Punjab’s programme to improve the local civil service

Throughout Pakistan, there has been a problem with corruption in the civil service. In early 2008, Zubair Bhatti, administrative head of the Jhang district in Pakistan’s Punjab province, recognised the need to reduce petty corruption in the local civil service. He started collecting the phone numbers of citizens who used the civil service and randomly called some of them to ask for feedback about their experience. This grew into the Citizen Feedback Monitoring Programme (CFMP) which aims to bridge the gap between the state and the citizens in particular by curbing corruption, monitoring public service delivery and enhancing citizen engagement. It has achieved great outreach: 178,160 citizens have reported corruption [or made] complaints and 11,200 actions have been taken by various government departments on the basis of negative feedback received via CFMP.