Not because of missing documents.
Not because of unpaid duties.
Because of a departed employee’s login credentials.
Here’s the full story-and how Glavik solved it.
Mayo Hospital Lahore-Pakistan’s largest and oldest government hospital, serving millions of patients annually-had critical medical equipment arrive at Allama Iqbal International Airport,Lahore.
The shipment was ready. The duties were payable. The hospital needed the equipment.
But customs clearance through Pakistan Single Window (PSW) was locked.
Why?
The PSW User ID registered against Mayo Hospital’s NTN (FTN10000013….) belonged to Mr.Noman Azhar-their former Budget & Accounts Officer-who had since been transferred out of the hospital.
No active PSW credentials = no customs declaration = no clearance = shipment stuck.
Mayo Hospital’s administration was stuck in a bureaucratic maze across three institutions: FBR,PSW,and NADRA-each requiring the other to move first.
This is exactly what Glavik exists for.
We didn’t just file paperwork. We mapped the entire institutional dependency chain and executed it step by step:
- FBR Form 181 Update-We initiated the process of updating Mayo Hospital’s registered authorized person on FBR’s system, replacing the previous officer’s details with the newly designated Director Finance, Ms. Sana Munir.
- NADRA Biometric Verification-Ms.Sana Munir completed biometric verification at a NADRA eSahulat center (CNIC:35202019…. ,Verified:20-06-2026)-a mandatory step before PSW credentials could be issued.
- Mayo Hospital CEO Authorization Letter-We coordinated with Mayo Hospital’s administration to issue a formal letter (No. Acct/CEO/2216/MH, dated 21-04-2026)addressed to PSW’s Manager (Customer Support), requesting deactivation of the old user ID and creation of new credentials for the Director Finance.
- PSW Credential Reset-Using our established references at Pakistan Single Window,we facilitated the reset of the username and login credentials, linked to Mayo Hospital’s active NTN and FBR registration.
- Customs Clearance-With PSW access restored, customs declaration was filed and the shipment was cleared.
Total institutions navigated: 3 (FBR, NADRA, PSW)
Total process steps: 5
Result: Medical equipment released and on its way to Pakistan’s busiest government hospital.
At Glavik, we don’t just move cargo. We remove the obstacles thatย stop it from moving.
This is healthcare logistics consulting at its most critical-where bureaucratic delays aren’t just business problems. They’re patient care problems.
If your medical equipment import is facing regulatory, PSW, DRAP,or customs barriers-let’s talk.
4Drop a message or visit www.glavik.com
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3 Institutions Navigated |
5 Process Steps |
Cleared Shipment Status |
Served Patient Impact |
Background
Mayo Hospital Lahore is Pakistan’s largest government hospital, established in 1871, located at Nila Gumbad, Lahore. Registered with FBR under National Tax Number FTN10000013….(Reference No. 9020..) and regulated under the Ministry of Health, Mayo Hospital serves hundreds of thousands of patients annually across all major medical disciplines.
In April 2026, a consignment of critical medical equipment arrived at Allama Iqbal International Airport,Lahore-destined for the hospital’s patient care operations. The cargo was physically present, duties were assessable, and the hospital was ready to receive it.
What should have been a standard customs clearance process became a bureaucratic impasse.
The Problem
A Locked Digital Door
akistan Single Window (PSW)-the government’s integrated trade facilitation platform-is mandatory for all customs declarations. Every importer must have an active, verified PSW User ID linked to their FBR National Tax Number (NTN) to file a Goods Declaration (GD) and obtain customs clearance.
Mayo Hospital’s PSW access had been registered under the credentials of Mr. Noman Azhar,the hospital’s former Budget & Accounts Officer (CNIC: 35202-2902….-5, Cell: 0321-452….).Mr. Noman Azhar had since been transferred out of Mayo Hospital and was no longer employed there.
This created a critical failure in the digital chain:
- The PSW User ID was active but inaccessible-credentials known only to the departed employee.
- No alternative authorized user existed in the system.
- Without PSW access, no Goods Declaration could be filed.
- Without a GD, customs clearance was legally imnpossible.
- The medical equipment sat at the airport warehouse, accruing storage charges, while the hospital waited.
It wasn’t a missing document. It wasn’t an unpaid duty. It was aย usernameย and password that had walked out the door with aย former employee.
Why This Was Complex
A Multi-Institution Dependency Chain
Resolving a PSW credential issue is not a single transaction. It requires sequential action across multiple government institutions-each with its own procedures,timelines,and requirements. The chain works like this:
| Step | Institution | Requirement |
| 1 | FBR(Federal Board of Revenue) | Update Form 181-change the authorized representative on FBR’s taxpayer profile |
| 2 | NADRA | Biometric Verification of the new
authorized person at eSahulat center |
| 3 | Mayo Hospital Administration | CEO authorization letter formally
requesting PSW user transfer to new officer |
| 4 | Pakistan Single Window (PSW) | Deactivate old User ID, create new credentials for Ms. Sana Munir,Director Finance |
| 5 | Pakistan Customs/WeBOC | File Goods Declaration via PSW and
complete customs clearance |
Each step was a prerequisite for the next. Without FBR Form 181 updated, NADRA biometrics meant nothing. Without NADRA verification, PSW would not issue credentials. Without PSW credentials, customs could not be filed. The chain had to be executed in exact sequence.
