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NADRA Launches Centralized Complaint Management System for Citizens

NADRA introduces the newly re-designed NADRA Centralized Complaint Management System (NCCMS) on Monday to smoothen and centralize its grievance redressal process.

With the extended magnitude of public service undertaken by NADRA, the institution faced an indiscriminate inflow of complaints from various platforms like phone helpline, Twitter, Facebook, Pakistan Citizen’s Portal (PMDU), written applications/complaints, old complaint management system (CMS) and people coming physically to NADRA offices and Headquarter. The dispersed mechanisms for grievance redressal resulted in delayed and inefficient complaint resolution.

The new NCCMS is a great leap forward in improving service delivery and a vast improvement on the previously dispersed arrangements that lacked a proper mechanism for tracking, categorizing, monitoring and response on complaints.  The new system will enable the NADRA management to respond to the queries and complaints of general public availing NADRA services across the country and abroad promptly and efficiently. The Compliant management portal will be live on NADRA’s website where the citizens can directly file their complaints regarding any issues they face pertaining to NADRA.

Chairman NADRA Tariq Malik while inaugurating NCCMS said that he opened up NADRA services and employees’ performance, for the public to measure and define on their own. Seeing NADRA from public eye led him to develop a single centralized system which could enable the authority venturing into a Rapid Redressal Regime, he added.

Mr. Malik said, “NADRA is the largest public facing organization at national level that incurs a footfall of average 100,000 people daily at its 755 NADRA registration centers (NRCs), 263 Mobile Registration Vans (MRVS) and 10 overseas centers. NADRA’s online Pak-ID services are also available globally in more than 190 countries.”

The new system will provide a unified view of complaints related to all NADRA products, services and projects.

With an effective monitoring mechanism, the NCCMS has the feature to escalate the complaint if it is not resolved in a given resolution timeframe.  When a complaint is not resolved in due time, there is also a super escalation feature that brings up the complaint directly to Chairman NADRA.

Complaints can be registered by a citizen using any of the following channels and  these complaints will then be logged into the NCCMS, for centralized monitoring, action and resolution. The channels are NADRA helpline 1777 for mobile phone users, 051-111786100 for landline users and international callers, Email, Social Media – complaints received by Customer Services Department (CSD), NADRA Twitter & Facebook handles and Regional DGs through their social media accounts.

The system has been equipped with all required features such as status tracking via unique registration number, escalation and receipt of closure, to make the experience user-friendly.

To enhance performance of NRCs, we have leveraged technology and data analytics to conduct real-time monitoring from our Headquarters Operation Room. Token processing, queue handling is monitored live and interventions are made accordingly to improve service delivery at all levels.

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NADRA vehemently rejects the misconstrued opinion of Dawn’s author about NADRA’s role.

Apropos to the Opinion “NADRA’s algebra” authored by Zubeida Mustafa in Dawn on Jan 28, 2022, NADRA Spokesperson intends to clarify that the author has misconstrued the role of NADRA which primarily registers the people of Pakistan.

In Pakistan, the Computerized National Identity Card (CNIC) reflects the synergy effect in which various identification functions concentrate into a single document and most public services route through the national identity card number. This function of CNIC authenticates that the public services are rendered to the right person. In the same manner, the voter lists are prepared underpinning one person, one identity and one vote.  NADRA has always strived towards inclusive registration with its core tenet as ‘empowerment through legal identity’.

With regards to unvaccinated people, the governance, strategy, and operational control are with Ministry of National Health Services, Regulation and Coordination (MONHSR&C) and National Command & Operation Centre (NCOC). It is the stated policy of NCOC to vaccinate people without CNIC across the country only with a condition that they get themselves registered with NADRA for availing other public services. So far approximately 1.5 million unregistered persons (without CNICs) have been vaccinated across the country. NADRA is only the implementation partner responsible for maintaining a transparent database of vaccinated individuals.

The National Immunization Management System (NIMS) developed by NADRA, is a robust and scalable solution that is integrated with all concerned stakeholders i.e. Ministry of Health, National Database & Registration Authority (NADRA), Federal Extended Program on Immunization (EPI), and all Telecommunication operators of the country. The system is National ID card (NIC) centric and carries out real-time validation of NIC for registration, scheduling and vaccine administration along with certificate issuance, validation and dynamic dashboards for informed decision making of the policymakers. The system also has the capacity to carry out online/real time verification of issued certificates using the NIMS database.

