You might have seen the logo above when you took a flight or dropped a loved one at an airport!
Today, I visited the Headquarters of Pakistan’s Civil Aviation Authority in Karachi.
A massive building with an architecture amplifying the power CAA’s people carry while they manage the country’s airspace and airports infrastructure.
But a building perhaps not suitable for a modern Pakistan. Pakistan of future will need sleek office buildings that boast efficiency and customer-centricity rather than aura, awe or power. And green too! Purely my blathering!
Although CAA has been a client for my leadership training and Train the Trainer courses for several years, it was the first time I visited their offices.
The purpose was to encourage CAA’s top team to become accessible to customers – both airlines and end users of their facilities – through social media, particularly Twitter. This way, they will be able to know the customer’s needs and concerns and carry engaging conversations.
The visit was part of my pro bono work on the advice of Aviation Minister Shujaat Azeem. His vision statement for this year: ‘Let us make 2015 a great year for Pakistan aviation’.
I had the opportunity to meet DG CAA Air Marshal (R) Muhammad Yousaf, and general managers of HR, IT and Operations, besides a few others.
What I found out that the CAA was doing so much good work that wasn’t visible to many of us. E.g.:
- Chief of HR mentioned that their recruitments in recent years have been solely on merit and completely transparent. Anyone who works in a public-sector organisation would know that it’s not a small feat, particularly when the pressure groups could include unions, internal employees, politicians, governments – all wielding power or threat.
- GM of IT mentioned that they have developed and rolled out an online billing system internally instead of buying an expensive off-the-shelf software – within the same timeframe that the procurement would have got.
- The leadership team told me that the DG is an honest and a capable man and he has been able to push decision-making for things which had been delayed for years. His eyes are on long-term reshaping of the aviation scene in Pakistan.
Was happy to see good coming out of an organisation which has direct customer-interface with millions of Pakistanis and thousands of foreigners travelling from overseas.
The above doesn’t mean that we are in a perfect state. Far from it! This engagement is only a beginning! A beginning for serving people better.
I hope that following this visit, you may see all airport managers and top leadership of CAA tweeting about the good things that they are doing. You may also see that they could be at the receiving end of a lot of criticism and unmet customer expectations. They should be ready for that too. Because this comes with the territory, doesn’t it? When they took up a government job, they signed up for this!
In future, I may make similar visits to leadership teams of PIA, ASF and Met Dept – the other three departments working under Aviation Minister, or Adviser, or Special Assistant, whatever you want to call him!
Earlier post: Shall I? Shall I not?
Also by Wali: