In a major step towards digital public facilitation, the National Database and Registration Authority (NADRA) has launched a new “e-Katchery” initiative, enabling citizens to have their complaints addressed directly from the comfort of their homes.

According to a NADRA spokesperson, the initiative aims to enhance public convenience and transparency by offering a direct online platform for citizens to interact with senior officials and raise their concerns without visiting regional offices.

Through the e-Katchery, citizens can report issues related to national identity card processing, registration delays, verification problems, and other NADRA services.

Complaints will either be resolved in real time during the live sessions or referred to relevant departments for immediate action.

Chairman NADRA, Muhammad Khalid Latif, said that the initiative is part of the authority’s broader digital transformation agenda, which focuses on citizen facilitation, accountability, and faster service delivery.

He noted that these online forums will be conducted regularly, with complaints being resolved in real time or referred to the relevant departments for immediate follow-up.

Through the e-Katchery, people can participate using NADRA’s social media platforms, official website, or call-in numbers.

The system is integrated with the authority’s Centralised Complaint Management System (CCMS) to ensure proper tracking and timely resolution of public concerns.

The e-Katchery builds on NADRA’s recent steps toward digitisation, including the Pak-ID mobile application, online appointment scheduling, and a 24/7 helpline for domestic and overseas Pakistanis.

Officials believe the initiative will strengthen public trust, improve transparency, and mark another milestone in NADRA’s journey toward e-governance and digital service delivery in Pakistan.