to issue strict
instructions to the effect that any complaint re-opened from the PM/PMDU tagline shall
not be closed until the resolution statement is approved by the Head of the Organization
or the officer so authorized. All complaints re-opened from the PM/PMDU tagline will be
spotted under a dedicated icon titled as“Review Complaints”

2.11 Expansion of Citizen’s Accessibility& Connectivity

Due to a limited number of citizenshaving android/iOS mobile phones, there was a dire
need to develop alternate mediums to connect general public with government
organization to raise their issues the way it was done in the case of mobile application. For
the purpose, PMDU has been directed to develop the following two new mediums to
connect general public with government organizations to lodge their complaints;
a) Complaints to be lodged through Web-based access
b) Complaints to be lodged by the notified dashboard handlers/users at district
level. By this way all hand written complaints could be lodged into the main
system of Pakistan Citizen’s Portal.

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 2.12 Important Features of PCP’s dashboards
All concerned officers/dashboard handlers are required to be specifically acquainted with
the given important features of PCP dashboards;
S.No. Feature Description/Purpose User/Benefi
ciary
1 Review Any complaint re-opened on the PM’s directions will be spotted PMDU/
Complaint under the icon of “Review Complaint”. This icon is made visible on All users
all dashboards. Any complaint re-opened from the PM’s tag-line
i.e. “Prime Minister of Pakistan” shall be examined by the head of
organization or any senior officer so authorized. In this regard
instructions have been issued vide u.o.No. 1(3)/DS (PMDU)/2018-
106 dated; 24/5/2019.
2 Add to This option is visible on the face of each complaint when opened. PMDU/
Watch-list Any complaint can be put to the watch listby the concerned All users
user/officer of the dashboard for ready reference or effective
follow-up on the given reasons;
 If the complaint is reopened for review by the PMO/PMDU.
 If the complaint is significant and needs to be looked at a
higher level.
 If the complaint warrants for a high level enquiry/probe.
 If the complaint pertains to a significant issue which is either
highlighted in media or might lead to a public disorder or
media attention if not handled.
 If the complaint is extremely critical.
 Any other deemed appropriate to the user.
3 Drop This is a critical option. By this, the dashboard users can drop any All
complaint complaint upon its arrival without processing.For the purpose, dashboard
by the different pre-defined categories of complaints have been users
dashboard mentioned in the manual at Section 2.5 circulated vide u.o.
user/officer No…585/DS (PMDU)/2018 dated; 21/01/2019.
Note: All dashboard handlers/officers are required to use this
option carefully. At the time of performance evaluation of any
officer, the number of complaints dropped from his/her
dashboard will be critically evaluated.
4 Review This is an App level option which has been activated for the Citizens
Request citizens. This option will be used when a complaint is dropped by
against any authority/dashboard handler on account of the pre-
drop defined categories/list. This option helps any registered citizen to
complaints place a request (in case not convinced with the reason of complaint’s
drop) to one step-higher authority/officer to review the decision
wherein his/her complaint was dropped.
Note:To avoid frequent requests in this regard, the dashboard
users/officers are required to carefully use the categories of
drop complaints.

