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
Sohail Ahmad Phatak, Aasim Nisar. (2017) Public Complaint Handling Process and the Usage of ICT in Public Sector: An exploratory Study of Ombudsman Sector of Pakistan, Pakistan Journal of Engineering and Applied Sciences, VOLUME 20, Issue 1.
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