Ombudsman resolution rate at 31%

60% of cases pending Ministries, departments fingered for delays

While the Ombudsman has always been slammed for delayed resolution of cases, Justice Minister Machana Ronald Shamukuni has pointed fingers at ministries and departments. The minister was presenting the budget estimates for the 2023-2024 financial year for the Office of the Ombudsman to the Committee of Supply in Parliament last week.

He shared that during the 2022-2023 financial year, the Office of the Ombudsman registered 695 new complaints as at January 10. Out of this total, 216 complaints were resolved, representing a 31% resolution rate.

He further stated that as at December 2022, there was an additional cumulative backlog of 447 complaints brought forward from previous years. From that total, 296 complaints were completed leading to a resolution rate of 66% on the complaints brought forward.

“The total caseload for the financial year 2022–2023, that is, the total number of new cases plus those carried forward from previous years was 1,074 of which 428 cases were completed, representing an overall resolution rate of 40% as at January 10.

“Delayed responses and non-responsiveness from ministries and departments account for the observable low-resolution rate. Engagement with accounting officers, however, has improved resolution of backlog from 47% last year to 66%,” he said.

The minister said heads of Department were addressed, to share with them information on best administrative practices or principles of good public administration. This, he said, is intended to prevent the commissioning of maladministration by public officials thereby reducing the number of complaints reported and investigated by the Ombudsman.

“In this regard, the following was covered: DHMT Southern (Kanye), Central Transport Organisation (Gaborone), DHMT Francistown, Department of Veterinary Services (Francistown), DHMT Mahalapye, South East District Council, Kgatleng District Council, Ngwaketse Land Board, Tlokweng Land Board and Rolong Land Board,” he said.

In line with its primary mandate to resolve complaints of maladministration made against government and its agencies, Shamukuni said the office held meetings with accounting officers to discuss and find solutions to cases emanating from their ministries and departments.

“To this end, meetings were held with the Ministry of Health, Ministry of Local Government and Rural Development, Tonota Sub District Council, Tutume Sub District Council, Ministry of Lands and Water Affairs, Ministry of Education and Skills Development, Ministry of Agriculture, Administration of Justice, Botswana Police Service and the Ministry of Transport and Communication,” he said.

The minister said traditional methods of communication such as kgotla meetings and exhibitions proved to be less effective as fewer people attended kgotla meetings. He said the highly impactful modern communications are accessible to many, especially the youth and it would be of great importance to adopt them. “During 2023-2024, the office will enhance the use of these mediums of communication as well as the inclusion of advertisements on radio and television at both public and private stations. The Ombudsman’s social media page will be enhanced to share information with various demographics, as well as create an interactive platform where customers could get feedback in real-time.

The visits to schools will be enhanced, targeting hard-to-reach areas where modern communication is not available. More interactive meetings with accounting officers will be held, covering even more ministries and agencies to resolve cases pending before the Ombudsman and entrenching understanding on the important function of the office,” he said.

The minister said the Office of the Ombudsman, to deliver services in a more efficient and accessible manner, embarked on an exercise for automation of its processes in the financial year 2022-2023 through the development of a Case Management System and procurement of related hardware.

The development of case management is undertaken jointly with the Industrial Court, Department of Labour and Competition and Consumer Tribunal under the supervision of the Government Online office.

“The development of the Case Management System is expected to be completed by April 3 with the training of trainers on the system scheduled to commence on March 13-17 for five working days.

Training of trainers will then be followed by End User training on May 3. The Office of the Ombudsman, on the other hand, continues to conduct change management sessions with users to ensure a seamless transition from the manual to the computerised operations of the office. The Go-live of the Case Management System is pencilled for May 1,” he said.