Question NW3113 to the Minister in the Presidency for Planning, Monitoring and Evaluation

Reply:

a) The total number of cases that were referred to each government department for the period of 2019 – 2023:

• All correspondence including telephone calls, emails from the presidency mailbox, walk-ins by citizens, complaints lodged by citizens during the Presidential Izimbizo to date are 51 278 cases.

b) How long did it take on average for the departments to acknowledge receipt and resolve those complaints?

• On average it took 179 days for Provinces to resolve 8 113 complaints out of 11 912.
• On average it took 112 days for a National government department to resolve 16 743 complaints out of 28 189. No information on acknowledge is available as the system is not design to report on it.
• On average it takes 18 days for Presidential Hotline team to resolve 10 717 cases out of 11 177.
• The acknowledgement of receipt by departments is done within 5 days upon receipt of cases as per the framework.

Interventions undertaken to date:

• Through participation on Presidential Izimbizo for citizens engagements. This has improved our reach and provided access to the citizen who are in rural areas, that has no access to government information
• National Public Liaison Officer’s forum, took place during 2022/23 and in May 2023, the next one scheduled is for October 2023. This is a peer learning platform where we share best practices and institutionalization of PH.
• Letters of engagement to non-performing departments were sent to accounting officers, in the 2022/23 Q4
• Presentation on department performance on case resolution was done at GSCID, in the 2022/23 Q3

 

THANK YOU