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ACRONYMS
ACO Assistant Coordination Officer
AJK Azad Jammu & Kashmir
ATM Automated Teller MachineBVO Biometric Verification Operator
CDCP Citizens Damage Compensation ProgramCNIC Computerized National Identity Card
DCO District Coordination Officer
DMA Disaster Management AuthorityGB Gilgit-Baltistan
GBDMA Gilgit-Baltistan Disaster Management Authority
GCO Grievance Counter Operator
HoF Head of FamilyHoH Head of Household
ICO Information Counter OperatorKP Khyber PakhtunkhwaMIS Management Information System
NADRA National Database and Registration Authority
PDMA Provincial Disaster Management AuthorityPIC Public Information Campaign
PIN Personal Identification NumberPKR Pakistan Rupees
PMA Partner Media Agency
PMO Program Management OfficePoS Point of Sale
RSPN Rural Support Program Network
SDMA State Disaster Management Authority
WCFC Watan Card Facilitation Centre
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GLOSSARY
Alien and Fraud Those who are not naturalized citizens of
Pakistan or have fake/bogus CNICs are marked
as alien or fraud
Citizens Damage Compensation Program The flood recovery and damage compensation
(CDCP) program established pursuant to the decision of
Council of Common Interest (CCI), for
providing cash transfers to families and/orhouseholds affected by the floods of 2010 in
Pakistan
CDCP Phase I/Watan Card Phase I Phase I of the CDCP (also known as WatanCard Project) provided a cash grant of PKR
20,000 to families in flood affected areas.Provinces identified flood affected areas andNADRA, using its database of CNICs,
extracted a list of Heads of Families (HoFs)
from those notified areas. However, in KhyberPakhtunkhwa (KP), Azad Jammu & Kashmir
(AJK) and Gilgit Baltistan (GB), a housedamage survey was carried out to identify
needy people
CDCP Phase II Beneficiary a) Heads of Households (HoHs) in the flood-
affected areas as notified by the provinces, and
b) HoFs of vulnerable families (defined as
female or disabled-headed families) thatreceived Watan cards in Phase I will be
included as Phase II beneficiaries
CDCP Phase II/Watan Card Phase II Phase II of the Watan Card Project will provide
cash grant of PKR 40,000 in two tranches of
PKR 20,000 each to the Phase II beneficiaries,identified by the provinces through house
damage surveys
District (Zilla) The second tier of administrative division inPakistan following the provinces
District Coordination Officer (DCO) DCO heads the district administration
Duplicate Those cases where the same individual has
more than one CNIC (multiple identities) with
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different particulars and blocked by NADRA
through biometric verification
Grievance Redressal Process to resolve beneficiaries appeals and
complaints in relation to enrolment, payments
and quality of service
House Damage Assessment Survey The survey carried out by all provinces to
identify the beneficiaries as HoHs belonging to
those households whose houses have beendamaged
Household (HH) A person living alone or a group of two or
more people (either related or not) who
habitually live under the same roofwhether itis fully or partially occupied, and who cook
and eat from the same pot. It excludes guests,visitors, domestic employees, or familymembers living abroad. Each household might
be composed of one or more families
Operational Manual A project document, approved by Cabinet
Division and endorsed by all Provinces that
presents the key design parameters of Phase II
of CDCP
Partner Commercial Bank A commercial bank with which Federal
Government has entered into agreement for thedisbursement of funds to the eligible
beneficiaries through their banking channel
Pending Beneficiaries Those beneficiaries who have invalid CNICS
Receiver Those beneficiaries who have valid CNICs
Tehsil The third tier of administrative division in
Pakistan, following provinces and districts; a
tehsil is usually composed of one city or town
that serves as its headquarters and other citiesand villages, which might be put under its
jurisdiction
Watan Card Facilitation Centres (WCFCs) The centres established and designated for the
purpose of registration and disbursement ofWatan Cards to the Beneficiaries
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Watan Card The wallet Visa Debit Card issued by Partner
Commercial Bank to each Beneficiary, which
shall be strictly used for the withdrawing theCDCP benefit amount
Well off Families/Households Measured by a combination of factors such asthose having accounts in international banks,
frequent international travel activities and
executive jobs. These will be excluded from
CDCP using information about the HoH, whichis available in NADRAs database
Vulnerable Families Defined as female and disabled headed families
in NADRAs database that were included in
Phase I, but not captured as HoH through thesurvey. These will become part of Phase II
beneficiaries
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CONTENTS
I. INTRODUCTION..................................................................................................................................... 6
II. HOW TO USE THE ENROLMENT GUIDELINES................................................................................ 6
SECTION 1: DESIGN PARAMETERS...........................................................................................................
