Lahore Development Authority is performing its multi-dimensioned functions for the betterment of general public and development of the Lahore City. In this regard One Window Cell was launched in November, 1999. This Cell has been working quite satisfactionary, till the establishment of a new One Window Cell. And this LDA embarked upon a revolutionary era of a fully-automated operation and scheme of handling petitions/complaints.
On 6th September, 2010 newly constructed state-of-the-art, fully-automated One Window Cell is established in the premises of Lahore Development Authority, Johar Town complex, Lahore. In the best public interest, the capacity of officers/officials desk and public service counters are increased. The centrally air-condition hall has the capacity to accommodate more than hundred people. One Window Operation Cell has emerged as a trend-setter at LDA and winds of change have been blowing since September, 2010.
The main objectives of One Window Cell are given below:
i) To give the prompt and efficient service delivery to the public at one place
ii) To streamline public interaction with LDA office
iii) To reduce opportunities of fraud and corruption
iv) To redress the grievances of owners/applicants before/on given time frame
v) To reduce inconvenience and friction experienced by common people which moving the petitions
vi) To introduce a continuous and easy mechanism of monitoring, evaluation and supervision of officers/officials
vii) To provide speedy remedy to the applicants/owners
The cases of general public are received at the receiving counter of One Window Cell and sent to the concerned formations of the Authority for their prompt disposal within the stipulated period given to the general public. In this way public is facilitated within same premises at a single counter also known as One Window Cell. Consolidated reports are then prepared and sent regularly to the concerned formations for necessary action and also submitted to Director General, LDA for information, on daily basis.
The information/Front desk provides information and assistance to the general public with respect to required documentation regarding submission or disposal of their complaints/applications.
Queue Management/Token Management System is installed at One Window Cell to facilitate the common petitioner. Two representatives of One Window Cell are available for the guidance of public with the token machine. The petitioner can file their application along-with prerequisite supporting documents and attested copy of National Identity Card on the counter of One Window Cell; recipient of the application is issued a receipt in which due date for disposal is duly mentioned.
The replies to the petitioners in all such cases are delivered from the disposal counter before/on due date. In case of any objections raised in the case, an interim reply should be delivered to the applicant. If replies are not collected by the petitioner/applicant on the due date, they are kept for 30-days, thereafter, the same are dispatched on the given addresses to the petitioner by post.
LDA has also established a fully automated and state of the art call center with well-equipped and trained agents capable to manage complex situations. The potential of Call Center is to deal with up-to 2000 calls in 8 hours shift, by 10 agents. For quality ensurance, all calls are recorded and monitored on daily basis. The objective of call center is to provide 100% customer satisfaction, which is again a novel idea in public sector service delivery.
INCHARGE : Director One Window Cell
TELEPHONE: (092) 042-99262425
POSTAL ADDRESS : 467 Block D/2 M.A Johar Town ,Lahore, Pakistan.