Objectives To improve redress and response systems and procedures to enable closer alignment with the needs and expectations of citizens; To increase public demand for ATI in service delivery; and To facilitate availability of and access to information regarding grievance redress and service delivery mechanisms and standards. Intended Project Outcomes Improved institutional capacities (i.e. of the Mohtasib’s Office and its partner federal agencies) to receive and redress public grievances; Improved interface of the WMS with the public; Improved coordination in ATI on service delivery; and Effective knowledge management and improved access to information on ATI and service delivery. Key Achievements Institutional Strengthening
A comprehensive study on Capacity Assessment and Mapping of five federal agencies (NADRA, PTCL, SLIC, SNGPL, and Pakistan Post) has been commissioned. The study outlines a set of recommendations for each agency in order to improve service delivery to the citizens.
A consultant was engaged to develop a comprehensive Capacity Development Plan for WMS. The plan outlined some concrete recommendations including capacity development of the staff and provision of equipment for implementation wing.
A fully functional Customer Relation Management system has been set up at WMS Islamabad, with two qualified Customer Relationship Officers. A universal access number 051-111-123-967 has been introduced for the citizens for making complaints about federal agencies as well as about the children. The facility of ongoing status of complaints as well information on WMS services after office hours has also been provided in the system via SMS based tracking system. The citizens can SMS the complaint number at 755 via their cell phones and the status of their complaint is updated immediately.
Increasing Awareness and Outreach
Awareness about the role of WMS in handling complaints is not wide-spread particularly in remote areas. This is evidenced by a fewer number of complaints from far flung cities in the country. In this regard, a mass media advertising campaign about services of WMS was launched on electronic and print media nationwide. The camping resulted in more than 50 % increase in number of complaints during the period of execution.
The project also publishes and disseminates quarterly Ombudsman’s newsletter to increase public awareness and outreach. This newsletter contains very brief information on the role and jurisdiction of Wafaqi Mohtasib’s Secretariat along with all the contact details of WMS. More than 80,000 copies of the newsletter have been distributed across the country.
Civil Society Advisory Committee
Keeping in view the role of Civil Society in administrative justice, the Honourable Wafaqi Mohtasib has established Civil Society Advisory Committee (CSAC). The members of CSAC include 13 renowned civil society activists from across the country. CSAC will strengthen link between office of the Wafaqi Mohtasib and society and will eventually increase the outreach of the services of WMS in the country.
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