Is the Pakistan Citizen Portal Really Helping Citizens?
Organisation: Media for Transparency
Organisation size: Small
Publication date: 17 Apr 2020
Credit: Shehzad Yousafzai
The government of Pakistan claims that a majority of the complaints shared by citizens through an official smartphone app were resolved but data and the accounts narrated by app users reveal that the government departments are falsely closing complaints without actually resolving the issues raised by the citizens. This project reveals how the government is drumming up the numbers and ignoring the reports of dis-satisfaction from citizens.
The reporting and publication of this project forced the government to reveal statistics about unsatisfactory ratings by citizens who use the official smartphone app. This metric is important in understanding the effectiveness of the public grievance system.
What was the hardest part of this project?
Getting the relevant data from the government
What can others learn from this project?
Do not trust government PR especially when they tell you all is suddenly well. Data can help answer important questions, for example where jargon or complex terminology is being used to obfuscate bigger problems.