Key Takeaways
- The Pakistan Citizen Portal has a 98.7% complaint resolution rate but only 30% satisfaction among users.
- Over 6 million complaints have been registered since the portal’s launch, with nearly 6 million resolved.
- A significant number of users remain dissatisfied, with 31.8% expressing dissatisfaction.
The federal government has celebrated the Pakistan Citizen Portal's high complaint resolution rate, but a recent analysis reveals that only about 30 percent of total complainants expressed satisfaction with the handling of their complaints.
Since its launch, the portal has registered more than 6.05 million public complaints and resolved nearly 5.97 million cases, marking an impressive closure rate of 98.7 percent.
However, this high resolution figure does not reflect user satisfaction as accurately as it might seem. The government's own data shows that while 1,689,301 users were satisfied, a larger number—1,922,472—expressed dissatisfaction with the outcomes of their complaints.
The portal recorded 66,161 new complaints and had 12,287 cases under process. Additionally, 11,350 complaints were escalated, while 30,937 reached a super escalation stage, indicating ongoing issues that require further attention.
Authorities issued 3,976 warnings during the complaint management process, highlighting areas where improvements are needed to ensure better service delivery.
The government claims that the Pakistan Citizen Portal has strengthened e-governance. However, the dissatisfaction figures paint a different picture, suggesting that while many cases may be closed, they are not necessarily resolved in a manner that satisfies citizens.
Feedback entries from users reveal that 1,167,361 were fully resolved, 607,401 partially resolved, and 1,837,005 remained unresolved. This indicates a significant gap between the resolution of complaints and their satisfactory closure.
The portal's success in resolving cases does not equate to user satisfaction, as nearly one-third of complainants remain unhappy with the outcomes.
