ISLAMABAD: Benazir Income Support Programme (BISP) is taking all steps to upgrade its mechanism for assisting the poorest of the poor segments in society, said BISP Chairperson Dr Amjad Saqib on Wednesday.

For this purpose, he added, BISP has established a call centre at the National Telecommunication Corporation (NTC) with the latter’s help to address grievances of general public related with the social protection system.

The chairperson on Wednesday visited the newly-established centre and said it would go a long way in facilitating the poor beneficiaries. He said call agents were ambassadors of empathy and support for the poorest and most deprived citizens.

NTC Director General Faisal Bashir informed Dr Saqib that the centre was operational with more than 25 call agents and was set to expand its capacity in the future.

Over 25 call agents deputed at centre, facility is set to expand its capacity in future, official says

Dr Saqib stressed the need for a performance evaluation mechanism for call agents to ensure efficiency and effectiveness in their services. He also emphasised treating the needy with courtesy by call agents, acknowledging their significance in facilitating the underprivileged. He expressed gratitude to the NTC for its collaboration in establishing the call centre which aims to enhance the overall perception of BISP.

“Helping the poor is equivalent to charity and worship,” remarked Dr Saqib, highlighting the noble cause that the BISP call centre would serve. He believed that the call centre will play a pivotal role in improving the public’s perception of the institution and providing authentic information as well as expediting the resolution of complaints.

He said all complaints lodged through the complaint management system would be directly forwarded to BISP field offices for prompt resolution. This commitment to efficient complaint resolution aims to streamline the process and ensure that the needs of the citizens are met effectively. BISP has also established a toll-free number 080026477 for the general public to lodge complaints.

Published in Dawn, February 1st, 2024