Glavik’s Intervention
Step 1:Mapping the Problem
When Mayo Hospital approached Glavik, the situation appeared overwhelming to them-multiple government portals, conflicting requirements, and no clear roadmap. Glavik’s first task was to audit the entire dependency chain and identify the precise sequence of actions required.
We confirmed: the root issue was FBR Form 181. That was the starting point. Everything else would follow.
Step 2: FBR Form 181 Update
Form 181 is FBR’s taxpayer profile amendment form-it governs who is the authorized representative of a registered entity. Mayo Hospital Lahore (NTN: FTN10000013….5, Ref:9020806-7,registered 04-Oct-2016 under RTO Lahore) needed to formally replace Mr. Noman Azhar with Ms. Sana Munir Chohan as the authorized person for customs and LC correspondence.
Glavik guided Mayo Hospital through the form submission process and used established references at FBR’s RTO Lahore to expedite the processing-avoiding the weeks-long standard queue that would have further delayed the shipment.
Step 3: NADRA Biometric Verification
Once FBR Form 181 was processed, PSW requires biometric verification of the new authorized person through NADRA’s eSahulat network-confirming the individual’s identity against their CNIC.
Ms. Sana Munir Chohan (CNIC: 35202….304) completed her biometric verification on 20-06-2026 at 15:24:58. The NADRA eSahulat receipt (Application ID: 108…0, eSahulat ID:8..04) confirmed Verified status-valid until 20-08-2026.
Service charges: PKR 200. This one-step verification, which takes minutes physically, had been the missing link holding up an entire shipment.
Step 4: CEO Authorization Letter
In parallel,Glavik coordinated with Mayo Hospital’s administration to obtain a formal CEO authorization letter-a mandatory document PSW requires before transferring User ID access.
The letter (No. Acct/CEO/2216/MH, dated 21-04-2026) was addressed to The Manager (Customer Support),Pakistan Single Window,2nd Floor,Customs House, McLeod Road,Karachi,and signed by the Chief Executive Officer of Mayo Hospital Lahore.
It formally requested: (1) deactivation of Mr. Noman Azhar’s existing PSW User ID, and (2)creation and assignment of a new PSW User ID for Ms.Sana Munir,Director Finance-authorizing her to operate PSW for all LC-related correspondence and allied matters.
Copies were forwarded to the Chief Operating Officer,Director Finance,and Additional Medical Superintendent (P&D) of Mayo Hospital-ensuring internal alignment and audit trail.
Step 5:PSW Credential Reset & Customs Clearance
With all prerequisites complete-FBR Form 181 updated, NADRA biometric verified, CEO letter submitted-Glavik leveraged its direct references at Pakistan Single Window to facilitate the credential reset.
The new username and login credentials were issued to Ms. Sana Munir Chohan as per the contact details provided by Mayo Hospital. With active PSW access restored, the Goods Declaration was filed and the shipment was released from the airport.
The Result
| Before Glavik | After Glavik |
| Medical equipment stuck at Lahore airport | Shipment cleared and delivered to hospital |
| PSW access locked-no authorized user | New PSW credentials active under Director
Finance |
| FBR profile linked to departed employee | FBR Form 181 updated with current authorized
person |
| No NADRA biometric on file for new officer | NADRA biometric verified (20-06-2026) |
| Growing airport storage charges daily | Storage charges stopped. Hospital ready to operate equipment |
KEY INSIGHT
In Pakistan’s healthcare sector, the biggest risk to medical equipment delivery is not physical – it’s procedural. One outdated login credential at a government portal can hold up millions ofrupees oflife-saving equipment and delay patient care by weeks.
This case demonstrates that healthcare logistics is not just about moving cargo from A to B. It is about navigating the complete regulatory, institutional, and procedural ecosystem that governs medical imports in Pakistan.
Most logistics companies hand the client their Goods Declaration number and walk away. Glavik stays in the room until the equipment is cleared-even if that means sitting across from FBR officers, walking a hospital’s Director Finance through NADRA biometric centres,and holding PSW on the phone for hours.
About Glavik
Glavik is Pakistan’s only dedicated healthcare logistics company, specializing exclusively in medical equipment imports, pharma & life sciences cold chain, dangerous goods (DG) handling,
turnkey hospital setups, and regulatory compliance across DRAP, PNRA, PTA, ANF,and WeBOC/PSW.
Notable clients: Canon Medical Japan |Shaukat Khanum Hospital |Indus Hospital | Mayo Hospital Lahore|Zoll Medical|Serene Air|CCL Pharmaceuticals
Headquartered at Landmark Plaza, Jail Road, Lahore, Pakistan
www.glavik.com|hq@glavik.com|+92 321 4591020