At the outset of vaccine supply that was scarce initially, Government of Pakistan desired to initiate vaccination process for the most vulnerable people in advanced age-brackets, CNIC database was used to identify vulnerable people like that of author of the opinion herself via age-brackets as per demographics. Citizens were provided a fool proof and easy to use SMS as well as web based system for registration, identification of eligibility as per vulnerable groups and subsequent scheduling on a particular Vaccine Centre for vaccine administration.

It is pertinent to mention that during the early days of COVID-19, MONHSR&C and NCOC mandated NADRA to design, develop, and host a digital system for vaccine administration. After detailed deliberations with all stakeholders, National Immunization Management System (NIMS) was envisaged to consolidate all immunization activities that are being carried out in the country, on a single intelligent platform. Pakistan is one of the countries that have managed a seamless COVID-19 vaccination administration and so far more than 174 million dozes have been administered using NIMS. Digital system ensures transparency, audit trail and real-time information accessibility.

Moreover with regard to the registration of vital events such as birth, death, marriage and divorce, the registration of such events is exclusively the domain of Union Councils (UC), Cantonment Boards and other local government bodies of respective provinces. As some births in the country are not registered in UCs, some Pakistanis do not conduct any of the activities described above; thus a few do not have CNICs. Despite being outside its mandate, NADRA has always extended its full technical support to Local government in Civil registration systems and currently we are in the process of implementing a wholesome technical solution to integrate Civil registration and vital statistics data from all local governments.

NADRA has specifically focused on the unregistered individuals by creating a dedicated Inclusive Registration Department (IRD) that strategically devises means to enhance registration, especially for women, minorities, transgender and unregistered persons.

In this regard, NADRA specifically targeted 80 districts with a gender gap of more than 10% in registration figures. In 2021, more than 3.2 million women were registered with NADRA. Our evidence-based strategy paid off and in the last few months, and we have successfully reduced the gender gap by 40% in these targeted districts. NADRA opened 18 x Female Only NADRA centres, predominantly in KP to overcome the socio-cultural barriers of women hesitating to deal with male staff. At our centres, priority handling and ‘queue jump’ is given to senior citizens and disabled persons and recently, we have set up dedicated desks for transgender registrations.

Pakistan is the only country in the world where the state brings its ID services to the doorsteps of the citizen through an online platform (id.nadra.gov.pk) that is open to all resident and Overseas Pakistanis, so that they can avail an ID from the convenience of their homes. Furthermore, 262 Mobile Registration Vans (MRVs) and 80 Person pack units have been deployed countrywide that reach out to people living in remote areas or senior citizens who may not be able to travel to the nearest NRC.

As of January 2022, 120 million people i.e 96% of adult population (above 18) possess CNICs. As per the population figures of the previous census (2017), NADRA has provided CNIC to 65,908,886 (99% coverage) persons in Punjab, 25,686,818 (96%) persons in Sindh, 17,861,972 (98%) persons in KPK and FATA and 4,933,366 (83%) persons in Baluchistan

NADRA has developed an infrastructure that allows maximum accessibility. There are 700+ NRCs operating country wide and in all 154 districts of Pakistan. In 2021, NADRA opened 66 new tehsil-level NRCs and a total of 517 tehsils have a NADRA registration centre. By June 2022, NADRA Registration Centres will be present in all tehsils of the country.

NADRA has always strived towards strengthening the social contract, inclusive registration practices and maintaining a transparent, yet secure database of the people. Only when the state is able to count on its citizens, it is able to roll out public services and identity is the first and fundamental step towards this. NADRA has proudly partnered with multiple public and private sector entities, to enable an ID centric ecosystem around which a number of digital public goods are rolled out for the betterment and convenience of citizens.

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NADRA Centers to accept payments through JazzCash/ Easy Paisa for its services

Around 14 million JazzCash and 10 million EasyPaisa wallet customers to benefit from this facility. The National Database and Registration Authority (NADRA) in collaboration with JazzCash and EasyPaisa introduces the facility of accepting digital payments for its services at all NRCs. The citizens can now digitally pay the fee for ID card processing or other identity documents through their JazzCash/EasyPaisaapp in real-time.

NADRA embarks on adopting Digital Payments in partnership with JazzCash and EasyPaisa. This service complements the recently launched Credit/Debit card payments at NRCs adding to public convenience by providing alternative digital payment methods along with the existing cash payment option. The service shall be available to over 23million mobile wallet customers.

