Imran Khan

How ISO 10002 can improve complaint handling in Prime Minister’s complaint portal

Customer satisfaction is the optimum goal of any service providing organization. ISO 10002 is an international standard integrated into the management system to handle customer complaints more effectively and efficiently. It provides a complaint management system to identify the cause of any particular complaint and how to eliminate it eventually.

Organizations should stay enlightened on their customer complaints and remain well equipped to respond promptly and resolve their vocalized troubles.

Implementation of ISO 10002

Primary function of ISO 10002 in effect is to enhance customer satisfaction by creating a customer-centered environment that receives feedback (including complaints) and resolves them by improving their products and services.

Stakeholders and top management personnel should commit themselves in with adequate acquisition by deployment of resources, training of staff and recognizing and addressing the needs of customer satisfaction.

This document further helps with the process of filing a complaint which is open, effective and easy to use. Old hassle of registering a complaint is eliminated by this process and a customer can effectively register his genuine problem.

Auditing of the complaint-handling process is very vital for its implementation. Mapping out and scoping your areas of responsibilities and timescales. This helps remove any gaps in the system.

Prime minister complaint portal

Prime minister’s office has embarked upon the quest for revamping the delivery unit with an effective and improved approach by installing a citizen’s complaint lodging online portal. This is an integrated citizen grievances redressal system that connects all federal and provincial government organizations. It entertains both overseas and domestic complaints of the general public.

This system helps in keeping track of what changes have been made in the ministries and how the new policies will affect the general public. Prime minister said that” All policy making will be done by hearing the opinions of the people.”

He added, “I believe this will bring a substantial change in Pakistan which is very important for our future. We need investment. We have inherited a huge amount of debt and if we intend to get out from it then there is only one way- we need to bring back the investment to Pakistan.”

The complaints process is functional in the IGP office and through this portal work is being done around two shifts, under the supervision of AIG of the reputed office. The complaint is not marked until its redressed or considered a faulty complaint.

This portal is perceived as a success if it moral around the certification of ISO 10002. The technical aspect of the complaint handling portal is remarkable but needs to add more customer satisfaction to its smooth functioning. The audit certification can also standardize its effect and help carry out the gaps and where it needs to improve its performance and to attract more citizens to believe in the system in place and address their complaints of their districts to eradicate their problems.

More and more use of online gradation system in the streams of Pakistani organizations can aid in progressive and exponential growth of departments. As a whole the working process is uplifted and brings advancements of the country.


Use of ISO 23045 can improve the house design in NAYA Pakistan Housing scheme

Providing a roof over the heads of every citizen of the country is every government’s primary responsibility. Fortunately PTI has started to address this issue with a lot of sincerity and is rapidly working towards the completion of affordable houses for the lower class and middle class stratum of Pakistan.

The government has taken the initiative to overcome the shortfall of over 10 million houses through the NAYA Pakistan housing scheme. Every year the population increases however the number of houses does not. Many people are not able to construct a house and this is the reason that a majority of our population has no roof over their heads. With this housing scheme the government aims to provide homes to those in need.

The salient features of this housing are as following:

  • Increase buying power by providing loans of longer tenure that is for fifteen to twenty years.
  • Reduce cost by standardizing design and specifications.
  • Reduce cost by significantly cutting down the approval time.
  • Develop new communities with access to infrastructure.
  • Reduce the upfront cost of builders by providing them land in installments and minimum time for approvals and infrastructure before start of construction.
  • Provide project loans to builders so that they can complete housing project in the shortest possible time thus improving their ROI and at the same time reduce the investment period thus reducing the overall cost for the end consumer the main objective of this scheme

It is envisaged that by the above measures the cost would be 15 to 20% lower than the current market price and by providing long term loans we would enhance the number of people who can afford housing by 100% in the first three years. Currently only about half a million people can afford to buy homes and apartments every year, this project aims to change that. However, the goal is not just to provide a roof rather build efficient houses which are beneficial to the people and the country. Implementation of international standards can help us build such houses with ease.

