Farhan Qureshi 
In another step toward the expansion of technology-based public service delivery, Azad Jammu and Kashmir (AJK) Prime Minister Iftikhar Gillani has directed the Information Technology Board to expedite the operationalisation of the official AJK digital governance portal. The proposed platform is aimed at facilitating citizens’ access to government services online and minimising the need for multiple visits to government offices.
Online Services To Slash Physical Visits To Government Offices
The main aim of the digital governance program is to reduce the dependence on physical government offices for day to day services. Once the relevant services are integrated into the portal, citizens could potentially complete eligible procedures from home, reducing administrative journeys and the paperwork traditionally associated with public-sector applications.
This change is especially relevant for people in remote and mountainous parts of AJK where it can take more time and money to travel to administrative centers. Digital access could also offer an alternative route for citizens to contact government departments, and allow physical offices to redirect funds to services that still require face-to-face handling.
Digital Drive Includes Land Records, One-Window Services
The digital portal is being developed as part of a number of initiatives to modernise public administration in AJK. These include computerisation of land records, a one-window public service system and a mechanism for registering, monitoring and resolving public complaints.
Digitising land records would reduce the reliance on paper files and make information relating to land easier to manage and retrieve. Better organised digital records can also boost administrative efficiency by reducing the need for citizens and officials to travel to multiple offices when dealing with property-related matters.
Punjab It Board Expertise To Support AJK Digital Transformation
AJK is building its digital governance infrastructure by leveraging the technical expertise and institutional experience of Punjab Information Technology Board (PITB). Prime Minister Gillani asked the officials to take advantage of the experience of PITB to further strengthen the implementation of technology-based public services.
This collaboration is an opportunity to build on experience gained from digital public service projects in other parts of Pakistan. AJK may utilise established technical knowledge to improve systems, streamline implementation and build digital services around practical administrative needs.
Digital Push In AJK Part Of Broader Reform Plan
AJK Digital Portal is part of the broader 100 days reform agenda of the Information Technology Department. The program is intended to enhance IT infrastructure and to take public service delivery closer to modern technological standards, in support of wider administrative reforms.
The reform agenda has been associated with efforts to improve public services and fix day-to-day administrative problems. Prime Minister Gillani has also directed the bureaucracy to undertake practical reforms that can bring about visible improvements in health, education, infrastructure and job opportunities.
Digital Governance Can Enhance Transparency And Administrative Efficiency
The AJK government has identified transparency and speed of administration as the key objectives of digital transformation. Digital systems can also enable tracking of applications and complaints progress. When processes are recorded electronically, departments may be able to monitor pending cases, identify delays and improve coordination between the different offices involved in the delivery of a particular service.
The drive for digital governance is being developed in parallel with IT Excellence Centres, which are meant to expand technology training and digital skills. The move is particularly important for the youth as AJK seeks to promote participation in the fast-growing digital economy.
Digital governance and digital skills can be mutually reinforcing. Citizens who are confident users of digital platforms are required for better online public services, while stronger technology skills can create a workforce able to support government systems, private-sector businesses and emerging technology industries.
Global Access Could Strengthen Ties With AJK Diaspora
The planned global availability of government services is of particular significance for the AJK diaspora. Citizens living abroad may face practical challenges in terms of administrative procedures that require them to be physically present or have to deal with several government departments in Pakistan.
An online portal can be a one-stop shop for eligible services and reduce the administrative distance between overseas citizens and AJK institutions. Such a system could be useful for documentation, applications, complaints and other services that can be safely done through digital channels.
Digital Public Services Need Good Infrastructure And Security
The expansion of online government services in AJK will require robust digital infrastructure across AJK. In mountainous and remote areas, connectivity is especially important as disparities in internet access may influence citizens’ capacity to use online services on a regular basis.
So digital inclusion will continue to be a key feature of the transition. Online services can help reduce barriers for many citizens, but effective implementation also depends on accessible platforms, clear instructions, support mechanisms and alternative channels for those who face constraints in connectivity or digital proficiency.
AJK’s Digital Governance Drive Moves Toward Practical Reforms
The expedited launch of the AJK Digital Portal puts digital service delivery at the heart of the current administrative reform efforts in the region. AJK wants to bring eligible government services online to reduce paperwork, unnecessary trips to offices, and to make public administration more accessible to residents and the global diaspora.
The larger program, encompassing land-record computerisation, one-window services, complaint management and technology training, shows the digital push is not limited to one online portal. The combination of service delivery, administrative records and digital skills can create a wider basis for technology-enabled governance across AJK.
