Product Guide & Roadmap

The Sindh IT Facilitation Desk (SITFD) is the Government of Sindh's single channel for registered IT companies. Instead of chasing departments by phone or email, a company files once, receives an official reference number, and follows everything in one place — while the government tracks response times, escalations and outcomes transparently.

The Desk covers two kinds of help:

• Complaints — a problem with a department, utility or service that needs fixing (e.g. a delayed registration or a NOC issue).
• Guidance / Notice — advice on rules, procedures or compliance, answered directly by the relevant department.

Alongside ticketing, the Desk publishes programs & schemes companies can apply to, an open per-department performance index, official notices, and a public knowledge base.

Every ticket follows the same transparent path. You always see the current stage on the ticket page and in the public tracker.

• Guidance tickets skip the confirmation stage — the department's answer closes them directly.
• Awaiting your information — if the department needs something from you, the SLA clock pauses until you reply.
• Withdrawn — the company can withdraw an open ticket at any time.
• Reopened — if a closed ticket's problem returns, the company (or an authorised officer) can reopen it within 14 days; a fresh linked ticket is issued and work resumes.

Escalation runs in parallel to the normal flow — a ticket keeps moving while also being raised to a higher authority. Staff escalate with a written reason; companies never need to chase.

Each level is recorded in the ticket history with the reason, so accountability is always visible.

• Every stage (first response, work, confirmation, verification) has a target time set per department and per category.
• Priority adjusts the clock: Urgent halves it, High shortens it, Normal is standard, Low stretches it slightly.
• The clock runs on business hours — Monday to Friday, 9:00–17:00 — and skips public holidays.
• While waiting for the company's information, the clock pauses; it resumes when the company replies.
• Deadline pressure is shown on every ticket (on track / at risk / overdue) and rolls up into the public Redressal Index.

For companies

For government staff

For the public

Register your company

1. Open Register on the login page and fill your company name, NTN, contact and a password (10+ characters).
2. Optionally add your PSEB/PSHA/SRB proof and a short description.
3. Submit — your account is created immediately and you can sign in and file your first ticket.

File a ticket

1. Sign in and choose File a ticket.
2. Pick the type (Complaint or Guidance), a category and a priority.
3. Write a clear subject and description; attach any evidence (screenshots, letters).
4. Submit — you receive an official reference like LAB-2026-000123. Keep it; it is your receipt.

Track without logging in

1. Open Track a ticket (link in the footer).
2. Enter your reference number in the format DEPT-YEAR-NUMBER, e.g. LAB-2026-000123.
3. See the current stage, department and dates.

Reply & add information

1. Open the ticket from My tickets and use the Reply box.
2. If the department marked the ticket "awaiting your information", replying automatically resumes work.
3. Attach extra evidence any time while the ticket is open.

Confirm a fix and rate the service

1. When the department marks the resolution ready, open the ticket and choose "Yes, resolved" — or reject with what is still wrong.
2. After the fix is ready, rate the service (1–5) and add an optional comment; ratings feed the public index.

Reopen a closed ticket

1. Within 14 days of closure, open the ticket and use Reopen with a short reason.
2. A new linked ticket is issued with the full history carried over — no need to re-explain.

Apply to a program

1. Browse Programs & Schemes and open one that fits.
2. Press Apply for this program — you land on My applications with the program pre-selected.
3. Add notes and supporting documents, then submit; follow the review status on the same page.

Staff: lodge a request received outside the portal

1. From the dashboard, use "File ticket for a company".
2. Pick the company and the channel it arrived on (phone / WhatsApp / walk-in).
3. Fill type, category, priority, subject and description as reported; attach any documents.
4. Submit — the company is notified, the timeline records who filed it and via which channel, and the SLA clock starts immediately.

Staff: move a misrouted ticket

1. Open the ticket and find "Move to another department" in Staff actions.
2. Choose the target department and write the reason (min 10 characters — the company will see it).
3. Confirm: the handler is cleared for re-triage, the outgoing SLA snapshot is recorded, and a fresh clock starts under the receiving department.

Staff: handle a new ticket end-to-end

1. Open the Intake queue and acknowledge the ticket (stops the first-response clock).
2. Assign it to the right handler — or yourself — optionally routing to a sub-department.
3. Start processing; keep the company informed with client-visible notes, or log internal ones.
4. If information is missing, set "Request client info" — the SLA clock pauses until they reply.
5. When solved, offer the resolution (or close directly for guidance).
6. Stuck or out of scope? Escalate to L1/L2/L3 with a written reason (caps by role: Helpdesk L1, Dept Admin L2, Supervisor/Master/Escalation Officer L3).

• One issue per ticket — split unrelated problems so each gets the right owner.
• Put the reference number in any follow-up with a department.
• Attach evidence early: screenshots, letters, payment proofs speed up resolution.
• Use Urgent priority only for deadlines within days (courts, licences, notices) — it halves the response clock.
• Replies during "awaiting your information" resume the work immediately — the faster you answer, the faster it moves.
• Do not share passwords or sensitive financial credentials in descriptions or attachments.

The public Redressal Index and this roadmap keep the Desk accountable — features ship when they meet the service standard, not before.