karim

2. National Defence University Pakistan
Leadership & Change Management
March 24, 2014
Hina Habib
Muhammad karim
Lubna Khan

3. NADRA is one of the leading System Integrators in the global identification
sector and boasts extensive experience in designing, implementing and operating
solutions for corporate and public sector clients.
National Database and RegistrationAuthority (NADRA) is the largest IT
Company in Pakistan and employs a highly skilled work force of 11,100 technical
and management personnel.The company has maintained its position among the
top fifty companies of the world in the field of secure document solution
integration(by IDWORLD magazine) in 2005 and 2006.
In 1973, in a parliamentary session, Bhutto stated in parliament to the people of
Pakistan, "due to the absence of full statistical database of the people of this
country, this country is operating in utter darkness.The government starts issuing
the National Identity Card (NIC) numbers to its citizens and began performing
government databases of the people in the government computers.

4. NADRA was established on 10 March 2000 by merging Directorate General of
Registration Pakistan a department created under 1973 constitution with National
DatabaseOrganization (NDO), an attached department under the Ministry of
Interior, Government of Pakistan created for the 1998 cencus.
NADRA launched the Multi-Biometric National IdentityCard project developed
in conformance with international security documentation issuance practices in
the year 2000.The program replaced the paper based Personal Identity System of
Pakistan that had been in use since 1973.
Introduction

5. MissionStatement
“To create and maintain a secure, authentic and dynamic database that
comprehensively covers the demographic, geographic, social and statistical
aspects of the citizens of Pakistan and provide to our own and foreign
governments effective homeland security solutions and assistance in good
governance.We shall develop ourselves as a ‘LearningOrganization’ in a culture
that fosters creativity, innovation, commitment, dedication, continuous
improvement and a desire to excel by its employees”.
Vision Statement
• Become a World Class, leading Solution Provider in all areas of
Homeland Security.
• Develop Human Potential that is considered the best in the word.
• Register all Pakistani Residents and Citizens by 2008.
• Become a World Leader in Technology Development.
• Develop System Integration excellence to implement and integrate
proven, state-of-the-art technologies to achieve specific business
objective.

6. Company way of working
Strategy of working with International, Local, corporate clients
Clients Projects
Ministry of Interior National Identity Card System
Directorate General of Immigration and Passports Multi-Biometric Card System
National Highway Authority e-Toll System
Benazir Income Support Program
1. MNA/MPA/Senator Forms Processing Project
2. Emergency Relief (ER) for IDPs Project
3. Smart Card Project
4. World Bank Scorecard Survey Project
Earthquake Reconstruction & Rehabilitation Authority ERRA
UNHCR Pakistan Registration of Afghan Refugees

7. Clients Projects
Government of Sudan Civil Registration Project
Government of Kenya Passport Issuing System
Government of Bangladesh High Security Driver’s License
Government of Nigeria
Government of Sirilanka
National Identity Management System (NIMS)
ID card project
Sector Companies
Telecom Mobilink, Ufone, Telenor…
Financial Institutions Barclays, Royal Bank of Scotland, Standard Chartered,Allied Bank,
Utility Bill Companies PTCL, IESCO, SNGPL, SSGPL…

8. •Bureau of Policy Research and Development
•Directorate General Civil Defense
•Directorate General of Immigration and Passport
•Directorate General Federal Investigation Agency
•National Police Academy
•National Police Foundation
•National Database & Registration Authority
•Civil Armed Forces
•National Police Foundation
•Narcotics Division

9. Computerized National Identity Card (CNIC)
CNIC (Computerized National Identity Card) is the core product of NADRA issued to a
valid/legitimate citizen of Pakistan. It is a blend of state-of-the-art technology and well-
defined business rules to guarantee its authenticity and validity. Every genuine, 18
Years and above, citizen of Pakistan is eligible for CNIC
National Identity Card for Overseas Pakistanis (NICOP)
NICOP (National Identity Card for Overseas Pakistanis) is a registration document to
be issued to a valid/legitimate citizen of Pakistan. Previously it was issued to overseas
Pakistanis working/living/staying/studying abroad for consecutive time period of six
months or possessing dual nationalities but now it can be issued to any citizen of
Pakistan.

