• CFMP Evolution

    The Journey from CFM 1.0 - CFMP 4.0

  • Albania and Romania

    adopt Pakistan’s CFMP

    governance model

What is CFMP?

Citizen Feedback Monitoring Program

An initiative of the Government of Punjab and the Punjab Information Technology Board (PITB), the Citizen Feedback Monitoring Program (CFMP) is a feedback gathering mechanism that seeks feedback from citizens who utilize public services (driving license issuance, property registration etc.). The collected feedback is then analysed with the intent of identifying problem areas and assisting relevant officials in taking evidence based corrective measures.

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Departments Monitored


  • Rescue 15
  • Dolphin Squad
  • FIRs (Property theft under 15)
  • Character Certificate
  • Driving License


  • Emergency (DHQs / THQs)
  • Rural Health Centers (RHCs)
  • Health Parchi (DHQs / THQs)
  • Indoor Parchi
  • Outdoor Parchi
  • Emergency Parchi


  • Property Registration
  • Fard
  • Intiqal
  • Domicile

Lahore High Court

  • Copy Branch
  • Urgent Cell


  • Rescue 1122


  • Building Plans Approval
  • Transfer Request
  • Completion Certificate


  • Flood Relief & NWA IDPs


  • Town Planning
  • Estate & Land Management


  • Bardana Distribution & Wheat Procurement

Punjab WiFi

  • Punjab WiFi

CFMP Process

News & Updates


The Key Issues: Robocalls

When you reach out to the public, whoever your audience maybe, whichever avenue you use, public or private, the much feared monster, more commonly known as marketing becomes an integral part of your reality, whether you choose to deny it or not being a completely different matter. The Citizen Feedback Model (CFM) reaches out to […] [...]

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Team Members

Azfar Rehman holds over 25 years of diverse experience in both public and private sectors. He is passionate about improving public service delivery and creating an impact on the lives of common citizens. Azfar holds Bachelors and Masters degrees in Engineering & Computer Sciences from MIT, USA and an MBA from LUMS. Having started his professional journey by teaching at MIT, he went on to work at various multinationals. In Pakistan he was the founding member and CEO of two startup companies. He went on to join the Civil Service of Pakistan and is now part of Pakistan Administrative Service.

Azfar Manzoor
Chairman, PITB

A veteran of IT having more the 17 years of experience, Faisal Yousaf is driving major IT initiatives as Director General (IT Operations) in Punjab Information Technology Board. After completing his formal education in Computer Sciences, he began his career with Netsol. Later, he joined Punjab Government services as Project Director and also had the opportunity of being the CTO of Chief Minister Secretariat Punjab. A keen strategist, planner and executer, Faisal has tremendously helped the industry flourish in Punjab through his devoted and skillful management. His current portfolio focuses on Digital Payments, Smart Cities, Automation, Law & Order etc.

Faisal Yousaf
Director General (IT Operations)

Mr. Hasnain Iqbal comes to Public Sector armed with over 16 years of functionally diverse experience with global private sector organizations like Shell Oil and Schneider Electric. His academic qualifications include an MBA from Pakistan and an MA from Warwick Business School, UK. As the Program Director of CFMP, the flagship governance improvement initiative of Punjab Government, Mr. Iqbal strives to utilize citizen feedback to improve service delivery across Punjab.

Hasnain Iqbal
Director (EGS)

An alumnus of the University of Central Punjab, Farhan is a true veteran in the field with over nine years of experience. He is currently utilizing his experience for the benefit of CFMP as its Senior Programme Manager

Farhan Ali
Senior Programme Manager

Mamoon has a strong academic background with two master degrees; an MBA from University of the Punjab and a Masters in Comparative Local Development on Erasmus Mundus Scholarship in Europe. Before joining PITB two years ago, he accumulated more than 6 years of experience in the development sector.

Mamoon Ahmed
Programme Manager

Armed with a Computer Science degree from Punjab University’s College of Information Technology, Hasan has served the field for eight years and is currently the Principal Software Engineer at CFMP.

Hasan Marjaan
Principal Software Engineer

Armed with a BSc (Hons) degree in Applied Accounting from the Oxford Brookes University, UK, Faizan joined PITB four years ago. As a Program Officer for CFMP, is one of the people responsible for liaising with different public and private entities on behalf of PITB to ensure smooth operations for the program.

Faizan Farooq
Programme Officer

A graduate of the Lahore School of Economics, Sana joined CFMP as one of its earliest team members and has loyally stood by the program since; initially as the Project Coordinator and later as a Program Officer. All internal and external coordination concerning the program is Sana’s domain

Sana Zaheer
Programme Officer

Wasif has an M.B.A in Finance & Marketing from the Lahore School of Economics and a diverse experience of more than 8 years in customer services, operations support and corporate accounting. After having worked in large corporations like Mobilink and Paktel, Wsif has stepped into the public sector as CFMP’s Data Analyst.

Waif Nabeel Qureshi
Data Analyst

With a Master’s degree in Computer Science from the University of Central Punjab and eight years of experience in the field, Muhammad Azeem is the Principle Software Quality Engineer for CFMP.

Muhammad Azeem
Software Quality Engineer

A graduate of the Virtual University of Pakistan, Ahsan has established himself as a Software Engineer at CFMP.

Ahsan Nadeem
Software Engineer

An alumnus of Punjab University’s College of Information Technology, Amir is now working as a Software Engineer for CFMP.

Amir Khalid
Software Engineer

A young IT graduate, Wajeeha joined the field only two years ago and has already established herself as a skilled Software Engineer at CFMP.

Wajeeha Zafar
Software Engineer

A graduate from the University of Central Punjab, Shahzad has been in the field for the past eight years and is currently the Sr. UI/UX Designer at CFMP.

Shahzad Hanif
Sr. UI/UX Developer

With a BFA and an MFA in Graphic Design, Maria has over six years of diverse experience in the field of design. This artist with magical fingers is responsible for all the graphics work at CFMP

Maria Amjad
Graphic Designer

CFMP in News