14 Public Complaint Handling Process and the Usage of ICT in Public Sector: An exploratory Study of Ombudsman Sector of Pakistan

Abstract

This paper explores the evolution of public grievance redressal sector (PGRS) in Pakistan with insight knowledge of public complaint handling process including usage of modern technology in handling process. The systemic inefficiencies and process irregularities of the legacy Ombudsman modus operandi had an adverse effect on its overall progress. To improve the existing Ombudsman system, usage of information and communication technology for complaint handling process was explored in the current research. The functional workflow process for public complaint handling was designed and implemented in PGRS using information system, which decreased the deficiency of technology usage from 92% (2011-12) to 58% (2016). This optimized complaint handling process has also increased the disposal of public complaints within 60 days from 8% (2013) to 93% (2016) at federal level and 56% (2014) to 73%(2016) at provincial level. The performance of the PGRS has been increased by increasing the usage of ICT in sector.