Peshawar: Khyber Pakhtunkhwa Chief Secretary Shahab Ali Shah on Wednesday said service delivery across the province had improved to 84 percent under the Good Governance Roadmap, with the target of raising it to 92 percent before the next review.
Addressing the 10th District Service Delivery Conference (DSDC-10), he said performance of field officers would be linked with their postings and transfers, while officers demonstrating better service delivery would be given preference in future assignments.
The CS said sustained engagement with citizens, timely redressal of complaints and responsiveness to public feedback were essential for improving trust in government institutions.
He directed field formations to maintain close contact with the public and focus on measurable improvements in service delivery.
The conference reviewed performance of various departments and district administrations against prescribed service delivery standards, covering educational institutions, colleges, health facilities, agriculture service centres, livestock facilities and municipal services.
According to the data presented at the meeting, 10 monitoring rounds conducted from July 2025 to August 2026 showed continued improvement across districts and departments.
Eight of the nine departments monitored under the framework had achieved more than 70 percent performance, with most exceeding 90 percent.
Tourism facilities recorded 99 percent performance, improving by 38 percentage points from the first round, while agriculture farm service centres reached 98 percent after a 45-point improvement.
Civil veterinary hospitals achieved 95 percent, reflecting a 50-point increase, while local government facilities rose by 43 points to 80 percent.
Revenue and State service delivery centres and tehsil offices, monitored since the sixth round, reached 91 percent, while Social Welfare facilities such as Dar-ul-Amans achieved 89 percent.
Among specific facilities, cattle markets improved by 77 points to 96 percent, general bus stands by 67 points to 95 percent, while tourists’ washrooms achieved 100 percent, marking a 42-point improvement from the baseline.
The meeting was also informed that six high-volume districts-Swabi, Upper Dir, Shangla, Buner, Charsadda and Malakand-had reached 97 percent or above, recording improvements of 55 to 66 percentage points over the first round. Among divisional headquarters, Bannu stood at 97 percent and Dera Ismail Khan at 96 percent.
The merged districts also showed improvement, with Khyber reaching 82 percent and Mohmand registering a 51-point increase to reach 81 percent.
The conference reviewed the performance of 147 outsourced government schools. Visits by deputy commissioners and Education Monitoring Assistants confirmed a 137 percent increase in enrolment following outsourcing, while daily student attendance also remained high.
Officials informed the meeting that District Nerve Centres providing real-time information to the provincial live dashboard had been established in all 37 districts.
A comprehensive toolkit covering 19 core responsibilities of deputy commissioners had also been activated on the Integrated Planning and Monitoring System (IPMS).
The live monitoring dashboard integrates department-wise data, service delivery indicators and photographic and geotagged information to facilitate real-time monitoring.
Under the District Beautification and Innovative Initiatives Programme, 79 beautification and 42 innovative projects had been shortlisted across all 37 districts by July 2026. Of these, 94.6 percent of beautification projects and 91.8 percent of innovative projects had been completed.
The meeting was informed that more than half of the rollout process had been completed for replicating initiatives launched in seven districts across all 37 districts by the end of September.
These included Charsadda’s communicable disease prevention programme, Dera Ismail Khan’s community flagpole flood warning system and Battagram’s Umeed-e-Sehat telemedicine project.
The forum also approved 103 additional beautification and innovative projects for the next phase through December 2026, requiring each district to complete at least one project.
Progress on underground and rainwater conservation initiatives and further outsourcing of public services was also reviewed.
The conference decided to formally rank districts on the basis of service delivery performance to promote healthy competition and strengthen accountability.
The CS said the Good Governance Roadmap and District Service Delivery Framework were key pillars for improving governance and accelerating development in the province.
He directed authorities to bring remote and underserved districts up to the standard of other districts and said law and order challenges should not be used as a reason to delay provision of basic public services.
Senior Member Board of Revenue, Additional Chief Secretary (General) and secretaries of administrative departments attended the conference, while commissioners and deputy commissioners participated through video link.