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S.No. Feature Description/Purpose User/
Beneficiary
5 Dropcomplaint This is an App level option which has been activated for the Citizens
by the citizen citizens. By this option, any registered citizen can request the
authority concerned to drop his/her lodged complaint. The
dashboard users are required to drop the complaint
accordingly.
6 Citizen’s This is a default option which upon opening of a complaint, All
category displays the prominent category to which a citizen belongs e.g. dashboard
highlighter Inland Pakistani, Overseas, Male, Female, Person with Disability users
etc. This facility helps the dashboard users to deal the complaint
according to priority of the category.
7 Security alert to An automatic alert has been activated to remind the All
dashboard dashboard users to change their default passwords and dashboard
users update emails for the purpose of security. This option will be users
activated automatically after every 72 days.
8 Complaint By this option, any complaint erroneously forwarded can be All
Retrieval retrieved and re-directed to relevant organization. dashboard
users
9 Future Plan This option has been activated to enable the dashboard users All
Icon (Organizations) to keep a handy record of all such dashboard
complaints/suggestions for the purpose of proposing policy users
recommendations, legislations, guidelines, SOPs or
developments projects or amendments in any of the existing
regulatory frameworks. This is a useful option and to be
regularly exercised by the focal persons in the best public
interest. By this option, the focal persons can mark/store any
complaint/suggestion to/in the respective category and can
easily retrieve or search the same for necessary action as and
when required.
10 List of focal For the sake convenience and efficient coordination amongst All
persons on PCP the focal persons, their profile and contact details will be dashboard
dashboard made available on each dashboard. This will help the focal users
persons to get clarity in many issues pertaining to complaint
processing and its relevancy. However, every focal person is
required to update his/her profile. In this regard a system
generated message will be issued to all concerned.

Complaint Handling

Page 18 of 34
S.No. Feature Description/Purpose User/
Beneficiary
11 My This option has been provided in the side menu of all dashboards All
feedbacks whereby the feedbacks received on complaints resolved by the dashboard
dashboard user can be seen and filtered by satisfaction. It users
provides another option, by which a supervisory level dashboard
user can see all feedbacks in terms of satisfaction level on all
sub-ordinate dashboards.
12 Smart This option provides facility of a dynamic search. It further helps All
search to search any specific complaint by means of a key word dashboard
specifically related to a particular ID or organization. users
13 Re-opening By this option, the dashboard handlers/users can re-open any All
of complaint closed complaint for the purpose of review or forwarding. dashboard
users
14 Physical The PMO/PMDU has been authorized to physically escalate a PMO/PMDU
escalation complaint from the dashboard of one officer to the dashboard of
and any higher officer in the hierarchy. It is coupled with the facility to
commenting comment on the status on any in-progress complaint as well.
in-process
15 Feedback This option provides the facility of automatic alert on arrival of a All
flagging negative or positive feedback on the status of a resolved dashboard
complaint. It helps to easily search all complaints in the resolved users
list having negative feedbacks etc.

Complaint Handling

Page 19 of 34
3. Profiling, Privacy& Conduct
3.1 Citizen/Member Profiling& Responsibility Index
This is a critical option and to be carefully used by the dashboard handlers. By using this
option, the dashboard handlers can rate a citizen/member on account of his/her conduct
shown in complaints being lodged. However, there are certain system-based fixed
parameters that will also determine the level of responsibility i.e. provision of accurate
information at the time of registration. As a routine matter, multiple rating parameters are
listed to the users whereby they can rate/report the citizen. The system will maintain
Citizen’s Responsibility Index and the score will be assigned against each violation by
default. Multiple complaints received from a member’s ID either at the same dashboard or
different dashboards will be rated in terms of their nature and conduct followed. After
attaining a minimum threshold, the citizen will be issued a warning alert followed by
temporary suspension of membership or complete termination from the system as the case
may be.
Temporary suspension or complete termination of membership is an exclusive option
available to PMO/PMDU. However, the dashboard users/officers can only recommend a
case after being rated(if required) on any of the following parameters;
 The complaint is frivolous.
 The complaint is based on false statements/allegations against any individual or officer
and is proved to be baseless after inquiry/probe.
 The complaint is used as a medium to blackmail or pressurize the authority or office bearer.
 The complaint is lodged in the restricted category (wherein complaints are required to be
dropped) especially related to matters of national security, critical matters (religious /
ethnic), repeatedly complaints on the same issue without waiting for the outcomes of
already under-process complaint, non-issues.
Note: Rating is not mandatory for every complaint and it is the discretion of the
dashboard user/officer.

