1. Introduction

Benazir Income support program (BISP) is an effort by the Government of Pakistan to provide a social safety net to the poor segment of the society. BISP extended its services through banks and there is a need of complaint management system. BISP Complaint Interface application facilitates in launching the complaints and then tracking its progress and updating its status accordingly.

Both BISP and partner banks will use the same system on daily basis to resolve beneficiary complaints in an effective and efficient manner.

Benazir Income Support Programme (BISP) was launched in July 2008 with an immediate objective of consumption smoothening and cushioning the negative effects of slow economic growth, the food crisis and inflation on the poor, particularly women, through the provision of cash transfers of Rs. 1,000/month to eligible families. Its long term objectives include supporting the achievement of Millennium Development Goals (MDGs) to eradicate extreme and chronic poverty, to empower of women and to achieve universal primary education. The monthly installment was enhanced to Rs. 1200/- per month w.e.f 1st July, 2013 by the present government and has now been fixed at Rs. 1500/-per month w.e.f 1st July, 2014.

Since its inception in 2008, BISP has grown rapidly; it is now the largest single social safety net program in Pakistans history. The number of beneficiaries has increased from 1.7 million households in FY 2008-9 to approximately 4.7 million as of 31st Dec, 2014 and BISP annual disbursements have risen from Rs. 16 billion in FY 2008-9 to Rs 65 billion in FY 2013-14. This FY, disbursements to beneficiaries is expected to reach Rs. 90 billion.

This period of growth and consolidation in BISP is characterized by two major transitions. In initial phase of BISP (2008-09 to 2010-11), beneficiaries were identified by parliamentarians while in 2010-11 a major transition occurred and poor households have been identified through a poverty scorecard survey based on household demographics, assets, and other measurable characteristics. The Nationwide Poverty Scorecard Survey, the first of its kind in South Asia, enables BISP to identify eligible households through the application of a Proxy Means Test (PMT) that determines welfare status of the household on a scale between 0-100. The survey was started in October 2010 and has been completed across Pakistan except in two agencies of FATA. The survey has the following features:

  • Creation of a large and reliable national registry of the socio-economic status of almost 27 million households across Pakistan
  • 7.7 million families are identified living below cut-off score of 16.17.
  • GPS coordinates of all the household visited are available to map the data of the entire countryBenazir Smart Card and Mobile Phone Banking on test basis in nine districts across the country. After testing the pilots, BISP has rolled out Benazir Debit Card across Pakistan. Now, around 94% of the beneficiary household are receiving payments through technology enabled innovative payment mechanisms.


    2.1. Poverty Survey:The BISP, in its efforts to identify poor households through a multi-dimensional measure, has conducted a country-wide Poverty census using Poverty Score Card (PSC), which collects information on the various characteristics of the household as well as its assets. The Nationwide Poverty Scorecard Survey, the first of its kind in South Asia, enables the BISP to identify eligible households through the application of a Proxy Means Test (PMT) that determines welfare status of the household on a scale between 0-100. The survey was started in October 2010 and has been completed across Pakistan except in two Agencies of FATA. Significant empirical evidence and international practical experience also supports use of PMT for successfully identifying households below a poverty cut-off score. The PSC based on PMT was developed using the PSLM 2005-06, later updated using PSLM 2007-08. BISP is the repository of this PSC data that provides not only poverty profile of each household but also provides data on 12 key indicators that include among others household size, type of housing and toilet facilities, education, child status, household assets, agricultural landholding, and livestock ownership. The poverty survey has the following features:


    • It identifies 7.7 million households who are living below cut-off score of 16.17


    • It creates a large and reliable national registry of the socio-economic status of around 27 million households across Pakistan


    • It uses GPS to map the data of the entire country for informed decision making (for example, to respond to natural disasters and other emergencies).
    • It validates the targeting process through third party evaluation

      1. 2 Cash Grant- This project was initiated for poverty alleviation and women empowerment among the socially and economically marginalized sections of Pakistan. Due to the international financial, fuel and food crisis, Pakistan witnessed escalating inflation over the past few years. In addition, Pakistans economic problems were exacerbated due to the global war on terror and consecutive natural disasters in 2010 and 2011. This has created a domino effect on Pakistani production sector and populations ability to sustain. The number of people living below the poverty line is significant and more vulnerable households are at the risk of falling below the poverty line.

      Women are specifically adversely affected by chronic poverty as six out of ten of the worlds poorest people are women who must, as the primary family caretakers and producers of food, shoulder the burden of tilling land, grinding grain, carrying water and cooking.

