ISLAMABAD: The Department of Immigration & Passports has received 12,147 messages (SMS) from passport applicants through Customer Feedback Management Programme (CFMP) during last one year and the complaints have been resolved on priority basis.
The feedback is evaluated on basis of categorization of messages i.e delay, attitude, corruption, procedure difficulties, agent, bank delay, suggestions and information.
The Department of Immigration & Passports has taken many steps to facilitate public and to make process of issuance/renewal of passports more simple, easy and transparent and in this respect SMS-based Passport Delivery notification services have also been launched to intimate passport applicants about printing/collection of passport from concerned Passport Office.
Official sources at Interior Division on Friday said IVR based helpline (9988) have been launched for general public in six languages. A Helpline with three toll free numbers has been established in Headquarters to provide updated information to applicants and also receive their complaints, if any.
Accessibility to public has been ensured via IT based tools such as official email of Director General, emails of all Branch Incharge and emails of all Regional Passport Offices (RPOs). Public support services have been enhanced through establishing “Facilitation Desk” at Headquarter and information desks at all major Regional Passport Offices (RPO’s) across the country.
This facility will be provided in all Regional Passport Offices subject to availability of Human Resource and Hardware equipment.
Moreover, the sources said around 800 complaints were received during last one year from Regional Passport Offices across the country.
All the complaints were resolved on merit. The sources said the above mentioned programmes are evaluated on daily basis as well as monthly basis, through Technical Wing. Approximately 400 calls are being received on daily basis through Toll Free No.i.e 0800-34477 which are resolved on spot. However, some of them have been noted and submitted to concerned branches for early resolution on priority basis. Helpline is working in morning as well as evening shift.
Recently Call Center helplines have been increased from two lines to five lines which have been upgraded on latest Industry Standard with proper call queue system and automated voice response.
Published in Daily Times, April 21st 2018.
