Khyber Pakhtunkhwa

Good
Governance
Strategy
G o o d G ov e r n a n c e

Open Service Citizen Innovations Performance

Government Delivery Participation & &
Technology Accountability

Open, Responsive & Accountable Governance

Performance Management and Reforms Unit

Office of the Chief Secretar y
Khyber Pakhtunkhwa
Good Governance
Strategy
Open, Responsive & Accountable
Governance

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“With faith, discipline and selfless devotion to duty, there
is nothing worthwhile that you cannot achieve”
MUHAMMAD ALI JINNAH.
 Message from Chief minister Khyber Pakhtuknhwa

Since the emergence of PTI led government in 2013, we have

come along miles of distance on the path of peace, prosperity,
enlightenment and good governance. Entrusted with the huge
responsibility of taking over the reign of power in one of the
most poli�cally vola�le and terror stricken province of
Pakistan, it were the people of Khyber Pakhtunkhwa who stood
beside us, showed strong will and character. By honoring this
trust of the people and feeling great responsibility, we endeavored to adopt quick, tangible
and posi�ve steps in all direc�ons that would lead to the ul�mate goal of prosperity and
welfare of the people of our province.

Our drive against corrup�on, nepo�sm and parochialism, bad governance and lack of
adequate legal edifices in many areas of governance led us to probe deeper into the root
causes of those grave issues, and resultantly, we came with more open and clear message
to change the status quo in our collec�ve lives which were marred with terror, corrup�on,
instability, backwardness and depriva�on. We struggled to reform health and educa�on
sector, fought corrup�on and terrorism, rooted out various administra�ve and governance
mal-prac�ces, established various new ins�tu�ons, and introduced many new laws to have
be�er and informed ci�zenry, and prosperous and enlightened society. On the basis of our
tremendous performance people of Khyber Pakhtunkhwa again reposed their hopes in PTI
government and now we feel the responsibility has increased manifold because we have to
maintain what we have achieved and rather, we must make efforts to go extra miles in
delivering the best possible results of our ini�a�ves to our people.

This Khyber Pakhtunkhwa Good Governance Strategy is designed in a manner to make

Government more transparent, accountable and open in its approach and working. This
whole paradigm, in turn, will help us achieve greater public sa�sfac�on. Also, This will
make great contribu�ons towards our aim of providing efficient public service delivery.
Moreover, we have also formalized the voice of ci�zens into public policy and reforms. We
understand the poli�cal ambi�ons can never be materialized without robust and dynamic
administra�ve machinery. This strategy is roadmap to be�er public service delivery which
has been hallmark of this government. Besides, this will increase the sense of public
par�cipa�on which is the soul of democracy. We hope this good governance strategy will
steer us successfully through challenges of the governance we are up against. This is my
responsibility to provide oversight to its implementa�on and I will ensure that we do it to
achieve the highest standard of public good in the most efficient manner. The officer will
be judged by their performance against the indicators of the strategy. We pray may Allah
grant us the courage to serve the people in the truest spirit of democracy.

Mehmood Khan
Chief Minister,
Khyber Pakhtunkhwa
 Message from Chief Secretary Khyber Pakhtuknhwa

A�er successfully overcoming the scourge of terrorism through

the sacrifices of the people of Khyber Pakhtunkhwa, we are
now ready to embark on a period of ins�tu�onal reform.
During the last few years, a major chunck of efforts and
resources were dedicated to maintain quick, efficient and
responsive security mechanisms and allied ma�ers, leaving
limited resources for ci�zen facilita�on and engagement.
By the grace of Almighty Allah, with the dawn of era of peace and stability, change of focus
has taken place and ci�zen welfare is center of public policy. This approach demands that
our ins�tu�ons should work efficiently, effec�vely and transparently through improved
governance mechanisms. This entails that public should have access to informa�on and
public offices, they have an ac�ve voice in decision making and they have a sense of
ownership and inclusiveness in public affairs.

In light of vision of the Provincial Government, this good governance strategy has been
introduced which encompasses interna�onal best prac�ces ranging from performance
and accountability of all �ers of administra�ons to service delivery, open government and
full public par�cipa�on at different levels of administra�ve affairs.

This strategy is a living document and an a�empt to align efforts towards Sustainable
Development Goals (SDGs) and Open Government Partnership (OGP). I foresee that the
goals and targets at the tac�cal level will keep evolving in the course of implementa�on on
ground whereas the strategic goal for the Province shall remain paramount; a transparent,
accountable and performance oriented public sector which meets the expecta�ons of the
people.

As we embark on this journey, I urge all public func�onaries to ensure its implementa�on
in le�er & spirit and hope all public representa�ves & stakeholders including general public
will provide their valuable feedback and insight.

Muhammad Salim Khan

Chief Secretary,
Khyber Pakhtunkhwa
 Table of Contents

1. Introduction 7
Objectives 11

2. Good Governance Framework 12

i. Open Government & Transparency 14

ii. Public Service Delivery 20
iii. Citizen Participation 27
iv. Performance & Accountability 32
v. Ideas, Innovations & Technology 38

3. Implementation Plan 42

4. Communication Plan 44

5. Acknowledgements 46
1. Introduction
The jus�fica�on for the existence of government is its fundamental pledge to fulfil
the fiduciary role given to it by the people it governs through a social contract. It is
through effec�ve governance that every government a�empts to redeem this
pledge. Governance defines the regulatory framework of a society, assis�ng its
organisa�on to make and implement decisions, alleviate dispari�es, and mediate
differences. The rights and obliga�ons of the government enshrined in the
cons�tu�on and its subservient laws and policies are respec�vely exercised and
discharged through government. Governance encompasses, inter-alia, the
ins�tu�ons and prac�ces which set limits for, and provide incen�ves to, the
ci�zens. It operates at every level of human enterprise in a country and its impacts
are, without discrimina�on, for all segments of the society.

The provincial government of Khyber Pakhtunkhwa, in its previous tenure

(2013-2018), emphasized greatly on improvements in governance through
legisla�ve vigour. Taking the lead amongst the federa�ng units, it excelled by
enac�ng a number of landmark laws, which upon their enforcement not only
benefited the common man, but also enhanced the conduct and produc�ve
efficiency of the public sector. Notable among these are the Right to Informa�on
(RTI) and Right to Services (RTS) laws.

Vision
Welfare of the citizens

Performance Monitoring and Reform One e-governance ini�a�ve of note is

Unit (PMRU) has established several
e-governance reforms by crea�ng online
portals designed to monitor, evaluate,
review progress and performance of the
public sector departments. A dis�nc�ve
feature of these portals is a reliance on
the ci�zens for the iden�fica�on and
ar�cula�on of their governance needs.
This promoted ci�zens’ involvement in
an effec�ve, transparent and
accountable process of governance.
the Pakistan Ci�zen Portal (PCP). At the
World Governance Summit in Dubai in
February, 2019, the PCP was declared
the second-best government mobile
applica�on in ci�zen engagement
category. Its precursor and founda�onal
model, the KP Ci�zens’ Portal was
created by the PMRU under the auspices
of the KP provincial government. Out of
more than 90,000 complaints submi�ed
on the KP Ci�zens’ Portal during the
three years, 85,000 were resolved.

7
Now in order to provide a strategic framework for the crea�on of an
accountable, performance oriented, transparent and responsive government,
the Chief Minister Khyber Pakhtunkhwa has desired to consolidate the gains
made by the PTI government in its previous tenure and further extend these
overarching principles at all levels of government.

This strategy post implementa�on will make the government more open to
ci�zens, ensure that ins�tu�onal arrangements are inline with interna�onal best
prac�ces and standards, enable transparency in service delivery processes and
u�lise technology for the crea�on of public value. Concurrently this framework
will put in place a strong mechanism for accountability. Ul�mately this strategy
will entrench a culture of efficient service delivery and facilitate the crea�on of
environment of good governance in the province.

Guiding Principles

Public good and convenience

Humaneness, the hallmark of

public dealing

Ensure effective service delivery

to citizens

10
Objectives
The strategy will provide a comprehensive, structured, and cohesive framework
1. Efficiently adop�ng and implemen�ng contemporary concepts of good
governance harmonized with indigenous factors;
2. Sustained iden�fica�on of crea�ve governance ideas and the ins�tu
�onaliza�on of a progressive culture of innova�ons;
3. Strengthening poli�cal oversight over execu�ve departments required
to deliver in public interest;
4. Crea�on of governance structures which are flexible and open to
sugges�ons from ci�zens and at the same �me responsive,
transparent, and accountable to them;
5. Devising an efficient mechanism for the monitoring, evalua�on, and
repor�ng of performance across the diverse mul�plicity of
departments;
6. Fundamentally enhancing the capacity of public servants to address
emerging governance challenges, and rewarding public servants who
stand apart by delivering;

11
 Good Governance Framework
The Good Governance Strategy has five basic pillars each iden�fiable with certain areas of
interven�on. For the successful implementa�on of this strategy, each area of interven�on has been
made measurable by a set of Performance Indicators. On the basis of these KPIs the process of
periodic review will take place for gauging the progress of district administra�on and administra�ve
departments against each area of interven�on. Moreover, it will be complimented by an
implemen�on plan with specific �meline. This framework will also be supported by
communica�on strategy to update media/public on progress of KP Good Governance Strategy.

