CIAA Chief Commissioner Prem Kumar Rai has stated that additional reforms are necessary to make public service delivery more accessible and user-friendly for citizens.
Speaking at a program marking the CIAA's 34th anniversary on Monday, Chief Commissioner Rai said that while the government has worked to make public services more efficient, accessible, and systematic by using information technology, service delivery in federal offices—specifically those handling transport, land revenue, surveys, passports, foreign employment, and immigration—has fallen short of expectations.
He added that services at the provincial and local levels have become more complex and costly, hindering citizens' access to simple, user-friendly services.
He stated that complaints to the CIAA show public procurement and construction are plagued by unjustified budgets, unplanned contracts, collusive projects, improper payments, fund misuse, Citizens' Charter violations, intermediaries, and obstructed service delivery.
"Despite government efforts to streamline public services through IT, key federal offices (transport, land revenue, survey, passport, foreign employment, and immigration) have failed to live up to the citizens' expectations. Furthermore, provincial and local services have become more complex and costly, hindering citizens' access. Therefore, further reforms are necessary to simplify service delivery," said Rai.
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