Ayesha Saba

The government has placed strong emphasis on improving service delivery as a central pillar of the Prime Minister’s Economic Governance Reforms (PM-EGR), with a focus on enhancing access, efficiency and quality of public services across the country, according to an official document released by the Finance Division.

The reform framework recognises that effective service delivery is critical to public trust and social development. It identifies persistent challenges such as procedural delays, uneven service quality and limited citizen engagement as key obstacles that undermine confidence in public institutions. To address these issues, the government has outlined a comprehensive strategy aimed at transforming how public services are designed, delivered and monitored.

A key element of the reform agenda is simplifying and standardising service delivery processes. The government plans to review existing procedures to remove unnecessary steps, reduce administrative bottlenecks and ensure consistent service standards across departments. This approach is intended to make public services more accessible, predictable and user-friendly for citizens and businesses alike.

The reforms also emphasise expanding digital service delivery channels to improve accessibility and efficiency. By increasing the availability of online platforms and digital service portals, the government aims to reduce reliance on physical visits, shorten processing times and enhance convenience for service users. The use of digital tools is expected to support faster service delivery while reducing opportunities for inefficiencies.

Another important component of the reform agenda is the establishment of clear service standards and performance benchmarks. Government departments will be required to define service delivery timelines, quality benchmarks and performance indicators. These standards will enable better monitoring of service quality and provide a basis for holding service providers accountable.

The document also highlights the importance of citizen feedback mechanisms in improving service delivery. Mechanisms such as complaint redressal systems, feedback portals and performance surveys are expected to play a greater role in identifying service gaps and guiding improvements. Incorporating user feedback is seen as essential for making public services more responsive and citizen-centric.

Capacity building is another key focus area, with efforts directed toward training frontline staff and strengthening institutional capabilities. The reforms aim to enhance professionalism, customer orientation and service management skills among public sector employees to ensure consistent service quality across departments.

According to the Finance Division, improving service delivery is central to building public trust in government institutions and enhancing overall governance outcomes. By streamlining processes, leveraging digital tools and strengthening accountability, the reform agenda seeks to ensure that public services are accessible, efficient and responsive to the needs of citizens.

Credit: INP-WealthPk