1 2 3 4 5
Open Government
& Transparency
Public Service
Delivery
Citizen
Participation
Performance &
Accountability
Ideas, Innovation
& Technology

Proac�ve disclosure Public service delivery Ci�zen grievances & Improving coordina�on Disrup�ng the governance
Transparency paradigm feedbacks
Internal accountability Performance Management
Public outreach Regulatory func�ons Ci�zen voice in Systems
Intelligent career
Technology driven governance
Ease of doing business planning Service Delivery Systems
service delivery
Open Data Portal Empowering ci�zens
Inspec�ons and Performance based Integra�on of Systems
Access to the follow-ups assessments
government Chronic grassroot Ci�zen-to-Government
level problems Public oversight of Interac�on
development
Edge of the Government
Green Challenge Government processes

Performance Indicators

easy
business services kp
portal portal
inspections

E-Governance ipms citizen

Systems rcms
portal lrcp

fts vms
hr
12
Open Government
& Transparency
OPEN GOVERNMENT & TRANSPARENCY
Open government is ci�zens’ right to access to all the documents and proceedings of the
government for effec�ve public oversight, and transparency implies that the processes of RIGHT TO INFORMATION
government should be scrupulous enough to bear public scru�ny. Under good governance

13,093
strategy an a�empt has been made towards pro-ac�ve disclosure of informa�on to the public,
easy access of the public to government offices and their outreach and interac�on. Moreover,
open data portal and government transparency indices are introduced in order to ensure
transparency in government processes, and ease of doing business.
Requests recieved by RTI

INTERVENTIONS
223
Requests recieved via e-RTI Portal

Proac�ve disclosure Access to government Public outreach &

interac�on
66
Proac�ve disclosures published online

Ease of doing Transparency in Open data portal

REACHING OUT TO THE PUBLIC
business government

665
processes

OBJECTIVES Khuli Kachehris held

Building greater openness and transparency into government
processes;
Social and economic benefits of releasing government-held data and

11,557
information;

Issues reported in Khuli Kachehris

BENEFICIARY

government 04 Citizen 19 Both 18 9,014

Issues resolved in Khuli Kachehris

TIMELINES 4,31,63,871
08
IMMEDIATE
14
SHORT-TERM
09
MID-TERM
10
LONG-TERM
Ci�zens visited KP official Web Portal

DATA COLLECTION FREQUENCY

monthly yearly
PERFORMANCE INDEX
31 10 0 0 GOVERNMENT TRANSPARENCY INDEX
OPEN GOVERNMENT INDEX

Real time quarterly PUBLIC OUTREACH & INTERACTION INDEX

# Performance Indicator Beneficiary Measure/ Data Collection Responsibility Timeframe Frequency Evidence
Scale Agency / System

Proac�ve disclosure

1 Publishing officers and employee’s Public Yes/No e-RTI Portal (RTI) All Govt. Short-term Real-�me Powers, functions,
details, including a descrip�on of Enti�es remunerations, perks and
their powers and func�ons and privileges. Verifiable
their respec�ve remunera�ons, online.
perks and privileges
2 Publishing Service Rules, Dra� Public Yes/No e-RTI Portal (RTI) All Govt. Short-term Real-�me Service Rules, Dra� Rules
Rules of Procedures, seniority lists, Enti�es of Procedures, seniority
appointment lists lists, appointment lists.
Verifiable online.
3 Publishing detailed budget of the Public Yes/No e-RTI Portal (RTI) All Govt. Short-term Real-�me Detailed budget of the
public body, including proposed Enti�es public body, including
and actual expenditures proposed and actual
expenditures. Verifiable
online.
4 Publishing subsidy or benefit Public Yes/No e-RTI Portal (RTI) All Govt. Short-term Real-�me Subsidy or benefit
programs operated by the public Enti�es programs operated by the
body, including details about the public body, including
amount or benefits provided and details about the amount
the beneficiaries or benefits provided.
Verifiable online.
5 Publishing par�culars of the Public Yes/No e-RTI Portal (RTI) All Govt. Short-term Real-�me Par�culars of the
recipients of concessions, permits, Enti�es recipients of concessions,
licenses or authoriza�ons granted permits, licenses or
by the public body authoriza�ons granted by
the public body. Verifiable
online.
6 Publishing total no of RTI requests, Public Yes/No e-RTI Portal (RTI) All Govt. Short-term Real-�me Nature of request,
resolved and pending Enti�es category, resolu�on �me,
response description, no
of days of requests
(pendency), breakup of
total no. of requests and
complaints. Verifiable
online.
7 Publishing of rules and regulations Public Yes/No KP Web Portal All Govt. Short-term Real-�me Rules name, date
of the government (KPITB) Enti�es published, department,
category, purpose.
Verifiable online.
8 Publishing of government Public Yes/No KP Web Portal All Govt. Short-term Real-�me Func�ons, procedures,
informa�on and services (KPITB) Enti�es organiza�onal structure,
services provided, service
procedures, service
9 Publishing of all forms, Public Yes/No KP Web Portal All Govt. Short-term Real-�me Title of downloads,
downloads, publica�ons, FAQs, (KPITB) En��es publications and FAQs,
contact directory etc. contact information of
officers’ designa�on,
office name and contact.
Verifiable online
10 Publishing of developmental Public Yes/No DPMIS (P&D Departments, Immediate Real-�me ADP Booklet of the
por�olio of the Government M&E) District concerned department.
Administration Verifiable online

Transparency in auctioning/gran�ng licenses and permits

11 Publishing/online availability of Public Yes/No KP Web Portal All Govt. Mid-term Real-�me Details of the auc�on
auc�on informa�on related to (KPITB) Enti�es informa�on. Verifiable
vehicles, government assets etc. online
12 Publishing of licenses, NOCs, Public Number KP Web Portal All Govt. Mid-term Real-�me Title of license, NOC,
permits and validity online (KPITB) Enti�es permits and online
verifica�on. Verifiable
online
13 Publishing merit lists (provisional Public Number Online Admission Colleges, Short-term Real-�me Merit list no., date,
and final) of admission to System (HED, Schools, student name, position,
government colleges, technical E&SE) Universi�es category, final list of
institutes etc. admitted students.
Verifiable online

16
# Performance Indicator Beneficiary Measure/ Data Collection Responsibility Timeframe Frequency Evidence
Scale Agency / System
14 Publishing recruitment criteria, Public Number e-Recruitment All Govt. Mid-term Real-�me No. of position
list of applicants, shortlisted and System (KPITB) En��es adver�sed, description,
final candidates adverts, candidates
applied, final marks, final
successful candidates and
online offer le�ers.
Verifiable online
15 Publishing procurement plan, list Public Number e-Procurement All Govt. Mid-term Real-�me Description of
of pre-qualified vendors, System (KPITB, Enti�es procurement plans
shortlisted and final award of KPPRA) submitted, list of pre-
contract qualified vendors,
shortlisted companies
with marks, final awarded
contract. Verifiable online
16 Publishing blacklisted vendors, Public / % e-Procurement All Govt. Mid-term Real-�me Title, Descrip�on,
contractors etc. Govt. System (KPITB, Enti�es Reasons, blacklisted �ll
KPPRA) date, and notification of
blacklisted companies.
Verifiable online
17 Publishing complete informa�on Public % DPMIS (P&D All Mid-term Real-�me Completed Profiling
of mega (or all) developmental M&E) departments Booklet of development
schemes along with extensive schemes, milestone
details, targets, milestone and tracking, real-�me view of
achievements the scheme

