Citizen Facilitation & Service Centers

In order to facilitate the public in interacting with various government departments/agencies the government has now decided to establish Public Facilitation and Service Centers. To implement the initiative, the Chief Minister Punjab has issued direction/orders to establish these public facilitation and service centers in phased manner. Initially one center in each Divisional Head quarter has been directed to be established.

The services offered by many federal and provincial level organizations will be combined under one roof so that the public at large may get benefit from these centers. The services including CNIC/NADRA, passport issuance, armed license, birth / death/marriage/divorce registration, fard-issuance record only, domicile, traffic fine collection, issuance of route permit, services provided by local government and district administration, motor vehicle registration and token tax collection services etc may be included depending upon the capacity and extent of automation already made by these department internally. Chairman P&D Board has been directed to act as a focal person for the whole project and the commissioners are directed to identify suitable places for establishment of Facilitation and Service Centers in each tehsil. The concerned departments have been directed to plan necessary alterations in their business processes and induction of automation so as to utilize most of the centers and the public gains an utmost benefit.

Provision of services, access to information and public welfare is the key agenda of any government. Where governments strive hard to launch new schemes for benefits of easy access to the existing portfolio of citizen centric services presents an equally important opportunity.  With  increased IT enablement in core government functions, governments can actually now plan along the lines of improving citizen services by focusing on reduction of processing time and streamlining operations by setting up one stop shops. Ideas of setting up one window cells within specific government departments are not new but spreading such a one stop shop across departments and provision of multiple services to general public has never been tried in this part of the world earlier.

Setting up facilitation centers across Punjab will help government achieve following:

  • Empowerment of citizens by providing easy access to public services
  • Effective, efficient, prompt and hassle free as well as corruption free service delivery
  • Greater accountability and transparency
  • Extending access to un-served groups
  • Simplifying transaction procedures
  • Minimizing costs to citizens
  • Minimizing cost to government (internal efficiency)
  • Increasing government revenue
  • Increased public satisfaction index

Service delivery cycle at Facilitation Center is illustrated below:

Business Issue/Opportunity

There are number of departments in the public sector which are involved in the provision of services to citizens. Each of the department is providing one or more services using different set of processes which may be automated or manual.  Integrating of all such services under one roof where citizens could come in and enjoy world class service delivery without having to visit different officers within the department serves as an inspiration for the idea of Facilitation  Centers. The ideas shifts departmental paradigm from department centric approach to citizen centric approach.

Value Proposition

Apart from ease of access, provision of transparent service delivery as per the industry standards of customer servicers. The project focuses on providing key services for extended hours with separate areas for male/female and special elderly service protocol.

 

 

 

Focal Person: Muhammad Waseem Bhatti