01 Jul 2013

Ombudsman contributes towards good governance by protecting the public against acts of maladministration and human rights violation.

Speaking during the Lobatse full Council meeting, Ombudsman, Ms Festinah Bakwena said they received over 60 per cent of complaints from public officers.

The issues covered lack of promotion, transfer issues, transport and accommodation and lack of feedback on their complaints.

Ms Bakwena said good governance was characterised by six cardinal features: voice, accountability, government effectiveness, regulatory burden and the rule of law and graft.

The voice characteristic, she said, was the political process through which citizens participated in the selection of their government under a democratic country. This covered the extent at which the state respects civil and political rights especially the right to freedom of speech, information, freedom of association and expression, she added.

About accountability, she said it concerned the quality of governance, as decision makers in government, private sector and civil society must be accountable to the public. 

Ms Bakwena explained the regulatory burden as a feature of good governance which referred to the policies whether they were friendly to the market or not. Government effectiveness referred to the quality of the public service; its competence and independence from political pressures to implement policies, she said.

Ms Bakwena noted that the rule of law ensured fair legal frameworks that were enforced impartially to protect human rights. Graft referred to the extent of corruption which undermined good governance in no small measures, she said. 

She said their work entails promoting best administrative practices, investigating allegations of maladministration and recommending remedial action and promoting establishment of complaints handling systems in all government departments and parastatals.

The organisations must act according to the laws, policies and regulations of the government and also be accountable, provide services effectively with appropriate trained and competent staff.

Organisations, she said, should serve customers promptly and sensitively mostly the elderly and the disabled, not forgetting Botho. They should also ensure that their objectives are in accordance with the National Security Act.

She implores public officers to serve customers with diligence, fairness, equality and without any favouritism.  She advised department to own up to their mistakes by apologising.

Ombudsman urged orgainsation to continuously review their policies and procedures to ensure efficient services delivery.  ENDS