Public outreach & Interac�on

18 Khuli Kachehris held Public / Number IPMS - KK Module District Immediate Real-�me Complete profile of KK,
Govt. (PMRU) Administration pictorial evidence
19 Public Jirgas held Public / Number IPMS - KK Module District Short-term Real-�me Complete profile of Jirga,
Govt. (PMRU) Administration pictorial evidence,
pictorial evidence
20 Public mee�ngs/ interac�ons (via Public / Number IPMS - Meetings District Mid-term Real-�me Complete profile of public
market, city, district visits) Govt. (PMRU) Administration, Mee�ngs
Divisions, (indoor/outdoor) with
Departments pictorial evidence
21 Resolu�on of complaints / issues Public / Number Pak / KP Citizen's District Immediate Real-�me List of manual complaints
iden�fied through Khuli Kachehris Govt. Portal (PMRU) Administration, registered in Citizen Portal
Jirgas, Public Mee�ngs/ Divisions, along with complaint code
Interactions Departments
22 Resolu�on of complaints / issues Public / Number Pak / KP Ci�zen's District Immediate Real-�me List of manual complaints
identified via call center, email, Govt. Portal (PMRU) Administration, registered in Ci�zen
internet / social media Divisions, Portal along with
Departments complaint code
23 Digital engagements, impressions, Public / Number SM Monitoring - Immediate Monthly Total engagements,
responses Govt. System impressions, responses,
(Informa�on rankings etc. of social
Dept.) media accounts

Ease of doing business

24 Rules, procedures simplified for Public Number KP Easy Business All Long-term Monthly Title of rules, execu�ng
ease of doing business Portal (Industries, departments agency, purpose and
BOI) impact of business
community
25 Business-friendly regula�ons Public Number KP Easy Business All Long-term Monthly Title of regula�ons,
introduced Portal (Industries, departments execu�ng agency, purpose
BOI) and impact on business
community and
implementa�on status
26 New businesses (tradi�onal/ Public / Number KP Easy Business Industries, BOI Long-term Monthly Title of business, business
online) started Govt. Portal (Industries, owner, type of business,
BOI) target market, services
offered, expected growth
and complete company
profile, no of days
business registered
27 Construc�on/NOC/service permits Govt. Number KP Easy Business All Long-term Monthly Title NOC, permits etc.
issued Portal (Industries, departments date, valid �ll, business
BOI) name, etc.

17
# Performance Indicator Beneficiary Measure/ Data Collection Responsibility Timeframe Frequency Evidence
Scale Agency / System
28 New businesses registered with Govt. Number KP Easy Business Relevant Long-term Monthly Title of Business,
Revenue, Procurement Portal (Relevant authorities registration name,
Authori�es authorities) loca�on, type of business,
and business profile
29 Businesses paying taxes Govt. Number KP Easy Business KPRA Long-term Monthly Tax type and amount paid
Portal, KPRA
Portal (KPRA)
30 Businesses ge�ing credit from Govt. Number KP Easy Business Industries, BOI Long-term Monthly Type of credit, amount,
Government Bank Portal (Industries, due date
BOI)
31 Business NOCs to contain Public Number KP Easy Business Industries, BOI Long-term Monthly Details of businesses
condition on introduction of IT- Portal (KPITB) issued NOCs condi�oned
based systems/ solu�ons in new with inclusion of IT based
businesses (medium and large solu�ons
scale)

Open Data Portal

32 Machine-readable API uploaded Public / Number KP Open Data All concerned Short-term Real-�me API title, descrip�ons and
Govt. Portal (PMRU) complete documenta�on
33 Dataset published (Excel, JSON) Public / Number KP Open Data All concerned Short-term Real-�me Data set title, type,
Govt. Portal (PMRU) purpose, descrip�on,
coverage, link
34 No of Linked Open Data Uploaded Public / Number KP Open Data All concerned Short-term Real-�me Common Linked Open
Govt. Portal (PMRU) Data Sets linked

Access to the government

35 Ci�zen visited official websites Public / Number KP Web Portal KPITB Immediate Real-�me No. of citizens visited
Govt. (KPITB) official website,
demographics, contents
searched and devising a
strategy for making
websites more user
friendly
36 Informa�on requests by the Public / Number e-RTI Portal (RTI) RTI Immediate Real-�me Informa�on requests,
ci�zens Govt. Commission type, details, department-
wise, information
provided (yes/no),
average response time
37 Services requests by the Ci�zen Public / Number RTS Portal (PMS) RTS Immediate Real-�me Services requests, type,
Govt. (RTS) Commission details, department-wise,
informa�on provided
(yes/no), services
provided within �me
frame
38 Availability of public documents Public / Number KP Web Portal KBITB, Social Long-term Real-�me Identification and
in digital accessible formats for Govt. (KBITB, Social Welfare, conversa�on of
people with special needs Welfare, PMRU) PMRU documents into
(disabled, visually impaired and accessibility-inclusive
blind people) format
39 Making government infrastructure Public / Number IPMS (PMRU) District Long-term Real-�me No of building,
accessibility-inclusive adhering to Govt. Administration, infrastructure, places
accessibility standards, building Departments made accessible for
code (braille �les, ramps etc.) special people. Title of
Establishing special arrangement building, details of
in service facilita�on centers arrangements made
40 Incorpora�on of Accessibility Public / Number DPMIS (P&D) District Mid-term Real-�me Compliance of activities
guidelines and its implementa�on Govt. Administration, incorporated, impact, how
in developmental projects Departments many citizens will benefit
41 Implementa�on of ICT Accessibility Public / Number KP Web Portal KPITB, ICT Long-term Monthly No. of website
standards, guidelines in all KP ICT Govt. (KPITB, ICT Accessibility transformed for the
applications, Mobile apps, Accessibility Center, consump�on of people
websites and service delivery Center, University University of with special needs, blind
portals of Peshawar) Peshawar people, deaf people etc.

18
Public Service
Delivery
PUBLIC SERVICE DELIVERY
Public service delivery is one of the most important pillars of good governance. Public Services
provide the most common and effec�ve interface between the people and the government. REGULATRY FUNCTIONS
Under the Good Governance Strategy an a�empt has been made to ensure public service

51,954
delivery through implementa�on of regulatory func�ons, smart management for improved
performance and technology driven service delivery.

INTERVENTIONS State land vaccated in Kanals

Efficient public Implementa�on of

2,85,56,802 An�-encroachment fine imposed
service delivery regulatory func�ons

1,87,551
paradigm

Number of incpec�ons

Technology driven
service delivery
Quan�fied, ac�on-oriented
inspec�ons &
follow-ups 8,58,68,947
Revenue generated by district administra�on

OBJECTIVES
Revitalising public service delivery with new spirit and commitment; SERVICES PROVIDED TO
Catering for greater public convenience and removing obstacles;
CITIZENS

BENEFICIARY
12,40,280 Domicile issued

government 17 Citizen 51 Both 03 7,54,456 Birth cer�ficates issued

TIMELINES 1,43,201 Driving licences issued

44 07 02 15
IMMEDIATE SHORT-TERM MID-TERM LONG-TERM

1,86,674 Arm licences issued

DATA COLLECTION FREQUENCY
monthly yearly
20 48 0 0
PERFORMANCE INDEX
Real time quarterly PUBLIC SERVICE DELIVERY INDEX
# Performance Indicator Beneficiary Measure/ Data Collection Responsibility Timeframe Frequency Evidence
Scale Agency / System

Efficient public service delivery paradigm

1 Applica�on to Government Public % Online Colleges Immediate Monthly Student details, program
Colleges Admission applied
System (HED)
2 Students provided school- Public % IPMS - GGF District Immediate Monthly Student name, school code,
based domiciles (PMRU) Administration, school name, no. of
RTS cer�ficates provided,
cer�ficate signed and
delivered
3 Ci�zens provided home Public % KP Services District Mid-term Monthly Ci�zen name, address, contact
based domiciles Portal (PMRU, Administration, no., domicile code
KPITB) RTS
4 Domiciles issued through e- Public % KP Services District Long-term Real-�me No. of applications processed
System Portal (PMRU, Administration, through e-domicile system
KPITB) RTS
5 Total number of domiciles Public % KP Services District Long-term Monthly Ci�zen name, tehsil, date of
issued and pending Portal (PMRU, Administration, application for certificate, date
KPITB) RTS of issuance, domicile code
6 Birth, marriage, death and Public % KP Services District Long-term Monthly Ci�zen name, tehsil, type of
divorce cer�ficates Portal (PMRU, Administration, cer�ficate, date of applica�on
KPITB) RTS, LG for cer�ficate, date of
issuance, digital code for cv
7 Issuance of NOC and permits Public % KP Services District Long-term Monthly Ci�zen name, tehsil, contact
Portal (PMRU, Administration, no., type of certificate, date of
KPITB) relevant application for certificate, date
departments of issuance, digital code for
verifica�on, validity of NOC or
permits
8 Issuance of Fard Public % KP Services District Long-term Monthly Ci�zen name, tehsil, contact
Portal (PMRU, Administration no., type of certificate, date of
KPITB) application for certificate, date
of issuance, digital code for
verifica�on, validity of NOC or
permits
9 Demarcation of Land Public % KP Services District Long-term Monthly Ci�zen name, tehsil, contact
Portal (PMRU, Administration no., details, date of applica�on
KPITB) for cer�ficate, date of
issuance, digital code for
verifica�on
10 Issuance of cer�fied copies of Public % KP Services District Long-term Monthly Ci�zen name, tehsil, contact
all registered documents Portal (PMRU, Administration no., details, date of applica�on
KPITB) for document, date of
11 Muta�ons and Jalsa-i-aam Public % KP Services District Long-term Monthly Citizen Name, Tehsil, contact
Portal (PMRU, Administration no, details, date of apply for
KPITB) document, date of issuance,
video coverage, digital code
for verifica�on
12 Disposal of revenue cases (% Govt. % RCMS (PMRU) District Immediate Monthly Ci�zen Name, Tehsil, contact
disposal rate) Administration no, details, case institution,
hearing, proceeding, order
sheet date of apply for
document, date of issuance,
video coverage, digital code
for verification
13 Mozza-wise land record Govt. % LRCTS (PMRU) District Immediate Real-�me Ci�zen Name, Tehsil, contact
automa�on tracking Administration no, details, mozza wise
tracking, first print, first Fard,
second print, second Fard, first
cutoff date, final cut of date,
completed mozza.
14 Revenue Record Room Govt. Number IPMS - GRR District Immediate Monthly Document record title, year,
System (PMRU) Administration content of the document
15 Approval of building plans Public Number KP Services TMA Long-term Monthly Ci�zen name, tehsil, contact
(Residen�al) Portal (PMRU, no, details, building type,
KPITB) building details, address, date
of applica�on, date of
approval, fee paid.