3.2 Privacy
Every registered member/citizen on Pakistan Citizen’s Portal has the liberty to hide or
restrict his/her identity with regard to the contents of complaint being lodged. However,
members with unhidden profile(s) shall also be kept confidential to the maximum extent
possible, until otherwise required in the best interest of the complainant and fair
determination of the complaint. The authorized dashboard handler(s) if intends to view the
profileof the complainant shall consider the following two scenarios;
3.3 In-case the complainant’s profile is unhidden
Directly access the profile of the complainant(s); however, the system is capable to record
entry against the authorized dashboard user from where the profile of the complainant is/was
accessed. It shall be ensured that the contents of profile are being used for further clarification
of the issue, fair determination of the complaint and in the best interest of the complainant.
Profiling, Privacy & Conduct

Page 20 of 34
3.4 In-case the complainant’s profile is hidden
Send a request to the complainant via system either to unveil the required information
regarding his/her profileor the issue being raisedwithin 48 hours(of Working
days).However, this request is permissible in cases whereindisclosure of complainant’s
profileis inevitable for further processing & resolution of the complaint as per merit.The
following circumstances may lead the dashboard handler to acquire unveiling of the
member’s profile;

 Incomplete information about the issue/complaint

 Vague contents
3.5 Disclosure of complainants’ profile/Identity
Disclosure of a complainant’s profile/identity or any of its contents is strictly prohibited at
any level even if not restricted by the complainant. Purpose of this restriction is to
safeguard the complainant against any private or institutional harassment on account of
his/her lodged complaint. Complaints lodged from hidden profiles,containing serious
allegations (corruption/malpractices etc.) against an individual or a government
officer/official or institution shall prior to processing be properly examined and put to
process after being found in order. The examination may involve whether contents of the
complaint(s) are clear, pertinent and supported by necessary proof/evidence or
otherwise. Complaints with unclear and incomplete contents or lacking necessary
proof/evidenceshall not be processed until found fit for processing on the said lines. It is
worth mentioning that there is no anonymous complaint rather complaints with restricted
identities from the citizens/members.

3.5.1 Situation to unveil complainant’s profile

All dashboard handlers/officers of the Federal Ministries/Divisions, their attached
departments and of the Provincial Governments’ departments shall avoid unnecessarily
requisitioning of information about a complainant’s profile. However, if required either in
the best interest of the complainant or fair determination of a complaint, the same may be
requisitioned from PMDU onlyif;
i. It is required to a legal forum/court of law in a pertinent matter.
ii. The Organization requires it in an inquiry/probe being initiated on the basis of
allegations leveled against an individual/officer/official in a complaint lodged on
the Portal. In the instant case, formal request shall be placed to PMDU invariably
with approval of the Head of the Office/Department.
Provided that such information regarding identity of a complainant shall in no case be
used for harassment of the complainant.
Profiling, Privacy & Conduct

Page 21 of 34
3.5.2 Process to requisition information about complainants’
profile
A formal request invariably with approval of the Head of the Office/Department shall be
placed to PMDU. A team/committee of PMDU comprising in-charge of the Unit, Desk
Officer (concerned) and Database administrator shall after examination of the request,
place its recommendations to the Secretary to Prime Minister for approval.