One of the standards focusing towards this cause is ISO 23045; ISO 23045 is one of a kind standard that provides guidelines on establishing energy efficient in buildings.

The objectives of ISO 23045:2008 are to assist designers and practitioners when collecting and providing the useful data that are required at different stages of the design process and to fulfill the definitions of the building as prepared by building designers. This International Standard applies to new buildings and is applicable to space air-conditioning equipment and the heating plant in new buildings. Introducing energy efficiency in the design process leads to a reduction in energy demand through a global approach to the building, including analysis of the building location, definition of the building envelope, energy systems and products.

The building sector is recognized as a major contributor to the build-up of greenhouse gases. These emissions of COto the atmosphere could be reduced significantly through the application of International Standards relating to the energy-efficient design of buildings and building mechanical equipment.

Moreover this standard helps to increase rational use of natural resources and ISO 23045:2008 will help the building sector design buildings to a specified level of efficiency. ISO 23045:2008 will assist in collecting and providing information regarding the energy efficiency of the building under consideration, conducting the iterative process to ensure improved energy efficiency of buildings and obtaining the target values for energy efficiency ratios used in labeling or information to public or/and consumers.

This project is one of the most important and major project of the current government therefore the use of international standards will help it achieve its goals in a more efficient and cost effective way. This initiative will give a boost to the construction industry, jump start economy and bring prosperity in the region.




PM’s anti-corruption drive can be augmented by ISO 37001 standard

The Anti-corruption drive of PM Imran Khan

Prime minister Imran Khan visualized an anti-corruption campaign. He pledged a ‘strict accountability’   and a ‘crackdown’ against the people who looted the country and left it to its misery.

Primary action was the establishment of ARU (Assets recovery unit) with its headquarters located in the Prime Minister’s office.  ARU tasks enforces the retrieval of hidden assets overseas and it comprises of bank of officials and all the representatives from the government intelligence agencies. It targets high level corruption collecting details of illegal foreign accounts and assesses information within a period of seven days.

The history of ISO 37001

Anti-bribery management system is a management standard formed to help organizations against corruption that ensure the culture of integrity, transparency and compliance. As corruption has been the most destructive and challenging issue of the world. It affects the quality of life and increases poverty.  Anti-bribery protocol is appointing a person that over sees the anti-bribery compliance, manages training of the officials and assess the risk. It came in effect in the year 2016.

Organizations need due diligence on their projects, business associates and implement a financial and commercial control. This demonstrates the stakeholders that they have to enhance the control they already have by putting in place the internationally recognized, good practice anti-bribery method. It’s a flexible tool that can be adapted according to the size and nature of the organization.

ISO 37001 is a management system that is not limited to a certain type of organization. It can be used by government, public and non-profit organizations.

Not only is this system for all but it also adds to the credibility of an organizations. This certification serves as a warning to all those people and organizations who want to have an under the table deal, or are interested in giving or taking bribes. It is also a threat to the employees of an organization that any illegal dealing can lead to serious repercussions to the individual and the company too.

ISO 30071 Certificate in effect

Having strong documentation that outlines anti-bribery procedures provide a common platform for companies to work off with. Most importantly ISO 37001 promotes the culture of ethics in an organization and sends a clear zero tolerance statement to employees against bribery.

Certification in affect results in effectively preventing bribery which ultimately saves adequate amount of time and money in the run. A bribery scandal can sabotage a company’s reputation and also stain an individual’s political career.

ISO 37001 and the Anti-corruption drive

Both the anti-bribery management system and the anti-corruption drive go hand in hand. Now the current government can make it mandatory for companies to be certified by ISO 37001 to ensure transparency. Officials must be appointed under the ISO 37001 in State Owned Entities to regularly monitor the flow of money in these organizations to catch the culprits and take a step towards putting an end to this corruption spree in Pakistan. This is certainly the need of the hour and through this certification proper monitoring bodies will be formed that will ensure that the anti-corruption coupled with the anti-bribery management system are running effectively.