7
SECTION 2: STAKEHOLDERS AND THEIR ROLES.................................................................................. 8
A. NADRA................................................................................................................................................. 9
B. PDMAs/SDMA/GBDMA.................................................................................................................... 11
C. RURAL SUPPORT PROGRAM NETWORK (RSPN) (third party validation)................................. 11
D. PARTNER MEDIA AGENCY............................................................................................................ 11
E. PARTNER COMMERCIAL BANKS................................................................................................. 11
F. DISTRICT/TEHSIL ADMINISTRATION......................................................................................... 12
SECTION 3: ENROLMENT PROCESS PLANNING................................................................................... 13
A. MOBILIZATION OF NADRA TEAMS IN THE FIELD.................................................................. 13
B. SELECTION OF WCFC STAFF FOR THE ENROLMENT PROCESS........................................... 13
C. TRAINING PROCESS........................................................................................................................ 14
D. PUBLIC INFORMATION CAMPAIGN (PIC).................................................................................. 15
E. SETTING UP THE WATAN CARD FACILITATION CENTER FOR ENROLMENT................... 16
E. IDENTIFICATION OF BENEFICIARIES FOR CDCP PHASE II.................................................... 18
SECTION 4: ENROLMENT PROCESS.........................................................................................................
20
List of Figures and Tables
Figure1:StakeholdersoftheCDCPPhaseIIEnrolmentProcess....................................................................... 9
Figure2:WCFCSetup..................................................................................................................................... 17Figure3:IdentificationofCDCPPhaseIIBeneficiaries.................................................................................... 19
Figure4:EnrolmentSubProcesses................................................................................................................. 20
Table1:PICTimeTable.................................................................................................................................... 16
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I. INTRODUCTION
These Enrolment guidelines, supplementing the Operational Manual for the Citizens Damage
Compensation Programme (CDCP), present the design parameters and enrolment processes of the
CDCP Phase II, a program with the objective to continue supporting the recovery of 2010 flood-
affected households through top-up cash grants of PKR 40,000. Furthermore, the guidelines provide
stakeholders information related to their key functions within the enrolment process.
Enrolment refers to the process of data acquisition of CDCP Phase II beneficiaries through a
customized software application. This application will be used to digitally capture the CNICs,
biometric and facial information of beneficiaries at the Watan Card Facilitation Centres (WCFCs),
serving as enrolment centres. The information obtained will subsequently be used for beneficiaries
verification, after which they will be able to receive the cash benefit through the Watan (Debit)
Card.
II. HOW TO USE THE ENROLMENT GUIDELINES
The Enrolment guidelines are divided into four sections:
Section 1: Outlines the program design parameters of the Enrolment Process Section 2: Describes the roles and responsibilities of various stakeholders directly involved
in the Enrolment process.
Section 3: Delineates the pre-enrolment activities such as logistic plans, training, PublicInformation Campaign (PIC), setting up WCFCs, and identification of beneficiaries of
CDCP Phase II.
Section 4: Presents the various steps of the enrolment process to take place at the WCFC.
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SECTION 1: DESIGN PARAMETERS
The beneficiaries for CDCP Phase II are defined as:
Head of Household (HoH) of the flood damaged households as declared by ProvincialDisaster Management Authority (PDMA) / Disaster Management Authority (DMA),
through their house damage assessment survey, and
Head of Family (HoF) of vulnerable families, i.e. female or disabled headed families ofCDCP Phase I, regardless of their house damage.
Categories of Beneficiaries:
Receivers- having a valid CNIC; and Pending Beneficiaries- having an invalid CNIC (they will have to follow grievance
redressal mechanisms to become Receivers- see Case Management guidelines)
It is mandatory for the beneficiaries to be present in person at the WCFC for the enrolment process.However, if the beneficiary is unable to come for enrolment due to death/disability/illness, the
beneficiarys spouse or any other adult family member registered with the National Database and
Registration Authority (NADRA) can become the Receiver through the defined case management
procedures (see Case Management guidelines).