The inauguration ceremony in this regard took place at NADRA headquarters. Chairman NADRA Tariq Malik, CEO JazzCash Murtaza Ali and CEO Telenor Microfinance Bank & EasyPaisa, Mohammad Mudassar Aqil were present on the occasion.

NADRA’s collaboration with Mobile wallets for contactless payments is a major step towards a digital and documented economy, in line with the vision of the Prime Minister of Pakistan and the State Bank.

Speaking on the launch of digital payment gateways for the citizens, Chairman NADRA Tariq Malik said that he envisioned NADRA to be a trailblazer in the field of identity management thereby vying for global standard, set forth. “While we tread aggressively on the path to achieve goals of smart governance and improved service delivery, providing convenience to the common man and society at large has been the singular motive behind NADRA’s digital intervention under my leadership” he said.

Tariq Malik said that the digital payment platform provides easy payment options to a huge number of potential customers already registered with both JazzCash and EasyPaisa. NADRA Centers across the country have around 100,000 customers visiting NADRA centers every day. Digitalizing payment systems aims at bringing a huge customer base on digital net by offering them an easy and secure mode of payment while pivoting towards a Digital Pakistan, he added.

Speaking on the occasion CEO JazzCash Murtaza Ali said, “JazzCash and NADRA have a longstanding relationship and today’s announcement is another step towards digitalizing essential public services. As the largest digital mobile wallet, we consider it our national duty to assist the government in shifting to a cashless economy, making such strategic alliances crucial. This partnership will facilitate our fellow citizens by enabling digital payments against NADRA services, making transactions more secure and convenient.”

Commenting on the development, M. Mudassar Aqil, CEO Easypaisa/Telenor Microfinance Bank, stated; “Since its inception, Easypaisa has offered a revolutionary mode of transactions for all Pakistanis. We strongly believe that the way forward for a cashless and financially inclusive society is through collaboration, and we are proud of this latest partnership with NADRA, which will enable millions of Easypaisa users to make NADRA fee payments digitally, in a convenient and secure manner. As the number 1 payments app of the country, we hope to continue taking Pakistan forward in our mission for a transparent and cashless economy through such partnerships

 

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Payments at NADRA Registration Centers (NRCs) can now be made through all credit and debit cards

National Database and Registration Authority (NADRA) has awarded the mandate for the deployment of Point-of-Sales (POS) terminals to HBL for the acceptance of credit and debit cards at NADRA Centers across the country. These POS terminals are being deployed at all NADRA Centers on the directives and recommendation of Government of Pakistan and State Bank of Pakistan.

The agreement in this regard was signed between Tariq Malik, Chairman – NADRA and Muhammad Aurangzeb, President & CEO – HBL. Senior officials from both the organizations were also present on the occasion.

Speaking on the occasion, Tariq Malik, Chairman – NADRA said that installing POS Terminals at our NRCs would allow payment through debit and credit cards. NADRA Centers across the country have a massive public footfall every day and digitalizing payment systems would allow the citizens to have multiple payment options, offering them an easy and secure mode of payment while pivoting towards a Digital Pakistan, he said.

He also stated that adoption of POS Terminals at the NRCs offers accounting efficiency and accuracy. He said that the NRCs will now be accepting more currencies as the applicants are often Overseas Pakistanis with foreign bank accounts and payment cards.

Through this partnership, HBL will be deploying its POS terminals at all NADRA Centers nationwide. This initiative is pivotal towards improving Pakistan’s digital infrastructure, enabling HBL to play its part in supporting NADRA to digitalize its identification systems at large. It will allow applicants at NADRA to have multiple payment options by offering them ease and convenience of service.

Commenting on the occasion, Muhammad Aurangzeb, President & CEO – HBL said, “We are delighted to be awarded this mandate. HBL and NADRA have a longstanding relationship, spanning over many years. HBL as the Government of Pakistan’s primary bank, has implemented many strategic programs in partnership with NADRA to bring convenience and ease for the public. This partnership furthers HBL’s strategic priority of promoting digitalization across the country.”

NADRA remains a key stakeholder for HBL, as it provides both verisys and biometric verification systems, allowing the Banks and other financial institutions to verify the credentials of their clients at the time of account opening and conducting transactions.

HBL continues to be the main account/collection bank for NADRA Registration Centers including more than 600 operational accounts opened across various branches of the Bank.