22
# Performance Indicator Beneficiary Measure/ Data Collection Responsibility Timeframe Frequency Evidence
Scale Agency / System
16 Buildings served no�ces for Public Number IPMS - GGF LG, TMAs Immediate Monthly List of buildings served
non-compliance (PMRU) no�ces, date, number of
no�ces
17 Approval of building plans Public Number KP Services TMA Long-term Monthly Ci�zen Name, Tehsil, contact
(Commercial) Portal (PMRU, no, details, building type,
KPITB) building details, address, date
of applica�on, date of
approval, fee paid.
18 Approval of Building plan Public Number KP Services TMA Long-term Monthly Ci�zen name, tehsil, contact
(Commercial, within city wall) Portal (PMRU, no., details, building type,
KPITB) building details, address, date
of applica�on, date of
approval, fee paid.
19 Applications for new water Public % KP Services WSSC, TMAs, Mid-term Monthly Ci�zen name, tehsil, contact
connection Portal (PMRU, PHE no., address, date of
KPITB) application, date of approval,
date of installa�on, pictorial
evidence, e-billing
20 Disposal of garbage / solid Public Number KP Services TMAs, WSSCs Long-term Monthly Loca�on, garbage collected,
waste Portal (PMRU, approx. quality of solid waste
KPITB) or garbage collected
21 Registra�on/ documenta�on Govt. Number TFC Excise (TFC Excise Dep�. Immediate Monthly Name, vehicle, registration
of new vehicles Excise) date, date of applica�on, date
of document provided
22 Transfer of vehicles Govt. Number TFC Excise (TFC Excise Dep�. Immediate Monthly Ci�zen name, contact no,
Excise) address, date of application,
date of transfer
23 Issuance of Arms License Govt. Number IPMS - GGF District Immediate Monthly Ci�zen name, contact no,
(PMRU) Administration, address, date of application,
Home date of issuance, arms allowed
Department
24 All Pakistan licenses & Govt. Number IPMS - GGF District Immediate Monthly Ci�zen name, contact no,
cartridge increase (PMRU) Administration, address, date of application,
Home date of issuance, arms allowed
25 Issuance of Learner Licenses Govt. Number DLMS (Transport District Immediate Monthly Ci�zen name, contact no,
Dep�.) Administration, address, date of application,
Transport date of issuance, learner No
Dep�.
26 Issuance of fresh Driving Govt. Number DLMS (Transport District Immediate Monthly Ci�zen name, contact no,
License Dep�.) Administration, address, date of application,
Transport date of issuance, DL No
Dep�.
27 Renewal of Driving License Govt. Number DLMS (Transport District Immediate Monthly Ci�zen name, contact no,
Dep�.) Administration, address, date of application,
Transport date of issuance, DL No
Dep�.
28 Issuance of istehqaq Govt. Number IPMS - GGF District Immediate Monthly Ci�zen name, contact no,
cer�ficate (PMRU) Administration address, date of application,
date of issuance, cer�ficate no
29 Issuance of wood permit to Govt. Number IPMS - GGF District Immediate Monthly Ci�zen name, contact no,
entitled citizens for (PMRU) Administration, address, date of application,
construc�on of house Forest date of issuance, cer�ficate no
30 Issuance of Drug License Govt. Number IPMS - GGF District Immediate Monthly Ci�zen name, contact no,
(PMRU) Administration, address, date of application,
Health Dep�., date of issuance, cer�ficate no
Drug inspector
31 Medicine availability at BHU Public % IMU (Health) Health Immediate Monthly List of BHUs with low
level (Health Dep�.) availability of medicines
32 Medicine availability at RHC Public % IMU (Health) Health Immediate Monthly List of RHCs with low
level (Health Dep�.) availability of medicines
33 Doctor’s presence at BHU Public % IMU (Health) Health Immediate Monthly List of BHUs with low doctors’
level (Health Dep�.) presence

23
# Performance Indicator Beneficiary Measure/ Data Collection Responsibility Timeframe Frequency Evidence
Scale Agency / System
34 Doctor’s presence at RHC Public % IMU (Health) Health Immediate Monthly List of RHCs with low doctors’
level (Health Dep�.) presence
35 Teacher's presence in all Public % IMU (Educa�on) E&SE Immediate Monthly List of Schools with low
schools (E&SE) teachers’ presence
36 Schools with missing facili�es Public % IMU (Educa�on) E&SE Immediate Monthly List of Schools along with
(E&SE) details of missing facili�es
37 Func�onalization of non- Public % IPMS - GGF PHE, LG Immediate Monthly List of tube-wells, geo-
func�onal Tube-wells (PMRU) loca�ons, status
38 Func�onalization / Public % IPMS - GGF PHE, LG, WSSC Immediate Monthly List of WSS, geo-loca�ons,
rehabilita�on of non- (PMRU) status
func�onal Water Supply
Schemes
39 Municipal Services’ Public % Pak / KP Citizen's District Immediate Real-�me List of complaints along with
complaints resolved through Portal (PMRU) Administration, complaint code, date, details,
Pakistan Ci�zen Porta Local Govt. resolu�on remarks
40 Satisfactory feedbacks on Public % Pak / KP Citizen's District Immediate Real-�me List of feedbacks, ci�zen
resolved complaints in Portal (PMRU) Administration, remarks, level of sa�sfac�on
Municipal Services Local Govt. etc.
41 Health related complaints Public % Pak / KP Citizen's District Immediate Real-�me List of complaints along with
resolved through Pakistan Portal (PMRU) Administration, complaint code, date, details,
Ci�zen Portal Health Dep�. resolu�on remarks
42 Satisfactory feedbacks on Public % Pak / KP Citizen's District Immediate Real-�me List of feedbacks, ci�zen
resolved complaints related Portal (PMRU) Administration, remarks, level of sa�sfac�on
to health sector Health Dep�. etc.
43 Education related complaints Public % Pak / KP Citizen's District Immediate Real-�me List of complaints along with
resolved through Pakistan Portal (PMRU) Administration, complaint code, date, details,
Ci�zen Portal Education resolu�on remarks
44 Satisfactory feedbacks on Public % Pak / KP Citizen's District Immediate Real-�me List of feedbacks, ci�zen
resolved complaints in Portal (PMRU) Administration, remarks, level of sa�sfac�on
educa�on sector Education etc.
45 Health care establishments Public Number IPMS - GGF HCC Immediate Monthly List of health care
penalized for non-compliance (PMRU) establishments penalized
of health care provisions

