Skip to content
An official website of the OECD. Find out more
Created by the Public Governance Directorate

This website was created by the OECD Observatory of Public Sector Innovation (OPSI), part of the OECD Public Governance Directorate (GOV).

How to validate authenticity

Validation that this is an official OECD website can be found on the Innovative Government page of the corporate OECD website.

KP Citizen Portal

The KP Citizen’s Portal is a highly interactive mobile application aimed at serving information and services, disseminating information, engaging citizens, and dealing with public complaints in Khyber Pakhtunkhwa, Pakistan. The application effectively uses modern ICT-based and e-governance tools to help citizens get the latest information about essential citizen services. Furthermore, the system implements a closed-loop regarding complaint management, helping government to solve issues and deal with complaints.

Innovation Summary

Innovation Overview

Problem Solved?
Citizen Access to Government (without physically visiting Government Offices)

Smartphone-based App to access Government information and services in a single click.

Who Benefited?
Citizens (for resolution of complaints) and Government itself (by improving performance)

Objectives of the System
1. Complaint registration and tracking
2. Public polling
3. Public announcements (related to emergency, law and order, public notice)
4. Food price of essential commodities
5. Government jobs
6. Government tenders
7. E-Citizen (apply for e-domicile, revenue cases tracking)
8. Citizen’s application tracking
9. KP Internship portal
10. "How do I?" - Information related how to get various citizen services (Birth certificate, marriage certificate, domicile, Fard, driving license, arms license, etc.) in terms of procedure, location and price.

Innovation Description

What Makes Your Project Innovative?

1. An integrated approach to provide all information and services to citizens on a single App.
2. Connected with the Government's real back-end system

What is the current status of your innovation?

The application has been implemented. 178K complaints have been received and 168K resolved with a user satisfaction of 65%.

Innovation Development

Collaborations & Partnerships

Citizens and government officials were involved in the development of this innovation.

Users, Stakeholders & Beneficiaries

Citizens, government officials.

Innovation Reflections

Results, Outcomes & Impacts

Total 178K Complaints Received, 168K Resolved, Feedback 65% Positive.
Results are measured through an automatic process available in the App.
Expected User Feedback: 72%.

Challenges and Failures

Access and Implementation
Currently, 2800 Officers in KP are responding to the complaints. Training of Officers at remote areas was one of the main challenges.

Conditions for Success

1. Clear policy
2. Leadership and guidance of the Chief Minister (Head of the Province)

Lessons Learned

1. Category or issue-wise replication of the application was more successful
2. Starting with small services helping citizen to interact effectively

Year: 2016
Level of Government: National/Federal government


  • Implementation - making the innovation happen
  • Evaluation - understanding whether the innovative initiative has delivered what was needed

Innovation provided by:

Date Published:

19 March 2021

Join our community:

It only takes a few minutes to complete the form and share your project.