ICMC 12-06-024 asanj djsalkjdlk nklsmaklm .ppt

icmc

1. Government of the Punjab

2. Government of the Punjab

3. Government of the Punjab
The Irrigation Complaints Management Cell (ICMC)
working since 2007.
Deputy Director (Helpline) is the Focal Person of
Irrigation Complaints Management Cell (ICMC).
ICMC is dedicated to enhancing efficiency in
addressing public grievances by promptly receiving,
lodging, and forwarding complaints to the
concerned offices.
3
Irrigation Complaint
Management Cell (ICMC)

4. Government of the Punjab
1.03 Helpline Operators, 14 Sources of complaints.
2.Complaints are logged both in a register and Water
Resource Management Information System (WRMIS),
Unique Complaint ID.
3.WRMIS Dashboard accessible to ADMs, SDOs, XENs, SEs,
and Chief Engineers.
4.Field staff Bound to response within four days according to
the guidelines outlined in MIP Vol. 01 Ch. 10, Section 10.6.
5.Responses evaluated by SOPs 2020 and feedback of
complainant.
6.Complainants / farmers can follow-up by Toll Free Helpline
and by Website Link.
4
Operation of Complaint ICMC

5. Government of the Punjab
1.Pakistan Citizen Portal (PCP) of Prime Minister Performance
Delivery Unit (PMDU), PID Focal Person Director (Gauges).
2.Citizen Relationship Management (CRM), Chief Minister Complaint
Cell, PID Focal Person Director (Gauges).
3.Overseas Pakistanis Complaint Portal (OSPC), PID Focal Person
Deputy Director (Helpline).
4.Chief Secretary Task Management System (CS -TMS), PID Focal
Person Deputy Director (Helpline).
5.Irrigation Department’s Water Resource Management Information
System (WRMIS) Portal, Focal Person Deputy Director (Helpline).
6.Ministry of Parliamentary Affairs, Islamabad, PID Focal Person
Deputy Director (Helpline).
7.Chief Minister & Minister Irrigation Directives.
8.Chief Secretary & Secretary Irrigation Complaints.
5
Different Sources Of Complaints

6. Government of the Punjab
Different Sources Of Complaints
9.Punjab Irrigation Department Toll Free Helpline (0800-11333).
10.By Email Add: ([email protected] )
11.By Postal Add: PMIU, Irrigation Secretariat, Old AnarkaliBazar
Lahore
12.Facebook Page: PMIU Irrigation
13.Twitter Page: @PMIUIrrigation
14.WhatsApp No: [phone]
15.PMIU Field Monitoring Teams (FMTs) inspection reports.
6

7. Government of the Punjab
7
1. Dashboard of Pakistan Citizen Portal (PCP) of
Prime Minister Delivery Unit (PMDU)

8. Government of the Punjab
8
1. Pakistan Citizen Portal (PCP) Complaint
Sample
PCP Complaint Sample

9. Government of the Punjab
9
2. Dashboard of Citizen
Relationship Management (CRM)

10. Government of the Punjab
10
2. Citizen Relationship Management
(CRM) Complaint Sample
CRM Complaint Sample

11. Government of the Punjab
11
3. Dashboard of Overseas Pakistanis
Complaint Portal (OSPC)

12. Government of the Punjab
4. Dashboard of Chief Secretary Task
Management System (CS -TMS)Portal
12

13. Government of the Punjab
13
5. Toll Free Helpline

14. Government of the Punjab
14
6. Dashboard of Facebook Page

15. Government of the Punjab
15
7. Dashboard of Twitter Page

16. Government of the Punjab
8. Dashboard of WhatsApp
16

17. Government of the Punjab
17
Trend of Received Complaints
till 24-06-2024
Sr#Type of Complaint Public Complaints
1Water Theft 6331
2
Others (HR, Policy, Suggestions,
Non Location Based).
5868
3Corruption 2541
4Tail_Short 1826
5Dry_Tail 1295
6Rotational_Program 965
7Water_Course_Tempering 436
8Desilting_Channel 391
9Development_Work 107
10Breach_of_Channel 102
11Excessive Tail 34
12Excessive_Head 16
13Head_Gauge_Missing 11
14Tail_Gauge_Missing 6
15Head_Short 4
16Gauge_Missing 2
17Discharge_Table 1
18Tail_Structure 1
Grand Total 19937
Sr#Type of Complaint PMIU, FMTs IR
1Water Theft 269648
2Head_Gauge_Missing 67594
3Tail_Gauge_Missing 41138
4Dry_Tail 37549
5Discharge_Table 37413
6Tail_Short 33439
7Others 17388
8Excessive Tail 11950
9Excessive_Head 6785
10Tail_Structure 2234
11Missing_RD_Marks 2031
12Breach_of_Channel 1737
13Gauge_Missing 1301
14Head_Short 1209
15Rotational_Program 1020
16Development_Work 11
17Corruption 9
18Desilting_Channel 3
Grand Total 532459

