THE CONCEPT OF PERFORMANCE CONTRACTING Thursday, April 04, 2019 THE CONCEPT OF PERFORMANCE CONTRACTING THE TERM PERFORMANCE CONTRACTING CAN BE TRACED FRANCE IN LATE 60S FROM INCLUDING INDIA, PAKISTAN AND KOREA Later Adopted by other Countries Has been embraced by Various developing countries in Africa INCLUDING NIGERIA, GAMBIA, GHANA AND KENYA Thursday, April 04, 2019

OVERVIEW OF PERFORMANCE CONTRACTING Performance contract is a management tool for measuring performance against negotiated performance targets. Performance contracting is part of broader public sector reforms aimed at improving efficiency and effectiveness in the management of the public service Thursday, April 04, 2019

OVERVIEW OF PERFORMANCE CONTRACTING The indicator ‘Resolution of Public Complaints’ was introduced into PC in FY 2009/10; CAJ developed Guidelines upon which assessment and certification is based; CAJ has revised its Guidelines (5th Edition 2015/2016) The Commission shall issue compliance certificates at the end of the financial year to institutions that have fully complied with the Commission’s requirements Thursday, April 04, 2019

CERTIFICATION PROCESS 14 OCTOBER 14 JANUARY CERTIFICATION PROCESS 1 JULY – 30 SEPTEMBER 1 OCTOBER – 31 DECEMBER QUARTERLY REPORTS 1 APRIL – 30 JUNE 1 JANUARY – 31 MARCH 14 APRIL 14 JULY Thursday, April 04, 2019

COMPLIANCE CERTIFICATE CERTIFICATION JOURNEY CERTIFICATION PROCESS COMPLIANCE CERTIFICATE CERTIFICATION JOURNEY SUBMISSION OF Q 4 REPORT CAJ PROVIDES FEEDBACK FOR QUARTER THREE SUBMISSION OF Q 1 REPORT SUBMISSION OF Q 3 REPORT CAJ PROVIDES FEEDBACK FOR QUARTER ONE CAJ PROVIDES FEEDBACK FOR QUARTER TWO SUBMISSION OF Q 2 REPORT Thursday, April 04, 2019

Public institutions are assessed based on the following criteria; PERFORMANCE MEASURES Public institutions are assessed based on the following criteria; SCORING ESTABLISHMENT OF COMPLAINTS-HANDLING& MANAGEMENT INFRASTRUCTURE 1 2 REPORT ON CREATION OF AWARENESS ON THE COMPLAINTS HANDLING SYSTEM AND CITIZEN SERVICE DELIVERY CHARTERS 3 A STATUS REPORT ON THE IMPLEMENTATION OF CAJ RECOMMENDATIONS (IF AND WHEN PROVIDED); Thursday, April 04, 2019

PERFORMANCE MEASURES CONTINOUS 4 ACTUAL RESOLUTION FY14-15 OF COMPLAINTS RECEIVED AND REPORTED IN THE PRESCRIBED FORMAT 5 5. REPORT ON CAPACITY DEVELOPMENT ON EFFECTIVE COMPLAINTS MANAGEMENT FOR COMPLAINTS HANDLING OFFICERS AND STAFF Thursday, April 04, 2019

SCORING QUARTERS ONE QUARTERS TWO (2) AND THREE (3): QUARTER FOUR (4): Thursday, April 04, 2019

Mode: Reports shall be submitted only via email in PDF format; REPORTING Format: All reports MUST be submitted in the Commission’s provided templates as contained in the guidelines; Mode: Reports shall be submitted only via email in PDF format; REPORTING TEMPLATES PENALTIES AND SANCTIONS Thursday, April 04, 2019

Mode: Reports shall be submitted only via email in PDF format; REPORTING Format: All reports MUST be submitted in the Commission’s provided templates as contained in the guidelines; Mode: Reports shall be submitted only via email in PDF format; REPORTING TEMPLATES PENALTIES AND SANCTIONS Thursday, April 04, 2019

Uncertainty of an outcome???? RISK MANAGEMENT AND PERFORMANCE CONTRACTING RISK Uncertainty of an outcome???? Thursday, April 04, 2019

RISK MANAGEMENT AND PERFORMANCE CONTRACTING FACTS MDAs sign one Performance Contract MDAs Are Issued with one Compliance Certificate at the End of Financial Year MDAs Have Various Departments/Directorates Hence need to work together to Deliver as one Thursday, April 04, 2019

A compliance Certificate with an Excellent Score. RISK MANAGEMENT AND PERFORMANCE CONTRACTING DEPT A INPUT DEPT B INPUT DEPT C INPUT DELIVERING AS ONE A compliance Certificate with an Excellent Score. Thursday, April 04, 2019

KEY STAFF HANDLING COMPLAINTS REDEPLOYED POOR DOCUMENTATIONS POOR COORDINATION OF COMPLAINT HANDLING PROCESS WITHIN AN MDA KEY STAFF HANDLING COMPLAINTS REDEPLOYED POOR DOCUMENTATIONS NON-SUPPORTIVE TOP MANAGEMENT SUBMISSION OF QUARTERLY REPORT IN THE WRONG FORMAT FAILURE TO RESPOND TO CAJ INQUIRES/RECOMMENDATIONS AND OTHER COMMUNICATION MDA NOT ISSUED WITH A COMPLIANCE CERTIFICATE NON SUBMISSION OF QUARTERLY REPORTS Thursday, April 04, 2019