HEC organises workshop on Pakistan Citizen Portal for focal persons of HEC, HEIs
Islamabad, Jan 1, 2024: The Research & Analysis Activities (R&AA) section of HEC organized a two-day workshop on the Pakistan Citizen Portal (PCP) for the focal persons of HEC and higher education institutes (HEIs) at HEC Smart Classroom.
The training workshop was part of a series of workshops organized by the R&AA section of HEC to build the capacity of the focal persons of HEC and HEIs to better address the grievances/complaints of the concerned citizens at the PCP platform. PCP is a government-owned complaints and grievance redressal mechanism designed to efficiently address citizen (Inland, Overseas Pakistanis, and foreigners) complaints and promote participatory governance.
The workshop was attended by the focal persons of HEC and the universities of ICT, Rawalpindi, Azad Jammu & Kashmir, and Gilgit Baltistan. The Prime Minister’s Performance Delivery Unit (PMDU) team, comprising Deputy Secretary PMDU Mr Hassam Mahmood and Documentation Officer PMDU Mr Ejaz Hussain, were the resource persons for the event, comprehensively apprising the participants about the importance and workings of PMDU and PCP.
The workshop started with the recitation of the Holy Quran, followed by a heartfelt and impressive welcome note by Mr Asif Hussain-Director in charge R&AA section, setting an engaging tone for the event and followed by Mr Riaz Ahmed Qureshi Deputy Director, R&AA/Focal Person for PCP for HEC & HEIs providing the participants, through his comprehensive presentation, with an insightful introduction to the working of R&AA, PCP and the achievements made by HEC and HEIs regarding complaints’ resolution landed on their respective PCP dashboards.
He apprised that PCP was one of the major tasks assigned to the R&AA section apart from the National Youth Helpline, National Fee Refund Policy, and sexual harassment policy. Drugs and tobacco control policy, and disability policy, sharing the achievements of the PCP that since the inception of PCP, 2018 total complaints that were received to HEC & HEIs were 233,833, out of which 233,078 complaints have been resolved while remaining are under resolution process.
Mr Hassam Mahmood comprehensively told participants about the importance and working of PMDU and PCP stating that PMDU was established on 8th August 2013 at the Prime Minister’s Office. Initially, the aim was to focus on monitoring of key development projects under CPEC, Nandipur, Neelam Jhelum etc. However, PMDU was reorganized with amended ToRs on 28th October 2018 which included a Citizen Facilitation Task Management System and Special Tasks. He apprised about the INITIATIVES LAUNCHED BY PMDU, like PCP, Task Management System (TMS), ZARRA, Facility to lodge complaints manually through PCP for PGW, Physical & E-Khuli Kachehris at Federal Level and 24/7 Call Center of PCP, etc.
While talking about the significance of statistical data regarding PCP, he apprised that there were 4.3 million registered users on PCP and the number of total complaints on PCP, till last quarter of 2024, Total: 5,842,568 remained resolved: 5,759,728.
He highly praised the efforts of R&AA team, especially Mr Riaz Qureshi, for efficiently and effectively resolving a huge number of complaints and for well organizing the much needed, as per PCP manual, the training workshop.
After that, Mr. Ejaz Hussain gave his comprehensive presentation on the technical aspects of PCP and complaints handling on PCP, followed by question and answer sessions.
The two-day training workshop event concluded on a closing note, with the director-in-charge of the R&AA section underscoring the importance of continued efforts to effectively and efficiently resolve citizens’ complaints on PCP and appreciating the role of HEC and HEIs focal persons for their achievements, and followed by presentation of bouquets and HEC complimentary shields to the resource persons and certificates distribution among the participants and a group photo.
