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Monthly Archive January 2016

Restructuring PEC

I had written this to the current PEC governing body members with my proposal on improving service quality and customer relations for Pakistan Engineering Council (PEC).

 

1. Change of Organisational Behaviour

As we have a new leadership in place, which I can feel is very active and trying to reform the institute. Along the process I will suggest to convert the current bureaucratic or typical Govt entity attitude to a public service institute with equal focus on customer care along with the implementation of regulatory framework.

At PEC, We need to define and train the PEC staff on its organisational Mission, Vision & Core Values as the Governing Board may agree on. Without putting everyone in the institute on same road to PEC’s Mission, Vision and professing the Core values, neither we are gonna change the working culture at PEC and nor we gonna help the public at large effectively. We will end up with day-to-day business and that’s all.

I have written a detailed email to another organisation in this subject and i can forward that to you if desired.

 

2. Segregating Customer & Regulatory Compliance Sections

By a simple & plain look at functions of PEC one can easily group it into 2 categories: 1) – Customer Services 2) Regulatory Enforcements

I am very hopeful that you will agree on these 2 groups of key functions of PEC and you will further also agree that a common organisation business style can not effectively address the both groups.

I recommend a serious discussion to fine tune the two groups and execute the functions of the two major groups accordingly. For the convenience, I try to list down a few of these :

1)- Customer Services
— Registration of Companies (Consultants/Contractors)
— Registration of Engineers ( Registered/Supervisory Engrs)
— Conduct of Engineering Practice Exam
— etc
2)- Regulatory Compliances
— Compliance to the Curriculum by institutes
— Accreditation of Engineering programs
— Compliance to Design codes by consultants
— Compliance to the worksite safety requirements
— etc

These are just for example to clear my point on distinction b/n two groups. However we can make a complete list to identify and segregate the areas.

Segregation of the two groups will help out further on training requirements and nature of training for both. Even future recruitments and qualifications/Backgrounds of recruits.

 

3. Communications

1 of the Key improvements required ASAP at PEC is its communication capacity to the customers. I will put aside my personal experience on communicating PEC and will move for recommendation.

it’s unfortunate the PEC officers never or very rare are approachable at the email address given at PEC website. Instead of giving access to every officer, i will suggest to separate a group of few dedicated communication officers, well trained on affairs and requirements of various customer services so they can be approachable and responsive at dedicated Telephone, Email & now in social Media Facebook/Twitter.

I understand the PEC offered contact numbers and email address of the officers. However, either these officers are non-responsive or the response rate is too low against the incoming traffic. I will appreciate if an audit of calls/emails received/responded is conducted and PEC’s response rate is assessed and be included in annual PEC performance report.

I will propose that the Governing body consider to have a dedicated communication team for its customer to deliver them a satisfactory service and relieve other officers to attend public queries, unless a specialized query require their attendance.

Unfortunately, Customers (Engrs, Consultants, Contractors) have absolutely no other place to go for the services except PEC and if the officers at PEC keep their mindset that finally these customers in any case have to approach same officers for the service, so they will keep taking advantage of being the only service centre and this called “Govt Monopoly”.

Governing body may also consider to outsource customer service to offer a competitive service provision or can consider rewards/punishments of its own service provision teams based on annual performance assessment.

Secret No More

With the enactment of Punjab Transparency and Right to Information Act 2013, all the provinces have put in legislative mechanisms whereby citizens can have access to information held by public bodies. While Sindh Freedom of Information Act 2006 and Balochistan Freedom of Information Act 2005 did not generate any debate in the media as these were exact replicas of largely redundant and ineffective Freedom of Information Ordinance 2002, Khyber Pakhtunkhwa and Punjab right to information laws have given rise to healthy debate in print and social media as to which of the two is better law.Read More