National Defence University PakistanLeadership & Change Management

March 24, 2014

Hina Habib

Muhammad karim

Lubna Khan

IntroductionNADRA is one of the leading System Integrators in the global identification sector and boasts extensive experience in designing, implementing and operating solutions for corporate and public sector clients.

National Database and Registration Authority (NADRA) is the largest IT Company in Pakistan and employs a highly skilled work force of 11,100 technical and management personnel. The company has maintained its position among the top fifty companies of the world in the field of secure document solution integration(by ID WORLD magazine) in 2005 and 2006. In 1973, in a parliamentary session, Bhutto stated in parliament to the people of Pakistan, "due to the absence of full statistical database of the people of this country, this country is operating in utter darkness. The government starts issuing the National Identity Card (NIC) numbers to its citizens and began performing government databases of the people in the government computers.

NADRA was established on 10 March 2000 by merging Directorate General of Registration Pakistan a department created under 1973 constitution with National Database Organization (NDO), an attached department under the Ministry of Interior, Government of Pakistan created for the 1998 cencus.

NADRA launched the Multi-Biometric National Identity Card project developed in conformance with international security documentation issuance practices in the year 2000. The program replaced the paper based Personal Identity System of Pakistan that had been in use since 1973.

Introduction

Mission Statement “To create and maintain a secure, authentic and dynamic database

that comprehensively covers the demographic, geographic, social and statistical aspects of the citizens of Pakistan and provide to our own and foreign governments effective homeland security solutions and assistance in good governance. We shall develop ourselves as a ‘Learning Organization’ in a culture that fosters creativity, innovation, commitment, dedication, continuous improvement and a desire to excel by its employees”.

Vision Statement• Become a World Class, leading Solution Provider in all areas of Homeland Security.• Develop Human Potential that is considered the best in the word.• Register all Pakistani Residents and Citizens by 2008.• Become a World Leader in Technology Development.• Develop System Integration excellence to implement and integrate proven, state-of-the-art technologies to achieve specific business objective.

Company way of working

Strategy of working with International, Local, corporate clients

Clients Projects

Ministry of Interior National Identity Card System

Directorate General of Immigration and Passports Multi-Biometric Card System

National Highway Authority e-Toll System

Benazir Income Support Program

1. MNA/MPA/Senator Forms Processing Project

2. Emergency Relief (ER) for IDPs Project

3. Smart Card Project

4. World Bank Scorecard Survey Project

Earthquake Reconstruction & Rehabilitation Authority ERRA

UNHCR Pakistan Registration of Afghan Refugees

Local clients

Clients Projects

Government of Sudan Civil Registration Project

Government of Kenya Passport Issuing System

Government of Bangladesh High Security Driver’s License

Government of Nigeria

Government of Sirilanka

National Identity Management System (NIMS)

ID card project

International Clients

C0rporate ClientsSector Companies

Telecom Mobilink, Ufone, Telenor…

Financial Institutions Barclays, Royal Bank of Scotland, Standard Chartered,Allied Bank,

Utility Bill Companies PTCL, IESCO, SNGPL, SSGPL…

Strategic Partners•Bureau of Policy Research and Development•Directorate General Civil Defense•Directorate General of Immigration and Passport•Directorate General Federal Investigation Agency•National Police Academy•National Police Foundation•National Database & Registration Authority•Civil Armed Forces•National Police Foundation•Narcotics Division

ProductsComputerized National Identity Card (CNIC)

CNIC (Computerized National Identity Card) is the core product of NADRA issued to a valid/legitimate citizen of Pakistan. It is a blend of state-of-the-art technology and well-defined business rules to guarantee its authenticity and validity. Every genuine, 18 Years and above, citizen of Pakistan is eligible for CNIC

National Identity Card for Overseas Pakistanis (NICOP)NICOP (National Identity Card for Overseas Pakistanis) is a registration document to be issued to a valid/legitimate citizen of Pakistan. Previously it was issued to overseas Pakistanis working/living/staying/studying abroad for consecutive time period of six months or possessing dual nationalities but now it can be issued to any citizen of Pakistan.

