LAHORE: “The (computer) system is suspended. Therefore, you will have to wait more...” is the answer officials at the National Database and Registration Authority (Nadra) centres offer to the applicants.

“Is there no one to fix this problem as the last time I visited here, I was given the same excuse on my turn,” complained Haseeb Ahmed at Nadra’s College Road (Township) centre. He said the Nadra staff was inept and employed delaying tactics.

This reporter, during a visit to some Nadra centres, learnt that their heads were least bothered about complaints of customers.

Also read: Blocking NICs: Hundreds stage demo outside Nadra office in Quetta‏

A visitor complained that Assistant Manager Akhtar Ali of the College Road registration centre ‘snubbed’ him when he took up the matter of his ID card with him.

“I got my turn for renewal of my CNIC after a three-hour wait and the data-entry operator asked me to get a new token as it has been issued to my wife’s name. When I brought the matter to Mr Ali’s notice, he snubbed me,” said Salim Mahmood.

Of the three data-entry operators at the centre, only one was performing his duty while the other two were not on their seats. The head was least bothered about when his attention was drawn to this. “We need some respite as we cannot work round the clock,” replied Mr Ali.

Also, there are no separate seating arrangements for women visiting the Nadra outlets in the city. The customers have to face a great deal of inconvenience due to rush and delay in issuance of cards.

Nadra’s executive centres where the CNICs are issued through a fast-track system after charging Rs1,000 have failed to bring relief to the customers.

There are question marks on the competence of those heading the centres. “No specific criteria is observed to appoint a person to head a centre which is the most important slot as it is directly related to public dealing,” said a source. He said an undergraduate was heading a centre in Lahore, showing how serious the management was to improve the working of the registration outlets.

“Some cases have been reported in which the Nadra staff even can’t fill the forms of the applicants properly because of their poor academic record,” the source said.

The Nadra management is more concerned about getting specific government tasks done instead of ensuring ‘hassle-free’ environment for the public at its centres. The management admits the problems at its centres and says new chairman Mr Usman Mobeen is keen on tackling this issue.

“Immediately after taking charge only a few days ago the chairman has conducted surprise visits to different centres in Lahore. He has also issued clear directions to improve customer care services there,” Nadra spokesman Faik Ali Chachar told Dawn.

“The chairman is personally spearheading an organisational overhaul and reorienting it towards better services to citizens. A policy in this regard is being formed to redress the issue of proper customer care and facilitation with conspicuous guidance to the public at centres. Senior management of Nadra is working on a series of reforms and initiatives that will improve quality of service at Nadra as well as reduce time for delivery of services.

“The Nadra staff will be provided training to improve their performance,” he said, adding misbehaviour of the Nadra staff would not be tolerated.

Asked what qualification was required for the staff, especially the head of the registration centres, Mr Chachar said: “It is hired as per Nadra’s laid-down criteria.”

As for any possibility of opening up of more centres, he said Nadra had 560 registration centres in 2014 from about 300 in 2011. “The number of centres is not an issue, however recently due to biometric SIMs verification, public pressure has increased and registration load on Nadra centres has tripled, he said. He said the Authority had no issue of manpower and infrastructure and service would improve after SIMs verification process.

Nadra Lahore Operation Director Nauman Ahmed, a retired colonel, said the people were facing problems at the centres because of “additional rush for biometric verification of SIMs and Punjab arms licence project.”

Nadra is charging Rs10 for each biometric verification and in case the thumb impression of a SIM-holder is not matched, it asks him or her to apply for a new CNIC.

There are 18 Nadra centres in Lahore and three more in the pipeline. Given the issues it is facing, one wonders how it will manage to run them without going for fresh hiring.

Published in Dawn February 23rd , 2015

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