18. Government of the Punjab
18
Dashboard of WRMIS complaints
lodging

19. Government of the Punjab
19
Dashboard Of WRMIS Lodged
Complaint

20. Government of the Punjab
Dashboard Of Complaints
Comment Activity
20

21. Government of the Punjab
21
Dashboard Of Complainant Can
Track His Complaint Anytime

22. Government of the Punjab
22
Followupby ICMC
Sr.
No
Description
Follow-up Time
Frequency
Activities Due date of
(+02) Days
1
XENs are called for follow up of pending
complaints (FCR)
10-15 call on daily
basis
Daily
2
Daily Lodged CRM directives Report shared in
Xens Whatsapp Group.
Daily Daily
3
CRM Pending Overdue Chief Ministers Directives
to Concerned Chief Engineers & XENs.
Weekly Basis 7
th
, 14
th
, 21
st
& 28
th
4
WRMIS Pending directives report to all Chief
Engineers, Superintending Engineers & Executive
Engineers. (D.C.S.E).
Weekly Basis 3
rd ,
10
th,
17
th
5
WRMIS pending Escalated & Super Escalated
complaints report (WRMIS E&S)
Bi-Weekly Basis 4
th
& 18
th
6
Pending Pakistan Citizen Portal (PCP) complaints
report to all concerned dashboards ( PCP E&S)
Bi-Weekly Basis 5
th
& 19
th
7
Fortnightly WRMIS pending complaint status
report (PCSR) to Secretary Irrigation (SI-R)
Bi-Weekly Basis 9
th
& 23
rd
8
WRMIS Pending complaints report (with
Zonal/Circle/Division wise detail) to all the
concerned Chief Engineers ( ZCD-R)
Monthly Basis 6
th

23. Government of the Punjab
23
Number of Followupletters by
ICMCSr
No
Concerned Offices
No. of PMIU
Letters
No. of
responses
1Chief Engineers 251 0
2Superintending Engineer128 1
3Executive Engineer 463 6
842 7
Number of Followup Letters
(from 2022 to 27 May 2024)
Total

24. Government of the Punjab
Pendency Of Directives &
Complaints since 2008
1.ZonewisedetailofChiefMinister&MinisterIrrigationDirectivesincluded
ChiefSecretary&SecretaryIrrigationComplaintsarelodgedinWRMISfrom
01.01.2008to12.06.2024isasgivenbelow:
24
Pendency
Ranking
Zones Unattended In Progress Resolved Total
% age of
Pendency
1
st
Potohar 1 2 6 9 33.33%
2
nd
DG Khan 9 81 329 419 21.48%
3
rd
Bahawalpur 19 134 1122 1275 12.00%
4
th
Lahore 12 54 494 560 11.79%
5
th
Sargodha 6 50 427 483 11.59%
6
th
Multan 10 19 229 258 11.24%
7
th
Faisalabad 14 42 567 623 8.99%
8
th
Sahiwal 5 43 535 583 8.23%
Total 76 425 3709 4210 11.90%
Percentage % 1.8% 10.1% 88.1% 100.0%

25. Government of the Punjab
Pendency Of Public Complaints
since 2018
2. Zone wise detail of public complaints received through Irrigation Helpline
(0800-11333), Social Media, Emails & by postal Address in the Irrigation
Complaint Management Cell (ICMC) are lodged in WRMIS from 01.01.2018 to
12.06.2024 is as below.
25
Pendency
Ranking
Zones Unattended In Progress Resolved Total
%age of
Pendency
1
st
Potohar 4 2 0 6 100.00%
2
nd
DG Khan 99 435 191 725 73.66%
3
rd
Lahore 18 191 195 404 51.73%
4
th
Faisalabad 36 166 278 480 42.08%
5
th
Sargodha 26 205 425 656 35.21%
6
th
Multan 32 84 295 411 28.22%
7
th
Sahiwal 7 91 572 670 14.63%
8
th
Bahawalpur 71 54 1009 1624 7.70%
Total 293 1228 2965 4976 30.57%
Percentage % 5.9% 24.7% 59.6% 100.0%

26. Government of the Punjab
Pendency Of Pakistan Citizen's Portal
(PCP) Portal
03. Status of complaints received through Pakistan Citizen's Portal (PCP) portal
till 12.06.2024.
26
Pendency
Ranking
Zones New In progressEscalated
Super
Escalated
Resolved Total
%age of
Pendency
1
st
Potohar 8 0 1 3 405 413 1.9%
2
nd
Sahiwal 11 5 1 0 1837 1853 0.9%
3
rd
Multan 10 1 0 0 1445 1456 0.8%
4
th
Lahore 14 1 1 4 1896 1911 0.8%
5
th
Bahawalpur 20 10 5 7 3726 3756 0.8%
6
th
Sargodha 18 6 3 4 3096 3120 0.8%
7
th
Faisalabad 12 9 1 0 2505 2526 0.8%
8
th
DG Khan 17 1 2 2 2740 2758 0.7%
Total 110 33 14 20 17650 17793 0.8%
Percentage % 0.6% 0.2% 0.1% 0.11% 99.2% 100%

27. Government of the Punjab
Pendency of OSPC & CS-TMS
Portals
04. Status of public complaints received through Chief Secretary Task
Management System (CS-TMS) portal & Overseas Pakistani's Complaint Portal
(OSPC) portal till 12.06.2024.
27
Description
CS-Task MS OSPC
CS-Task MS
%age of
Pendency
OSPC
%age of
Pendancy
In ProgressResolvedTotalIn ProgressResolvedTotal
Complaints 1 60 61 8 19 27 2% 30%
Percentage % 2% 98% 100% 30% 70% 100%

28. Government of the Punjab
Status of WRMIS E&SE Public
Complaints
05. Status of WRMIS Escalated & Super Escalated public complaints till
25.06.2024.
Escalated PC
Super Escalated PC
28

29. Government of the Punjab
ICMC Proposed SOPs
Proposed SOPs
Sops 2020
Previous ICMC Inst. 2007 & 2008
29

30. Government of the Punjab
The End
THANKS
30