Implementa�on of regulatory functions

46 State land retrieved from Public % IPMS - District Immediate Monthly Details of the encroachment
illegal occupants Encroachments Administration drives, loca�ons & Geo-
(PMRU) tagging
47 Road / street cleared from Public % IPMS - District Immediate Monthly Loca�on, length of road
encroachments / right of way Encroachments Administration cleared
(PMRU)
48 Installa�on of Right of Way / Public Number IPMS - GGF C&W, TMAs, Immediate Monthly Number of RoWs installed,
markings on roads (PMRU) PKHA pictorial evidence
49 Chlorina�on / cleaning of all Public Number IPMS - GGF TMA, PHE, Immediate Monthly List of Tanks chlorinated,
Water tanks (PMRU) WSSC, LG, pictorial evidence
Health,
Education
50 Removal of Illegal speed Public Number IPMS - GGF All concerned Immediate Monthly Geo-locations
breakers (PMRU)
51 Removal of Illegal billboards Public Number IPMS - GGF TMA, C&W, LG Immediate Monthly Name of Road, number of
& standardization of the (PMRU) speed breakers removed
prac�ce
52 Amount of fine imposed Govt. Number IPMS - District Immediate Monthly Details of the violator,
under price checking Inspec�ons Administration business type, amount of fine
(PMRU) imposed
53 Stopping of Illegal mining Public Number IPMS - District Immediate Monthly Details of the violator,
ac�vi�es Inspec�ons Administration, loca�on, ac�on taken, pictorial
(PMRU) Mine & evidence
Minerals
54 Stopping / sealing of illegal Public Number IPMS - District Immediate Monthly Details of the violator,
crush plants near Inspec�ons Administration, loca�on, ac�on taken, pictorial
communi�es causing (PMRU) Industries, evidence
environmental, health Environment
hazards
55 Ac�ons against fake doctors / Public Number IPMS - GGF Districts, HCC Short-term Monthly Details of violator, ac�on
quacks (PMRU) taken
56 Ac�ons against spurious Public Number IPMS - Health, HCC Immediate Monthly Details of violator, drugs
drugs Inspec�ons confiscated
(PMRU)

24
# Performance Indicator Beneficiary Measure/ Data Collection Responsibility Timeframe Frequency Evidence
Scale Agency / System

Technology driven service delivery

57 Services available online / Public Number KP Services All concerned Long-term Real-�me List of services available
digitally Portal (PMRU, through digital platform,
KPITB) verifiable online
58 Digital services uptake by Public Number KP Services All concerned Long-term Real-�me No. of citizens availed services
ci�zens Portal (PMRU, through digital pla�orm
KPITB)
59 Public service delivery Public % KP Services All concerned Long-term Real-�me List of requests by service
request complied Portal (PMRU,
KPITB)

Quantified, ac�on-oriented inspections and follow-ups

60 Education facilities inspected Public Number IPMS - District Short-term Real-�me Inspec�on Reports
by district administra�on Inspec�ons Administration
(PMRU)
61 Health facilities inspected by Public Number IPMS - District Short-term Real-�me Inspec�on Reports
district administra�on Inspec�ons Administration
(PMRU)
62 Patwar Khanas inspected by Govt. Number IPMS - District Short-term Real-�me Inspec�on Reports
district administra�on Inspec�ons Administration
(PMRU)
63 ADP schemes inspected by Public Number IPMS - District Short-term Real-�me Inspec�on Reports
district administra�on Inspec�ons Administration
(PMRU)
64 Ac�ons taken on the Govt. Number IPMS - All concerned Short-term Real-�me Ac�on details
inspections reports by line Inspec�ons
departments (PMRU)
65 Follow-up inspec�ons made Govt. % IPMS - District Short-term Real-�me Follow-up Reports
by district administra�on Inspec�ons Administration
(PMRU)
66 Health care establishments Public Number IPMS - HCC Immediate Real-�me Details of the inspec�on,
checked Inspec�ons facili�es checked, verifiable
(PMRU) online
67 Hotels / restaurants checking Public Number HFA Monitoring HFA Immediate Real-�me Details of the Inspection,
System (HFA) hotels/ restaurants checked,
verifiable online
68 Follow-up inspec�ons of Public Number HFA Monitoring HFA Immediate Real-�me Follow-up Report
hotels / restaurants System (HFA)
69 Review of ADP (Provincial Govt. Number IPMS – Mee�ngs District Immediate Monthly Minutes of the mee�ng of the
and District) by District (PMRU) Administration ADP review submitted online
Administration
70 Monitoring and review of Govt. Number IPMS – District Immediate Monthly Minutes of the meeting,
development schemes done Inspec�ons Administration inspection reports, ac�ons
in livelihoods sector (by (PMRU) taken
Govt.)
71 Monitoring and review of Govt. Number IPMS – District Immediate Monthly Minutes of the meeting,
development schemes done Inspec�ons Administration inspection reports, ac�ons
in livelihoods sector (by (PMRU) taken
NGOs)
72 Monitoring and supervision Govt. Number IPMS – District Immediate Monthly Minutes of the meeting,
of development/ social work Inspec�ons Administration inspection reports, ac�ons
done by NGOs (PMRU) taken

25
Citizen
Participation
CITIZEN PARTICIPATION
Ci�zen’s par�cipa�on implies that the public contribu�on will influence the decision making of
the government. It may be regarded as a way of empowerment and vital part of democra�c
governance. It, further, entails that the ci�zen’s complaints against the government are
REACHING OUT TO THE PUBLIC

2,77,751
adequately addressed and their feedbacks are considered in policy making. Besides, the ci�zens
are involved in budget making and developmental schemes. Under this strategy the government
emphasizes on iden�fica�on and mapping of short terms and long terms ci�zen’s engagement,
social empowerment and community development.
Ci�zens Registered on Ci�zen’s portal

INTERVENTIONS
62,205
Complaints registered on Ci�zen’s portal

53,270
Ci�zen complaints Ci�zen voice in Challenge for
& feedbacks policy, development change
& budget

Complaints resolved on Ci�zen’s portal

86%
Ci�zen engagement Tackling chronic
ac�vi�es grassroot level
problems

OBJECTIVES Average resolu�on on Ci�zen’s portal

Engaging ci�zens in policy making and reforms.

Bridging the gap and empowering ci�zens. 57%

Ci�zens sa�sfac�on on Ci�zen’s portal

BENEFICIARY Category-wise complaints

22% MUNICIPAL SERVICES

government 01 Citizen 20 Both 02 16% ENERGY & POWER

12% EDUCATION

TIMELINES 06% CITIZEN RIGHTS

06% HEALTH
17
IMMEDIATE
04
SHORT-TERM
02
MID-TERM
0
LONG-TERM 05% LAW & ORDER

DATA COLLECTION FREQUENCY

monthly yearly
11 12 0 0
PERFORMANCE INDEX
Real time quarterly GOVERNMENT CITIZEN INTERACTION INDEX
# Performance Indicator Beneficiary Measure/ Data Collection Responsibility Timeframe Frequency Evidence
Scale Agency /
System

Citizen complaints and feedbacks

1 Complaints resolved through Public % Pak / KP All concerned Immediate Real-�me List of complaints along with
Pakistan Ci�zen Portal Ci�zen's Portal complaint code, ac�on taken
(PMRU)
2 Complaints escalated in Pakistan Public % Pak / KP All concerned Immediate Real-�me List of complaints along with
Ci�zen Portal Ci�zen's Portal complaint code, date
(PMRU)
3 Ci�zen sa�sfac�on Public % Pak / KP All concerned Immediate Real-�me List of feedbacks, satisfied / un-
Ci�zen's Portal sa�sfied by department, district,
(PMRU) category

Citizen voice in policy, development and budget

4 Policy interven�ons based on Public Number IPMS - All concerned Short-term Real-�me List of intervention
public suggestions / complaints Interven�ons
(PMRU)
5 ADP schemes based on public Public Number IPMS - All concerned Short-term Real-�me List of schemes
sugges�ons / complaints Interven�ons
(PMRU)
6 Number of people participated Public Number IPMS - District Short-term Real-�me Details of the people by district,
in budgetary planning Interven�ons Administration, age group, gender
(PMRU) Finance

Ci�zen engagement ac�vi�es

7 Ins�tu�on of Volunteer Task Public Number IPMS (PMRU) District Immediate Monthly Details of the VTF, names /
Force (VTF) Administration contacts of volunteers, provision
of t-shirts/ caps, pictorial
evidence
8 Engagement of VTF in civic Public Number IPMS (PMRU) District Immediate Monthly Details of activi�es planned and
ac�vi�es Administration executed through VTF
9 Events / ac�vi�es planned for Public Number IPMS (PMRU) District Immediate Monthly Details of the events, ac�vi�es
cultural, sports, tourism, socio- Administration, planned for socio-economic upli�
economic upli� Departments

Tackling chronic grassroots level problems

10 Identification of Local Public Number IPMS - Issues District Mid-term Monthly Iden�fication of issues of
Government level cri�cal (PMRU) Administration perpetual / critical nature, fixing
problems responsibili�es
11 Resolu�on of Local Government Public % IPMS - Issues All concerned Mid-term Monthly Details of the ac�on taken to
level cri�cal problems (PMRU) resolve chronic issues
12 Innova�ve solu�ons for traffic/ Public Number IPMS (PMRU) District Immediate Monthly Identification of congested places,
rush management in congested Administration solu�on for reducing traffic
places conges�on and implementa�on
plan
13 Improvements in Bus Addas, Public Number CGP App District Immediate Real-�me Provision of water, toilets, female
Trucking Terminals (PMRU) Administration wai�ng areas, cleanliness,
beau�fica�on

