TQM TQM

o Anniyat HasnainAnniyat Hasnain

o Rabia InamRabia Inam

o Sidra MaqsoodSidra Maqsood

o Rabia ZamanRabia Zaman

IntroductionIntroduction

• The National Database & Registration Authority (NADRA) is functioning under the NADRA Ordinance 2000 ratified by the Parliament.

• NADRA is placed under the Ministry of Interior, but enjoys full autonomy in all aspects of finance & management as given in the NADRA Ordinance.

• It is a self reliant organisation having no government funding.

NADRA

Thirteen Thousand Employees

374 Registration Centres; 10

Overseas

201 Mobile Vans; 199

Semi-Mobile Units

Two data-centres 150 miles apart

1,000 servers and

8,000 computers

115 Million Identities

Issued

81 Million Identity

Cards Issued

92 Million Facial

Images

235 Million Fingerprints

ProfileProfile

Key FactorsKey Factors

Planning

Designing InformationSystem

CapacityBuilding

Implementation

CNIC

QualityService

Vision

A Catalyst for Change A Catalyst for Change

NADRA is the most modern organization which will provide base

for the better governance of Pakistan and will also prove as a

model organization for Public Sector of Pakistan.

StructureStructure

Chairman

RHQ’s DirectoratesPrinting Facility

Board of Governors

NSRC’s DRO’s SSRC’s

MVR’s SDRO’s

National Dataware House

Identity Cards for Overseas Pakistanis

4 Million

Identity Cards for Overseas Pakistanis

4 Million

National Identity Cards

81 Million

National Identity Cards

81 Million

Pakistan Origin Cards100,000

Pakistan Origin Cards100,000

(c) 2010, Government of Pakistan

IDs for Citizens with Special Needs

67,000

IDs for Citizens with Special Needs

67,000

Drivers Licenses 600,000

Drivers Licenses 600,000

Social Support Cards400,000

Social Support Cards400,000

ProductsProducts

(c) 2010, Government of Pakistan

Pakistan Passports10 Million

Pakistan Passports10 Million

Kenyan Passports200,000

Kenyan Passports200,000

Cont’dCont’d

(c) 2010, Government of Pakistan

Family Registration Certificates

Family Registration Certificates

Children Registration Certificates

Children Registration Certificates

Birth and Death Certificates

Birth and Death Certificates

Cont’dCont’d

International RecognitionInternational Recognition

• NADRA ranked among Top 50 Technology Companies of the World for 2 consecutive years (2007 and 2008) as the system Integrator in the field of homeland security and e-Passport solution.

• This was announced by one of the leading magazines ‘ID World.

AchievementsAchievements

NADRA was honored with the “Outstanding Achievement Award” at CARDEX Middle East in Cairo, Egypt in May, 2007. 

NADRA has been awarded The Merit Exporter Award by Federation of Pakistan Chambers of Commerce & Industry (FPCCI) in 2006.

NADRA has successfully achieved Capability Maturity Model Integration (CMMI) from Software Engineering Institute (SEI) Carnegie Melon, USA. Certification was assessed on Technology, Quality Management and Project Management divisions. 

NADRA Quality Management and CNIC Production departments are also ISO 9001:2000 Certified. 

Deputy Chairman NADRA, Mr. Tariq Malik was awarded ID Outstanding Achievement Award on November 3, 2009 in Milan at an exclusive ceremony during the eighths ID WORLD International Congress.

In context with NadraIn context with Nadra

• Islamabad, National Data Base and Registration Authority (NADRA) has achieved ISO 9001:2008 Certificate for quality management by world recognized UK Accreditation Services (UKAS) and certified by DAS Pakistan.

The audit was conducted by internationally accredited body Direct Assessment Services (DAS), on October 15 and the auditors appreciated the system processes and commented positively on the continual improvement and expansion of Quality initiatives taken by the department.

The audit was conducted to assess Quality Management functions of all Solutions, Processes, Products and Services of NADRA, operating at International Standards with qualified professional teams.

NADRA has already achieved CMMI Maturity Level II certification by Carnegie Mellon USA and is working towards achieving level III by mid of 2011. NADRA also has the pride to benefit from ISMS (ISO 27001) and ISO 9001:2008 certifications for other directorates.

