In recent years, the Government of Pakistan has taken notable steps to strengthen its relationship with overseas Pakistanis. Among these initiatives, the Roshan Digital Account (RDA) stands out as a major achievement. It has finally provided millions of Pakistanis living abroad with a modern, efficient and convenient method to manage accounts, invest in Pakistan’s financial sectors, and send remittances home. This initiative symbolizes a much-needed shift towards digital inclusion and has earned appreciation across the Pakistani diaspora worldwide. As an overseas Pakistani myself, I commend the government and the State Bank of Pakistan for launching the RDA. It has allowed account opening without physical presence, offered access to investment opportunities such as Naya Pakistan Certificates, and simplified financial connectivity for families living on opposite ends of the world. The RDA reflects trust and recognition toward overseas Pakistanis who contribute substantially to the country’s economy through remittances. However, while the framework of the RDA is progressive, certain practical challenges remain unresolved, creating barriers where there should be ease. One of the key challenges is related to the activation of debit cards issued under Roshan Digital Accounts. The Debit Card Activation Obstacle for Overseas Pakistanis After opening a Roshan Digital Account, many overseas Pakistanis apply for a corresponding debit card for everyday transactions during their visits to Pakistan or for online payments. Unfortunately, the process of activating this card is unnecessarily complicated. The activation code is sent only to Pakistani mobile numbers, not to international numbers. This means that unless one has an active Pakistani SIM registered under their own name, the debit card cannot be activated. For someone living abroad, this is not just inconvenient, but often impossible to resolve without physically coming to Pakistan. Even when one visits Pakistan, obtaining a local SIM card requires mandatory biometric verification, long queues at mobile service centres, and additional paperwork. I personally had to go through this exhausting process during my recent visit with my family, spending valuable time that could have been spent with loved ones or attending to important matters. This problem contradicts the very essence of the Roshan Digital Account, which is meant to provide flexibility and independence from the need for physical presence in Pakistan. The solution is straightforward and aligns with global digital banking standards:

• Allow debit card activation through international mobile numbers • Provide activation via secure email or verified online banking platforms • Introduce app-based OTP authentication, which is already widely used in modern banking systems

These adjustments would eliminate unnecessary hurdles and reinforce the government’s commitment to providing meaningful convenience to overseas Pakistanis.   Airport and Immigration Experience: A Matter of Respect and Representation The second issue concerns the treatment of passengers at immigration counters at Pakistani airports. This is an experience that shapes the emotional tone of one’s entire visit, because airports serve as the first impression upon arrival and the final impression upon departure. During my recent visit, while standing in a queue with my family at immigration, I observed staff allowing acquaintances, relatives or people with personal connections to jump the queue. These individuals were escorted straight to the front, ahead of those who had been patiently waiting. Such behaviour sends an unfortunate message: that rules are optional, fairness is negotiable, and personal influence carries more weight than public courtesy. For parents traveling with children, this is not only frustrating but disheartening. We try to raise our children with values of fairness, patience and respect for order. When they witness unfairness so openly, especially from uniformed officials expected to enforce rules—it creates confusion and disappointment. It weakens the dignity of the system and damages the image of the country for both citizens and international visitors. But beyond the queue for mismanagement, there is another issue that deserves attention: the interaction and demeanour of immigration staff. It is noticeable that many officers do not greet travellers, make eye contact, or offer even the simplest gestures of hospitality. They appear stern and silent, and sometimes even dismissive. A simple “Assalam-u-Alaikum,” a polite tone, or a small smile costs nothing, yet it can uplift the entire experience, especially for children. Politeness is not a cosmetic luxury—it is a form of national representation. At airports around the world, immigration officials are trained to be calm, professional and courteous. Their demeanour contributes to how visitors perceive the country. Pakistan, being a country known for warmth, generosity and hospitality in private life, should reflect the same in its public service culture. To address this, the government should:

• Provide mandatory hospitality and customer-service training to immigration officers • Encourage staff to greet passengers warmly, especially families and elderly visitors • Promote practices that treat every traveller with dignity and respect

A welcoming tone from immigration staff would create a positive and lasting impression, particularly for young children forming memories about their homeland. Introducing Special Queues for Overseas Professionals and Families To further improve the system, Pakistan should consider establishing special immigration counters for overseas Pakistanis, skilled professionals, senior citizens and families with young children. Many countries already have designated lanes that ensure efficiency while honouring the contributions and travel status of their returning citizens and guests. Such measures do not create hierarchy. They create order, efficiency, and respect. When overseas Pakistanis, who contribute billions of dollars annually in remittances, are treated with dignity and consideration at the very gateway of their homeland, it reinforces their emotional bond with Pakistan and strengthens national pride. The purpose of raising these issues is not to criticize for the sake of criticism. It comes from a place of genuine connection, responsibility and affection for Pakistan. We want our homeland to reflect the values we teach our children: fairness, kindness, discipline and respect. The Roshan Digital Account initiative demonstrates that Pakistan can innovate effectively. Now, the goal is to refine the mechanisms surrounding it and improve public service behaviour so that the overall experience resonates with dignity and efficiency. If Pakistan can take even small steps toward resolving these issues, it will not only facilitate ease for millions of overseas Pakistanis but will also strengthen Pakistan’s reputation on the world stage. Small decisions, better systems and courteous attitudes can make a world of difference. By addressing these concerns, we reaffirm that Pakistan is not only a nation with pride in its past, but a country confidently preparing for a better future.