TQM
o Anniyat Hasnain
o Rabia Inam
o Sidra Maqsood
o Rabia Zaman
Introduction
• 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.
Profile
Thirteen
Thousand
Employees
374
235 Million Registration
Fingerprints Centres; 10
Overseas
201 Mobile
92 Million
Vans; 199
Facial
Semi-Mobile
Images
Units
NADRA
81 Million Two data-
Identity centres 150
Cards Issued miles apart
1,000
115 Million
servers and
Identities
8,000
Issued
computers
Key Factors
Designing Information
System
Planning
CNIC Capacity
Building
Quality
Service Implementation
Vision
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.
Structure
Chairman
Board of
Governors
Printing National
RHQ’s Directorates
Facility Dataware House
NSRC’s DRO’s SSRC’s
MVR’s SDRO’s
Products
National Identity Identity Cards for
Drivers Licenses
Cards Overseas Pakistanis
600,000
81 Million 4 Million
IDs for Citizens with
Pakistan Origin Cards Social Support Cards
Special Needs
100,000 400,000
67,000
(c) 2010, Government of Pakistan
Cont’d
Pakistan Passports Kenyan Passports
10 Million 200,000
(c) 2010, Government of Pakistan
Cont’d
Family Registration Children Registration Birth and Death
Certificates Certificates Certificates
(c) 2010, Government of Pakistan
International 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.
Achievements
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 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 Achievements
(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 Assurance
• 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
Cont’d
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.
Tools
SQM 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.
QC Progress Report
784
Items Produced for Inspection
Items Inspected 784
Quantity Inspected 298938
Quantity Passed 259970
Quantity Rejected 38968
Grand Total Cost 83,279,755
Quality 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 services
CRM
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’d
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)
• Interactive Information
• Updated Status of Application
From Application to Card Distribution
• Verification
• Privacy
Customer Care
Microsoft Excel
Worksheet
Complaint Management System
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 Issues
Moving Ahead Gradually
Training Sessions
– Workshops
• Customer Relation Management
• Positive Mental Attitude
– Documentation Training
Motivation Techniques
Crafting Strategies
– Situation Dependent
– Correction Enforcement Systems
Customer Care is the focus
– Angry Customers
– Illiterate Customers
Reaching Out to Everyone
(c) 2010, Government of Pakistan