3.6 Blocking/Suspension of registration.

Suspension or termination of membership is an exclusive option available to
PMO/PMDU.Two scenarios may arise wherein action to block or suspend registration of a
citizen/member on certain valid grounds will become imminent. In one scenario, a situation
may arise wherein a complaint containing allegations against any private individual or
government officer/official or organization is found baseless, derogatory or maligning
after proper inquiry. In such state of affairs, the dashboard handlers after the inquiry,
confirmations and necessary approvals at their end may recommend a complainant on
account of his/her conduct of false allegations etc for warning, temporary suspension or
permanent blocking from the system. In second scenario, the dashboard handlers during
routine processing may rate a complainant on the basis of his lodged complaint. This is a
critical option and to be carefully used by the dashboard handlers. By using this option,
the dashboard handlers can rate conduct of a citizen on account of his/her complaints
being lodged. Multiple rating parameters will be listed to the officers/dashboard
handlerswhereby they can rate the citizen. The system will maintain Citizen’s Credibility
&Responsibility Index (CCRI) and the score will be assigned against each violation by
default. After attaining a minimum threshold, the citizen will be issued a warning alert
followed by suspension of membership or complete termination from the system.
3.6.1 Reasons to suspend or block a registered member
Registration of a member of Pakistan Citizen’s Portal can be suspended on two grounds;
1.Ground-I (Credibility Index-Citizens’ Role):In maintenance of this Index there is no role
of the dashboard handlers/officers as it is totally dependent upon the Citizen/member.
This index is based on completeness of profile information provided by the
citizen/member at the time of registration or subsequent updation. It includes the following
parameters;
 Verification of email
 Verification of Mobile Number
 Verification of CNIC
 Verification of passport (For Overseas)
 Requisite profile data e.g. Address, Qualification, Profession, and Gender.
2.Ground-II (Responsibility Index- Officers’ Role):The dashboard users/officers can rate
any complaint (if required) on any of the following parameters;
 Mostly frivolous complaints are being lodged from a particular ID.
 The complaints lodged from a particular ID are usually based on false
statement/allegations, mala-fiade against any individual or officer/official or
Organization (duly inquired/probed).
 The complaints from a particular ID are lodged to blackmail (duly probed) an individual,
authority or office bearer.

Profiling, Privacy & Conduct

Page 22 of 34
  The complaints lodged from a particular ID are mostly in the restricted categories (wherein
complaints are required to be dropped) especially related to matters of national security,
critical matters (religious/ethnic), repeated complaints on the same issue without waiting for
the outcomes of already under-process complaint, non-issues and complaints wherein
abusive or unethical language is used.
Note: Rating is not mandatory for every complaint and it is discretion of the dashboard
user/officer.However for betterment of the system using the option is highly appreciated.

3.6.2 Necessary Action

Type of Description Necessary Action
suspension/blocking
Situation wherein A citizen/member qualifies for temporary
registration of the suspension of membership in the situation
citizen/member to use explained at section 3.6.1 underGround-I
Temporary services on PCP will (Credibility Index-Citizens’ Role)that warrants
remain suspended for a action to block or suspend membership of the
period of 60 days. citizen on temporary basis. However, prior to
However the same can action, a notice will be served via system.
be restored upon a Suspension will remain intact until the needful is
formal request from the done by the citizen/member.
citizen/member
concerned with
submission of surety to
adhere to the conduct in
future.
Situation wherein A citizen/member qualifies for permanent
registration of the suspension/termination/blocking of
citizen/member to use membership in the situation explained at
services on PCP will be section 3.6.1 under Ground-II (Responsibility
permanently blocked / Index- Officers’ Role) that warrants action to
Permanent suspended/ terminated block or suspend membership of the citizen on
without any option to permanent basis. However, prior to action, a
restore the membership notice containing reasons will be served via
again on PCP. system. This action will be taken either in
attainment of minimum threshold defined for
conduct or after lodging 3 consecutive
complaints.
Special Note: A single complaint after an
inquiry and proved to be baseless or based on
false allegations/mala-fiade or frivolous will
also lead to permanent blocking/termination
of the registration/membership.
3.6.3 Procedure to block/suspend membership
PMDU is authorized to block a registered citizen/member either on temporary basis or
permanently upon Citizen’s Credibility & Responsibility Index (CCRI) recorded by the system
upon complaints lodged. PMDU can initiate action in two ways;
 Action on its own on the basis of Citizen’s Credibility & Responsibility Index (CCRI)
 Action on the basis of a formal request from the concerned Organization
(Federal/Provincial) with detailed justification. Formal request shall be placed to
PMDU invariably with approval of the Head of the Office/Department.
Page 23 of 34
3.7 Complaint’s Categories/Levels

The time to resolve a complaint is embedded in the system. When a complaint is

assigned to the Primary Dashboard (Level-I), it should be resolvedwithin 1-41days.A
complaint without resolutionin20 Days will report as escalated but will remain on the
same dashboard. After 20 days, if not resolved at Level-I, the complaint will escalate
to the next higher level inviting attention of the higher office. The Level-I categories of
complaints are listed in the table above;

