The Research & Analysis Activities (R&AA) section of the Higher Education Commission (HEC) recently organized a two-day workshop at the HEC Smart Classroom, focusing on training focal persons from HEC and higher education institutions (HEIs) on effectively utilizing the Pakistan Citizen Portal (PCP).
This event aimed to enhance the participants’ capacity to address citizens’ grievances and improve the resolution process on the PCP platform.
🎯 Key Highlights of the Workshop
- Participants: Focal persons from HEC and universities in ICT, Rawalpindi, Azad Jammu & Kashmir, and Gilgit-Baltistan attended.
- Facilitators: The Prime Minister’s Performance Delivery Unit (PMDU) team, including Mr. Hassam Mahmood (Deputy Secretary) and Mr. Ejaz Hussain (Documentation Officer), conducted the sessions.
🛠️ Workshop Agenda & Achievements
- Opening Session: The event began with a Quran recitation and a warm welcome by Mr. Asif Hussain, Director in charge of the R&AA section, who set the tone with an engaging introduction.
- Achievements Shared:
- A total of 233,833 complaints were received by HEC and HEIs since the inception of PCP in 2018, of which 233,078 have been resolved.
- Participants were introduced to PCP’s integration with other policies like the National Youth Helpline, Fee Refund Policy, and initiatives for sexual harassment prevention, drug control, and disability support.
🌟 PMDU Insights and PCP Statistics
Mr. Hassam Mahmood elaborated on PMDU’s transformation:
- Established in 2013, initially focused on CPEC and development projects.
- Reorganized in 2018 to incorporate a Citizen Facilitation Task Management System.
PCP Impact Highlights:
- 4.3 million registered users on PCP by Q4 2024.
- 5.84 million complaints lodged, with a 98.5% resolution rate (5.76 million complaints resolved).
PMDU Initiatives discussed included:
- Task Management System (TMS)
- ZARRA
- Manual complaint lodging for Public Grievance Wings (PGWs)
- Physical & E-Khuli Kachehris at federal levels
- 24/7 Call Center for PCP
💡 Takeaways for HEIs and HEC
- Participants gained in-depth knowledge of PCP’s functionality and the importance of statistical data in grievance resolution.
- The workshop emphasized the collaborative efforts required to streamline citizen grievance handling and improve service delivery.
🌍 A Step Towards Citizen-Centric Governance
This workshop not only highlighted the R&AA section’s dedication to building capacity among focal persons but also underscored HEC’s commitment to citizen-centric governance. The PCP platform continues to bridge the gap between institutions and citizens, fostering transparency, accountability, and trust.
