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n October 9, the Police Khidmat Markaz in Liberty Market served 253 visitors in various public tasks. The most requested were general police verifications, with 87 files processed, followed closely by 84 character certificates. Out-of-district general police verifications accounted for 48 files, while out-of-district character certificates added 12 more. The office also handled 18 lost reports and processed 3 copies of FIR. Vehicle verifications were notably low, with just one car verified, and no bikes recorded.

This kind of crowds and hyper activity are the order of the day at the Markaz. But this might change for good, as the Punjab Information Technology Board launches a mobile app, called Maryam Ki Dastak, which affords the citizens access to 70-odd public services from the convenience of their homes.

While this initiative will keep the Khidmat Markaz from becoming overcrowded, it will save the public their time, as it connects government-approved facilitators directly with the citizens, ensuring timely delivery of services such as police verification, character certificate, and more.

Users can download the app, create their profile, select the service(s) they need, and schedule a visit with a facilitator who is bound to arrive at their chosen time and location. The facilitator will handle all the paperwork and submit the requests with the relevant government offices.

It is interesting to note that despite digitisation and a lot of services available online many people still prefer to visit the centres in person. Sadia Aiman is one such person. She says she doesn’t trust the online documentation process much. She was at the Khidmat Markaz in Liberty Market to apply for a character certificate and a driving licence. Such resistance to change highlights the challenges the government faces in promoting Dastak as a primary solution for accessing public services.

While the said Khidmat Markaz has a welcoming environment, with staff that’s ready to assist you, the reality is that there’s often no escaping the long queues and complicated processes. You end up making several trips to complete the paperwork alone. The app offers an alternative that can potentially save the public a lot of time and hassle; especially those who find it difficult to visit government offices in person.

Shah Rukh Khan, the Liberty Market ASP, believes that Maryam Ki Dastak “represents more than just convenience — it’s symbolic of a forward into the digital arena.”

Faisal Yousaf, the PITB chairman, seconds him, saying that the initiative is meant to “make government services accessible to everyone, particularly those who can’t visit government offices due to physical, financial or time constraints.”

The programme has the potential to bridge the digital divide for women in a country where only 28 percent women are said to be internet users (compared to 55 percent men).

For Saima, a housewife based in Gandhi Park, the app is already proving to be “a game-changer” (her words). “I needed birth certificate for my son’s school admission,” she tells TNS, “but with three children to care for, visiting the local union council office seemed like quite a task. This was when I was introduced to Dastak by a friend.” Next, she approached their facilitator and within days, the certificate had been delivered at their doorstep.

In addition to facilitating the citizens, Dastak has also created new job opportunities for the young. Over 5,000 people are said to have been employed as facilitators. They don’t just have a steady income but also a sense of purpose. Faheem, a facilitator based in Lahore, says he never imagined he “would earn a living by helping people access public services.

“With every completed task, I not only make some money but also feel like I’m making a difference in other’s lives,” he adds.

The facilitators earn an additional Rs 950 as commission per service they complete.

The services listed on Dastak app as well as website are varied. Citizens can request many things — from birth/ death certificates and FIR copies to motor vehicle transfer documents. They can acquire an international driving licence and pay property tax.

For women, especially those based in rural areas, this app is proving to be a lifeline. A mother of three from Sialkot recently shared a video on social media, praising the initiative for getting her driving licence renewed. “I didn’t have the time to wait in a queue at the licence office,” she says. “With [Maryam Ki] Dastak, I scheduled an appointment, and the facilitator came to my home to complete all the paperwork.”

The programme has the potential to bridge the digital divide for women in a country where only 28 percent women are said to be internet users (compared to 55 percent men). In this situation, accessing government services online could be challenging. But Dastak’s user-friendly interface allows even those with minimal technical knowhow to make online requests.

Since its official launch in June this year, Maryam Ki Dastak has grown rapidly. Initially offering 10 services in Lahore itself, Dastak has now expanded to include 70 services across Punjab. The programme has already been downloaded by over 150,000 citizens. The government plans to roll out the service to divisional headquarters by the end of the year.

Ahsan Malik is a media veteran interested in politics, consumer rights and entrepreneurship