Peshawar: An important milestone towards good governance in KPK was achieved when the Right to Public Services Act 2014 was promulgated by the then government in the era of Pervez Khattak (CM) of Khyber Pakhtunkhwa. Precisely because this Act, the Right to Services legislation, would seek a paradigm shift in service delivery by offering essential public services timely and transparently and be made straight before the public. Six years down the road, RTS has come a long way in terms of making lives better for the students of KPK.

RTS has decreased wait times for offering passports, driver’s licenses as well electricity connections due to streamlining processes. This essentially rationalizes all these services for the citizens by fixing timelines and low corruption because RTS has low bribery and is accountable due to which there states less Scope of getting corrupted as compared to other sources. The amount of bribes paid by citizens for services to which they are entitled has fallen.

Through Citizen Charter and Service Standards, citizens had clear expectations about what to receive as a minimum service level2 at the facilities; they were able to track progress (completed surgeries on time), and hold officials accountable in case of failures. Introduction of District Grievance Redressal Committees (DGRCs) and Citizen Facilitation Centers to resolve complaints quickly.

RTS brings in a culture of accountability to the government, and good governance; citizen-centric policies.

RTS has worked with the 80 services of 14 different departments they have solved 782 cases and, reduced 95% of bribery cases related to RTS services up to 85% increased citizen satisfaction with public services, and 90% of services delivered within the timelines and the almost 1.5 million citizens have benefited from 2014 to 2022 and chief secretary of RTS Muhammad Asim Imam has addressed that we are working on increases of their services up to 400 with the different relevant department under the KP RTS.

RTS has made progress but at the same time, the commission is also facing some challenges like limited awareness among the rural citizens of KP restricted from the bureaucrat with their interest and some basic technology infrastructure so, therefore, Muhammad Asim Imam, Commissioner RTS is putting all his efforts to aware the Public by visiting Universities, Seminars, and general public gatherings.