Strategic Planning for Ombudsmen Namibia: A Case Study A presentation by Dean Gottehrer and Bience G

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Strategic Planning for OmbudsmenNamibia A Case
StudyA presentation byDean GottehrerandBience
Gawanas
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10-step Strategic Planning Process

• 1. Initiate and agree on strategic planning
  process.
  
• 2. Identify organizational mandates.
• 3. Clarify mission and values.
• 4. Assess external and internal environments.
  (SWOT analysis)
  
• 5. Identify strategic issues.

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Strategic planning process continued

• 6. Formulate strategies and plans to manage
  issues.
  
• 7. Review and adopt strategies and plans.
• 8. Establish effective vision. Back to the
  future.
  
• 9. Develop effective implementation process.
• 10. Reassess strategies and planning process.
• Adapted from Strategic Planning for Public and
  Nonprofit Organizations, by John M. Bryson,
  Jossey-Bass, 1995.

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The Office of the Ombudsman of Namibia
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Ombudsmans Mandate

• Receive and investigate complaints relating to
• Maladministration in the public sector
• Corruption in the public sector
• Violations of fundamental human rights and
  freedoms in public and private sectors
  
• Environment and natural resources of Namibia.

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Mission Statement

• The Office of the Ombudsman of Namibia strives to
  promote and protect human rights, fair and
  effective administration, combat corrupt
  practices and protect the environment and natural
  resources of Namibia through the independent and
  impartial investigation and resolution of
  complaints and through raising public awareness.

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Value statement

• Staff are required to embrace these values
• Integrity Honesty, avoidance of conflict of
  interest, loyalty.
  
• Impartiality Objectivity.
• Fairness Non-discrimination.
• Respect Treat everyone with dignity and
  courtesy, recognize rights of others.
  
• Empowerment Help people find solutions.

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Strengths

• Computerized case-management system
• Procedures manual
• Adequate, centrally located offices
• Established in Constitution with clear
  independence
  
• Strong leadership and committed staff
• Cooperation with donors

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Weaknesses

• Insufficient staff, limited capacity building
• Lack of job descriptions, performance criteria
• Flawed organizational structure
• Lack of clarity and common perspective about some
  areas of the Ombudsman Act
  
• Inadequate procedures for dealing with in-house
  delays and agency responses
  
• Insufficient expertise and investigative skills
• Lack of investigative report writing knowledge
• Limited public awareness, outreach

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Opportunities

• Government support and assistance
• Generally favorable climate to develop office
• Constitutional establishment of office
• Government anti-corruption initiatives
• Support from Parliamentary standing committee
• Training opportunities
• Media support
• Office recognition by community
• Donor support

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Threats or challenges

• Uncertainty regarding funding
• Rationalisation
• Diminished political support
• Loss of credibility
• Lack of cooperation from institutions complained
  against
  
• Vastness of country
• Lack of regional presence

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Strategic objectives

• Provide a professional service that is equitable
  and accessible by all people
  
• Undertake thorough and impartial investigations
• Encourage a supporting and trusting work
  environment that promotes open and effective
  communication
  
• Educate people about their rights and the role of
  the Office
  
• Strive to be respected, valued and recognized by
  acting according to our own values

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Strategies and implementation

• Resources the office needs to fulfill its
  mandates and how they should be organized
  
• Funding required by office to fulfil its needs
• Ensure accessibility and improve understanding of
  the offices role and functions
  
• Address shortcomings and achieve common
  understanding of the Ombudsman Act to develop
  internal procedures and policies to improve
  performance
• Maintain and strengthen office independence and
  understanding and support of Ombudsmans role and
  functions from government and political leaders

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Resources

• Obtain staff resources according to needs
• Appropriate staff organization, job descriptions
• More posts, obtain funding, fill posts
• Build capacity of existing and new staff
• Develop in-house training, budget for additional
  training
  
• Identify available technical assistance
• Acquire and/or upgrade equipment
• Determine needs, develop budget, make requests

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Funding

• Ensure that needs are adequately met
• Review budget to meet targets
• Plan appropriately to ensure optimal use of
  available resources
  
• Develop and set priorities for short-, medium-,
  and long-term budget plans
  
• Identify essential non-core initiatives for
  possible external funding

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Accessibility and improved understanding of the
office

• Develop regional presence
• Increase number of investigators
• Visit regions regularly to receive and
  investigate complaints
  
• Make office easier to reach
• Produce and disseminate information and
  materials
  
• Collaborate with community organizations
• Use media for publicity

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The Ombudsman Act

• Amend act if necessary and ensure that all staff
  have same understanding of its provisions
  
• Identify shortcomings, develop amendments,
  consider drafting regulations, arrange in-house
  workshop to discuss act
  
• Develop internal policies and procedures to
  improve performance and set standards
  
• Finalize complaint handling policies and
  procedures manual, administrative policies and
  procedures manual
  
• Train staff, implement manuals
• Develop customer charter and fairness standards

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Office independent, support

• Ensure office independence
• Create public image to foster independence
• Recommend Ombudsman specific job categories on
  personnel establishment
  
• Create mechanisms to ensure office support
• Interact with Permanent Secretaries
• Regularly brief Parliamentary Standing Committee
• Encourage annual report discussion in Parliament

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For additionalinformation contact

• Dean M. Gottehrer, International Ombudsman
  Consultant, 323 Arroyo Seco, Santa Cruz, CA
  95060E-mail deang_at_cruzio.com
  
• Bience Gawanas, Office of the Ombudsman, Private
  Bag 1321, Windhoek, NAMIBIAE-mail
  bgawanas_at_namibia.com.na