automating the ombudsman
DESCRIPTION
To ensure proper public service and citizen feedback. The Ombudsman automated its operation to make it serve effectively and efficiently the public of KenyaTRANSCRIPT
Presented by Nixon Mageka Gecheo Chief ICT officer – Commission on Administrative Justice
AUTOMATING THE OMBUDSMAN
WHAT IS AN OMBUDSMAN ?
...“TRIBUNE PLEBIS”
IN KENYA, ROLE PLAYED BY COMMISSION ON
ADMINISTRATIVE JUSTICE (CAJ)The Commission investigates complaints received from members of the public against Government institutions, inter-governmental conflicts or on its own initiative may investigate any matter arising from the carrying out of an administrative action
Is independent, impartial and provides a free service
Investigates complaints when something has been handled badly or unfairly, making someone suffer as a result
THE CAJ HAS AUTOMATED THESE PROCESSES WITH…
Step 1 Public lodges Complaint with CAJ
Step 2 Complainant interviewed and requested
to provide supporting documents
Step 3 CAJ determines that issue is within
their mandate
Step 4 Issue is logged into CMIS and Assigned
to MDA Liaison
Step 5 MDA Seeks to Resolve Matter With
Complainant
Step 6 If Matter Not Resolved Within 20
working Days it Escalates within GOK
local redress
inte
grat
ed R
epor
t ce
ntre
complai
nt
in
preliminary analysis by
EACCKNCHRNCICCAJ
KNCHR
NCIC
NGEC
Others
Direct feedback/Information flow
inte
r-ag
ency
routi
ng
if
seek more inform/feedback
stopfeedback
EACC
re-routing
CAJStoop
INTEGRATED PUBLIC COMPLAINTS REFFERAL MECHANISM OBJECTIVES
Participating Agencies