Brief_Complaints_slids cxzbnmbnm AHHJN KJJKaj [1].pptx

PID CMS Data

1. In 2007 Complaints Management Cell (CMC) established in PMIU . The Complaints Management Cell (CMC) is monitored by Deputy Director (Helpline). CMC improving efficiency to address the Public grievances, effective response to lodge and forward the complaint to concerned quarter . 1 COMPLAINT MANAGEMENT CELL (CMC)

2. Pakistan Citizen Portal (PCP) of Prime Minister Performance Delivery Unit (PMDU) Overseas Pakistanis Complaint Portal (OSPC) Chief Secretary Task Management System (CS-TMS) Chief Ministers & Minister Irrigation Directives Chief Secretary & Secretary Irrigation Complaints Punjab Irrigation Department Toll Free Helpline (0800-11333) PMIU Field Monitoring Teams (FMTs) inspection reports By Email Add: ( [email protected] ) By Postal Add: (PMIU, Irrigation Secretariat, Old Anarkali Bazar Lahore) Facebook Page: https://www.facebook.com/Punjab.Irrigation.D Twitter Page: https://twitter.com/IrrigationPb WhatsApp No: [phone] DIFFERENT SOURCES OF COMPLAINTS

3. 3 TOLL FREE HELPLINE

4. 4 Pakistan Citizen Portal (PCP) of Prime Minister Delivery Unit (PMDU)

5. 5 Overseas Pakistanis Complaint Portal (OSPC)

6. Chief Secretary Task Management System Portal (CS-TMS) 6

7. 7 Facebook Page

8. 8 Twitter Page

9. WhatsApp 9

10. Sr # Type of Complaint Public Complaints 1 Tail_Gauge_Missing 28815 2 Head_Gauge_Missing 28542 3 Others 22814 4 Tail_Short 20724 5 Water Theft 18481 6 Dry_Tail 15648 7 Excessive Tail 11983 8 Excessive_Head 6800 9 Discharge_Table 6763 10 Corruption 2464 11 Tail_Structure 2235 12 Missing_RD_Marks 2031 13 Rotational_Program 1914 14 Breach_of_Channel 1249 15 Gauge_Missing 1231 16 Head_Short 1213 17 Water_Course_Tempering 391 18 Desilting_Channel 375 19 Development_Work 109         Grand Total 173782 10 Types of Received Complaints Sr # Type of Complaint PMIU, FMTs IR 1 Water Theft 235945 2 Head_Gauge_Missing 36932 3 Discharge_Table 29341 4 Dry_Tail 22140 5 Tail_Short 12960 6 Tail_Gauge_Missing 12330 7 Breach_of_Channel 486 8 Gauge_Missing 72 9 Development_Work 7 10 Corruption 4 11 Others 1 12 Desilting_Channel 1 13 Excessive Tail 14 Excessive_Head 15 Tail_Structure 16 Missing_RD_Marks 17 Rotational_Program 18 Head_Short 19 Water_Course_Tempering         Grand Total 350219

11. 03 Helpline operators register the complaints which received from 12 sources. Complaint entered on Register & in Water Resource Management Information System (WRMIS) and Complaint ID issued. The contents of complaints are published on WRMIS Dashboard accounts of ADMs, XENs, SEs & Chief Engineers. Field staff are bound to respond within four days as per MIP Vol. 01 Ch. 10, Section 10.6. The replies received from the field staff are evaluated in the light of the rules and discussions with the complainant. Before resolving the public complaint, the complainant is called to check whether his grievances are properly addressed or not. If not, then concerned Executive Engineer is instructed for joint inspection of the complaint site. Computer generated reminders are also transmitted automatically by WRMIS to all concerned quarters for quick replies. 11 OPERATION OF COMPLAINT MANAGEMENT CELL

12. 12 WRMIS COMPLAINTS ENTERING

13. 13 WRMIS LODGED COMPLAINT

14. COMPLAINTS COMMENT ACTIVITY 14

15. 15 COMPLAINANT CAN TRACK HIS COMPLAINT ANYTIME

16. On Daily Basis 05 to 10 follow-up Calls to Field formation to remind the Pendency of complaints in 12 sources. On Every 03 Day WRMIS INBOX Pending Complaints Report (IPCR) Reminder Issued to ADMs & XENs conveyed through Email Add & on Official Whatsapp Group of PID. On weekly basis Pending Complaint Status Report (PCSR) issued to All concerned Chief Engineers to follow-up & control the pendency. On Bi-weekly basis 03 Portals Pending Complaint Status Report issued to Concerned Dashboard handlers to respond & resolution of complaints On Monthly basis CMC Pending Complaints Reminder issued to Field Formation CEs, SEs & XENs to redress the Public grievances. 16 FOLLOWUP BY COMPLAINT MANAGEMENT CELL

17. 17 WRMIS INBOX Pending Complaints Report (IPCR)

