Citizens are welcoming a rare and refreshing change in public service delivery with the launch of the Pakistan Asaan Khidmat Centre (PAKC), a one-stop facility offering more than 60 services under a single roof in the Mauve Area of G-9 sector.

While people are pleased with the state-of-the-art facility, familiar concerns are also being voiced about whether these high standards can be sustained in the long run.

Visitors have clear reasons for their enthusiasm, as the centre provides over 60 services, including passport, Nadra, domicile, apostille (Foreign Office services such as verification of educational documents), marriage, birth and death certificates, police services, CDA and MCI services, as well as various utility-related services.

The majority of service providers are physically available at dedicated counters, while some departments, including SNGPL and Iesco, are offering digital services through designated screens.

However, visitors also expressed apprehension about continuity, noting that in the past many departments started with efficient service delivery but saw a decline over time.

The federal government, through the Ministry of Information Technology and Telecommunication, with the support of Azerbaijan, has set up the PAKC in the erstwhile Pakistan Public Works Department building in Sector G-9. The centre is a replica of Azerbaijan’s “ASAN Xidmt”.

Baku financed the PAKC, which has been established in one of the building’s blocks renovated and overhauled by the Capital Development Authority (CDA).

The National Information Technology Board (NITB), a subsidiary of the Ministry of Information Technology, is operating the centre daily from 8am to 8pm.

Upon entering the building, visitors are greeted by well-trained and courteous staff, creating a positive first impression. Reception staff guide citizens with a welcoming attitude, while volunteers are available across all four floors to assist people in resolving their issues.

“We have over 60 services in this building, and the feedback from people is very encouraging. We have a proper system of checks, balances and monitoring to ensure quality service delivery,” said PAKC Director Muhammad Naeem Ibrahim.

He said footfall has been increasing steadily.

“This centre was opened just last week, and footfall is rising day by day. We are now receiving around 700 visitors daily. Services are being provided through a more convenient, friendly and less time-consuming system,” he said, adding that more services would be introduced in the coming days.

In addition to other facilities, the PAKC offers two unique services, a daycare centre for visitors’ children under the supervision of a trained maid and a well-decorated marriage hall where couples and their families can wait comfortably while documents are processed.

Dr Manzoor Ahmad, former Pakistan ambassador to the WTO and FOA’s representative to the UN, while availing a digital service, told Dawn that he was satisfied so far but cautioned that maintaining service standards would require utmost care.

“I feel very happy here. This centre is offering very good services,” said Nasir Butt, a citizen who visited the centre for passport renewal.

Another visitor, Mohammad Israr, said he had seen similar facilities in developed countries. “I am surprised and happy to see such good services here,” he said.

Tariq Chohan, another citizen, said it was too early to make a definitive judgment as the centre was new. “At the moment this facility is excellent, but the government must ensure the same level of service in the future. Continuity matters,” he said, recalling past initiatives that started strongly but lost momentum over time.

Visitors Dawn spoke to described the centre as a valuable addition to effective public institutions such as Nadra, the Motorway Police and the Rawalpindi Institute of Cardiology (RIC).

They expressed hope that service standards would not decline and appreciated Prime Minister Shehbaz Sharif for launching the facility in Islamabad, saying that maintaining quality service would be the real test for the concerned departments.

Published in Dawn, January 26th, 2026