Ehsaas Baldia: Connecting citizens with local government
‘Ehsaas Baldia’ is a mobile app that is helping citizens to raise municipal concerns and enabling local government to respond more effectively.
Registering a complaint regarding a municipal service delivery should be an easy and straightforward process. The ‘Ehsaas Baldia’ app is doing just that.
Supported by the German development cooperation and developed by the Government of Khyber Pakhtunkhwa through the Local Government, Elections & Rural Development Department, the Ehsaas Baldia app allows citizens to report municipal service issues such as waste accumulation, poor sanitation and blocked drains and helps the local governments to respond accordingly.
Initially developed and piloted as Mansooba-e-Amal (Plan of Action) with support from the German development cooperation, the application was subsequently renamed as Ehsaas Baldia and formally launched in 2026 for implementation across Khyber Pakhtunkhwa.
Through the Ehsaas Baldia app, citizens can register complaints by uploading a photograph and adding a location, helping the responsible local government team understand what is needed and where.
Connecting citizens and local government
This app is designed to strengthen the connection in both directions. Citizens have a more accessible way to communicate their concerns and follow up on action. Local government teams receive structured information from communities and can monitor responses, document completed work and identify recurring service issues.
This can help turn individual complaints into useful information for local service delivery. Instead of isolated concerns, local authorities can get a clearer picture of the issues communities are experiencing and where attention may be needed. The dashboard also tracks common municipal concerns and complaint status, helping the department monitor cases and identify issues requiring further attention.
So far, over 2,000 complaints have been recorded in the register, and around 1,000 have been resolved.
Supporting citizen-centered public services
The development of Ehsaas Baldia illustrates how we work with our Pakistani government partners to strengthen institutions and improve public services. The Government of Khyber Pakhtunkhwa leads the initiative, while GIZ Pakistan supports them to advance a digital approach that brings citizens and local government closer together.
The initiative reflects a wider priority of the German Pakistani development cooperation: strengthening participatory local governance for more accessible, inclusive and citizen-centred public service delivery.
By creating a practical channel for communities to raise concerns and for local authorities to respond, Ehsaas Baldia demonstrates how digital solutions can support stronger relationships between citizens and the institutions that serve.
About the project:
The project Strengthening Education and Health Services (EHS) is commissioned by the German Federal Ministry for Economic Cooperation and Development (BMZ) and implemented by Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH. Through EHS, GIZ Pakistan supports the Government of Khyber Pakhtunkhwa in improving access to quality education and health services, while promoting inclusive participation, local ownership and stronger community structures for improved service delivery and opportunities for vulnerable groups.