10. Smart National Identity Card
NADRA introduced the Smart National Identity Card (SNIC), Pakistan's first national
electronic identity card, in October 2012. Pakistan's SNIC contains a data chip and 36
security features.The SNIC complies with ICAO standard 9303 and ISO standard 7816-4.
The SNIC can be used for offline and online identification, voting, pension disbursement,
social and financial inclusion programs and other services. NADRA aims to replace all 89.5
millionCNICs with SNICs by 2020.
Pakistan Origin Card (POC)
The POC program endeavors to provide eligible foreigners with unprecedented incentives
to get back to their roots, while ensuring that the motherland remains tightly integrated
with expatriates worldwide which includes
Visa-free entry into Pakistan.
Indefinite stay in Pakistan.
Exemption from foreigner registration requirements.
Permission to purchase and sell property.
Right to open and operate bank accounts.

11. Pakistan Passports
NADRA Multi-Biometric e-Passport solution uses overt and covert security features on the
data page supported by most sophisticated technology and business logic which makes it
one of the most modern passports of this era. NADRA has developed expertise in
centralized and decentralized e-Passport solutions to incorporate any feature as per clients’
specifications including integration of 4K, 8K, 32K, 64K, 72K RFID chip,Ghost Images, and
Latex Screen printing.
Child Registration Certificates (CRC)
Child Registration Certificates is a registration document used to register minors under the
age of 18 years.
Family RegistrationCertificates (FRC)
Family Registration Certificates are documents issued to nationals of Pakistan highlighting
the family tree structure of the applicant.

12. 1973
2010
2002

14. Family Registration
Certificates
Children Registration
Certificates
Birth and Death
Certificates

15. PURPOSEOFTHECHANGE
Good Governance
Law enforcement and national security
Efficient social support
To make Islamic Republic of Pakistan a country where rule of law
reigns supreme; where every Pakistani feels secure to lead a life in
conformity with his religious beliefs, culture, heritage and customs;
where a Pakistani from any group, sect or province respects the
culture, tradition and faith of the other, where every foreign visitor
feels welcome and secure.

16. NADRA help the Security forces to eliminate such types of threats.
Islamabad Security Project
Integrated Border Management System
Terrorism
Kidnaping
High security threats
Internal security holds pivotal place in national security policy of any
country. Pakistan faces extensive internal threats and challenges to
its physical and human security, which arise mainly out of
intolerance, extremism, militancy and terrorism – both in the non -
urban and urban areas. Criminal corruption and societal crimes
further compound the problem. On the whole, these threats hamper
prosperity of the people and progress of the state.

17. Benazir Income Support Program
NADRA and BISP registration offices have been setup in relief camps on the
directives of the President and Prime Minister to register the deserving women for
Rs.1000 monthly stipend.
Pakistan Cards
The National Database and Registration Authority (NADRA) has announced the start
of its relief operation in order to issue Pakistan Cards (PCs) to flood and rain-hit
families.

18. Change Management
the main role of NADRA’s change management initiative was to achieve complete
turnaround and transformation of a semi government organization into dynamic,
customer-driven, technologically advanced self-reliant IT Company:
NADRA specializes in change management and business process re-engineering of
public and private sector.The successful and seamless paradigm shift from “form
based data acquisition” and “manual registration system” to “interactive data
acquisition” (Citizen Registration Project of Pakistan) proves NADRA’s capability
and urge to continuously improve its processes, systems and procedures. In
addition, NADRA is the first government authority to introduce a paperless office
environment by implementing work flow solutions.

19. Internal/External forces
Employees
Organizational environment
Misuse of power
Employees’ unions
•External environment
•Government polices
•Political instability
•Latest technology
•Proximity of centers
•Growing population

20. CRITERIA FOR CHANGE
NADRA is one of the few companies in Pakistan that have succeeded in a
revolutionary turnaround achieved primarily through cultural change. Following
changes have shaped NADRA’s existing culture are as follows:-
Planned Changes
Change in Business Model
In-house competence development
Change in Mission andVision
Accidental Changes (National & International Business Expansion)
PTA
NGOs In Pakistan
Project with Nigerian government
Verification of voters thumb prints after election 2013
Mobile companies in Pakistan
Corporate with ISI, FIA, ANF ,CAA, PIA, AIRBLUE, Ministry of defense, HEC
Pakistan

21. WAY OF CHANGE&PLANNING / STAGES
Change was accomplished by changing the core culture of the company, and by
the courage and ability of its leaders. Change was achieved through:
building the implementation plans; Planning, monitoring and controlling the software
improvement practices
Leading the organization to achieve its goal by Strong Leadership.
In-house Capability Development
Innovation
Management Control systems are kept very tightly integrated,
Power Distance is kept high
Entrepreneurial spirit
Open communication channels

22. ORGANISATION OF RESOURCES
Government of Pakistan
Corporate sector
Internal Business clients
External Business Client, asking for products that
conform to international standards.