 

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NADRA Launches Registration Campaign for Transgender-persons

On the occasion of International Human Rights Day (10 December), National Database & Registration Authority (NADRA) takes special measures to reach out the transgender persons, a marginalized segment of society, across the country.
In a bid to enhance the registration of transgender persons and create awareness, NADRA has launched countrywide campaign “Trans-Rights are Human Rights”. In this regard the authority is conducting remedial training of field officers/officials on 13th Dec 2021 in order to sensitize the sensitivities and vulnerabilities that create encumbrance in the registration of transgender persons.
NADRA has so far registered 5626 transgender persons who opted for a gender other than male or female. The authority further aims at creating awareness about the significance of legal identity for empowering the transgender community. In this milieu, NADRA has engaged Ministry of Human Rights, Provincial/District Social Welfare Departments to mobilize the transgender persons for CNIC registration in order to help them eliminate long-standing discrimination, exclusion and sporadic violence.
Chairman NADRA Tariq Malik held meeting with Transgender persons hailing from different parts of the country. During meeting he said this year on the occasion of International Human Rights Day we are asserting that Trans-rights are also human rights. Achieving meaningful progress on SDG 16.9 & 10.2 towards sustainable human development, we must promote and protect the rights of the most vulnerable segments of society and take measures for creating an inclusive society with effective participation of transgender persons, he added.
He said NADRA has taken this daunting task of bringing the transgender persons in the fold of inclusive society by issuing them the basic identity document i.e CNIC. My message is clear to all genders, “Be yourself, we will adjust. To be perceived as what you say is your basic right.” said Tariq Malik
In this regard, special Mobile Registration Vans (MRVs) are being deployed on 10th December, 2021 for registration of transgender in coordination with Ministry of Human Rights and District Social Welfare Deptt /NGOs in the areas where a large number of transgender community is residing. First time CNIC registration is free for all transgenders.
Moreover, MRV is also being deployed at First Transgender Persons School in Multan. The school provides basic education, vocational training which is staffed by transgender teachers.
NADRA is the only organization that has provided equal opportunities to the transgender persons to get the jobs and be a part of the organization. NADRA has already employed transgender persons in NADRA as per their qualification and experience.

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NADRA launches Contactless Biometric Verification Services for Banking and Payments Industry upon the request of State Bank of Pakistan

Capitalizing on technical advancements, and as per the request of SBP, NADRA has launched latest Contactless Biometric Verification Services for the Banking and Payments Industry, making Pakistan one of the first countries in the world to implement this Technology on National Level. The service was launched during the visit of Dr. Reza Baqir, Governor State Bank to NADRA Headquarters, Islamabad today. The Banks in Pakistan will make use of the digital app on smart phones capturing and verifying biometrics of the potential account holders from their homes. With the introduction of this digital technology the Banking system will take paradigm shift adding remote biometric capturing technology to digital banking system. The service is initially extended to five (05) Banks nominated by SBP for pilot. Other banks and fully SBP licensed EMIs, after completion of necessary formalities will also be included in the pilot run. Once the pilot is completed, this service shall be extended to all Banks/EMIs. Speaking on the occasion, Dr. Reza Baqir, Governor State Bank said, “This new mobile based verification service for banks and Electronic Money Institutions is in line with SBP’s financial inclusion initiative while creating opportunity for rapid on-boarding using remote identification and e-KYC features” He added “early adoption of this new technology has endless potential to reach towards underserviced population while it extends a great benefit to financial sector as it will reduce the operational costs, aiding in releasing pressure on Banks who have been negatively impacted during this Pandemic”. On the occasion, Mr. Tariq Malik Chairman NADRA said, “We are addressing the need of the hour during this on-going pandemic. This new technology makes contactless fingerprint acquisition and matching possible using a smart mobile phone, providing an alternative to conventional methods of conducting digital financial transactions that may require specialized equipment or visits to Bank Branches/Franchises. NADRA is proud to maintain its reputation for introducing niche technological trends in country. It is another step towards our aim of creating a robust National ID Eco System in Pakistan”

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NADRA Spokesman in a clarification issued to the Newspaper said that NADRA has been Issuing Certificates for both Single-dose and Double-dose Vaccines.

People who had been vaccinated with single-dose vaccines have already received vaccine certificates from the authority, spokesman stated. To this effect NADRA has so for issued 1, 451 certificates for single-dose of CanSino Bio vaccine, spokesman informed.

Whereas, 47,288 certificates have been issued for double-dose across the country. The spokesman also requested the general public not to pay heed to such disinformation and hoaxes. They can conveniently receive vaccine certificates for single-dose as well as double-dose from the authority.