Green Challenge

14 Green Fines – (students to bring Public Number IPMS (PMRU) E&SE Short-term Monthly School / district wise details of
plants as fine / penalty in the planta�on
school)
15 Green Offices – donate a plant Govt. Number IPMS (PMRU) All concerned Immediate Monthly Name of officer, plant donated,
for government offices/ picture
premises by govt officers
16 Clean activi�es / ini�a�ves by Public Number CGP App District Immediate Real-�me List of activi�es, pictures
Government (PMRU) Administration,
TMA, WSSC
17 Green ac�vi�es / ini�a�ves by Public Number CGP App District Immediate Real-�me List of activi�es, pictures
Government (PMRU) Administration,
TMA, WSSC

29
# Performance Indicator Beneficiary Measure/ Data Collection Responsibility Timeframe Frequency Evidence
Scale Agency /
System
18 Improvements in public places, Public Number CGP App District Immediate Real-�me Provision of benches, sheds,
parks, gardens (PMRU) Administration, water facility, lighting, green
Concerned spaces
Dep�.
19 Planta�on drives Public Number CGP App All concerned Immediate Real-�me Planta�on activities, loca�ons,
(PMRU) number of planta�ons etc.
pictorial evidence
20 Clearance of blocked drains Public Number IPMS - GGF District Immediate Monthly List of loca�ons of blocked drains
(PMRU) Administration, cleared
TMA, WSSC

30
Performance
and Accountability
PERFORMANCE & ACCOUNTABILITY
Good governance implies simplifica�on of government processes and accessibility of common

3,06,951
man to the power echelons of the government in order to make them accountable for their
performance. Performance and accountability can only be ensured through coordina�on among
all the departments of the government, internal accountability and career planning of the public
office holders. For this purpose, this strategy document has iden�fied certain areas for be�er
coordina�on between District governments and Line Departments. Besides, internal HR profiling
accountability has been brought about by conduc�ng inquiries and taking disciplinary ac�ons

1,20,436
against those public office holders who are found negligent in duty. This strategy document has
also introduced intelligent career planning and performance based assessments like intelligent
transfer/pos�ng and HR profiling of officers, performance based ACRs and quan�fica�on of
officers performance. Accountability is further ensured through e-procurement and
e-recruitment processes and public oversight of ADP schemes.
Files issued via File Tracking System

INTERVENTIONS
93,464
Files dispoed of via File Tracking System

Coordina�on between
district administra�on
& line departments
Internal accountability Intelligent career
planning
14,146
Tasks assigned to the government offices

76%
Performance based Monitoring & public Improvements in
assessments oversight of budget & government
development schemes processes

OBJECTIVES Tasks comple�on ra�o

10,762
Making public organisa�ons accountable.

Se�ng performance as the core.

BENEFICIARY Revenue cases processed via Revenue Case

Tracking System

government 39 Citizen 0 Both 0

TIMELINES
17
IMMEDIATE
16
SHORT-TERM
05 MID-TERM
01
LONG-TERM

DATA COLLECTION FREQUENCY

monthly yearly
26 09 04 0
PERFORMANCE INDEX
Real time quarterly GOVERNMENT ACCOUNTABILITY INDEX
GOVERNMENT PERFORMANCE INDEX
# Performance Indicator Beneficiary Measure Data Responsibility Timeframe Frequency Evidence
/ Scale Collection
Agency /
System

Coordination between district administration and line departments

1 Participa�on of line Govt. Yes/No IPMS - GGF District Short-term Monthly Ac�vity details, departments
departments in District (PMRU) Administration, participated, non-compliance
Administration activities Departments
2 Coordina�on meetings held by Govt. Number IPMS - District Short-term Monthly Mee�ng �tle, agenda,
District Administra�on Mee�ngs Administration, date/�me, par�cipants,
(PMRU) Departments decisions, follow-ups
3 Responsiveness of line Govt. Yes/No IPMS - GGF District Short-term Monthly Activity, nature (cri�cal/
departments in collec�ve (PMRU) Administration, normal), complied / non-
ac�vi�es (polio, emergencies, Departments complied departments
elec�on campaigns etc.)
4 Performance review mee�ngs Govt. Number IPMS - District Immediate Monthly Review on progress against
regarding GGS indicators Mee�ngs Administration, GGS Indicators
(PMRU) Divisions,
Departments

Internal accountability

5 Inquiries (fact-finding, formal, Govt. Number IPMS - HR District Immediate Monthly Details of the inquires, status,
de-novo), disciplinary & (PMRU) Administration, dura�on, findings, actions
misconduct proceedings Divisions, taken
(initiated, processed and Departments
disposed)
6 Inquires reports/confiden�al Govt. Number IPMS - HR District Immediate Monthly Details of inquiries, finding
reports submitted by NAB, (PMRU) Administration, reports, compliance, follow
An�-corrup�on, or any other Divisions, up and decision
agencies Departments
7 Harassment at workplace Govt. Number IPMS - HR District Immediate Monthly Harassment type, details
reported against an officer (PMRU) Administration, (confidential), corrective
Divisions, measure taken, suspension
Departments etc.
8 Audit para submission, replies, Govt. Number IPMS (PMRU) District Immediate Monthly Audit para �tle, type and
se�lement Administration, remarks
Divisions,
Departments
9 Audit para submi�ed to PAC Govt. Number IPMS (PMRU) All departments Immediate Monthly Audit para �tle, type and
remarks, ac�on ini�ated
against the officer
10 Internal audit conducted Govt. Number IPMS (PMRU) District Immediate Yearly Internal Audit report, issues
Administration, iden�fica�on and
rec�fica�on report
11 External audit conducted Govt. Number IPMS District Immediate Yearly External audit report, issues
(PMRU) Administration, identification and
Divisions, rec�fication report,
Departments corrective measures taken
12 Li�ga�on cases against the Govt. Number IPMS – LMS District Short-term Real-�me Case �tle, institution date,
government (total, decided, (PMRU) Administration, court, par�es, hearings,
pending etc.) Divisions, follow-ups, CoC etc.
Departments
13 Proactive response to prevent Govt. Number IPMS – LMS District Short-term Real-�me In�me response to court
contempt of court (PMRU) Administration, proceedings, case tracking
proceedings, replies and �mely Divisions, through li�ga�on
submission of responses in Departments management system
li�ga�on cases

Intelligent career planning

14 Electronic creation of SNEs and Govt. Number IPMS - HR District Mid-term Yearly Title of post, grade, need and
submission/ approval (PMRU) Administration, jus�fica�on
mechanism Divisions,
Departments
15 Alignment of HR database with Govt. Number IPMS - HR Finance, District Mid-term Yearly No of Posts along with
number of sanc�oned posts in (PMRU) Administration, designa�on reflected in the
the budget book Divisions, budget book
Departments

34
# Performance Indicator Beneficiary Measure Data Responsibility Timeframe Frequency Evidence
/ Scale Collection
Agency /
System
16 Placement of requisition to Govt. Number IPMS - HR District Short-term Real-�me Title of Post, qualification
Public Service Commission for (PMRU, PCS) Administration, and experience, required
newly created posi�ons Departments skillset
17 Filling of all vacant post in the Govt. Number IPMS - HR District Short-term Real-�me Title of Post, qualifica�on and
ambit of departments/ district (PMRU) Administration, experience, required skillset,
administration Departments advertisement posted,
progress
18 Complete profile of officers / Govt. Number IPMS - HR District Short-term Real-�me Profile Cards, service history,
officials updated in the HR (PMRU) Administration, transfer/posting, training,
System Divisions, NOCs etc.
Departments
19 Intelligent, merit-based Govt. Number IPMS - HR District Short-term Real-�me Transfer/posting made based
posting/ transfer mechanism (PMRU) Administration, on educa�on, experience or
based on the HR System Divisions, any special criteria
Departments
20 Paperless Provincial Selec�on Govt. Number IPMS - HR Establishment Dep�. Short-term Real-�me ePSB, no of officers
Board (PSB) (PMRU) promoted, title and
designa�on
21 Framing of service rules and Govt. Number IPMS - HR District Immediate Real-�me Reporting dura�on, name,
finalization/ issuance of (PMRU) Administration, designa�on, seniority list
seniority lists Divisions,
Departments
22 Clearance of pending Govt. Number IPMS - HR District Immediate Real-�me Case �tle, officer name,
promo�on cases, submission (PMRU) Administration, designa�on, case submi�ed
of promo�on cases to DPC and Divisions, for PSB, DPC
PSB Departments
23 Observance of quota in Govt. Number IPMS - HR District Yearly Real-�me Details of the sanc�oned
recruitment (disability, (PMRU) Administration, posts filled under specific
minority etc.) Divisions, quota
Departments

