Prime Minister Muhmmad Nawaz Sharif has ordered the replication of Punjab Citizen Feedback Monitoring Programme in the federal government to improve service delivery and to enhance communication with ordinary citizens.

He was chairing a meeting at the PM’s House Tuesday, which was attended by Federal Minister for Information, Broadcasting and National Heritage Pervaiz Rashid, Federal Minister for Planning, Development and Reforms Ahsan Iqbal and Chairperson National Assembly Standing Committee on Information Broadcasting and National Heritage Marvi Memon.   He ordered implementation of this programme in important public dealing departments like Immigration and Passports, NADRA, SNGPL, IESCO, CDA, capital police, embassies, railways, PIA and other federal agencies within one month for proactive collection of feedback from identified users of services.

The prime minister was briefed that Punjab Citizen Feedback Monitoring Programme is an internationally recognised innovation profiled by the renowned London-based journal, The Economist and many other publications.

The meeting was informed that in this programme, identified users of services are proactively contacted by the government to seek their opinion on the quality of services received, while offices of chief minister and chief secretary follow up on the feedback received. So far more than 4,000 corrective actions have been taken in this regard.  The prime minister appreciated the usefulness and effectiveness of this home grown innovation and said that its implementation at the federal level will help improve services, increase citizen trust and enhance accountability. 

 “We need to reach out to the ordinary citizen. The citizen should not be required to come to the state,” said the prime minister.