18. 18 FOLLOWUP BY COMPLAINT MANAGEMENT CELL

19. 19 FOLLOWUP BY COMPLAINT MANAGEMENT CELL

20. 20 FOLLOWUP BY COMPLAINT MANAGEMENT CELL

21. STATUS OF PUBLIC COMPLAINTS Overall Complaint Status from different sources of public complaints & also Field Monitoring Teams (FMTs) inspection reports received in CMC. Detail of different sources of complaints are given below: 21 Zone Unattended In Progress Resolved Total %age of Pendency Bahawalpur 21 132 1066 1219 12.55 DG Khan 9 49 327 385 15.06 Faisalabad 5 34 554 593 6.58 Lahore 10 47 481 538 10.59 Sahiwal 3 43 491 537 8.57 Sargodha 5 43 402 450 10.67 Multan 8 14 210 232 9.48 Potohar 1 1 7 9 22.22 Total 62 363 3538 3963 10.72 Percentage 1.6 9.2 89.3 100   1. Zone-wise detail of Chief Minister & Minister Irrigation Directives included Chief Secretary & Secretary Irrigation Complaints from 01.04.2008 to 03.04.2023 is as given below:

22. STATUS OF PUBLIC COMPLAINTS 2. Zone-wise detail of public complaints received through Punjab Irrigation Department Helpline (080011333),Twitter, Facebook, Email ID ( [email protected] ), Whatsapp No. (03184177270) & in Hard Copy form are lodged in WRMIS from 01.04.2008 to 03.04.2023 is as below. 22 Zone Unattended In Progress Resolved Total Bahawalpur 131 510 37113 37754 DG Khan 143 290 25852 26285 Faisalabad 35 172 27093 27300 Lahore 72 137 17000 17209 Sahiwal 34 145 23063 23242 Sargodha 53 164 28220 28437 Multan 33 124 9326 9483 Potohar 5 4 9 Total 506 1542 167671 169719 Percentage 0.3 0.9 98.8 100

23. STATUS OF PUBLIC COMPLAINTS 03. The status of PMIU Field Monitoring Teams (FMTs) inspection reports through SMS with pictorial evidence during their joint and surprise inspection with the help of 11 ADMs and 54 MAs all over the Punjab from 01.08.2011 to 03.04.2023 is as below. 23 Zone Unattended In Progress Resolved Total %age of Pendency Bahawalpur 1066 28138 43668 72872 40.08 DG Khan 844 20584 53149 74577 28.73 Faisalabad 191 13956 49053 63200 22.38 Lahore 300 8957 26511 35768 25.88 Sahiwal 104 7581 40044 47729 16.10 Sargodha 87 8113 31544 39744 20.63 Multan 85 5283 9069 14437 37.18 Potohar 2 2 100.00 Total 2677 92614 253038 348329 27.36 Percentage 0.8 26.6 72.6 100  

24. STATUS OF PUBLIC COMPLAINTS 04. Status of public complaints received through Chief Secretary Task Management System (CS-TMS) portal & Overseas Pakistani's Complaint Portal (OSPC) portal till 03.04.2023. 24 Description CS-Task MS OSPC CS-TMS %age of Pendency OSPC %age of Pendancy In Progress Resolved Total In Progress Resolved Total Complaints 2 60 62 9 19 28 3 32 Percentage 3 97 100 32 68 100    

25. STATUS OF PUBLIC COMPLAINTS 05. Status of complaints received through Pakistan Citizen's Portal (PCP) portal till 03.04.2023. 25 Zone New In Progress Escalated Super Escalated Resolved Total %age of Pendency Bahawalpur 24 1 9 3428 3462 0.98% DG Khan 17 2 4 2565 2588 0.89% Faisalabad 14 7 1 1 2308 2331 0.99% Lahore 12 3 2 3 1795 1815 1.10% Sahiwal 4 9 1 1 1698 1713 0.88% Sargodha 22 3 5 2842 2872 1.04% Multan 5 7 1331 1343 0.89% Potohar 5 3 348 356 2.25% Total 103 32 25 5 16315 16480 1.00% Percentage 0.6% 0.2% 0.2% 0.0% 99.0% 100%  

26. STATUS OF PUBLIC COMPLAINTS 06. Abstract of above given five sources of Public complaints are given below: 26 Zone No. of pending Directives No. of pending Farmers Complaints No. of pending PMIU Inspection Reports No. of pending CS-Task & OSPC Portal No. of pending PCP Total Pendency Bahawalpur 153 641 29204 3 34 30035 DG Khan 58 433 21428 1 23 21943 Faisalabad 39 207 14147 2 23 14418 Lahore 57 209 9257 1 20 9544 Sahiwal 46 179 7685 15 7925 Sargodha 48 217 8200 3 30 8498 Multan 22 157 5368 1 12 5560 Potohar 2 5 2 8 17 Total 425 2048 95291 11 165 97940

27. THE END THANKS 27