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SECTION 2: STAKEHOLDERS AND THEIR ROLES
Main stakeholders of the CDCP Phase II Enrolment Process are at four levels:
Federal Stakeholders:
A. NADRA
Provincial Stakeholders:
B. PDMAs/State Disaster Management Authority (SDMA)/Gilgit Baltistan DisasterManagement Authority (GBDMA)
C. Rural Support Program Network (RSPN) for 3rd party validationD. Partner Media Agency (PMA)E. Commercial Partner Banks
District Stakeholders:
F. District Administration- District Coordination Officers (DCOs)
Tehsil Stakeholders:
G. Tehsil Administration- Assistant Coordination Officers (ACOs)H. WCFC staff of NADRA- Information Counter Operator (ICO) and Biometric Verification
Operator (BVO)
I. WCFC staff of Partner Banks- Bank Counter Operator
Interagency coordination among these stakeholders is shown in Figure 1.
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Figure 1: Stakeholders of the CDCP Phase II Enrolment Process
A. NADRA
A Program Management Office (PMO) for CDCP office has been established within NADRA.
With the overall supervision of Project Director, the PMO will be responsible for the
appropriate execution of the enrolment process in accordance with the approved procedures, and
if required, making any adjustments; designing of all the relevant materials to be used during
the enrolment process; coordinating the activities for all stakeholders; and informing the
households about the enrolment process activities and their outcomes.
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The key teams of the PMO for enrolment will be (i) Planning and Services, (ii) Management
Information System (MIS), and (iii) Implementation and Operations. Their roles and
responsibilities include:
NADRA staff at PMO:
Filtration of data forwarded by DMAs, after applying agreed business rules; Sharing data with third party (RSPN) for validation; Triangulation of validation results with NADRA database; Receipt of results from RSPN and results announcement in terms of a district declared as
clear or discrepant1;
Compilation of the lists of receivers and pending beneficiaries; Design and development of MIS, which includes the enrolment software application; Deployment of required hardware and human resource (information counter, biometric
verification counter, grievance redressal counter) at the WCFC;
Preparation of training material and conducting trainings for regional teams and fieldstaff of WCFC;
Coordination with Partner Banks in terms of integrating software with them; Collaboration with PDMAs / DCO Offices for smooth field operations; and Preparation of communication strategy and action plan with the help of the PMA in
order to disseminate information on eligibility criteria, receiver and pending beneficiary
lists, locations of WCFCs, schedules, enrolment procedures, grievance systems and
procedures etc.
NADRA staff at WCFC
Biometric enrolment of beneficiaries at WCFCs; Operational facilitation to Partner Banks during the payment processes at WCFCs; and Guiding beneficiaries for updating CNICs at the nearest NADRA Registration Centres;
1Clear districts are those where the house damage survey data has been accepted. Discrepant districts are those which
require the provincial/district government to repeat the beneficiary identification process for that particular district. For
details on the methodology of declaring a district clear or discrepant, see Operational Manual, section Third-party
Independent Verification on pg. 21-23.
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B. PDMAs/SDMA/GBDMAA Provincial/Area Coordinator has been designated in each PDMA/SDMA/GBDMA, who is
overall responsible for the enrolment field activities such as:
Compilation of the House Damage Assessment Survey data, which includes definingHoH, carrying out survey in flood affected areas, and consolidating the beneficiary lists;
Provision of flood affectees data (beneficiarys name, CNIC, fathers/husbands name,and address) to NADRA for beneficiary selection as per defined business rules;
Coordination with DCO offices for smooth field operations; and Disseminate information on eligibility criteria, receiver and pending beneficiary lists,
locations of WCFCs, enrolment schedules and procedures, grievance systems and
procedures etc, through the PDMA offices.
C. RURAL SUPPORT PROGRAM NETWORK (RSPN) (third party validation) Drawing a stratified representative sample from data-set; Field Survey for validation; and Provision of results to NADRA.
D. PARTNER MEDIA AGENCY Assist NADRA in the preparation of communication strategy and action plan; Support NADRA in the execution of PIC; and Provision of billboards, banners and other PIC material at the WFCF.
