Objective definition
The Overseas Pakistanis Commission Punjab (OPC) sought to evaluate the effectiveness of its complaint redressal ecosystem and the Punjab Connect platform in facilitating the resolution of grievances raised by overseas Pakistanis. While the platform supported complaint registration, referral and administrative closure, there was a need to establish whether reported case outcomes reflected genuine resolution, identify the underlying causes of unresolved and recurring grievances, and assess the effectiveness of institutional coordination and accountability throughout the complaint lifecycle.
The engagement aimed to undertake a forensic diagnostic of OPC’s complaint management ecosystem using eleven years of historical complaint records, supported by case-integrity analysis, institutional and root-cause assessment, end-to-end complainant journey mapping and international benchmarking. The assessment sought to identify systemic issues in complaint registration, departmental referral, processing, escalation, resolution verification and post-closure follow-up, while examining the organisational, procedural and technological factors affecting service delivery. The overarching objective was to establish an evidence-based foundation for strengthening institutional accountability, improving the measurement of actual complaint outcomes and informing the future operating model and digital transformation roadmap for Punjab Connect as an integrated, resolution-oriented case management and service coordination platform.
Approach
As a team lead on the program, our approach was as follows:
- Data and case-integrity audit: Audited complaint data and case integrity, including reopening, refiling and closure evidence.
- Complainant journey mapping: Mapped the complainant journey using the McKinsey 7S framework.
- Benchmarking: Benchmarked UKVI, MADAD, OWWA and SLBFE.
- Performance framework: Developed a Balanced Scorecard and KPI framework.
- Punjab Connect design requirements: Defined requirements for workflows, roles, controls, dashboards and escalation, repositioning the platform from complaint recording to accountable case management.
Time frame
~8–12 weeks (May – Jun 2026)