PRINCIPLE CONCEPT: National Problem Resolution System/Call Centre
'Providing solutions and answers'
BENEFITS TO THE LEGISLATION:
Creation of a centralized National Problem Resolution Centre (NPRC), run on the basis of public-private partnership, where citizens can register their complaints, problems and grievances as well as provide feedback on every sphere of issue that falls under the scope of governance.
The NPRC would be given access to ensure that the complaint reaches its destination (department, personnel, etc.) and the authority to follow-up on action, to remedy the problem within an adequate time-frame. It would also record the details of complaints lodged and problems resolved, at an individual and collective level, giving a snapshot of the performance of a whole range of government departments.
The solution centre, with its access to government departments, public sector organizations (utilities, municipalities, etc.), elected representatives, etc. will operate as the central issue resolution centre for all citizens of the state. It will connect all state organs and relevant departments as well as incorporate semi-autonomous and private entities in its sphere of work.
The legislation will create and empower an electronically centralized issue resolution centre, allowing citizens from any corner of Pakistan or even abroad to register their complaints and voice their concerns about all matters of the state, governance and everyday life.
As the information will be available and accessible through a website, each department could be held accountable for the lapse in its performance and delay in resolving problems. Thus, a system of checks and balances will be created that would automatically eradicate half the problems of inefficiency rife at various levels of the government.
BENEFITS TO THE COMMON MAN:
It will allow every single citizen of Pakistan to make his/her voice heard at the highest level, in case of failure of the resolution of the problem. A system would be developed through which, once the designated problem resolution timeframe expires, the problem or complaint would be automatically forwarded to a superior authority.
The complaint map – that would be available online – would provide justification for the complainant/caller to demand appropriate action against the personnel or department concerned over failure to resolve the problem.
Furthermore, a citizen would know the status of his problem through the ‘complaint map’ – as to where his complaint has reached and how far the problem is from getting resolved.
The data sets (or reports) that the NPRC would generate would serve as a statistical guide for the most persistent problem areas, such as cities, localities, vicinities with high rates of street crime, institutionalized corruption and a higher number of victims. Even minor problems that exist due to lack of awareness or oversights such as over-charging by butchers, vegetable vendors, etc would also be brought in the limelight.
This would put citizens and communities in much better position to identify such problems and demand their resolution from their elected representatives or concerned departments.
DETAILS OF THE PROPOSED LEGISLATION:
The national problem resolution system will work through call centers and e-portals, serving as a hotline/helpline that would support all regional languages, including English and Urdu. The problem resolution centre will initially focus on issues of corruption, red-tape, nepotism, inefficiency and incompetence of government departments.
The NPRS will register complaints from a variety of spheres which would include;
- Complaints against MNAs & MPAs as well as constituency problems
- CM, PM, President related problems
- Public-sector organizations
- Problems related to Water, Health, Transportation, Education & Electricity
The bigwigs from the public sector entities would be held accountable if their entities fail to deliver to the consumers. Heads of all government departments or concerned personnel will be answerable for their departments as well as their affiliate departments.
Plus, in case of official documentation, which is provided by government departments that issue documents like birth certificates, passports, tax papers, education certificates, business documentation, property papers, permits, licenses, etc complaints would also be registered with the NRPS, if the service provided is faulty or delayed. The term used for this is ‘Service Level Agreement’ if this agreement is breached by a government official, he/she can be held accountable.
The eventual goal would be to create a “complaint map” , through which every caller would be given a unique ID. On the portal, the ID will enable the caller to see the various steps the complaints has to go through, the time-frame required for each and the “solution level” it has reached.
It will serve the dual purpose of providing a database of major issues facing Pakistanis, in terms of main areas or departments, against which most complaints are lodged, as well as the process map or system through which each issue is addressed. The latter will also educate the citizens of how government departments function and make them realize the enormity of the task at hand.
Complaints can be registered against government office holders and functionaries; police stations and officials; public sector entities and utilities and may include problems faced by citizens in any particular constituency; documentation problems; issues of education, health, livelihood and environment; etc. Even those issues and problems that do not fall into the above mentioned categories such as higher charging of prices by shopkeepers for staple items, extortion by neighborhood gangsters, police-related concerns, etc will be given due notice.
The National Problem Resolution Centre e-portal will also have a reports and data-sets (graphical or numerical) that would list the number of complaints against each departments, the number of complaints resolved, the average time period for problem resolution, etc. This would serve as a guide of efficient and inefficient government departments; and those found lacking would be held accountable for their poor performance.
Thus, the problem resolution centre will not only serve as a follow-up or secondary problem resolution system (the primary system being the citizen contacting the concerned department directly first) but also a tracker of the status of the problem and the time it will take to be resolved. This would diminish the conundrum of uncertainty faced by the common man when dealing with government departments and make life a lot easier for all Pakistanis.