THIS is with reference to the report `New pension rules eliminate banl(s` administrative role` (Sept 9) regarding the Pal(ID app introduced by the National Database and Registration Authority (Nadra) to replace the semi-annual life certificate requirement. While the intent to digitalise and eliminate banl( bottlenecks is positive,the execution has created a nightmare for senior citizens.

The app is fundamentally flawed. Despite trying for over 10 days under optimal lighting and using auxiliary light sources, the said app repeatedly errors out with a `Not enough light` alert. Pensioners who fail app verification are forced to visit a district account office or pension facilitation centre for a manual Form 10 life certificate.

This fallbacl(is far worse than the original system. Navigating unfamiliar, unpublicised district account office locations is exponentially more stressful and time-consuming for senior citizens than simply visiting their local banl( branch used to be.

The authorities concerned must act to either fix the app`s lighting and biometric recognition parameters, or come up with a streamlined and accessible alternative.

Lt-Col (retd) Mukhtar Ahmed Butt Karachi