E. PARTNER COMMERCIAL BANKS Create beneficiaries virtual accounts after successful biometric verification; Credit benefit amount to beneficiaries virtual accounts; Set up Point of Sales (PoS) at WCFCs and ensure availability of cash therein at all
times;
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Issue Watan Cards to beneficiaries; Provide guidance to beneficiaries about cash withdrawal mechanism both at the PoS and
ATM;
Facilitate beneficiaries in resolution of payment related grievances e.g. replacing lostWatan Card (re-issuance) / issuing a new Personal Identification Number (PIN).
F. DISTRICT/TEHSIL ADMINISTRATION
Facilitate NADRA in setting up WCFCs & Partner Banks in establishing the bankcounters and PoS machines at the WCFCs;
Provision of security, scheduling and mobilization of beneficiaries at WCFCs; Maintain beneficiary and pending beneficiarylists at the local DCO office for informing
the public about their status in the program;
Disseminate information on eligibility criteria, receiver and pending beneficiary lists,locations of WCFCs, schedules, enrolment procedures, grievance systems and
procedures etc, through the DCO/ACO office.
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SECTION 3: ENROLMENT PROCESS PLANNING
This section describes all the preparatory steps required to ensure an effective Enrolment process,
which are the following are:
A. Enrolment Process facilitation through mobilization of NADRA teams in the field;B. Selection of WCFC staff for the Enrolment Process;C. Training Process;D. Design of the PIC and production of all related materials;E. Setting up the WCFCs for enrolment; andF. Identification of the CDCP Phase II beneficiaries.
A. MOBILIZATION OF NADRA TEAMS IN THE FIELD
NADRAs existing procedures will be followed for mobilizing the field teams of CDCP Phase II,
which will cover logistic activities for training as well as transporting the required equipment to the
WCFCs (computers, printers, scanners, etc). Moreover, NADRA will be responsible for the
implementation and execution arrangements of CDCP Phase II (dissemination of PIC material-prior to and during enrolment, time plan and methodology to cover each district for enrolment, etc),
which will ensure the smooth implementation of the CDCP Phase II.
B. SELECTION OF WCFC STAFF FOR THE ENROLMENT PROCESS
In preparation of the enrolment process, the NADRA and Partner Banks will ensure that the
required personnel for the project are hired and trained.
The WCFC staff required for CDCP is:
a) Information Counter Operators (ICOs)b) Biometric Verification Operators (BVOs)
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c) Bank staffd) Grievance Counter Operators (GCOs of NADRA & Partner Banks)
Along with the WCFC staff engagement, the support will be needed from the District
Administration, i.e. DCOs, ACOs to facilitate the Enrolment process at the District and Tehsil level.
C. TRAINING PROCESS
There will be two levels of training; a central training and field level trainings:
(a) A central training focusing on the overall project cycle for CDCP Phase II, its contours and
responsibilities of the PDMAs/NADRA/DCO office staff; and
(b) Field level trainings ofWCFC staff.
The field level trainings will focus on the program parameters linked to the enrolment process and
will specifically present guidelines for the WCFC staff. Key stakeholders at the end of the training
will have a detailed understanding of the enrolment process.
The exchange of information on the details of the processes to be implemented will vary in both
types of trainings. Since the central training will involve stakeholders at the provincial and districtlevels (PDMA, NADRA, DCO office), they will learn in depth about the enrolment mechanisms,
policies of the program, etc. At the same time, the field level training for WCFC staff will be
focused on the various elements related to the execution of their respective functions.
NADRA shall train the WCFC staff in order for them to comprehend their roles during the
enrolment process. This will focus on providing the guidelines for verification of beneficiaries who
come to the WCFCs; checking the documentation presented; planning and operationalizing the
enrolment activity, and explaining their specific responsibilities. The coordination and planning of
the training will be the responsibility of Training Coordinator, CDCP NADRA.
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D. PUBLIC INFORMATION CAMPAIGN (PIC)
The PIC shall begin prior to the Enrolment process and would continue during the Enrolment. It
will be carried out at the following three levels; provincial, district, and the local level. It shouldinform the public about the purpose of enrolment, objectives and benefits of the CDCP Phase II.
NADRA with the support of the PMA will be in charge of: a) the design of a national PIC on the
Program through the use of TV, radio and print media; and b) preparation of printed materials, e.g
posters, brochures etc for the local PIC.