Quality AchievementsQuality Achievements(2008-09)(2008-09)

CMMI (Capability Maturity Model Integration) Level II certification (by Carnegie Mellon USA)

ISO 9001:2008 Certification for SQM Deptt

ISO 9001:2008 certification for NRCs

Initiation of ISO 9001:2008 for PHQs (Provincial Headquarter)

ISMS (Integrated Software Management Systems) Initiative for CNIC Production.

Quality Quality AssuranceAssurance

• Quality assurance and control is a key to success in today’s ever changing competitive IT environment. NADRA being the leader has developed strong QA processes in every department namely technology & development, projects, production, procurement.

• NADRA holds following certifications: BS EN ISO 9001:2000 – Secured Document Production ISO 9001:2000 – QA of Software Solutions CMMI Level II – Software Development

Quality Assurance standards implemented at NADRA are based on ISO, IEEE and CMMI guidelines. It helps the organization in reducing cycle times for product completion and delivery, giving the customers a relative advantage over other competitors.

NADRA uses state-of-the-art testing analysis tools & techniques for the testing and documentation of the software solutions.

The mission of QA is to enhance the quality of solutions & services with less Total Cost of Ownership (TCO) and higher customer satisfaction.

Cont’dCont’d

ToolsTools

SQM DepartmentSQM Department

Major Activities:

Plan the quality assurance and testing activities based on the business plan and/or project requirements for every new project at NADRA.

System and Integration Testing for Sudan CRS, Nigeria NSIS, IBMS and other multiple projects.

ISMS for CNIC Production

Quality Check and Verification of all equipments and other purchases of NADRA.

Develop various quality standards, embark on achieving CMMI Level III Certificate for NADRA , Identify and develop training opportunities for the SQM resources mainly in test automation, CMMI, ISO, QC and soft skill areas.

Items Produced for Inspection 784

Items Inspected 784

Quantity Inspected 298938

Quantity Passed 259970

Quantity Rejected 38968

Grand Total Cost 83,279,755

QC Progress ReportQC Progress Report

Quality ProcessQuality Process

Nadra assures quality by the following processes:

Unit testing Integration testing End to end functionality testing Usability testing System testing Performance testing Load testing & stress testing

Quality in customer servicesQuality in customer services

CRMCRM

In a registration process communication with the citizens is inevitable.

In order to provide better and quality services of international recognition and to bridge the gap between citizens and organization NADRA has established three distributed Contact Centers in Islamabad, Lahore and Karachi with centralized control.

They are providing a one-window facility for any customer irrespective of geographical location.

The Contact Center with a vision to facilitate the general public is providing online services through its event-action driven Customer

Relationship Management (CRM) application.

Cont’dCont’d

Features:Features:

Three Contact Centers consists of 16 Seats each Centralized complaints logging and resolution Connected through state-of-the-art network Powerful reporting and statistical engines Real time monitoring of CSE and complaints Dynamic inter-site routing Interface with multiple departments and applications

Customer Relationship Management (CRM)Customer Relationship Management (CRM)

• Interactive Information

• Updated Status of Application From Application to Card Distribution

• Verification

• Privacy

Customer Care

Microsoft Excel Worksheet

Complaint ManagementComplaint Management SystemSystem

Complaint Management System logs and resolves the complaints received directly from applicants (visiting in person) or through applications, E-mail & Fax. A team is organized to respond to applicants and resolve queries by using CRM and CMS applications with a view to persuade concerned branches/people to expedite the complaint resolution. Complaints Centers in addition to resolving complaints also acting as information centers providing all information regarding NADRA's products.

Tackling the IssuesTackling the Issues

Moving Ahead GraduallyMoving Ahead Gradually Training SessionsTraining Sessions

– Workshops• Customer Relation Management• Positive Mental Attitude

– Documentation Training Motivation TechniquesMotivation Techniques Crafting StrategiesCrafting Strategies

– Situation Dependent– Correction Enforcement Systems

Customer Care is the focusCustomer Care is the focus– Angry Customers– Illiterate Customers

(c) 2010, Government of Pakistan

Reaching Out to EveryoneReaching Out to Everyone