Pakistan Citizen Portal (PCP) 

The Pakistan Citizen’s Portal (PCP), a government-owned system accessible through a mobile application on Android, iOS, and other recognized app stores, serves as a tool to advance citizen-centric participatory governance.

Ms. Asmat Parveen
Director Quality Assurance
Administrative Focal Person

Mr. Omer Shahzad
Manager Ranking & Evolution
Technical Focal Person

The PCP is a shared responsibility of both administrative and technical focal persons, who collaborate to ensure a uniform, timely, and consistent resolution process for complaints.
The Focal Person is responsible for:

• To keep the Competent Authorities 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 the 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.

As of November 2023, a total of 347 complaints have been lodged by citizens, and all 347 complaints have been successfully resolved, achieving a significant satisfaction rate of over 70%.