# Level 1 Level 2
1 Health Illegal Practice / Quacks, Primary Health, Medical Teaching Institutes, Illegal
Medicines, Secondary Health
2 Education Elementary & Secondary, Higher Education Commission, Universities, Private
Schools, Colleges
3 Municipal Water Connection, Illegal Construction, Graveyards, Construction material on
Services roads, Street Lights, Encroachment, Parking / Adda, Low hanging electricity
wires, Price Control, Water Supply Scheme, Stray Animals, Cleanliness,
Unhygienic Food / Factory, Illegal billboards, Repair of Street
4 Land & Revenue Transfer of Land / Mutation, Complaint against Revenue Staff
5 Law & Order Prisons, Traffic Police, Police, Pakistan Railway Police, Motorway Police,
Airport Security Force, Anti-Narcotics Force
6 Transport Fares, Bus Addas, Overloading, Pakistan International Airlines (PIA), Railways
7 Communications Irrigation Roads, Airports, C&W Roads, Motorways, Local Govt. Roads,
National Highways, Pakistan Post, PTCL & PTA
8 Energy & Gas, Electricity
Power
9 Human Rights Denial of Rights, Consumer Rights, Child Abuse, Right to Information, Sexual
Harassment, Missing Persons, Right to Services, Gender Discrimination
10 Licenses, Domicile Certificate, Route Permit, NGO NOC, Arm License, Death
Certificates Certificate, Divorce Registration, Medical Store License, NOC for Foreign
Traveler, Driving License, Birth Certificate, Vehicle Fitness Certificate, Fishing
License, Marriage Certificate
11 Registrations Union Registration, Company Registration, Pakistan Engineering Council (PEC),
NGO Registration, Vehicle Registration
12 Excise & Provincial Excise, Money Laundering, Financial Fraud
Taxation
13 Media, Cyber Cyber Crime, Print Media, Social Media, Electronic Media
Crimes
14 Immigration & Official Passport, Pakistani Visa, Issuance of Passport, Pakistani Citizenship
Passport
15 NADRA Juvenile Card, Family Registration, Issuance of CNIC, Form B, Overseas
Pakistani Card, Blocked CNIC, CNIC replacement / renewal
16 Disaster/ Internally Displaced Persons, Floods, Rehabilitation, Earthquake, Death
Emergency Compensation
17 Overseas Pakistan Foreign Office, Pakistan Embassy in Resident Country, Complaint to
Pakistani Prime Minister
18 Development Foreign Government Project, District Government Project, Federal
Projects Government Project, TMA Project, NGO Infrastructural Project, Provincial
Government Project, VC / NC Project

Profiling, Privacy & Conduct

Page 24 of 34
 # Level 1 Level 2
19 Environment & Forest 10 Billion Tree Tsunami, Industrial Waste, Industrial Pollution , Billion
Tree Tsunami, Forest Cutting, Hospital Waste
20 Agriculture Fisheries, Zarai Taraqiati Bank, Water Management, Livestock & Dairy,
Soil Conservation, Farmers, Seeds & Fertilizers
21 Investments Investment Issues, SECP related issues, Banks related issues
22 Suggestion Suggestion to Prime Minister, CMs, Federal Minister, Provincial
Ministers
23 FBR Income Tax, Sales Tax, Customs & Federal Excise
24 SECP Capital Market, Insurance, Company Registration
25 Poverty Alleviation BISP, Ehsaas Program
26 Banking Credit Card, Auto Loan, ATM / Debit Card, E-Banking
27 Corruption/Malpractices Financial Corruption, Violation of merit/rules, power abuse, fraud,
harassment, inefficiency

Category Complaint Redressal Levels

Federal Level-I:Head of Regional/Zonal Office (Primary Dashboard)
Level-II: Head of attached Department at Federal Level(Secondary Dashboard)
Level-III: Federal Ministry/Division (Executive Dashboard)
Provincial Level-I:Head of District Department/Office (Primary Dashboard)
Level-II: Head of Administrative Department (Secondary Dashboard)
Level-III: Chief Secretary of the Province(Executive Dashboard)

Note:All organizations are at liberty to resolve any assigned complaint before its due time while
adhering to the rules/regulations. However, in case of exceeding the upper limit of the assigned
timelines, the complaint will be reported as escalated or super escalated.

