The Punjab Information Technology Board’s Citizen Contact Center will operate and manage the Counter Narcotics Force’s helpline services under a newly signed contract, a partnership designed to broaden citizen access and deliver faster, technology-driven public support. The collaboration aims to empower citizens, streamline response processes, and improve overall service quality through trained helpline agents and established operational procedures.
Under the agreement, PITB’s Citizen Contact Center (CCC) will assume responsibility for CNF’s helpline operations, bringing technical infrastructure and contact-center expertise to the force’s public-facing support channels. The partnership is intended to enhance accessibility to CNF services and ensure citizens receive timely, consistent assistance.
A comprehensive training session for CNF helpline agents was held at the CNF Head Office and led by Deputy Director General Lieutenant Colonel Sarfraz Khan. The session brought together CNF agents and PITB-CCC staff to align processes and prepare the helpline team for day-to-day operations under the new arrangement.
PITB-CCC participants included Qurrat-Ul-Ain, Manager QA & ST; Muhammad Yasin, Principal Software Engineer; Mubeen Aslam, Senior Programme Officer; Usman Sultan, Senior Programme Officer; and Saif Khan, Business Development Officer. Their involvement focused on transferring technical know-how and operational best practices to CNF personnel.
Training emphasized strengthening communication and problem-solving skills, promoting professionalism, and ensuring empathetic and accurate handling of citizen queries. The program prioritized timely and effective responses as central to building public trust and delivering citizen-centric services.
Officials said the initiative will leverage technology-enabled contact-center capabilities to provide seamless public service, improve response times, and increase the CNF helpline’s capacity to address citizen needs efficiently.