Smart National Identity CardNADRA introduced the Smart National Identity Card (SNIC), Pakistan's first national electronic identity card, in October 2012. Pakistan's SNIC contains a data chip and 36 security features. The SNIC complies with ICAO standard 9303 and ISO standard 7816-4. The SNIC can be used for offline and online identification, voting, pension disbursement, social and financial inclusion programs and other services. NADRA aims to replace all 89.5 million CNICs with SNICs by 2020.

Pakistan Origin Card (POC)The POC program endeavors to provide eligible foreigners with unprecedented incentives to get back to their roots, while ensuring that the motherland remains tightly integrated with expatriates worldwide which includesVisa-free entry into Pakistan.Indefinite stay in Pakistan.Exemption from foreigner registration requirements.Permission to purchase and sell property.Right to open and operate bank accounts.

Pakistan PassportsNADRA Multi-Biometric e-Passport solution uses overt and covert security features on the data page supported by most sophisticated technology and business logic which makes it one of the most modern passports of this era. NADRA has developed expertise in centralized and decentralized e-Passport solutions to incorporate any feature as per clients’ specifications including integration of 4K, 8K, 32K, 64K, 72K RFID chip, Ghost Images, and Latex Screen printing.

Child Registration Certificates (CRC)Child Registration Certificates is a registration document used to register minors under the age of 18 years. 

 Family Registration Certificates (FRC)Family Registration Certificates are documents issued to nationals of Pakistan highlighting the family tree structure of the applicant. 

1973

2010

2002

Family Registration Certificates

Children Registration Certificates

Birth and Death Certificates

PURPOSE OF THE CHANGE

Good GovernanceLaw enforcement and national securityEfficient social supportGood GovernanceTo make Islamic Republic of Pakistan a country where rule of law reigns supreme; where every Pakistani feels secure to lead a life in conformity with his religious beliefs, culture, heritage and customs; where a Pakistani from any group, sect or province respects the culture, tradition and faith of the other, where every foreign visitor feels welcome and secure.

Law Enforcement and National Security

NADRA help the Security forces to eliminate such types of threats.Islamabad Security Project Integrated Border Management SystemTerrorismKidnapingHigh security threats

Internal security holds pivotal place in national security policy of any country. Pakistan faces extensive internal threats and challenges to its physical and human security, which arise mainly out of intolerance, extremism, militancy and terrorism – both in the non -urban and urban areas. Criminal corruption and societal crimes further compound the problem. On the whole, these threats hamper prosperity of the people and progress of the state.

Efficient Social SupportBenazir Income Support ProgramNADRA and BISP registration offices have been setup in relief camps on the directives of the President and Prime Minister to register the deserving women for Rs.1000 monthly stipend.

Pakistan CardsThe National Database and Registration Authority (NADRA) has announced the start of its relief operation in order to issue Pakistan Cards (PCs) to flood and rain-hit families.

Change Managementthe main role of NADRA’s change management initiative was to achieve complete turnaround and transformation of a semi government organization into dynamic, customer-driven, technologically advanced self-reliant IT Company:

NADRA specializes in change management and business process re-engineering of public and private sector. The successful and seamless paradigm shift from “form based data acquisition” and “manual registration system” to “interactive data acquisition” (Citizen Registration Project of Pakistan) proves NADRA’s capability and urge to continuously improve its processes, systems and procedures. In addition, NADRA is the first government authority to introduce a paperless office environment by implementing work flow solutions.

Internal/External forcesInternal Forces

EmployeesOrganizational environmentMisuse of powerEmployees’ unions

External Forces•External environment•Government polices •Political instability•Latest technology•Proximity of centers•Growing population

CRITERIA FOR CHANGENADRA is one of the few companies in Pakistan that have succeeded in a revolutionary turnaround achieved primarily through cultural change. Following changes have shaped NADRA’s existing culture are as follows:-Planned ChangesChange in Business ModelIn-house competence developmentChange in Mission and Vision

Accidental Changes (National & International Business Expansion)

PTANGOs In PakistanProject with Nigerian governmentVerification of voters thumb prints after election 2013Mobile companies in PakistanCorporate with ISI, FIA, ANF ,CAA, PIA, AIRBLUE, Ministry of defense, HEC Pakistan

