Lahore: On the instructions of Chief Minister’s Secretariat the government has suspended several officials in districts across Punjab in a crackdown on petty corruption after identifying evidence about their misconduct using the citizens’ feedback model.
Citizens Feedback Model, a highly effective tool to identify corrupt government officials and improve service delivery, is in full swing in all districts of Punjab in a number of services. These range from emergency healthcare and property registration to issuance of character certificate and driving license. Everyday more than 10,000 people are contacted by the government from “8070” to seek feedback about quality of service delivery. The feedback received is being reviewed by the Chief Minister’s office on a daily basis.
As a result of this effort, officials in various government departments have been identified and suspended from service for misconduct which include dispenser at RHC Mustafabad, Kasur, clerk at domicile branch, Rahim Yar Khan, clerk at domicile branch, Rawalpindi, Rana Nazar at registry branch, Ferozewala, Sheikhupura, Ashraf Sialvi at registry branch, Faisalabad City, Faisalabad, Khurshid-ur-Zaman at registry branch, Nishter Town, Lahore and M. Asghar at registry branch, Allama Iqbal Town, Lahore.
The Feedback Model, is harnessing the power of call centers, text messages, and personal phone calls to identify personnel responsible for petty corruption, improve monitoring, rebuild community trust by soliciting feedback from citizens receiving various services across the province.
The government is keen on upholding this effort to cleanse the system by weeding out corrupt officials so citizens can access government services with ease and comfort. Citizens are requested to reply to SMS messages from 8070 and communicate frankly their experience of receiving services.
Under the project, when a citizen in Punjab visits a government office, their name, mobile phone number, type of service requested, and the responsible official are sent to a privately contracted call center. The call center follows up with an automatic SMS message and a phone call requesting feedback. Responses are entered into a database and reports are made available in real-time to Chief Minister’s Secretariat and field officers. In addition, the project supplements this survey with direct calls to citizens by senior government officials.