1. 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
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2. 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
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3. 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

4. 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
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5. 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
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6. 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);
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7. PERFORMANCE MEASURES CONTINOUS4
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
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8. SCORING QUARTERS ONE QUARTERS TWO (2) AND THREE (3): QUARTER FOUR (4):
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9. 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 in PDF format;
REPORTING TEMPLATES
PENALTIES AND SANCTIONS
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10. 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 in PDF format;
REPORTING TEMPLATES
PENALTIES AND SANCTIONS
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11. Uncertainty of an outcome????
RISK MANAGEMENT AND PERFORMANCE CONTRACTING
RISK
Uncertainty of an outcome????
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12. 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
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13. 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.
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14. 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