Profiling, Privacy & Conduct

Page 25 of 34
4. Efficiency & Follow-up Mechanism
For effective resolution of public complaints, responding guidance queries and processing
their suggestions, all Heads of the Organizations/Government entities are responsibleto
vigilantly pursue the complaints received at their respective dashboards. To develop a
culture that values complaints, it is critical that the Head of the Organization/Govt. entities
shall communicate clear message to all concerned staff that complaints can be a valuable
source of feedback on improving the organization’s services delivery if weaknesses are
identified through analyzing complaints. Follow-up guidelines are as follows;
 Complaints and suggestions are being viewed&forwarded in time
 Resolution of possible complaints being timely done & appropriate remarks to
citizens posted.
 Complaints involving role of two or more organizations are being sorted out

Furthermore, regular analysis of reports will enable trends to be monitored, the efficiency
of officers to be checked and improvements to be made accordingly. Regular monthly
reviews of complaint data will help to identify as to whether there have been any internal
or external factors (such as changes in legislation or applicable policies, organizational
structures or responsibilities, resources or systems) that could have affected the process.
Apart from the above, monthly review meetings shall be convened on the following lines;
4.1. Federal Secretaries
Organization Stakeholder Follow-up Participants Timelines
Tool
Federal Secretary/Ch Meeting All dashboards holders Every 3rd
Ministry/Division airman of the Ministry/Division week of the
and heads of attached month.
organizations
Attached H/O the Meeting All dashboards holders Every 2nd
Organization Organization of the organization and week of the
zonal/regional level month.

Regional/Zonal Regional/Zon Meeting Complaints dealing Every 1st

Office al Head/In- team/staff. week of the
Charge month.

Efficiency & Follow-Up Mechanism

Page 26 of 34
4.2. Chief Secretaries

Organization Stakeholder Follow-up Participants Timelines

Tool
Office of the Chief Meeting All divisional Every 3rd
Chief Secretary Secretary commissioners,administr week of
ative secretaries, IG the month.
Police, and deputy
commissioners

Administrative Head of the Meeting All dashboards holders Every 2nd

Department Organization in the department and week of
District officers the month.

Divisional head Commissioner Meeting All Deputy 1st week

Commissioners
District Deputy Meeting All heads of the District 1st week
Administration Commissioner Departments of the
month

4.3. Performance Evaluation &Accountability

All Federal Organizations/ Govt. entities shall quarterly conduct detailed performance
audits, and complainant satisfaction/citizen’s feedback surveys. Regular reports should be
made to respective heads of the organizations about complaint resolution processes,
complaint trends and systemic issues, and recommendations for improvement where
appropriate. The PMDU’s team will from time to time conduct overall review of the complaints
& suggestions processing at all levels. General parameters for evaluation of an Organization
are as follows;
 Time factor in resolution of complaints.
 Number of complaints resolved.
 Quality of response to the citizens.
 Quality of resolution and
 Citizen’s feedback.

