Established in 2014, the Special Monitoring Unit (SMU) lends support to the relevant government departments in defining parameters for roadmaps, milestones, timelines, and trajectories to achieve radical improvements in service delivery. SMU assists in timely implementation of development projects and provides a platform for problem resolution through a process of stakeholder consultations to overcome potential roadblocks by adopting a proactive monitoring and evaluation approach. The SMUs regular quarterly progress reviews of all departments, supplemented by progress reports, have aided in identification of specific challenges to maintain focus on delivery agendas. SMU facilitates the common man by ensuring prompt resolution of complaints and grievances lodged at the Complaint Center, and analyzes data obtained from the complaint center to improve respective departments’ performance. The formulation and implementation of communication strategies that effectively communicate government policies to the public is another key component of SMU’s mandate. SMU has become a key component for facilitating reforms in governance, streamlining department’s functioning, and bringing about a paradigm shift in the way the Government of the Punjab works.