23. HURDLES
Initially the top change hurdles in NADRA were:
Ineffective change sponsorship from senior leaders, as the members of the senior
management was changing from time to time.
Slight resistance to the change from employees, as they are not used to working
in an process efficient environment:
For the IT Professionals, there was a Lack of understanding of why the change is
happening.In NADRA there was Long-tenured employees unwilling to support the
change.
Poor support and alignment with middle management
Initially there was a Lack of change management resources and planning
especially before the implementation of CMMI, a model for process improvement
i.e. there was the lack of a formal change management approach and the lack of
change management knowledge within the team.

24. TIME LINE
2000
The National Database and RegistrationAuthority (NADRA) was established in
2000 to undertake the demographic and geographic data of Pakistan and its
citizens.
2005
NADRA has been placed amongst theTop 50 e-PassportTechnology Suppliers for
5 consecutive years in IDWorld Magazine, for 2005, 2006, 2007, 2008 and 2009
published byWise Media, Italy. NADRA is amongst the 3 companies selected from
Asia andAfrica on the list.
2007
NADRA was honored with the “OutstandingAchievement Award” at CARDEX
Middle East in Cairo, Egypt

25. 2006
NADRA has been awardedThe Merit Exporter Award by Federation of Pakistan Chambers
of Commerce & Industry (FPCCI) in 2006 for achieving export of homeland security
solutions in the international market.
2009
Deputy Chairman NADRA, Mr.Tariq Malik was awarded ID Outstanding Achievement
Award on November 3, 2009 in Milan at an exclusive ceremony during the eighths ID
WORLD International Congress, the Global Summit on Automatic Identification. Mr. Malik
was selected out of 250 people from 75 countries by international voting of editorial board
consisting of CEOs of fortune 500 companies
2010
NADRA Achieves ISO 9001:2008 Certification
This certificate as an outstanding achievement attained as an outcome of consistent
efforts by dedicated NADRA teams.
2012
NADRA has achieved CMMI Level III Certificate

26. 2014
Today, NADRA has become one of the leading organizations in the IT Industry
and is well recognized internationally.

27. Lack to public regarding importance of NDRA, for that NDRA should take strategic step e.g
provide awareness to general public by localization of office in rural as well urbane area of
Pakistan . NDRA should step in mobile adverstiment and provide facility to local people to
accesss easily.
Corruption is most critical factor in NDRA ,this is result from organizational culture , it need
to quick take action bring change by following the kooter,s eight step for successful change
implementation NDRA should educated it experienced employees by making them educated
regarding the incoming change , faired to those employees whose do not fresh and effective
culture which totally reject the term corruption .
IMPLEMENTATION

28. NDRA Need empower to it’s employees to bring new ideas which helps in being
successful in projects with local and international clients ,and it is only possible to
reduce weakness and kill it threats , after that train the employs to act for future
responsibility , and be more active in their jobs
NDRA immedialy needs to enhance it cooperation in inside and out side its culture
in by understanding new trends in information technology

29. Evaluation Section
 Interesting (Funny)
 Innocent Customers
 VIP Culture
 Data Entry Faults
 Catching theThieves
 ThroughTechnology
 Finger Identification Printing System
 Facial Recognition
 Through procedures
 Through PsychologicalTricks
 Serious
 Corruption (2nd Least Corrupted in Pakistan)
 Data Security
 Ethical Cases
Storie

30. Problem Areas
Problem Areas
 General Public
 Lack of Public Awareness
 Initial mindset regarding NADRA
 Customers
 Unsatisfied Customers
 Forms with Objections
 Strategic Issues
 Lack of Compatibility and Coordination between the old
and New Setup
 Setup has to Support itself
 IS & Operation Factors
 Infrastructure
 Gaps in Information Sharing

31.  Other Problems
 Lack ofTraining
 Documentation
 Culture
 Within NADRA & Outside
 Corruption
 Sincerity with work
 Fake ID Cards
 Privacy
 Ethics
Problem Areas