Efficiency & Follow-Up Mechanism

Mamachaniserm

Page 27 of 34
 4.4 Criteria for Performance Evaluation
Frequency of Evaluation Quarterly (PMDU will acquire the reports on regular basis)
Evaluation Scope  Resolved complaints
 Dropped Complaints
Sample to be evaluated 25 % on each dashboard (33% each of the sample taken shall be that of
complaints with relief granted, partial relief granted & relief cannot be not
granted)
While evaluating a complaint, the following parameters will be taken into
account;
a. Overall super escalation on the dashboard
b. Overall average resolution time of the sampled complaints.
c. Complaint Specific-Time spent in complaint resolution (timely/delayed) in
case of delay any apology tendered?
Evaluation d. Forwarding (timely/delayed/unnecessary/irrelevant)
Criteria e. Quality of Resolution
Resolved i. Courtesy, formalness, professionalism, apology in case of delay
Complaints
ii. Completeness in case of relief granted or partial relief granted i.e.
attachment of picture/notification/letter etc as a proof of resolution
iii. Attachment of reason/rules/policy/SOP in case of resolution with relief
cannot be granted.
iv. Any future timelines given, contact number/person for general
guidance and call to citizen made?
f. Citizen’s Feedback
g. Special focus a. Complaints on PM’s Watch list
b. Complaints Reopened from the PM’s Tagline
Dropped As per manual
Complaints
No of All dashboards under administrative control of the head of the Organization at Federal and
Target Provincial levels.
Dashboards
Result Resolution of complaints as per provision of the manual plus citizen’s
Indicators of Green expectations plus PMDU professional judgment. Special appreciation on
evaluated account phone call/contact with citizen or invitation to office etc.
complaints Satisfactory resolution of complaints but needs improvement. Complaints
Yellow resolved with minor discrepancies.
Complaints closed as resolved but;
 Actually no action taken and marked resolved. (extreme negligence)
 Devoid of professional attitude and courtesy.
 Hastily resolved so as to increase the number of resolved
complaints.
 Delayed inordinately and without intimating to the citizen.
Red
 Were relevant to other organization which should have been
forwarded instead.
 Unnecessary/irrelevant forwarding within the Organization
 Unnecessary delay
 Citizen’s feedback is otherwise.
Any other special point not catered for like the complaint was reopened by
the PMO or was put to watch list of the PM’s dashboard.

Efficiency & Follow-Up Mechanism

Page 28 of 34
4.5 Post Evaluation Corrective Measures-Checklist
Status
S.No. Necessary Action Yes No NA
Issuance of strict instructions to all concerned If yes, Copy(s) of the
within the organization in the light of instructions to be
1 Attached
loopholes/violations of the Manual identified
during evaluation.
2 Convening trainings on the weak areas of If yes, schedule of If no,
complaint handling processes especially on critical trainings to be shared tentative
schedule
points like;
be shared
o Irrelevant forwarding
o Closing of complaints without using the option of 48
hours to solicit additional information from the citizen
either regarding his profile or about contents of the
complaint (if complainant’s profile is invisible).
o Unnecessary requisitioning of information via 48 hours
option while the profile of the complainant is visible.
o Dropping of complaints on wrong plea.
o Hastily processing of complaints against individuals or
Govt; servants regarding alleged corruption, fraud,
irregularity, violation of merit.
o Processing of complaints which are required to be
dropped.

Re-opening of mishandled complaints for proper If yes, the list of

processing, resolution on merit and possible complaints being
3 reopened for correction to
establishment of contact with the citizen.
be shared.
Policy formulation and development projects in If yes, list of policies
the light of trending issues/complaints (PM’s framed or development
4 projects initiated be
Office u.o. No. 1(3)/DS(PMDU)/2018-967 dated
shared.
8th March, 2019)
Simplification of procedures/processes, If yes, list of policies
guidelines/SOPs, amendment in existing Policy amended,
5 procedures/SOPs/Guideli
etc.
nes simplified in the light
of complaints be shared.
Identification of best & worst performing officers If yes, copy(s) of the
and necessary action in either case actions taken be shared.
6
Public awareness & communication regarding If yes, evidence be If no,
success stories and policy actions/reforms done in shared strategy be
7 shared.
the light of public complaints.

Efficiency & Follow-Up Mechanism

Page 29 of 34
5. Suggestion Handling
5.1 Suggestions on Pakistan Citizen’s Portal
Pakistan Citizen’s Portal (PCP) empowers the citizens by engaging them in policy and
decision making processesthrough their valuable suggestions. The purpose of citizen’s
involvement is to foster the culture of citizen’s engagement in policy making and promote
participatory governance. However, during examination it shall be ensured that
suggestions being considered are specific, unique, and constructive, and most often should
be related to functions of the Organizations.