At the provincial level the selection of messages and medium will revolve around the objective of
promoting transparency and developing an understanding of the program contours. This will assist
in promotion of the program design and seeking the trust of the opinion leaders, politicians and the
civil society. This will also act as a prelude to the launching of the program. National and provincial
print and electronic media will be used to disseminate these messages. The timing of
advertisements will coincide with the enrolment activity to ensure that it enhances the impact of the
local PIC. Project implementers will be encouraged to participate in talk shows and public seminars
to highlight the governance and transparency features of the program.
At the district level, PIC will commence before the WCFCs are established. Furthermore, at the
local level, a PIC will be launched in the targeted Tehsils and UCs commencing a week before
enrolment begins in the various Tehsils. These PICs will be focused more towards providing
information regarding the program processes, WCFCs, documents needed for verification and
enrolment, eligibility criteria and associated time frame. NADRA will be overall responsible to
ensure the timely and effective dissemination of the PIC material with the support of the PDMAs,
DCO offices and the PMA. Before the enrolment starts, the PMA field teams shall be responsible
for forward campaigning, meaning that prior to the enrolment process starting in a particular Tehsil,
they will make sure that the PIC materials along with the list of beneficiaries are adequately
displayed in the locality. The project will rely on local and traditional communication mechanisms
adapted to cultural and psychological dynamics of the area. The PIC will be designed to involve
local opinion leaders and notables to spread messages around. In addition to this, posters,
brochures, banners, local newspapers, FM, cable TV, SMS response service and website-
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www.cdcp.nadra.gov.pk, will also be used to inform potential beneficiaries and public regarding the
program. Some local mediums, such as loudspeaker vans, may be utilized, where appropriate.
PIC Time Table
PIC Level Starting Time Period Prior to Enrolment
Provincial 2-3 weeks
District 10 days
Local 7 days
Table 1: PIC Time Table
Public institutions such as community centres should be included for the distribution of PICmaterials. The PIC goal is to provide full information on the objectives, rules, approach, and
anticipated timetable for the CDCP Phase II. To further promote transparency, the PIC will include
a toll-free help-line number- (0800-36952) for direct public interaction and full details of the
options for raising any future grievances and appeals.
E. SETTING UP THE WATAN CARD FACILITATION CENTER FOR ENROLMENT
WCFCs will be established by NADRA keeping in mind both accessibility and convenience of
beneficiaries. These will be used as temporary enrolment centres for CDCP Phase II for the entire
period of enrolment. Figure 2 shows the perceived WCFC set-up, where the enrolment teams will
be stationed to enrol the beneficiaries along with providing them the Watan cards. The entire set-up
is envisioned to complete the enrolment within the anticipated time period- six months. Each
WCFC shall accommodate:
(i) NADRA staff consisting of:a. At least two ICOs for verifying the status of the applicants CNIC in the MIS,
whether a beneficiary or not,
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b. At least two BVOs who will match the fingerprints of the applicant with theNADRA database and upon unsuccessful matching, enrol his/her fingerprints and
photograph in the MIS.
(ii) Bank Personnelto provide Watan cards to the Phase II beneficiaries who were not partof Phase I upon successful biometric verification, to address any lost/damaged cards
issues, and to assist with withdrawing money from PoS machines. For details, see
Payments guidelines.
(iii) Case Management Personnel:Simultaneous to enrolment and transfers, there will be awindow to address case management issues, for which community members will have
access to GCOs of NADRA and Partner Banks present at the WCFC, who will also be
assisted by a DCO staff member. The number of case management personnel may vary
in some districts depending on the case load and the geographical area to be covered.
(For details see Case Management guidelines)
Figure 2: WCFC Set-up
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E. IDENTIFICATION OF BENEFICIARIES FOR CDCP PHASE II
1. House Damage Assessment Survey:Beneficiaries are identified through a house damage assessment survey
2conducted in the flood
affected areas by each Provincial / State Government, after which the concerned Disaster
Management Authority (DMA) consolidates the lists and forwards them to NADRA.
