Is this how NADRA should serve it’s citizens?

Whether you just turned 18 and need a CNIC or you already have one and need it renewed. It is always time consuming and lets not forget sometimes you have to go a few times to get it done. Here is an update you should know before heading towards a Nadra office. First thing first, now you cannot get it made at any office, not even the executive branch. You need to look up the closest branch near your house and go there. Now the problem is, although they give you the token sometimes the working hours are over and you return home without getting your turn. The line is never ending. There is however another way, the head office, mega branch. It is for all sectors across the city, doesn’t matter where you are located, you can go there. It is 24 hours open, but that doesn’t mean you don’t fall asleep there. At the start when this branch was new, people used to get the work done so easily. People prefer to go on weekdays, after midnight, because there tends to be less of an audience. In January 2021 I had to go to renew my CNIC and I must say it only took half an hour and I was headed back home. I was amazed! Last month, in October, I had to make some changes in my CNIC and so I headed to the mega branch at around 1:45 a.m. The line standing outside made me dizzy, no kidding. Anyhow, I didn’t really have a choice, I needed it urgently so I got in line outside the mega branch. Keep in mind I hadn’t even had my token by then. At around 5:35 I was lucky enough to get inside and get my token. The guards told us there were only 4 counters working inside and that was so disturbing because there are numerous counters so why aren’t they serving? There were old people, really old, they had no place to sit, they had to stand in line all night. There were people holding infants all night long and it was sad to see them in such distress. However inside, the numbers after in the morning started to change faster. Two more counters started serving. My turn came around 9 am. To say I was exhausted was an underestimate. And that made me think more about the old people who stood in line with me. How bad must it be for them? When it was my turn they asked me to bring one of my parents for a biometric test. Although my brother was with me, how they expect people to bring their old parents with them and make them stand all night long in line with them is beyond my understanding. Thankfully though the person serving was kind enough to understand my situation and told me one of my parents could come later before their shift ends which is around 5 pm and get the biometric done, without having to wait in the line. The point is, the basic things in Pakistan have gotten so hard to achieve. These are the basic requirements yet a person ends up almost sick and ready to break down because that is not even all. In some cases they feel the need to ask for extra documents which are never listed in the requirements. So you have to go back after a long wait and get those documents. People are suffering and there is literally nothing we can do but watch them in silence. There were women who had to bring their husbands and their brothers for biometrics. Which I still don’t understand because one person should be enough. It keeps getting so hard to get the basic rights in Pakistan these days, and there is nothing we can do for the people who are suffering.