      2.3 Waseela-e-Haq Background- Benazir Income Support Programme is the main social safety net mechanism established by the Government of Pakistan to alleviate poverty. It is generally believed that only unconditional cash benefits can potentially create dependency on the Programme, and are not sustainable for a long time; hence, it was necessary to start a programme through which opportunities can be created for these families to enable them to earn their livelihood effectively and come out of poverty cycle. As an exit or graduation strategy Waseela-e-Haq has been started as one of the BISP initiative. This is a targeted scheme to provide loan amounting up to Rs.300,000/- to the randomly selected beneficiary families currently receiving the cash transfers under BISP to be validated through the programme eligibility criteria.

      2.4 Waseela-e-Rozgar Background :Providing work opportunities for excluded and marginalized, is the key to check generational poverty.Despite hard work, their efforts generally provide only for a mere survival. Lack of proper education or skill training proves an overwhelming obstacle in the way of their prosperity and desire to earn a dignified earning.

      Acknowledging these facts, BISP has initiated a Vocational Training Program aimed at providing recipients with necessary knowledge and skills to exercise a profession enabling him/ her to earn a livelihood and subsequent integration in the labor market.

2.5 Waseela-e-Sehet (Group Life Insurance Scheme)- BISP hassuccessfully launched the Group Life Insurance Scheme for BISP beneficiaries, to cover the breadwinner of the family with effect from 1st of Jan 2011. Under this scheme, the dependents (widows/mothers/children) of deceased are compensated for Rs. 100,000/- in case of natural or accidental death of the breadwinner. This type of economic shelter is being given first time in the history of Pakistan.

  • Eligibility
The Scheme covers the breadwinner from eligible beneficiary families
Male Age of 18 to 65 yrs
Female Age of 18 to 70 yrs
  • Coverage :4.1 million Breadwinners enrolled from entire country
  • Policy Period:
1st Policy for one year (Jan -Dec 2011)
2nd Policy for three years (Jan 2012 to Dec 2014)

2.6 Waseela-e-Taleem Background- As part of the Graduation strategy aiming to link the Unconditional Cash Transfer (UCT) to attainment of human development goals, BISP initiated the Waseela-e-Taleem(WET) Programme. Although, the CCT is relatively more complex to design and implement, as it involves additional participatory requirements on the part of beneficiary families and educational authorities, yet such investments have led to the improvement of educational access and attendance of children, as witnessed in many countries worldwide.

Waseela e Taleem Programme was launched in five pilot districts (Skardu, Mirpur, Malakand protected area, Nushki and Karachi South) as part of initial test phase, in collaboration with education departments of provinces/regions in November 2012. In two years time Waseela e Taleem has enrolled around 52000 children out of potential 75000 children from amongst the BISP Beneficiary families in the target areas. (Attached Enrolment progress may be shown through hyperlink.)

BISP plans to extend the WET Programme Extended Phase into 27 additional districts upon mutual consent with the provincial authorities. Experience in the Pilot Phase gave the project insights that BISP has incorporated in its extended phase. In Pilot phase the most difficult districts were selected; some in view of the prevailing law and order situation and some in terms of weather conditions. In the extended phase, therefore, all new districts have been selected in consultation with provincial education departments on the basis of supply capacity assessment. around 3.3 million children (5-12 years) of age are present in the 1.47 million beneficiary families in 27 extended phase districts, out of which around 2.65 children are out of school and only 0.66 million are currently attending the schools. BISP is targeting to reach these out of school children within 2 years by introducing the stipend amount to encourage the beneficiary families for sending their children in school instead of involving in child labour. BISP is aiming to reduce the child labour and to increase the human development by extending WET programme in 27 new districts. BISP stipend amount would not only increase the enrolment numbers in primary schoolbut would also reduce the drop out ratio of currently attending school children.

3.Our partner organizations:

  1. NADRA
  2. DFID
  3. USAID




Daily Report All Completed
Progress Total Number of Agreement Dead line For Agreements Number Of Agreements Made Number Of Agreements Remaining Reasons For Delay Expected Completion Date
162 In time 162 Nil Nil In time



Daily Report Training Attended Batch 05 training is completed. Total number of trainees =162


Daily Report Completed 32000


Progress Total Number of Beneficiaries Deadline For Verification Number of Beneficiaries Verified Number of Unverified Beneficiaries Reasons For Not Meeting Deadline Expected Completion Date
32000 Six months 32000 0 Nil In time achieved



Till date three bomb blast events have done in district Lakki Marwat.



DailyReport:All the payment of bomb blast victims has been verified. Eight installments of shah Hassan Khel have been paid to them. Lakki City and Dara pezu payments are completed.


Daily Report CD of missing CNIC is received form divisional office and work completed. Furthermore,BISP hand over this project to NADRA. They are working on it and will report toDivisional office within two weeks.


Daily Report Payment disbursement report from banks and UBL Omins
Progress Total No. Of banks Total No. Of Omini Total No. Of MOs
02 02 32000













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