In a significant move to enhance public service, Federal Ombudsman Ejaz Ahmed Qureshi inaugurated the extended Public Facilitation Wing at the Regional Office in Karachi on Thursday. The event also served as a platform to honor officers and staff for their exceptional performance over recent years.
Recognition and a New Performance System
During the ceremony, Ejaz Ahmed Qureshi distributed shields and certificates to officers and staff members from the Regional Ombudsman Offices of Karachi, Hyderabad, Sukkur, and Mirpur Khas. He elaborated on a newly introduced performance-based awards system designed to establish high standards of professional excellence.
The initiative uses objective criteria like the number of complaints resolved, implementation of findings, holding of Khuli Katcheries, and inspection visits to evaluate performance. Qureshi emphasized that recognizing high performance acts as a powerful motivational force, encouraging others to improve their efficiency and professionalism, and expressed confidence in its lasting positive impact on the institution.
Digital Integration and Staggering Performance Stats
The Federal Ombudsman announced a key integration aimed at helping the business community. The Karachi Chamber of Commerce and Industry (KCCI) has been linked with the Wafaqi Mohtasib's Computerized Complaint Management Information System (CMIS). This linkage will allow businesses to lodge complaints directly into the Ombudsman's system for faster and more effective resolution.
Sharing remarkable performance statistics, Qureshi informed that the institution has received approximately 400,000 complaints in the current year, achieving an impressive resolution rate of 95 percent. More than 246,000 complaints have already been redressed, with the total expected to exceed 250,000 by the year's end.
Over the past four years, the institution has handled a total of 840,000 complaints, providing public relief worth approximately Rs 9.46 billion. This relief primarily concerned issues related to electricity, gas, insurance claims, pension, EOBI matters, and other public grievances.
Expanding Access and Gaining International Acclaim
Reiterating the institution's role as a "poor man’s court" and the last resort for aggrieved citizens, Qureshi stressed sustained dedication to ensure justice and timely relief. He highlighted efforts to expand accessibility, including setting up regional offices in remote areas and introducing WhatsApp and online complaint facilities for citizens nationwide.
The institution's efficiency has also garnered international recognition. Due to its proven efficacy, Pakistan was unanimously elected as the chair of the Asian Ombudsman Association, which comprises 47 member countries.
Qureshi acknowledged the media's constructive role in raising awareness about the Ombudsman, which has significantly increased public confidence and use of its complaint redressal mechanism. Speaking at the event, Amir Ahmad Shaikh, Member and In-Charge of the Karachi Regional Office, commended Qureshi's visionary leadership for transforming the institution into a more responsive and people-centric organization.