WAY OF CHANGE&PLANNING / STAGESChange was accomplished by changing the core culture of the

company, and by the courage and ability of its leaders. Change was achieved through:building the implementation plans; Planning, monitoring and controlling the software improvement practicesLeading the organization to achieve its goal by Strong Leadership.In-house Capability DevelopmentInnovationDealing with the personal day-to-day aspects of change:Management Control systems are kept very tightly integrated,Power Distance is kept high Entrepreneurial spiritOpen communication channels

ORGANISATION OF RESOURCES

Government of PakistanCorporate sectorInternal Business clientsExternal Business Client, asking for products that conform to international standards.

HURDLES

Initially the top change hurdles in NADRA were:Ineffective change sponsorship from senior leaders, as the members of the senior management was changing from time to time.Slight resistance to the change from employees, as they are not used to working in an process efficient environment:For the IT Professionals, there was a Lack of understanding of why the change is happening.In NADRA there was Long-tenured employees unwilling to support the change.Poor support and alignment with middle managementInitially there was a Lack of change management resources and planning especially before the implementation of CMMI, a model for process improvement i.e. there was the lack of a formal change management approach and the lack of change management knowledge within the team.

TIME LINE2000The National Database and Registration Authority (NADRA) was established in 2000 to undertake the demographic and geographic data of Pakistan and its citizens.

2005NADRA has been placed amongst the Top 50 e-Passport Technology Suppliers for 5 consecutive years in ID World Magazine, for 2005, 2006, 2007, 2008 and 2009 published by Wise Media, Italy. NADRA is amongst the 3 companies selected from Asia and Africa on the list.

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

2006NADRA has been awarded The Merit Exporter Award by Federation of Pakistan Chambers of Commerce & Industry (FPCCI) in 2006 for achieving export of homeland security solutions in the international market.

2009Deputy 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, the Global Summit on Automatic Identification. Mr. Malik was selected out of 250 people from 75 countries by international voting of editorial board consisting of CEOs of fortune 500 companies

2010NADRA Achieves ISO 9001:2008 CertificationThis certificate as an outstanding achievement attained as an outcome of consistent efforts by dedicated NADRA teams.

2012NADRA has achieved CMMI Level III Certificate

2014Today, NADRA has become one of the leading organizations in the IT Industry and is well recognized internationally.

Week Area need Quick Action planLack to public regarding importance of NDRA, for that NDRA should take strategic step e.g

provide awareness to general public by localization of office in rural as well urbane area of Pakistan . NDRA should step in mobile adverstiment and provide facility to local people to accesss easily.

CorruptionCorruption is most critical factor in NDRA ,this is result from organizational culture , it need to quick take action bring change by following the kooter,s eight step for successful change implementation NDRA should educated it experienced employees by making them educated regarding the incoming change , faired to those employees whose do not fresh and effective culture which totally reject the term corruption .

IMPLEMENTATION

HR training and Development

Cooperation and collaborations

NDRA Need empower to it’s employees to bring new ideas which helps in being successful in projects with local and international clients ,and it is only possible to reduce weakness and kill it threats , after that train the employs to act for future responsibility , and be more active in their jobs

NDRA immedialy needs to enhance it cooperation in inside and out side its culture in by understanding new trends in information technology

Evaluation Section

Interesting (Funny) Innocent Customers VIP Culture Data Entry Faults Catching the Thieves

Through Technology Finger Identification Printing System Facial Recognition

Through procedures Through Psychological Tricks

Serious Corruption (2nd Least Corrupted in Pakistan) Data Security Ethical Cases

Storie

Stories

Problem Areas

Problem Areas General Public

Lack of Public Awareness Initial mindset regarding NADRA

Customers Unsatisfied Customers Forms with Objections

Strategic Issues Lack of Compatibility and Coordination

between the old and New Setup Setup has to Support itself

IS & Operation Factors Infrastructure Gaps in Information Sharing

Other Problems Lack of Training Documentation

Culture Within NADRA & Outside Corruption Sincerity with work

Fake ID Cards Privacy Ethics

Problem Areas