Processing applications and certificates
hayaterp.com ↗Process citizens' applications in Hayat Civic — the applications queue with my queue and overdue filters, counter applications for walk-in applicants, the application page with its stage tracker, answers and documents, forwarding, returning for correction, rejecting and approving, assigning, notes shown or hidden from the citizen, site inspections with result, photos and map location, fees at the counter and pay links, the AI summary, issuing the certificate or licence, renewing and revoking certificates, and stage SLAs.
Processing needs civic.process (and membership of the stage's department, when it lists members); civic.manage can act at any stage.
The applications queue
Open Applications. Each row shows the tracking number (GOV-…), the service, the applicant, the current stage and its department, the stage's and the overall due dates, the fee and whether it is paid, who it is assigned to and where it came from (portal or counter).
Filter by Status, Service and Department, search by number or name, and tick:
- Mine — applications assigned to you or waiting at a stage of your departments;
- Overdue — past the stage's or the service's SLA.
| Status | Means |
|---|---|
| Draft | Being filled; not yet submitted |
| Submitted | Waiting for the fee (when the service needs payment first) |
| In process | Moving through the stages |
| Returned | Sent back to the applicant for correction |
| Approved | All stages passed; ready for the certificate |
| Rejected | Refused with a reason |
| Issued | Certificate or licence issued |
| Withdrawn | Withdrawn by the citizen before paying |
Counter applications
For someone who comes to the office, open Counter application:
- Choose the Service.
- Fill the Applicant name, Phone and CNIC.
- Fill the form — the same questions as on the portal — and the Site location if the service asks for one (Pick on map or 📍 Use my location).
- Upload the required documents.
- Save draft, or Submit. If something required is missing, Hayat lists it.
The application page shows its tracking link to give the applicant. Take the fee with Record counter payment on the application.
The application page
The page shows the stage tracker (done, current and coming stages with their departments and SLA), the answers, the required documents with which are uploaded, the documents, inspections, the fee, the history and, once issued, the certificate.
Answers can be edited while the application is a draft or returned (Edit, Save answers). + Document uploads a file for one of the required documents or file fields.
Assign (or Assign to me) puts the application in one officer's queue. + Note adds a note to the history; tick Show on the citizen's tracking page if the citizen should see it.
Act on a stage
| Button | What happens |
|---|---|
| Forward | Moves to the next stage (with an optional note); after the last stage the application is Approved. A stage marked inspection needs an inspection with result Pass first. An unpaid application of a service that needs payment first cannot be forwarded |
| Approve | Approves at the last stage — civic.manage may approve at any stage |
| Return | Sends it back to the applicant with a Note saying what to correct (required). The citizen fixes it and submits again, and it continues at the same stage |
| Reject | Refuses it with a Reason (required), shown to the citizen |
Every action is kept in the history with who and when. Ticking Show on the citizen's tracking page puts the note on their page too. With the Application update reminder on, the citizen gets a message when the application is returned, approved, rejected or issued.
Stage deadlines. Each stage has its own SLA days. When a stage runs late, the department's head (or the civic admins) is notified once; when the service's overall SLA passes, the application is marked breached. The SLA compliance report shows how each service does — see Reports.
Inspections
On a stage that needs a site visit press + Inspection:
| Field | Fill |
|---|---|
| Date, Inspector | |
| Result | Pending, Pass or Fail |
| Findings | What was seen |
| Location | Pick on map, or 📍 Use my location on site |
Then add photos (up to 20 per inspection). Photos and documents open only for signed-in staff.
Fees
The fee section shows the fee, paid and due, and the Sales invoice number.
- Record counter payment: Amount, Method (Cash, Card, JazzCash, Easypaisa, Raast, Bank transfer, Cheque or Pay order), Reference (for card, cheque and transfer), Date. It is a Sales receipt against the fee invoice.
- Pay link makes an online payment link to send the applicant. Citizens can also pay from their tracking page or the portal.
If the service needs payment first, a paid application moves from Submitted into the first stage by itself.
AI summary
✦ AI summary reads the application and suggests a short summary, the key facts, concerns and what to check next. Fields marked personal, names, phones and ID numbers are never sent to the AI. It needs Hayat AI to be on and AI credits; see AI features. The decision is always the officer's.
Issue the certificate
When the application is Approved and the fee is fully paid, press Issue certificate:
- Check the Title and the Body — leave the body blank to use the service's template with the answers filled in.
- Check the Issued on date.
- Press Issue certificate. The application becomes Issued and the certificate gets a number (
CRT-…).
PDF opens it for printing. The citizen downloads it from the portal and their tracking page, and anyone can check it by its QR code.
Certificates and licences
Certificates & licences lists every certificate: holder, title, issued, valid until, status. Filter by Status and Service, search, and use Expiring within (days) to see licences coming up for renewal.
| Status | Means |
|---|---|
| Valid | In force (the check page says expired once it passes its validity date) |
| Revoked | Withdrawn with Revoke and a Reason (civic.manage) |
| Superseded | Replaced by a renewal |
Renew makes a renewal application — a draft with the answers copied from the original; the documents are uploaded again and the service's renewal fee applies. Issuing it supersedes the old certificate. Citizens can renew from the portal too, and get the Renewal due reminder before expiry if it is switched on.