Federal Ombudsman Naveed Kamran Baloch on Saturday said his institution is harnessing digital and AI-powered reforms to elevate public service delivery, broaden awareness and capacity-building initiatives for government employees, and ensure Ombudsman decisions are implemented well within the prescribed 60-day time frame.
While appearing on a PTV News programme, Federal Ombudsman Naveed Kamran Baloch highlighted the Ombudsman institution’s role, sharing his personal experiences and thanking the government leadership for strengthening the system through technology and AI-driven solutions to provide speedy, transparent and accessible justice.
Kamran Baloch said the institution is focused on supporting the underprivileged segment of society, with nearly 90 percent of complainants seeking relief against issues faced at government departments and public offices.
He added that AI technology is helping take justice services to citizens’ doorsteps, with implementation of Ombudsman decisions ensured within 60 days, while efforts are underway to further reduce the time-frame.
He emphasised that public awareness is essential for ensuring access to justice and said the Federal Ombudsman is actively working to strengthen complaint resolution mechanisms. The institution is establishing monitoring cells and appointing focal persons in public dealing departments, including NADRA, airports, BISP, power sector and other organizations to improve service delivery and ensure timely redressal of citizens’ grievances.
He further said the Federal Ombudsman is ensuring coordinated efforts to resolve issues faced by overseas Pakistanis, with the Foreign Secretary supporting effective coordination among relevant institutions. These initiatives are aimed at making public services more responsive, transparent and accessible for all citizens.
Responding to a query, he stressed the need for capacity building, training and specialized courses for employees involved in public dealing to improve service delivery.
He said the Federal Ombudsman provides justice to citizens while ensuring accountability, transparency and credibility across institutions, with regular feedback reflecting public confidence in the system.
To another query, he also elaborated on the complaint filing process and legal procedures, stating that applicants can approach the Federal Ombudsman not only through physical applications but also via telephone and social media platforms.
He said dedicated teams and researchers are working to ensure quick responses and efficient guidance for complainants.
Replying to a question about complaints, he said over 256,000 cases were received by the Federal Ombudsman last year, while he personally reviews around 920 to 1,000 complaints on a daily basis.
He said a forensic digitalised system with AI-based tools is being utilized to analyze cases, enhance efficiency and ensure speedy resolution.
On the nature of complaints, he said most grievances arise from departments involved in direct public dealing.
He added that the Federal Ombudsman is actively engaged with 12 to 14 key public service organizations and is working continuously to introduce reforms for improved performance and greater public satisfaction.
In his concluding remarks, Naveed Kamran Baloch stressed the importance of public awareness, dignity and compassion in service delivery.
He said the Federal Ombudsman is committed to making justice more accessible and ensuring citizens receive fair and respectful treatment.
He said the Wafaqi Mohtasib has emerged as a strong pillar of administrative accountability by addressing public grievances, improving governance standards and promoting transparency, responsibility and efficiency in government services.