In Pakistan, the phrase public servant has become almost ironic. Judges, doctors, police officers, clerks, and even low-ranking security staff often behave not as servants of the people but as masters. A citizen who approaches with a request, complaint or problem is more likely to be dismissed, ignored or humiliated than assisted. This behaviour erodes trust in public institutions and leaves ordinary people feeling marginalised and helpless.

Having lived in the UK, I have seen a striking contrast. There, public officials in healthcare, local councils or policing may not always resolve a problem immediately but they treat citizens with a level of courtesy, respect and dignity that is taken for granted in daily interactions. For instance, if a person approaches a council office with a query, the staff listens attentively, provides clear guidance and follows up on promises. In hospitals, even if there are delays or limitations, patients are acknowledged politely, their concerns documented, and explanations offered. Police officers are trained to communicate........

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