Automating the ombudsman
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Transcript of Automating the ombudsman
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