1. OFFICE OF THE ACCOUNTANT-GENERAL QUERIES PORTAL Presenter: David Krywanio| National Treasury: Office of the Accountant-General | 28 August 2014 RISK FORUM

2. 3 OUTLINE OF THE PRESENTATION Client registration and log-in Client user profile Search FAQ`s Log a Query Query processing Query resolution timeframe Way forward

3. Client Registration and Login 3 click the Login/Register link to register.

4. REGISTRATION OF USERS 4

5. USER PROFILE DETAILS 5

6. LANDING PAGE AFTER REGISTRATION 6

7. Click on the link “PFM KNOWLEDGE PLATFORM” to enter the Query Logging site & FAQ`S. 7

8. SELECT A TOPIC FROM THE FAQ`S 8

9. Client selects the FAQ that most closely matches their query 9

10. If the FAQ does not deal with the query adequately, the client clicks on log a query 10

11. The system completes the top part of the form based on the registered profile 11

12. Drop down lists are used to select topic and sub topic 12

13. Query now shows as logged 13

14. Query processing is as follows: Query is allocated for resolution within one business day; Allocation email is submitted to the client indicating timeframe for resolution (refer to the next slide); Internal process for resolution is followed; Automatic workflow is built into the system and provides for reminders and escalation if timeframes are in danger of being breached; Once the resolution is approved, client will receive an email; If the client is satisfied, the query will be closed; If client is not satisfied, another process if followed. If no response from the client within specified time, query closed 14

15. Query Resolution Timeframes 15 Routine7 days or less Complex without external consultation 14 days or less Complex with external consultation21 days or less Complex with Ministerial approval required 45 days or less

16. Way Forward Implementing internally within the Office of the Accountant-General; Demonstrations to raise awareness and seek feedback; Piloting in selected institutions; Refinement of the system; Wide spread-roll out of the system. 16

17. The End THANK YOU 17