5.2 Major Areas of Suggestions

The suggestions received from a citizen/member on the Portal shall be categorized into
the given areas;
5.2.1 Financial/ Development
Suggestions whose adoption/implementation may involve financial implications thus,
leading to the following shall be listed in this category;
 Inclusion of a project(s) in the development portfolio or creation of an
endowment fund or other budgetary provisions,
 Increase in revenue sources of the government by levying taxes etc.
 Financial immunities/subsidiesof various types etc.

5.2.2 Policy/Legislative
Suggestions whose adoption/implementation may warrant devisingof a policy or
legislative instrument for public conveniences, transparency or accountability in the service
delivery regime are required to be listed under this category.
5.2.3 Administrative/Procedural
Suggestions whose adoption/implementation may lead to initiation of reforms in
administrative or procedural processes. All such suggestions that warrant devising new
procedures (if missing) for availing certain services or simplification of procedures or
making them technology oriented are required to be listed under this category.

Suggestion Handling

Page 30 of 34
 5.3 Processing Stages of Suggestions
A suggestion received on any dashboard, shall pass through the following stages;
5.3.1 Stage-I (Ministry/Division/Organization/Provincial Department’s Level)
5.3.1.1 Initial Examination
 A suggestion shall first be examined by the focal person/dashboard handler in terms
of its relevance to the organization and suitability for further processing.
 Checking for any possible duplication at the level of the organization with any ongoing
similar initiatives.
 Enlistmentof the identified suggestions and referral to the Departmental Committee (to
be constituted at the main organization’s level) for final expert opinion prior to
initiation of concrete steps for implementation.
5.3.1.2 Appraisal
 Thorough evaluation of suggestion(s) by an organizational/departmental
team/committee of expertsin terms of resources required and target beneficiaries.
 At this stage, merits/demerits or tangible/intangible benefits shall be looked into and
the list of finally shortlisted suggestionsbe put forwarded to the Central Committee.
 An internally constituted committee shall select the most suitable and implementable
suggestions with proper analysis and recommendations for implementation.
5.3.1.3 Stage-II (Federal/Provincial Level)
A suggestion may either relate to a subject dealt by the Federal Government or the
concerned Provincial Government. After appraisal of the suggestions, the list shall be
placed before the Central Committee for final endorsement. All
Ministries/Divisions/attached departments at Federal Level and Departments/respective
attached formations at Provincial Level shall process the list of endorsed suggestions as
follows;
By Federal Government By Provincial Government
Two committees are proposed to be constituted Two committees are proposed to be
on the following lines; constituted on the following lines;
a) Committee for Development interventions c) Committee for Development interventions
 Secretary Planning Division……….Chairman  Additional Chief Secretary… Chairman
 Secretary Finance Division…………Member  Secretary P&D Deptt…Member/Secty
 Secretary (concerned Min/Div)…….Member  Secretary Finance ………Member
 Section Chief……….…Member/Secretary  Secretary concerned…. Member
d) Committee for policy / legislative /
b) Committee for policy/legislative/procedural procedural & administrative
& administrative interventions. interventions.
 Secretary Establishment Division….Chairman  Chief Secretary…………………Chairman
 Secretary Law Division……….….…Member  Secretary Establishment.…….Member
 Secretary (concerned Min/Div)….…Member  Secretary Law ……………Member
 Secretary concerned………Member
The endorsed list of policies/projects proposed under various suggestions,shall be returned to the
concerned Administrative organization for formal implementation in light of the decision of the forums
and conveying official acknowledgment to the citizen for his/her valuable suggestion.

Suggestion Handling

Page 31 of 34
 6. Approval of the Manual
This manual is approved by the Competent Authority and will be updated from time to
time.

Approval of the Manual

Page 32 of 34
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