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