08/03/2024
Topic: The Culture of Not Attending Calls in Pakistan: A Symptom of Poor Governance and Communication
Communication is the lifeblood of any organization, especially in the public sector, where it is essential to provide accurate and timely information, as well as avenues for dialogue and feedback, to the citizens. However, in Pakistan, there is a widespread culture of not attending calls and putting them perpetually on hold, especially in the majority of government institutions. This practice reflects a lack of transparency, accountability, and responsiveness in the public administration, and erodes the trust and confidence of the people in the government.
According to a report by the OECD, public communication plays a critical role in supporting more open and inclusive governance mechanisms, and can help strengthen democracy in a context where digital transformation and novel and emerging challenges to information ecosystems are creating new imperatives for better dialogue with citizens. Still, in Pakistan, the public communication function is often neglected, under-resourced, or misused for propaganda purposes, rather than as an instrument of policy making and good governance.
This culture has several adverse effects on the country, both at the individual and the institutional level. For the citizens, it means frustration, inconvenience, and dissatisfaction with the public services and policies. It also creates a sense of alienation and disempowerment, as they feel that their voices and concerns are not heard or valued by the government. For the government, it means a loss of credibility, legitimacy, and reputation, as well as a waste of resources and opportunities.
A recent incident illustrates the extent of this problem and its impact on the citizens. I tried to call the Pakistan Medical and Dental Council (PMDC) to inquire about the granting of provisional licenses to freshly graduated doctors.
I was first in line, but after hearing chimes for five minutes, the call was disconnected. I felt frustrated and disappointed, as this was not the first time that the PMDC failed to answer the calls. I wondered why the PMDC, which is supposed to regulate the medical profession and ensure its quality and standards, was so unresponsive and unaccountable to the public. I also questioned the role and responsibility of the government in overseeing and improving the performance of the PMDC and other public institutions.
Such culture needs to be changed urgently, as it is a symptom of poor governance and communication. The government should recognize the importance and potential of public communication as a pillar of a more open government that safeguards democracy and places citizens at the heart of policies and services. It should also invest in improving the capacity, skills, and infrastructure of the public communication function, and ensure that it is aligned with the principles of transparency, integrity, accountability, and stakeholder participation. The government should also adopt a more strategic and two-way approach to communication, that enables a genuine engagement and dialogue with the citizens, and responds to their needs and expectations.
This culture in Pakistan is not only a matter of etiquette, but also a matter of governance and communication. It is time for the government to break this culture, and to embrace a more open and responsive way of communicating with the citizens. This will not only improve the quality and impact of the public policies and services, but also restore the trust and confidence of the people in the government.