Performance based assessments

24 Objec�ve quantifica�on of Govt. Number IPMS - HR District Short-term Real-�me Officer name, skillset,
officer’s performance and (PMRU) Administration, leadership role, execution
performance-based ARC Divisions, role, problem solved, tasks
mechanism Departments completed with �meline,
higher qualifica�on
25 Streamlining government Govt. Number IPMS - HR District Mid-term Real-�me Officer name, interna�onal
officer’s certifica�on regime (PMRU) Administration, cer�fica�on in specific area
Divisions,
Departments
26 Government Office's Govt. Number IPMS - HR District Short-term Real-�me SOPs, rules, regula�on,
Readiness Indicator (PMRU) Administration, procedures adopted in
Divisions, varying situa�ons (emergency
Departments situa�on)

Monitoring and public oversight of budget, development schemes

27 Availability of monitoring Govt. Number Pak / KP District Immediate Real-�me Scheme �tle, status,
facility to the public related to Ci�zen's Administration, milestone, achievement,
developmental scheme Portal Divisions, public comments, sugges�ons
(PMRU) Departments
28 Resolu�on of complaints Govt. % Pak / KP District Immediate Real-�me Complaint code, category,
related to development Ci�zen's Administration, simplification of processes
projects Portal Divisions, simplified, policy proposed,
(PMRU) Departments project proposed
29 Ci�zen sa�sfac�on in Govt. Number Pak / KP District Immediate Real-�me Complaint code, category,
complaints related to Ci�zen's Administration, simplification of processes
development projects Portal Divisions, simplified, policy proposed,
(PMRU) Departments project proposed
30 Effec�ve monitoring Govt. Yes/No DPMIS (P&D) District Short-term Real-�me Scheme �tle, monitoring
mechanism Administration date, report details, pictorial
evidence, corrective measure
taken by department

35
# Performance Indicator Beneficiary Measure Data Responsibility Timeframe Frequency Evidence
/ Scale Collection
Agency /
System
31 Financial audi�ng, Govt. Yes/No Financial District Immediate Real-�me Procurement Plan, Invoice,
expenditure and review Invoicing & Administration, billing details, and
mechanism Audi�ng Divisions, expenditure tracking
System Departments
(Finance
Dep�. )
32 Archiving of old Govt. Yes/No Financial District Immediate Real-�me List of items achieved or
files/records/auc�ons of Invoicing & Administration, auc�oned
condemned machinery, Audi�ng Divisions,
equipment, vehicle, furniture, System Departments
etc. (Finance
Dep�. )
33 Adaptation of smart Govt. Yes/No Smart TW District Immediate Real-�me Smart tube-well monitoring
monitoring system for Tube- (LG, PHE) Administration, system, billing, geo-tagging,
wells and water supply Concerned Dep�. water flow etc.
schemes

Improvements in government processes

34 Processing/tracking of Govt. Number e-Recruit. District Short-term Real- Complete recruitment life cycle,
recruitment process System (KPITB) Administration, �me e-adver�sement, candidate
Divisions, profiling, post applied, merit list,
Departments shortlis�ng, final lis�ng, offer
order
35 Processing/ tracking of Govt. Number e-Procure. District Short-term Real- Complete procurement life cycle,
procurement process System (KPITB, Administration, �me e-adver�sement, procurement
KPPRA) Divisions, plans, vendor registra�on, BOQ,
Departments RFP, Tender, NIT uploading,
comparative sheets, technical
and financial scoring, award of
contract etc.
36 Processing/ tracking of Govt. Number e-Billing C&W, Concerned Mid-term Real- Bill Amount, bill invoiced by,
billings/ payments System (KPITB) Dep�. �me vendor name, milestone
achieved, inspec�ons made,
physically verified, pictorial
evidence
37 Applying for government Govt. Number Govt. District Short-term Real- Application for residency, officer
residency, house acquisition Residency Administration, �me name, status, lis�ng details,
Management Divisions, verifiable online
System Departments
(PMRU)
38 Workspace management, Govt. Yes/No IPMS - GGF District Immediate Real- Office name, steps taken, details
beau�fica�ons, public (PMRU) Administration, �me
facilita�on, parking, etc. Divisions,
Departments

36
Ideas,
Innovations and
Technology
IDEAS, INNOVATIONS & TECHNOLOGY

TIER-III
The Good Governance has been changing due to the market-dynamics and ever-increasing
demands and parameters for ensuring efficient administra�on based on op�mum u�liza�on of
available resources. This strategy aims to introduce and ins�tu�onalize scien�fic innova�on and
technology through digi�za�on of data regarding the government processes, computeriza�on
of human resource/employees’ data, land record. The use of ci�zen’s portal mobile apps, ERP, data center

99.9%
GIS, and MIS are the manifesta�ons of government responsiveness to achieve a compe��ve
edge and a�ain the ul�mate goal of good governance.

INTERVENTIONS Data center up �me

410 TB Storage

7.25 TB
Disrup�ng the Performance Service Delivery
outmoded aspects Management Systems
of governance Systems
Memory

Government Management
Informa�on Systems
Monitoring, repor�ng
& integra�on
Ci�zen-to-Government
Interac�on 350+ Digital assets

01
of systems

OBJECTIVES Robust Cyber Security Center

Ensuring responsive governance through e-governance ini�a�ves.

Crea�ng an environment which fosters innova�on and reforms.

PERFORMANCE MANAGEMENT SYSTEMS

BENEFICIARY
210+
Key Performance Indicators

21
government Citizen 02 Both 03
14+
Integrated Systems

TIMELINES
11
IMMEDIATE
02
SHORT-TERM
05
MID-TERM
08
LONG-TERM
PAKISTAN CITIZEN’S PORTAL DEVELOPED BY
GOVERNAMENT OF KHYBER PAKHTUNKHWA

DATA COLLECTION FREQUENCY SECURED SECOND POSITION IN

WORLD GOVERNMENT SUMMIT DUBAI
OUT OF 4,600 MOBILE APPLICATIONS
SUBMITED FROM 87 COUNTRIES
monthly yearly
23 0 0 0
PERFORMANCE INDEX
Real time quarterly E-GOVERNMENT ADOPTATION INDEX
\GOVERNMENT INOVATION INDEX
# Performance Indicator Beneficiary Measure Data Responsibility Timeframe Frequency Evidence
/ Scale Collection
Agency /
System

Disrupting the outmoded aspects of governance

1 Innova�ve ideas by District Public Numbe IPMS (PMRU) District Immediate Month Details of the innovative idea,
Administration r Administration ly implementa�on plan, benefits
2 Identification of unregulated areas Public / Numbe IPMS (PMRU) District Immediate Month Detail report of the unregulated
i.e. occupation on public places, Govt. r Administration ly area, proposed solu�on and
growth of rickshaws, illegal road , Departments submitted report via IPMS
cuts, warranty enforcement,
counterfeit etc.
3 Identification of amendments in Public / Numbe IPMS (PMRU) District Immediate Month Detail report of the unregulated
exis�ng rules, regula�ons Govt. r Administration ly area, proposed solu�on and
hampering efficient service , Departments submitted report via IPMS
delivery and efficiency of the
government
4 Implementa�on of File tracking Govt. % FTS (PMRU) All Immediate Real- FTS compliance report, number
system (FTS) departments �me of ac�ve / in-ac�ve sections,
units
5 Implementa�on of timeframe Govt. % FTS (PMRU) All Immediate Real- FTS pendency report by
defined in manual of secretariat departments �me departments
instruc�ons for processing of files
6 Average file processing time Govt. Numbe FTS (PMRU) All Immediate Real- FTS report of average file
r departments �me processing �me by department /
sec�on / unit
7 Proposing rules, regulation and act Govt. Numbe KPITB, ST&IT, All Long-term Month IPMS compliance
for digital governance (e- r PMRU departments, ly
documents, e-approvals, digital districts
signatures etc.)