2. NADRAs verification process of beneficiaries CNICs:Upon the receipt of the beneficiary lists by NADRA, the CNIC of the potential beneficiary
(according to data provided by the provinces) is verified through the NADRA if:
a. Unique and valid in NADRA database;
b. Unique at least within the family3;
c. Clear in NADRA database (i.e. not marked as suspect, alien or duplicate);
d. HoF in NADRA database where there is already a phase 1 beneficiary in the same family4;
e. Have at least one address (temporary or permanent) from a flood affected district.
Well off households will be excluded with information available on the HoH in the NADRAs
registration database. Wealth is measured by a combination of proxies such as those having bank
accounts in international banks, frequent international travel activities and executive jobs.
In addition to the verified surveyed households, all HoFs of legitimate vulnerable beneficiaries,
defined as female and disabled headed families in the NADRAs CNIC database that were included
in Phase I, but not captured as HoH through the survey will, de-facto, become part of Phase II
beneficiaries.
2 The criteria for housing damage are determined by the Provincial Governments.3
This check will ensure that families included because of their vulnerability status (female or disabled headed families)
will not receive double benefits. Definition of Family is two or more spouses with their unmarried children.4 This is to ensure that the same person in the family is getting the benefit if the family was also a beneficiary in phase
1.
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3. Verification of beneficiary lists by third-party:After NADRAs verification process of beneficiaries CNICs, an independent third party will
determine the validity of the data provided by the provincial household damage survey by using a
sample based Spot Check mechanism. This will result in notifying the districts as either clear or
discrepant. Once the third party validation is complete for a district and result is declared as clear,
all the data of that particular district is populated into the MIS, after which its beneficiaries may
enrol themselves at the deployed WCFCs.
Figure 3: Identification of CDCP Phase II Beneficiaries
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SECTION 4: ENROLMENT PROCESS
Below Figure 4, shows in detail the Enrolment Sub-Processes of (i) Beneficiary Verification and (ii)
Issuing/Activating Watan Card, which shall take place at the WCFC.
Figure 4: Enrolment Sub-Processes
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1. Before starting the enrolment process, the ICO will ask the beneficiaries (enrollers) toprovide their original CNIC. The ICO will enter CNIC to check its status in the CDCP MIS,
and accordingly inform the enroller, which could be one of the following:
If CNIC is found:
CASE 1- the CNIC belongs to a Phase II beneficiary who was part of Phase I;
CASE 2- the CNIC belongs to a Phase II beneficiary who was not part of Phase I;
If CNIC is not found:
CASE 3- the CNIC is not retrieved from MIS, thus it does not belong to a Phase II
beneficiary or belongs to a pending beneficiary.
2. CASE 1: IF YES, i.e. the CNIC belongs to a Phase II beneficiary who was part of Phase I,AND
CASE 2: IF YES, i.e. the CNIC belongs to a Phase II beneficiary who was not part of Phase
I,
ICO directs beneficiary to the Biometric Verification Counter where fingerprints will bechecked;
If the fingerprints match, the beneficiarys photo is captured and s/he is directed toproceed to the Bank Counter. However, if the fingerprints fail to match, the BVO will
capture the beneficiarys photo and enrol his/her fingerprints, after which s/he will be
advised to update his/her CNIC. In both cases, the beneficiary will receive a receipt,
which will contain the following details: (i) date; (ii) time; (iii) CNIC no; (iv) location of
WCFC; (v) receipt ID; (vi) Province; and (vii) name of Partner Bank.
The beneficiary will present the receipt to the Bank Counter operator who will verify ifs/he is already a Watan Card holder;
Upon successful verification, his/her Watan card will be activated and the beneficiarysaccount will be credited with PKR 20,000. However, if the beneficiary has lost his/her
card, the Bank Counter operator shall issue him/her a new Watan card along with a PIN.
In case of beneficiaries whose fingerprints successfully match 1:1, the Watan card will
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be activated right away and the money would be credited to the beneficiarys account.
On the other hand, for those beneficiaries whose fingerprints are not successfully
matched, their cards will only be activated after biometric verification.
The beneficiary will able to withdraw money either from a PoS or the banks localATM.
3. CASE 3: IF YES, i.e. the CNIC is not retrieved from CDCP MIS, meaning either it does notbelong to a Phase II beneficiary or belongs to a Pending Beneficiary, then the ICO will
inform the family member accordingly. This will result in appeals (For more details, see
Case Management guidelines).