Govt Celebrates Citizen Portal Success Despite Only 30% Satisfaction Rate

The federal government’s claim of a 98.7 percent complaint resolution rate on the Pakistan Citizen Portal largely shows the closure of registered cases rather than actual citizen satisfaction.

The government’s own figures show that only about 30 percent of total complainants expressed satisfaction with the handling of their complaints, while most reported dissatisfaction. This means more users expressed dissatisfaction than satisfaction with the outcomes of their complaints.

The Pakistan Citizen Portal has registered more than 6.05 million public complaints since its launch, resolving nearly 5.97 million of them.

The portal received 6,052,791 complaints, of which 5,974,343 have been marked as resolved. However, satisfaction data presents a different picture. The report shows that 1,689,301 users were satisfied with the handling of their complaints, accounting for 27.9 percent of all registered complaints, while 1,922,472 users expressed dissatisfaction, representing 31.8 percent of total complaints.

While a large number of cases have been closed in the system, a significant portion of citizens who provided feedback were not happy, simply put.

The portal recorded 66,161 new complaints, while 12,287 cases remain under process. Also, 11,350 complaints were escalated, while 30,937 cases reached the super escalation stage.

Authorities issued 3,976 warnings during the complaint management process.

The portal received 3,611,777 feedback entries. Of these, 1,167,361 were resolved, 607,401 were partially resolved, and 1,837,005 remained unresolved.

The government said the Pakistan Citizen Portal has strengthened e-governance. However, the dissatisfaction figures paint a different picture.

There's a big difference between the government’s reported complaint closure rate and citizens’ assessment of whether their issues were actually resolved.

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