Performance Management Systems

7 IPMS sub-tasking implemented by Govt. % IPMS (PMRU) District Immediate Real-�me IPMS Subtask compliance
all departments / district Administration report
administrations , Departments
8 Integra�on of projects data bank Govt. Number IPMS (PMRU) P&D Short-term Real-�me IPMS compliance
with performance management
system

Service Delivery Systems

9 Digitiza�on of end-to-end delivery Public / Number KP Services All concerned Long-term Real-�me Public Service Portal
of public services Govt. Portal
10 Public Service Delivery Centers Public / Number Delivery All concerned Long-term Once Establishment of Service
(One Window / Mobile) Govt. Centers Delivery / Ci�zen Facilita�on
established (KPITB) Centers across Khyber
Pakhtunkhwa

Monitoring, repor�ng & integra�on of Systems

11 Implementa�on of IPMS / Govt. Number IPMS - District Immediate Real-�me IPMS / Inspec�ons
Inspec�on module Inspec�ons Administration compliance report
(PMRU) , Departments
12 Land Record Computeriza�on Govt. % LRCTS District Immediate Real-�me % completion of mouza level
Tracking System (PMRU) Administration land record computeriza�on
progress
13 Establishing linkage with IMU Govt. 1 IPMS - IMU IMU (E), PMRU Mid-term Real-�me Real�me integration of data
Education monitoring system with (Educa�on) and reflec�on in
IPMS (IMU-E) performance scorecard
14 Establishing linkage with IMU Govt. 1 IMU (Health), IMU (Health), Mid-term Real-�me Real�me integration of data
Health monitoring system with IPMS (IMU PMRU and reflec�on in
IPMS (Health), performance scorecard
PMRU)

40
# Performance Indicator Beneficiary Measure Data Responsibility Timeframe Frequency Evidence
/ Scale Collection
Agency /
System
15 Establishing linkage with Food Govt. 1 IPMS - HFA HFA, PMRU Mid-term Real-�me Real�me integra�on of data
Safety Authority (HFA) monitoring (HFA, PMRU) and reflec�on in
system with IPMS performance scorecard
16 Establishing linkage with DPMIS Govt. 1 M&E (M&E, M&E, P&D Long-term Real-�me Real-�me integra�on of data
monitoring system with IPMS PMRU) and reflec�on in
performance scorecard
17 Implementa�on of IoT-based data Govt. 1 PMRU, ST&IT All concerned Long-term Real-�me Design and development out
collec�on and monitoring system Department of the box IOT-based
for energy conserva�on, air quality, solu�on for specialized
solid waste etc. areas.

Ci�zen-to-Government Interac�on

17 Public websites made opera�onal Govt. Number Websites All concerned Long-term Real-�me A directory of links of the
(KPITB) websites
18 Implementa�on of Pakistan / KP Govt. Number Pak / KP All concerned Immediate Real-�me List of active officers
Ci�zen Portal Ci�zen's
Portal
(PMRU)
19 Introduction of e-library Public 1 e-Library Higher Mid-term Real-�me Online library
(KPITB, Education
Higher
Education)
20 Online degree verifica�on by Public Number Online E&SE, HED Long-term Real-time An online system for
Boards and Universi�es Systems verifica�on of degree,
(E&SE, HED) cer�ficates by BISEs and
Universi�es
21 Internships offered to youth Public / Number Internship P&D, Immediate Real-�me Number of internship slots
Govt. Portal Concerned created in each new PC-1,
(PMRU) Dep�. details of interns hired,
verifiable online through
Internship Portal

Edge of the Government

22 Implementa�on of e-office in all Govt. Number e-Office All Long-term Once E-office implemented in all
departments System departments sec�ons, units, cells of all
(e-Office departments
Unit)
23 Land Record Automa�on Govt. % Revenue District Mid-term - Proper indexing of record
Record Administratio and archiving, verifiable by
(SMBR) n pictorial evidence
24 Implementation of Revenue Case Govt. Number RCMS District Immediate Real-�me List of districts
Management System (RCMS) in all (PMRU) Administration
districts
25 Implementa�on of Pension Govt. Number PEAS (PMRU) All concerned Immediate Real-�me List of complied
Envelope Automa�on System departments, districts
(PEAS)
26 Vehicle Management System Govt. Number VMS (PMRU) All concerned Immediate Real-�me List of complied
implemented departments, en�ties

27 Implementa�on of Li�ga�on Govt. Number IPMS – LMS All concerned Short-term Real-�me List of complied departments
Management System (PMRU)

28 Centralized Government GIS Govt. Number GIS (P&D) P&D Long-term Real-�me GIS System
System

29 Assets & Inventory Management Govt. Number Assasay All concerned Long-term Real-�me Inventory listing, tagging,
System (KPITB) system generated report

30 Implementa�on of IT Service Govt. Number PMRU, KPITB All concerned Long-term Real-�me Implementation of IT service
Management management structure, IT
support life cycle and
management of enterprise
eGovernment
31 Adop�on of open source Govt. Number PMRU, KPITB All concerned Long-term Real-�me Adop�on of open source
technologies, pla�orms and products, technologies and
products pla�orms
32 Cyber security operations Govt. Number KPITB All concerned Long-term Real-�me Cyber security operations,
performed to secure and protect penetra�on tes�ng, securing
digital assets government digital assets
Implementation
Plan
ASSESSMENT AND
CONDUCT OF
TRAININGS
• PMRU will arrange training
sessions for staff of District
Administrations, Line Depart
ments and attached
formations in the first 15
days after the launch of the
Strategy.
• The already notified SOPs
will be complied with in
letter and spirit
• PMRU will devise new SOPs
where required in
consultation with concerned
departments
• Strengthening of PMRU and
its associated cells at the
District / Department level
DATA COLLECTION
MECHANISM
• In most cases, data will be
collected through online
systems developed by PMRU,
KPITB and other relevant
agencies.
• For other activities, data will
be reported through official
communication letters by
corresponding government
body.
IMPLEMENTATION
TIME-FRAME
The implementation time-frame is
mentioned against each Performance
Indicators.
• Immediate – the indicator
will be monitored
immediately after the launch
of the strategy
• Short-Term – the indicator
will be implemented within 3
months
• Mid-Term – the indicator will
be implemented within 6
months
• Long-Term – the indicator
will be implemented within
12 months
43
REVIEW MECHANISM
Progress against each Performance
Indicator will be reviewed at various
levels;
• Field Level – The Deputy
Commissioner on fortnightly
basis
• Division Level – The
Divisional Commissioner on
monthly basis
• Department Level – The
Administrative Secretary on
monthly basis
• Chief Secretary Level – The
Chief Secretary Khyber
Pakhtunkhwa will conduct
review on the progress
against all indicators on
bi-monthly basis
• Chief Minister Level – the
Chief Minister, Khyber
Pakhtunkhwa will conduct
review progress on quarterly
basis
DATA VALIDATION &
VERIFICATION
• In the field level review, the
Deputy Commissioner shall
conduct detail verification
and validation of the data
reported by the field officers
and take corrective measures
before the data is submitted
through the online systems /
PMRU.
BEST PERFORMERS
• Best performing officers will
be awarded with certificate
and recognition in the
quarterly review meeting by
the Chief Minister, Khyber
Pakhtunkhwa
NON-COMPLIANCE
• Any officer found to be
reluctant to act, non-comply
ing, miss-reporting, data
manipulation shall be
reported in writing to the
Chief Minister / Chief
Secretary, Khyber
Pakhtunkhwa for appropriate
administrative / disciplinary
action.
Communication
Plan
The results achieved under the activities defined in this
strategy shall be widely circulated through print, electronic
and social media for the consumption of the public.

DISTRICT LEVEL

• On fortnightly basis, a progress bulletin of the

District Results shall be compiled and published
through local media / newspaper and respective
social media outlets.

• The information officer in each district shall issue a

press release after the approval of the Deputy
Commissioner in provincial media.

DEPARTMENT LEVEL
• On monthly basis, the Administrative Department
shall issue a bulletin of the results achieved
through the implementation of the Good
Governance Strategy and publish through print,
electronic and social media.

• The Information Department shall make a concise

press release on weekly basis and publish the
release in provincial / national print, electronic and
social media.

PROVINCIAL LEVEL

• PMRU will issue a provincial progress report on

monthly basis, highlighting the results achieved
under the strategy, that will be available on PMRU
official website.
• A hashtag #KPGoodGovernance will be used for
publication on social media.
• The key results will be published on PMRU official
Facebook Page.

45
Acknowledgements

This Good Governance Strategy is

drafted by Performance Management
& Reforms Unit (PMRU) under the
kind guidance of the honourable
Chief Secretary, Khyber Pakhtunkhwa
in-line with the vision of the
honourable Chief Minister, Khyber
Pakhtunkhwa.

The document has been put together

under the patronage of Mr. Shahab
Ali Shah (Principal Secretary to the
Chief Minister, Khyber
Pakhtunkhwa) and Mr. Shahid
Mehmood (Coordinator, PMRU).

The content and performance

indicators are designed by Dr. Akif
Khan, Mr. Adil Raza, Mr. Naveed
Ahmed, Capt. (R) Zubair Ahmad Niazi,
Ms. Tillat Fahad, Ms. Faryal Kazim
and Ms. Humaira Qazi.

The document template and design is

created by Mr. Sufian Alam,
Mr. Zeeshan Khan while the data
analysis is conducted by Mr. Waqar
Akbar.

46
 MR
pmru.gkp.pk

Khyber Pakhtunkhwa
Good Governance Strategy
March 2019 @PMRU
#KPGoodGovernance #PMRU
7