Punjab Information Technology Board
Too many issues to complain about
Physically have to go to different offices
Long queues at Govt. offices
Poor service del...
Citizens to recognize their responsibility
Technology to serve as the eyes and ears for
CDGL in connecting with the 10 mil...
Request a service (CES)
Report an issue
File a complaint
Share a feedback
08000 CDGL (2345)
24 hours, 7 days a week
Trained Agents (initially 5)
Option of call back in case of long queues
Location based reporting (...
Complaints
Registered by
Citizens
Dashboards
DCO, ADC(G), DOC,
ACs, TMOs
EDOH, DOH, DDOHs,
Incharge Sunday Bazar
Food Insp...
Complaint verification through SMS
Citizens can
complain 24/7
Govt. resolves
with mobility
Enhanced
service
delivery and
customer
satisfaction
•Resolved
complaints can be
verified by call
center agent
Third party
verification
•Drill down view
for CDGL to the
lowest...
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform
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Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform

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A platform where citizens could raise their voice and complain to the local govt. for issues that they face in their city, pertaining to man hole missing, spurious drugs being sold, banner or wall chalking, adulterated food or milk, price hike, hoarding, etc. Citizens can call on a toll free helpline accessible 24/7 and also lodge complaint by downloading Android app or going to the web.
Every complaint is pushed to an Android cell phone (over 1,500 given to the City District Government of Lahore) and resolution is tracked in real-time with GPS and pictorial evidence.

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  • Did not put the Punjab Government, since both logos are similar and it didn’t look right having both side by side
  • Zimmedar Shehri (Responsible Citizen) Initiative of the Govt. of Punjab as per of the Citizen Services Platform

    1. 1. Punjab Information Technology Board
    2. 2. Too many issues to complain about Physically have to go to different offices Long queues at Govt. offices Poor service delivery, no timely disposal Often officers are not available Result: Increasing Distrust in Government
    3. 3. Citizens to recognize their responsibility Technology to serve as the eyes and ears for CDGL in connecting with the 10 million + citizens out there (CCC) Share the happenings around the City Help us Help YOU!
    4. 4. Request a service (CES) Report an issue File a complaint Share a feedback
    5. 5. 08000 CDGL (2345)
    6. 6. 24 hours, 7 days a week Trained Agents (initially 5) Option of call back in case of long queues Location based reporting (GIS Visualization) Real-time monitoring Complaints pushed to dashboard, email and SMS Daily SMS summary to TMOs, ACs and ADC(G) Dashboards and reports for senior Administration
    7. 7. Complaints Registered by Citizens Dashboards DCO, ADC(G), DOC, ACs, TMOs EDOH, DOH, DDOHs, Incharge Sunday Bazar Food Inspectors TORs Zimmedar Shehri CMS
    8. 8. Complaint verification through SMS
    9. 9. Citizens can complain 24/7 Govt. resolves with mobility Enhanced service delivery and customer satisfaction
    10. 10. •Resolved complaints can be verified by call center agent Third party verification •Drill down view for CDGL to the lowest level in real-time Enhanced Transparency •Policy planning •Resource management Informed Decision Making •Increased citizen satisfaction Good Governance

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